Terms & Conditions
1. About Sticks & Cups
These Terms & Conditions apply to purchases made through the Sticks & Cups webshop.
Sticks & Cups
Telingstraat 11
3512 GV Utrecht
The Netherlands
Email: webshop@stickscups.com
Phone: +31 (0)6 15 23 62 52
Chamber of Commerce (KvK): 57746977
VAT number: NL080890295B02
2. Applicability
These Terms & Conditions apply to all offers, orders and agreements made through our webshop.
Before completing an order, you will have the opportunity to review these Terms & Conditions. By placing an order, you agree to the terms applicable at the time of purchase.
Any mandatory consumer rights under applicable law remain unaffected by these Terms & Conditions.
3. Products and product information
We aim to describe and display our products as accurately as possible.
Please note that colours may appear slightly different depending on your screen, device and display settings. This is particularly relevant for yarn and hand-dyed products, where small differences between dye lots or batches may also occur.
Obvious errors in product descriptions, prices, images or other information do not bind Sticks & Cups.
Where a product is marked as by special order, it is not currently available from our own stock and must first be ordered from our supplier. The expected delivery time will generally be longer than for products that are in stock.
4. Orders
An order is placed when you complete the checkout process and submit your order.
After placing an order, you will receive an electronic confirmation.
We reserve the right to cancel or refuse an order when, for example, a product is unexpectedly unavailable, an obvious pricing or technical error has occurred, or we are unable to fulfil the order.
If we cancel an order after payment has been made, the amount paid for the cancelled products will be refunded.
For larger EU orders containing certain Lang Yarns products, we may arrange for Lang Yarns to ship the order directly to you.
5. Prices and payment
Prices displayed in our webshop include Dutch VAT where applicable.
For orders shipped outside the European Union, Dutch VAT may be removed where applicable. Your destination country may charge import VAT, customs duties or other handling charges. These costs are the responsibility of the recipient.
Available payment methods are shown during checkout.
Payment must be completed using one of the payment methods offered by the webshop.
6. Delivery
We aim to hand orders containing in-stock products over to the carrier within 1–2 working days.
Products marked by special order generally require approximately 1–2 weeks before they arrive with us and can be shipped.
Delivery times provided by carriers are estimates and may be affected by circumstances outside our control.
If we are unable to deliver an order within the agreed period, we will contact you.
The risk of loss or damage remains with Sticks & Cups until the order has been delivered to you or to a person designated by you to receive it.
More information about shipping methods, shipping costs and international delivery can be found on our Shipping & Returns page.
7. Right of withdrawal
If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise your right of withdrawal, you must clearly inform us within this period that you wish to withdraw from the purchase.
After notifying us, you must return the products within a further 14 days.
Please contact us before returning an order so that we can provide the appropriate return instructions.
The direct cost and risk of returning products are the responsibility of the customer, unless the product is faulty, incorrect or we have agreed otherwise.
8. Condition of returned products
You may inspect a product to the extent reasonably necessary to determine its nature, characteristics and functioning.
Returned products must be complete and should, where reasonably possible, be returned in their original packaging.
Returned knitting needles, crochet hooks and other tools must be unused and in resalable condition. You may inspect them, but using them for knitting, crochet or another project counts as use. If an item has been used or shows signs of use, we may deduct the resulting loss in value from your refund.
Yarn must be returned unused, unwound and in resalable condition. Please do not knit, crochet, wind, cut or otherwise use the yarn if you intend to return it.
Sets and kits must be returned complete. Missing or used components may result in a deduction from the refund.
9. Exceptions to the right of withdrawal
The statutory right of withdrawal does not apply in situations where an exception provided by law applies.
This may include products that have been made or modified specifically according to your individual request.
If you ask us to wind yarn into a cake specifically for your order, we cannot accept a change-of-mind return of that yarn to the extent that the statutory customisation exception applies.
For digital patterns or other digital content supplied immediately, the right of withdrawal may end once delivery or downloading begins, provided that you have expressly agreed to immediate delivery and acknowledged the loss of your right of withdrawal where required by law.
These exceptions do not affect your rights if a supplied product or digital item is faulty or does not conform to the agreement.
10. Refunds
When you validly withdraw from an online purchase, we will refund the applicable amount within 14 days after receiving your notice of withdrawal.
We may wait until we have received the returned products or until you provide proof that they have been sent back, whichever occurs first.
If you return your entire order, the refund includes the cost of the least expensive standard delivery method offered for the original order.
Additional costs resulting from choosing a more expensive delivery method are not refundable.
Refunds are normally made using the same payment method used for the original purchase.
If a returned product has been handled or used beyond what is reasonably necessary to inspect it, we may deduct the resulting loss in value from the refund.
11. Faulty, damaged or incorrect products
Products must conform to what you may reasonably expect based on the agreement and product information.
If you receive a faulty, damaged or incorrect product, please contact us as soon as reasonably possible and include photos where useful.
Depending on the circumstances, we will arrange an appropriate solution in accordance with your statutory consumer rights, such as repair, replacement, a price reduction or refund.
Nothing in these Terms & Conditions limits your statutory rights relating to faulty or non-conforming products.
12. Complaints
If you have a complaint about an order, product or our service, please contact us at:
Please describe the issue as clearly as possible and include your order number where relevant.
We aim to respond to complaints within 14 days. If more time is required to investigate a complaint, we will let you know.
We prefer to resolve complaints directly and reasonably with our customers wherever possible.
13. Intellectual property
Unless stated otherwise, the content of the Sticks & Cups webshop, including text, photographs, graphics and branding, may not be reproduced or used for commercial purposes without permission.
Patterns, books and other copyrighted products remain subject to the intellectual property rights of their respective authors, designers and publishers.
14. Privacy
We process personal information in accordance with our Privacy Policy and applicable data protection legislation.
Please see our Privacy Policy for more information about how and why we process personal data.
15. Governing law
These Terms & Conditions and agreements with Sticks & Cups are governed by Dutch law.
If you are a consumer residing outside the Netherlands, this choice of law does not deprive you of mandatory consumer protection granted by the laws that would otherwise apply to you.
16. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
An order remains subject to the Terms & Conditions that applied when that order was placed.