Refund policy

Last updated: 20 June 2026

We want you to be happy with your purchase. This policy explains your rights and our return and refund process. It does not affect your statutory rights. We ship worldwide, but our primary market is the United Kingdom.

United Kingdom Customers

Statutory Right to Cancel (Change-of-Mind – 14 Days) 

Under the UK Consumer Contracts Regulations 2013, you have 14 days from the day you receive the goods to cancel most purchases for any reason.

Exceptions (no right to cancel):

  • Printed items, including books, magazines, and knitting/crochet patterns.
  • Sale and discounted items are generally final sale for change-of-mind returns.
  • Personalised or made-to-order items.

For eligible items:

  • Use our online cancel/return function in your customer account at https://account.theneedlestore.com, or contact us by email.
  • Return the goods within 14 days of notifying us.
  • You pay return shipping costs.
  • We refund the item price plus standard original delivery costs within 14 days of receiving the items back (or proof of return).
  • Goods must be unused, in original unopened/undamaged packaging, and in the same condition as received.

Our Voluntary 30-Day Goodwill Returns (Beyond the Statutory 14 Days)

We offer additional goodwill returns for non-faulty items up to 30 days from receipt:

  • Only regular-priced (non-sale) items qualify.
  • Sale items and printed items are not eligible for change-of-mind returns.
  • Days 1–14: Full refund to original payment method.
  • Days 15–30: Store credit only.
  • Original shipping costs are not refunded.
  • You pay return shipping (please use tracked service).

Faulty, Damaged, or Not-as-Described Items: Stronger rights apply under the UK Consumer Rights Act 2015 to all items (including sale and printed items). We offer a full refund (including the original delivery fee) or a replacement. Contact us first — we cover reasonable return postage.

European Union Customers (EU Right of Withdrawal)

If you are an EU consumer, your rights under the EU Consumer Rights Directive (2011/83/EU, as amended by Directive 2023/2673) apply.

You have a 14-day right of withdrawal from the day you (or someone you nominate) receive the goods (or the last item in the order). You may cancel for any reason without explanation.

We provide a clearly visible electronic withdrawal function in your customer account/order status pages (as required from 19 June 2026). You will receive an automatic confirmation email.

How to cancel or return your order

  • Use our online cancel/return function in your customer account at https://account.theneedlestore.com, or contact us by email.
  • Return the goods within 14 days.
  • You pay return shipping.
  • We refund the item price plus standard original delivery costs within 14 days of receiving the items back. (If you chose a more expensive delivery option, we refund only up to the standard amount.)
  • Goods must be unused and in original condition.

Exceptions (no right of withdrawal):

  • Printed items (books, magazines, patterns).
  • Personalised or made-to-order items.
  • Sale items may have restrictions per our policy.
  • Any EU duties paid are non-refundable on returns.

Faulty Items Stronger rights apply — full refund including delivery and reasonable return costs.

Rest of the World (International Customers outside UK & EU)

We are happy to ship internationally. Local consumer laws vary by country.

  • Change-of-mind returns: 30-day voluntary window on regular-priced, unused items in original condition.
  • Sale items and printed items are non-returnable for change of mind.
  • You pay all return shipping. Duties and taxes paid by you are non-refundable.
  • Original shipping costs are not refunded. We issue store credit only for approved returns.
  • Faulty or damaged items: Contact us immediately for a refund or replacement (case-by-case on return shipping).

You are responsible for any import duties, taxes, or customs requirements in your country.

General Information for All Customers

How to Return: Ship to: The Needle Store, Camberwell Units, 49-65 Southampton Way, London, SE5 7SW, United Kingdom. Include your order number and return reason.

Late or Missing Refunds: Email us with your order number if a refund does not appear after 14 days.

Questions? Email contact.us@theneedlestore.com — we’re here to help!