ESTB IN THE FOOTHILLS
OF THE NILGIRIS, INDIA.

SITE WORK-IN-PROGRESS

Custom Order Policy

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Knitting is a work of art. 

We are pleased to offer custom hand knit products to our customers within the following conditions.

Mode of communication:

We take orders over the telephone, website or email. At the moment we do not offer in-person orders. A custom order enquiry form is provided for you to send in your requirements. The final confirmation will be after we discuss with you and approve to our best standards.

We are available between 10 AM to 7 PM (IST) during weekdays only. We will write back to you within five to seven working days of receiving your enquiry email. Kindly excuse any delays during holidays and weekends.

Communication etiquette and standards:

We prefer a respectful and friendly means of communication. We believe that knitting a product is a personal experience that we share with our customers. As we work to make it a part of your everyday life, we request our customers to be respectful and patient while we try to do our best to meet your requirements. 

We communicate in English and popular Indian languages fluently. We will however make necessary arrangements for translating any language of your choice. 

Any use of abusive language, disrespect or impatient behaviour, will terminate all engagements. 

Availability of yarn type and colour:

The yarn used for the products displayed on the website may not be available while taking a custom order. Kindly enquire about the colours available while you place an order. Based on the availability of stock, we will confirm accordingly or provide suggestions.

We offer pure wool to premium acrylic blends sourced from responsible yarn manufacturers. Certain yarns will have to be ordered domestically or internationally which may take a longer duration for your order depending on the yarn suppliers availability. 

Pattern and design of knitting:

If you have a pattern, design or style of knitting please share the references. We will advice depending on size, colour and the duration for knitting the product. We have a choice of custom patterns and designs which will be shown to you at the time of placing your order. We can make modifications within achievable standards. 

Size and measurements:

Generally any standard size is considered for knitting a regular product. Refer to our size chart to determine your fit. Please note, the sizes vary drastically depending on the yarn elasticity and design of the product.

We will advice you on the appropriate size based on your body measurements with our standards and process of knitting. However, if you are specific on your measurements, we will oblige. In many cases we have noticed the difference in the product fit when customers insist on their measurements and the final product does not fit them well. Such differences are common when the tension of the yarn with the knit patterns alter the measurements of the final fit. Therefore, we make necessary adjustments and request you to trust our expertise to bring out the best. If you still insist on specific measurements, we do not take responsibility of the fit and the final product. 

Time and delivery method:

Our knitters take at least three to four weeks time for knitting and an additional three to five days for delivery of the product. The delivery dates and time will be informed based on our capacity and type of product.

All products will be shipped using courier services based on customer’s location. The courier service provider details and tracking number if available will be provided at the time of dispatch of the product. Additional chargers for delivery will apply and will not be free of cost unless discussed and agreed upon during the time of order.

Any delays will be promptly communicated. Please note we do not use any machinery for knitting and we only hand knit. Availability of knitters during certain periods may be difficult to fulfil orders. While it is a good practice to specify dates, we do however take into consideration any additional time based on local calendars, festivals, holidays and unforeseen personal, professional, social, economic or forces of nature’s conditions and any other reasons of delay. We will do our best to deliver within the time duration. 

If you have any requirements for meeting certain timelines, eg. a wedding gift, a birthday gift or to wear for a specific occasion etc., kindly share with us at the time of placing order. We will let you know how best we can deliver your product. We may suggest alternate products to suit your specific needs. It will not be our responsibility for any delays caused for other reasons if your timelines or reasons for dates are not mentioned at anytime. We request this as we have multiple orders and would love to make sure everyone gets the best for the moment to be cherished and your cooperation will go a long way. 

Any changes to address of delivery or destination is the customers responsibility to inform us. We will not be responsible for any delays due to non-availability of customer at the time of pick up and changes to address locations. Any additional costs for delivery will be at the cost to customer. 

Mode and time of payments :

Mode of payment is through popular online payment application transfers or to our bank account which we will share at the time of confirming your order.

For any custom order we charge 80% of the total price as an advance payment. Only after the advance payment we will begin knitting your product. The remaining will be charged after completion of the order and before shipment. The product will be dispatched only after the total payment is settled. We do not encourage any carry forwards or credits. If you have not made any payment, your order will not be considered.

Under any circumstance the customer refuses to complete the payment of the product, we reserve the right to charge additional costs for loss of time and value of work.

Cancellation and refund:

Orders can be cancelled within 24 hours of payment. After this time frame we will not encourage any cancellations. If you have made the payment and choose to cancel within 24 hours of the payment confirmation, we will refund you the full amount paid. There will not be any refunds for cancellation after the 24 hours time period. The refund time will be subject to bank transfers and availability. Any delays will be communicated to you. Since the orders are customised, we do not offer any returns after you receive the product. If in any case you are not satisfied and would want to return, additional costs may be charged as need be. We do our best to ensure you receive the product you order with us as per your requirements.

Gifts:

In case of gifts, please let us know the name and address details of the recipient. We will do our best to deliver as a gift to the desired address. 

Order transfers:

We do not encourage any order transfers from one customer to another under any circumstance. We will deliver to the address of the customer who has placed the order. 

Important note:

As we work to fulfil every order there may be unavoidable circumstances arising at any given time to cancel orders.

Such reasons could be customer’s disrespectful communication and impatient behaviour, a sudden dismiss of a knitter working with us or if our yarn suppliers close down their units or stop supplying etc. which makes it difficult to fulfil orders. We will do our best to communicate if any case may arise. We reserve all the rights to cancel orders with or without communication. We are very particular of mutual respect and we expect the same from our customers.

Complaints and legal procedure:

For any complaints please write to us and we will do our best to address the situation. Kindly be respectful in your communication. Using any abusive language, impatient behaviour or threatening Auve Gava for any reason will follow legal suit as deemed fit. Please refer to Terms of Service.

Under any circumstance, the customer or anyone making a legal complaint will bear all costs of every legal procedure. Auve Gava will not take responsibility for the outcome of such action or any costs and penalties incurred. 

Anyone or a customer trying to defame Auve Gava at any given time, situation or place will be legally addressed. All costs and losses of Auve Gava will be settled by the customer.

Auve Gava reserves all the rights to make any amends to this policy at any given time without any prior notice.