FREQUENTLY ASKED QUESTIONS

Yarn and Patterns

Do you sell your yarn?
Our Yarn is 100% custom made and coloured in South America. Unfortunately we do not sell our yarn.

Do you sell your knitwear patterns?
I Love Mr Mittens is not a DIY label. We aim to create unique knitwear pieces that our customers can enjoy and hope that we inspire those that love knitwear, however we do not share or sell our patterns. However we currently have a really cool collaboration with DIY brand Wool and the Gang. Please have a look at their website to purchase patterns and yarn. www.woolandthegang.com

Employment

Do you hire interns?
Yes, we love having interns at I love Mr Mittens. As we don’t offer travel costs, it is preferable for interns to be based in Antwerp, Belgium. Please contact us at [email protected] with a bit about yourself and your current resume in order to be considered.

Wholesale

We would like to stock your knitwear in our store. Who do we contact?
For all enquiries to stock I Love Mr Mittens please refer to our wholesale sales enquiries section of the website.

Freight and Shipping

If I purchase my own I Love Mr Mittens piece, how long will it be before I receive it?
We aim to have all pieces in stock shipped via express freight immediately. Shipping times vary however we aim to have all pieces to our customers within 7 days when in stock. Once shipped you will obtain a tracking number so you can see exactly where you piece is and how long until delivery. When items are on pre order, delivery time will be advised when placing your order.

I live outside of Belgium, will I have to pay customs or import duty on my order?
Every country is different and depending on your country of residence you may have to pay customs or import duty. This is your responsibility and out of our control. Typically it is small percentage of the purchase price of your pieces. Please inform yourself about these costs before you purchase. When you refuse to pay taxes and duties at destination and the package is returned to us, we don’t offer a refund.

Which payment methods does I love Mr Mittens accept?
We accept Visa, MasterCard and also payments via PayPal. All payments are processed through a secure checkout system. If you do not have a credit card, please contact us at [email protected] to arrange an alternate payment method.

Is my personal information kept private?
Please be assured that we take data protection very seriously, and your information will only be shared with third parties where they abide by available data protection legislation. For more information please refer to the Privacy section of our website.

Is my package insured and do I need to sign for my order upon delivery?
All your purchases are insured against theft and accidental damage whilst in transit from I love Mr Mittens to your shipping address. Once your package has been delivered and signed for at your specified address it is not longer covered. To ensure that your package arrives safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.

Can I track my order?
Yes. Once your order has been dispatched, you will receive an email containing your tracking number where you can track its progress throughout the delivery process.
Sales and pre orders

What does pre order mean?
Every ILMM item is made to order and hand knitted when placing an order. Even though we have a large team knitting full time, waiting times may vary per model. Upon placing your order your shipping date will be advised on the website. If your item would be finished sooner than advised this will be shipped immediately.

Do you make custom made pieces or can I alter the size or design of my order?
I Love Mr Mittens come in a wide range of designs and sizes. Due to high demand we cannot accommodate custom made requests.

Where can I find Mr Mittens in stores?
For all stockists, please refer to the stockists section of our website.

Do you make a range for children?
We have had a lot of requests for children’s knitwear. This may be something for the future, but at present we cannot accommodate any requests for children’s pieces.

How do I know what size I am?
Our garments come in XS/S and M/L or are “One Size Fits Most”.
Most of our garments run true to size, however check the item description before purchase as some pieces are designed to be oversized.

Taking care of your wool garments

Can I love Mr Mittens pieces be put in the washing machine?
NEVER put your wool garment in the washing machine or dryer. As our yarn has not been treated with anti-shrink or fixing agents, please take extra care when washing garments. We recommend a cool hand wash with liquid wool detergent, roll it in a towel to gently squeeze out excess water and lie flat in the shade to dry.

What if my garment starts to pill?
Our 100% natural wool or cotton may pill, as it has not been treated with synthetic coating. If pilling does occur do not despair. This is a natural process where friction causes the short fibres to migrate to the surface. Once removed these will disappear. Please use a wool shaver to gently get rid of any bobbly bits and smooth your product.

Returns and Exchanges

Do you offer refunds or exchanges if my garment doesn’t fit, is damaged or I simply change my mind?
I love Mr Mittens has a 14 day return policy. Any unwanted items must be returned back to us, in their original condition with tags attached, within 14 days of receipt. Please refer to the Returns section of our website for more information on refunds and exchanges. Once you place your order we don’t accept cancellations because you have a change of heart. We can cancel your order and offer store credit but we don’t offer refunds on cancellations.

What if an item is out of stock?
If an item is currently listed as “out of stock” it means we are currently knitting up new stock or waiting on a wool delivery. Please bear with us during this period and appreciate that every garment is made with care and takes time to create. When it is the end of the season most likely items won’t be returning in stock as we have sold out.