Shipping + Returns
1. Returns & Repairs
All items are made entirely by hand, and checked before ever being considered ready to be shipped out to a new home. As such the nature of our product quality is so high that we do not anticipate problems. Care has been taken to ensure that no knots will ever be used, ends are never exposed and the pre-washing and blocking ensures the stability of each items. As such all sales are final and no returns are offered. However if damage does occur we will be happy to help restore the item. Please contact Burly Knits to discuss how we may help. If the damage is minor a repair can be turned around rather quickly. If the damage is more extensive, this process may take more time. As a new company we wish for everyone to be happy and confident with the luxury products that you purchase from us. We also want to help to solve any issues you may have. The best way is to reach out to us, and we will discuss the options.
Shipping rates for product shipped within Canada by standard means is a flat rate noted in the check out area. We use Canada Post to ship items by regular, expedited, and next day service. We offer a premium expedited service for all international and time sensitive deliveries by Fed Ex. The rates for such are posted in the check out area, however a quote for international shipping will be provided as weights, and distances vary around the world. Please inquire and we will make all means to accommodate your request.
Frequently Asked Questions
1. HOW WILL MY PACKAGE BE WRAPPED
All product is treated as a gift and wrapped accordingly in tissue with a signature ribbon and seal. Protected inside a poly bag, it is placed in a sturdy e-shipping box wrapped in brown paper. We have designed the packaging to be a luxury experience, and each item is accommpaninied with a product care card and the burly story. We are able to offer a customized hand written note card on French stationary. Please indicate any special notes, shipping instructions and considerations in the check out are. If you need to send us an email, we are here to make your experience the best it can be.
2. WHAT IS THE UPGRADED GIFT WRAPPED OPTION
We are currently developing customized boxes that can serve as long term archival quality storage for our heirloom quality produts. We will be pleased to launch this option in the near future.
3. TELL ME ABOUT THE GIFT NOTE
Available as an option upon check out, we include a fine french stationary blank card and envelope outside the box between the brown shipping paper. We will be pleased to hand write a note with your personalized message and include this inside the box if you indicate. Please specify your message in the special check out area. When in doubt send us an email, we are here to make your experience the best it can be.
4. SHIPPING AS A GIFT
If you wish for the item to be shipped to someone as a gift you will be asked to fill out the shipping information, and note that "ship to" and "bill to" will require different information. We ask that you clarify this in the comments section. We will often reach out to verify the details are correct.
5. HOW DO I WASH MY ITEM
All items with the exception of fur trimmed or alpaca can be washed and are specifically designed to be easy care. Most items can be machine washed on gentle cycle, though we recommend hand washing instead. Simply immerse the item in warm water with a small amount of a gentle soap for fine woolens. Let it be saturated with water and soak for a short period of time. Gently swish it around to ensure it is entirely saturated, and then rinse it out. Often fine soaps with added lanolin are not meant to be rinsed out. If the soap you use is not like this, then rinse it in clean water several times to remove all traces of soap. We suggest the use of Eucalan Wool Wash soap for easy non-rinsing conditioned care of our products. Gently squeeze out the excess water, wrap the item in a towel and roll it up to absorb the water. Lay the item out flat on a surface or drying rack to perfect its shape. It will appear stretched out and much looser when wet. The item will restore to its original shape and become softer and more draped with washing. As its drying (which may take up to a few days) ensure edges are straight and aligned and nothing is stretched out and distorted. Your item will be like new after washing. If you have specific concerns please contact us and we will try to help.
6. THE LABEL IS WARPING AFTER WASHING
Our embroidered labels are made of felted merino wool and the edges may have a tendency to ripple after washing. It is suggested to smooth the label by hand when it is being laid out to dry, and after the item is dry, to use a steam iron to restore the flatness to the label. Place a dish cloth between the iron and the label and use full steam to flatten the label and any area that my have distorted. This should restore it to its proper form.
7. ITEM IS OUT OF STOCK
If you notice that an item is out of stock or not currently available, please contact us. Often it is simply a matter of more of it being currently knitted. We strive to stay ahead of production as everything is truly made my hand. Please place you order and contact us to discuss its status.
8. HOW LONG DOES IT TAKE TO GET AN ITEM MADE
In the event that your item is out of stock, we will make one for you. Please allow an additional 2-3 weeks on shipping depending on the item to be made. Small batch means exactly that. It takes time, but is worth it in the end. We want to make you happy so we will strive to get the item to you as quickly as possible.
9. WHY SO EXPENSIVE
Burly Knits is luxury handmade heirloom quality. Only the finest fibers, yarns and materials are selected. Packaging is an experience in itself, and the entire effect has been considered. We are interested in fine skills and master techniques made by hand, and this takes time. The labour costs on making such items can never truly be matched against a mass produced machine made item. But you can be assured that this item is equally as fine as the most expensive luxury items out there as we do not compromise on quality ever. Our products are designed and made to last a lifetime, and hopefully to be passed on through the years.