FAQ
Knit kits
What does a knit kit contain?
Our knitting kits contain enough yarn for the selected size, a digital knitting pattern, and a Skappel label to sew onto the garment.
Note! The pattern will be sent electronically, and can be found in your order confirmation as well as under "Orders" if you have an account at skappeloslo.com/en.
Needles and tote bags must be ordered separately.
Note! The pattern will be sent electronically, and can be found in your order confirmation as well as under "Orders" if you have an account at skappeloslo.com/en.
Needles and tote bags must be ordered separately.
Do you wish for different color combinations than we offer on our website?
Contact [email protected] and inform them about the wanted size and color combination, and we will help you place a manual order.
Note: we cannot guarantee that you will get the right colors or size if you place an order with different colors or size prior to contacting our customer support, as our warehouse may handle the order before we get back to you.
Note: we cannot guarantee that you will get the right colors or size if you place an order with different colors or size prior to contacting our customer support, as our warehouse may handle the order before we get back to you.
Do you need more yarn to finish your knit project?
If you have deviated from the pattern (e.g., not followed measurements or gauge) and need more yarn, or if you have knitted the sweater in a larger size, you can reorder yarn here: https://skappeloslo.com/en/products/yarn/
I want to know more about the quality of yarn in my knit kit.
You can find detailed information about each yarn quality under "Yarn" on our website.
Do you sell ready-made sweaters?
Sadly, we do not sell finished garments (just yet).
Patterns
I have not received my pattern, where can I find it?
The pattern will be sent electronically, and can be found in your order confirmation as well as under "Orders" if you have an account at skappeloslo.com/en.
Can I purchase the patterns separately?
We do not sell patterns by themselves. You will receive the pattern when you purchase the knit kit.
The individual pattern sale that we offered previously was only a contemporary solution until we were able to sell internationally.
Note: It is forbidden to re-sell or share digital patterns with other s as it is protected by Copyright Law.
The individual pattern sale that we offered previously was only a contemporary solution until we were able to sell internationally.
Note: It is forbidden to re-sell or share digital patterns with other s as it is protected by Copyright Law.
Do you need help with the pattern?
Remember to always read the pattern carefully and a few steps ahead - you will often find the answers to what you are looking for in the pattern.
Do you believe something in the pattern is wrong? Contact [email protected].
Do you believe something in the pattern is wrong? Contact [email protected].
Shipping & Delivery
When will my order be shipped?
Your order will usually be shipped from our warehouse within 1-2 business days from placing the order.
During periods of high demands (e.g., launching new collections), longer delivery times can be expected.
We ship all international orders with DHL Express Worldwide.
During periods of high demands (e.g., launching new collections), longer delivery times can be expected.
We ship all international orders with DHL Express Worldwide.
How can I track my order?
After placing an order at skappeloslo.com/en you will receive an order confirmation by e-mail. When the order is shipped from our warehouse, you will be contacted directly by DHL with the tracking information.
When will I receive my order?
Delivery time depends on location, but is normally 2-3 business days after the warehouse handling.
In periods of high demand, shipping and delivery might exceed normal expectations.
In periods of high demand, shipping and delivery might exceed normal expectations.
Are shipping and customs included in my order?
All additional costs related to your order are included at checkout.
Where do you ship to?
We ship to:
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom (UK) and United States (US).
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom (UK) and United States (US).
Do I have to pay customs or taxes?
All orders from Skappel are shipped with DDP (Delivered Duty Paid).*This means that the cost of customs/tax is included in the price you see during checkout. You will not receive any additional customs or tax after you've placed your order.
DHL might need some help from you (the importer) to clear the shipment through customs. This is just standard procedure, and DHL will in most cases contact you to process the order.
DHL might need some help from you (the importer) to clear the shipment through customs. This is just standard procedure, and DHL will in most cases contact you to process the order.
My order is stuck in customs, what do I do?
If your order have been in customs for a few days, it is likely that DHL need some information from you, and they will most likely contact you to retrieve the information about you and the content of your order.
If it seems that the customs processing is taking to long, do not hesitate to contact your national DHL and ask them if there is anything you can do to speed up the process.
If it seems that the customs processing is taking to long, do not hesitate to contact your national DHL and ask them if there is anything you can do to speed up the process.
