Last updated: 20 May 2026
SOK: Shetland’s Organisation for Knitters wants you to feel confident when purchasing from our online shop. This policy explains your rights and our procedures relating to returns, cancellations, refunds, digital products, and event tickets.
Nothing in this policy affects your legal rights under UK consumer law or applicable consumer protections.
Contact Information
For any questions relating to returns or refunds, please contact:
Email: sok@sokshetland.org
Website: SOK: Shetland’s Organisation for Knitters
Postal Address: 88 Commercial Street, Lerwick, GB ZE1 0EX
Physical Goods
Your Right to Cancel
If you are located in the UK and purchase goods online, you generally have the right to cancel your order within 14 days of receiving your items.
To exercise this right, you must contact us within 14 days of delivery and clearly state that you wish to cancel your order.
Once you notify us, you must return the goods within 14 days.
Condition of Returned Items
Returned items should be:
- Unused
- In original condition
- Returned with original packaging where possible
We reserve the right to reduce a refund where goods show signs of use beyond what would reasonably be expected when inspecting an item.
Because many SOK products are handmade, small-batch, or hand-dyed, minor variations in colour, texture, or finishing are not considered faults.
Return Postage
Customers are responsible for return postage costs unless:
- The item arrived damaged
- The wrong item was sent
- The item is faulty
We recommend using a tracked postal service for returns, as SOK cannot be responsible for items lost during return shipping.
Refund Processing
Approved refunds will normally be processed within 14 days of:
- Receiving the returned goods, or
- Receiving proof that the goods have been returned
Refunds will be issued to the original payment method where possible.
Original delivery charges will be refunded where legally required. Additional delivery upgrades such as express shipping are non-refundable unless required by law.
Faulty or Damaged Items
If your item arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery.
Where possible, please include:
- Your order number
- A description of the issue
- Photographs of the item and packaging
If a fault is confirmed, we may offer:
- A replacement
- A repair where appropriate
- A full or partial refund
Digital Products
Digital products may include knitting patterns, recordings, educational materials, or downloadable files.
Due to the nature of digital content, refunds are generally not available once:
- A file has been downloaded
- Streaming access has begun
- Immediate access has been granted with your consent
If you experience technical issues accessing a digital product, please contact us and we will make reasonable efforts to assist.
Digital products are for personal use only unless otherwise stated.
Event Tickets and Online Events
Cancellations by SOK
If SOK cancels an event, attendees will normally be offered one of the following:
- A refund
- A transfer to a replacement event
- Access to a recording where appropriate
Customer Cancellations
Unless otherwise stated on the event listing, tickets are generally non-refundable.
If you cannot attend an online event, we may choose to provide recording access where available, but this is not guaranteed.
Changes to Events
Occasionally, speakers, tutors, venues, timings, or programme details may need to change. SOK reserves the right to make reasonable changes where necessary.
Custom and Personalised Items
Custom-made or personalised products are generally non-refundable unless faulty or incorrectly supplied.
Gift Cards
If gift cards or store credits are offered, they are non-refundable unless required by law.
International Orders
Customers outside the UK are responsible for:
- Customs duties
- Import VAT
- Handling fees
- Other local charges
These charges are not refundable by SOK.
If a parcel is refused by the recipient and returned to us, shipping costs and any fees incurred may be deducted from the refund.
How to Start a Return
Please email sok@sokshetland.org with:
- Your name
- Order number
- The item(s) you wish to return
- The reason for the return
We will provide return instructions as soon as possible.
Consumer Rights
Nothing in this policy limits your rights under applicable consumer protection laws in the United Kingdom.