SHIPPING UPDATE: our online shop has reopened to customers in the USA

Shipping policy

Shipping costs

  • UK (excluding NI) P&P: £8 per order.
  • EU, EEA, Northern Ireland: we have temporarily suspended shipping to countries within these areas and are currently working to reinstate it. Find further information below. Please do get in touch with any queries.
  • USA P&P: £20 per order. Please see important information on international orders, including USA, below.
  • Rest of World P&P: £20 per order. Please read information on international deliveries below.
  • Collection from Nielanell, Hoswick: free of charge (choose this option at checkout).

SHIPPING METHOD

  • UK: we use Royal Mail. Items over a value of £100 will be sent using Special Delivery. This is a signed for, insured service.
  • International: parcels are sent using a Royal Mail tracked service.

Customer service

Please DO get in touch if you have queries about any of our pieces. We endeavour to extend, to our online shoppers, the personal service we give here in Hoswick. 

We have lots of happy customers both inside the UK and around the world and frequently correspond by email or telephone prior to a purchase being made.

Delivery times

  • Most items should be available immediately.* If not, we will contact you to tell when the item will be available.
  • We aim to send out your order just as soon as possible and within a week of ordering.* If you need an item sent immediately, just let us know and we will be delighted to try to help you.
  • Please note, you can also choose to collect your order from Nielanell, Hoswick, using the click-and-collect option. This option is not available during holiday periods.

* Special orders and pre-orders: if your item is a special order or a pre-order, we will inform you of the lead time, where possible, when you order. For pre-orders made through our website, please read the information on the individual product page.

International (any destination outwith UK)

  • For many destinations outside the UK, it is likely that there will be customs charges or tariffs payable. In many cases, customers are responsible for any customs charges, taxes or tariffs applicable in their own country. Please see information for specific destinations below. For further information, get in touch with your local customs office so that you know what to expect
  • Customs charges and taxes vary between countries. Unfortunately, we are not able to predict what they might be.
  • EU, EEA, Northern Ireland: shipping is suspended to these areas, please see notes below.
  • USA: customs charges now apply to parcels arriving from the UK. We are still sending to the USA. Please see our full notes below.   
  • Issues with customs can delay delivery. Please do place orders in good time, particularly for Christmas or other special occasions.
  • Please read our full returns policy before making an order.
  • Returns can become expensive for international customers, so don't worry about asking questions before you order! We'd love to help you choose the right garment – please just get in touch if you’d like any information or help shopping online.

EU, EEA and Northern Ireland

We have temporarily suspended shipping to customers in the EU, EEA and Northern Ireland. 

  • We are working to reinstate this service.
  • If you’re planning a visit to Shetland and were considering having a purchase from Nielanell shipped home, we advise that you plan to take any knitwear home with you. Please get in touch with any queries, including checking what we have in stock (our knitwear is made in small batches). 
  • If you were planning to buy a piece of our knitwear online, or have any queries, do get in touch.

We are so grateful to all our customers in the EU, EEA and Northern Ireland. For your patience and support – thank you. 

USA

We are continuing to ship to the United States.

NEW TARIFFS

  • All parcels arriving in the USA from the UK now have tariffs applied, which must be paid before the goods arrive at US customs.
  • The tariff payable will be shown when you checkout with us online.
  • The level of tariff is subject to change by US customs at short notice. The tariff shown at checkout is likely to fluctuate as US customs adjusts its tariff rates.

SHOPPING WITH US

  • Pay at checkout: at checkout, you'll see the tariff itemised.
  • Royal Mail: we are using a Royal Mail service, which allows us to pre-pay the duty on your order when we ship it.
  • No extra charges: with duty pre-paid, your parcel should clear US Customs with no issues.
  • Timings: please do bear with us while this system develops and changes. It’s quite likely that your parcel might take longer than usual to reach you.

If you have any queries at all do get in touch.

Thank you so much for your continued support and custom.

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