Returns & Exchanges
How do I return my order?
If you wish to return an item, please follow the instructions on the return information sheet that is included in your order.
All orders are sent with a return label, please use this to return your order within the return deadline.
If you have further questions, contact us at [email protected] and include your order number as the subject of the email. Response time is normally 1-3 business days.
All orders are sent with a return label, please use this to return your order within the return deadline.
If you have further questions, contact us at [email protected] and include your order number as the subject of the email. Response time is normally 1-3 business days.
What can I return?
You can return all items you buy online, in their original packaging, as long as you have not used them or damaged them in any way.
How long do I have to return the item?
From the day you receive the package, you have 14 days to return your order. If you are not able to successfully return your order within the 14 days, you need to notify us that items will be returned, and then return them to us within a reasonable time.
When will I be refunded?
If you are awaiting your refund, please check the tracking of your return shipment to see if the order has reached our warehouse.
Normally, we will register and process all returns at least 2 times a week. In periods of high demand, return processing can take up to 10 business days from your parcel reaches our warehouse.
The refund must also be processed through the payment provider, which can take 1-5 business days.
If you have chosen āreceive first - pay laterā or invoice payment, it is your responsibility to āfreezeā your invoice in Klarna. This will stop your invoice from reaching its due date. If you do not freeze the invoice in Klarna, you run the risk of being charged a ālate payment feeā from Klarna. We will correct your invoice as soon as we have processed your return, and an updated payment request will be sent through Klarna.
Normally, we will register and process all returns at least 2 times a week. In periods of high demand, return processing can take up to 10 business days from your parcel reaches our warehouse.
The refund must also be processed through the payment provider, which can take 1-5 business days.
If you have chosen āreceive first - pay laterā or invoice payment, it is your responsibility to āfreezeā your invoice in Klarna. This will stop your invoice from reaching its due date. If you do not freeze the invoice in Klarna, you run the risk of being charged a ālate payment feeā from Klarna. We will correct your invoice as soon as we have processed your return, and an updated payment request will be sent through Klarna.
Are there free returns?
There is a return fee that will be deducted from the refund amount.
We offer a 14-day return policy.
The return fee for all orders is 20 EUR.
We offer a 14-day return policy.
The return fee for all orders is 20 EUR.
Will the shipping cost be refunded?
Shipping and return costs will not be refunded.
Can I make an exchange?
If you wish to exchange an item, the order is returned and a new order is placed on the website.
Shipping and return costs will not be refunded.
Shipping and return costs will not be refunded.
Payment
How can I pay?
We use card payment via Klarna Chekcout.
Can I pay with a credit card?
You can pay with most credit cards (not Diners).
Is it safe to pay by card?
Yes, it's completely safe! It's also safe to store your card information with us so it's faster next time.
Can I cancel my order?
If you have recently placed the order and regret your purchase, please send us an email at [email protected], and we will do our best to assist you. Write "CANCEL ORDER ##" in the subject field.
Sadly, we cannot guarantee that your order will be canceled in time, if the warehouse has sent the order before our customer service is able to cancel your order.
We do not cover shipping and return fees.
Sadly, we cannot guarantee that your order will be canceled in time, if the warehouse has sent the order before our customer service is able to cancel your order.
We do not cover shipping and return fees.
Purchase Info
How do I file a complaint?
If you wish to file a complaint about the items received in the order, please send us an email at [email protected] (preferably with pictures), and we will assist you.
Please note that there may be a slightly longer waiting time for complaints.
Please note that there may be a slightly longer waiting time for complaints.
What do I do if the item is damaged?
Then you contact us as soon as possible at [email protected], and we will solve the problem. Please include pictures in the mail for a more efficient process.
I have received the wrong item, what should I do?
If you have received the wrong item or experience any deficiencies with the item, contact us at [email protected], and we will sort it out together!
How do I decide what size I want to knit?
If you click on one of our products, look under 'Detailed Description.' Here you will find the information you need about the pattern. You can use the measurements provided to assess which size you should go for.
I did not receive an order confirmation.
Please check your spam folder to see if it accidentally ended in the wrong mail-folder.
If not, contact us at [email protected] - and we will help you.
If not, contact us at [email protected] - and we will help you.