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Customer Care


What if I only order a pattern as a digital download (Print at home)?

No delivery charge! You should receive your download within 24 hours of payment being made via an email address you supplied at checkout. If you do not receive your email please check it is not in your junk folder. If you don’t receive an email please contact our team. We recommend you save your PDF immediately upon downloading your pattern.

How do I order a printed pattern by post?

Select the 'Sent by post' drop-down option when you pick your pattern/s. In your checkout you can chose your delivery method. If you have any issues please call our customer care team and they will process the order.

What do I do if I have not received my entire order?

Please note that your items may arrive separately i.e. in more than one parcel. If you have not received your entire order within 1 week of order confirmation, please contact our Customer Care team.

When is my order despatched?

We aim to despatch all orders placed by 4pm the same day (excluding weekends and bank holidays), or if there is any problem with your order we will always contact your by phone and/or email the same working day (next working day at weekends and bank holidays).

International Deliveries – Will I be charged Import Duties and Taxes?

All our orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and must be settled by the recipient of the parcel. Unfortunately, we have no control over these charges and are unable to predict what they may be. Customs policies change from country to country, so you should contact your local customs office for further information. Please also be aware that international deliveries may be subject to opening and inspection by customs authorities.

Returns & Refunds

How long will it take for a refund to show in my bank account?

Once we have received your return parcel we will send you an email confirmation that we have received your parcel. Please allow 3-5 working days for returns to be processed once they are received by us and for the refund to show in your account. Your refund will be credited to the original payment card or PayPal, depending on how you paid for your order.

If it has been longer than 5 working days (excluding weekends and bank holidays), please get in touch on 01795 570303. Alternatively you can email us directly on Please refer to our full terms and conditions for more information.

Can I cancel a pattern digital download?

Digital Products cannot be cancelled once they have been downloaded. By purchasing a Digital Product, you waive the right to cancel the purchase within the usual 14 day cancellation period, whether under regulation 29(1) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK or any other applicable legislation in other jurisdictions.

How can I exchange products? 

Please return your unwanted goods for a full refund as per the above procedure and place a new order on our website for the goods that you would like in exchange.

Can I amend my order after I’ve placed it?

We're really quick at processing your order which means we can't make any changes after 4pm on the day of placing your order. This includes changing the delivery option, delivery address or payment method. However, you may be able to cancel your order and place a new one instead. Please call us on 01795 570303. If the cancel option is not available, then you can return any unwanted items for a refund once you’ve received your order. Please see our Returns Policy.


Why can't I log in to my account?

Here are a few suggestions to try.

  1. Are your email address and password correct? It might sound obvious but check that you've entered your email address and password correctly. Passwords are case sensitive, so PASSWORD is different to Password.
  2. Make sure you have an account. Receiving our email newsletter doesn't mean you have an account set up with us. Even if you've shopped with us before, you might have checked out as a "guest", so your details won't be stored. The easiest way to check is to try to create a new account... if you're able to do that, it means you didn't have one in the first place :)
  3. Not logged in for a while? We changed our website platform in late February 2019. If you had an account on our old platform, you'll need to reset your password before you can log in.
  4. I'm not receiving a password reset email. First, check your junk or spam folders, as sometimes they can end up there. Still nothing? Make sure you actually have an account using the instructions in 2. above.

How do I search for specific products?

You can search for products across the website using the Search Box at the top, highlighted by a magnifying glass icon. Within a category, you can re-mix the content in your preferred order using the 'Sort by' box option.

How do I create an account?

To create an account with The Knitting Network, just click on the ‘Create account’ tab at the top of the site and once this is done, you will be taken to your ‘My account’ page. See our full privacy policy here.

How do I buy a PDF pattern?

To access a PDF pattern and save it to your desktop, you must be in an EU country. You need to:

Add the pattern to your basket by selecting 'Add to basket'.

Navigate to your basket by pressing 'Checkout' and you will see all selected items. Review your basket and select 'Checkout' again.

If you have created an account and are logged in, your address details will be automatically filled in. Then press 'Continue to payment method' to enter your credit/debit card details.

If you haven't created an account and logged in then you will need to enter your email address and billing address, with an option to save this information. Then press ‘Continue to payment method’ and enter credit/debit card details.

Press ‘Complete order’ and you will be taken to a page with a button/selection of buttons saying ‘Download now’. You will also receive an email to confirm your order and a second email with a link to the download/s too. 

Can I place a printed pattern order by phone?

Yes. Call us on 01795 570303. Phone lines are open 10am to 4pm, Monday to Friday.

I am having trouble adding products to my basket and checking out. What could the issue be?

Please check which browser you are using. You can usually find this information out by navigating to the toolbar of the browser you are using to access the internet.

If you are using Internet Explorer you can find out which version you are using by navigating to '?' and selecting 'About Internet Explorer.'

If you are using Mozilla Firefox you can find out which version you are using by navigating to 'Tools' and then 'Options'.

If you are using Google Chrome you can find out which version you are using by navigating to the menu icon (top right-hand side) and selecting 'About Google Chrome'.

The Knitting Network shop officially supports:

Google Chrome (version 32 or later)

Mozilla Firefox

Apple Safari (version 7 or later)

Microsoft Internet Explorer IE9+

The Knitting Network shop does not support Internet Explorer 8 and lower versions. We would recommend Google Chrome as this is the simplest to download. You can download Google Chrome here and follow the on screen instructions.

Still looking for help?

Contact our customer care team:

By email on

By telephone on 01795 570303

By our online contact form - click here

We aim to respond within 24 hours of receiving your email. Phone lines are open from 10am to 4pm Monday to Friday (except bank holidays).