Terms of service

These Terms & Conditions apply to all purchases and use of products and services from Milotté.

1. Seller information
Milotté DA
Organisation number: 931 396 099
Address: Herman Foss’ gate 14A, 0171 Oslo, Norway
Email: support@milotte.no

2. Scope of the agreement
When you place an order in our online store, you enter into an agreement with Milotté DA. These Terms & Conditions govern both purchases made in the store and the use of our website, digital products, and content. Nothing in these terms limits your mandatory rights under applicable consumer protection laws.

3. Products
We sell digital products (knitting patterns delivered electronically as PDF/download access) and physical products (yarn, yarn kits, and related physical goods shipped to the customer). Product images and colors may appear differently depending on screen and device settings.

4. Orders & order confirmation
When you complete a purchase, you will receive an order confirmation by email. Please ensure that your email address and delivery details are correct. Milotté is not responsible for delivery issues caused by incorrect information provided by the customer. We reserve the right to refuse or cancel an order in the event of pricing errors, stock issues, or other exceptional circumstances. If an order is cancelled, any payment received will be refunded.

5. Prices & payment
All prices are shown during checkout and include VAT where applicable. Shipping costs and any additional charges are clearly displayed before you complete your purchase. Payment is processed securely through Shopify and the payment methods available at checkout.

6. Delivery & shipping
6.1 Digital products
Digital products are delivered electronically shortly after purchase via download link and/or email. Delivery is considered completed once access to the digital file is provided.
6.2 Physical products
Orders are normally packed and shipped within 1–3 business days, unless otherwise stated. Estimated delivery times shown during checkout are indicative only. Delays may occur due to carriers, customs processing, holidays, or circumstances beyond our control.
6.3 International orders
For deliveries outside the EU, the customer is responsible for any local taxes, customs duties, VAT, or clearance fees charged by the destination country.

7. Right of withdrawal & returns
7.1 Physical products
You have a 14-day right of withdrawal from the day you receive the last item in your order, in accordance with the Norwegian Right of Withdrawal Act and EU Directive 2011/83/EU. The withdrawal period is extended if it ends on a weekend or public holiday. To exercise your right of withdrawal, you must notify us within 14 days of delivery, and the return shipment must be sent within 14 days after notification. Returned items must be unused and in the same condition as received. The customer is responsible for all return shipping costs and bears responsibility for the goods until they are received by Milotté. We strongly recommend using trackable shipping and keeping the receipt. Refunds apply to the returned product only. Original shipping costs are non-refundable. Refunds are issued to the same payment method used for the purchase after the return has been received and approved. Duties and taxes are non-refundable.

7.2 No right of withdrawal for digital products
Digital knitting patterns are delivered immediately after purchase. By completing the purchase, you explicitly request immediate delivery of the digital product and acknowledge that your 14-day right of withdrawal is lost once delivery has started, meaning when download access is provided. Digital products cannot be returned or refunded after delivery. If you experience technical issues (incorrect file, corrupted file, missing pages, or access problems), please contact us and we will assist you.

7.3 – Cancellations
You may cancel your order at any time before it has been fulfilled. To cancel, please contact us as soon as possible at support@milotte.no

8. Complaints & defects
8.1 Physical products
If a physical product is defective, damaged, or incorrect, you have the right to complain in accordance with applicable consumer law. Please contact us within a reasonable time after discovering the issue. If the complaint is valid, we will normally repair, replace, or refund the product and cover reasonable return costs.
8.2 Digital products
Digital products are covered by statutory rights relating to non-conformity. If the digital content does not match what was agreed, we will correct the issue or provide a new file.

9. Damaged deliveries & unclaimed parcels
If your order arrives damaged, please contact us as soon as possible and include photos where relevant. Unclaimed parcels or parcels refused at delivery are not considered a valid exercise of the right of withdrawal. Any return shipping and handling costs may be deducted from the refunded amount.

10. Intellectual property & use of patterns
All knitting patterns, texts, images, charts, designs, logos, and other content are the intellectual property of Milotté DA and are protected by copyright law. When you purchase a digital pattern, you receive a personal, non-exclusive license for private use only. You may knit items for yourself or as gifts. You may not share, distribute, copy, publish, upload, or resell the pattern (in whole or in part), use the pattern for commercial production or resale of finished items, or reproduce the pattern in any format without written permission from Milotté.

11. Use of the website
You agree to use our website and services lawfully and not to violate applicable laws or regulations, infringe intellectual property rights, distribute malware or harmful code, or misuse or interfere with the functionality of the site. We reserve the right to restrict or terminate access in case of misuse.

12. Liability
Milotté is not liable for delays or failures caused by circumstances beyond our control, including shipping carriers, customs authorities, or force majeure events. Nothing in these terms limits liability where such limitation is prohibited by law.

13. Changes to the terms
We reserve the right to update these Terms & Conditions when necessary. The version published on our website at the time of purchase applies to your order.

14. Governing law & disputes
These Terms & Conditions are governed by Norwegian law. We aim to resolve any disputes amicably. Consumers may also seek assistance from relevant consumer dispute resolution bodies in accordance with applicable law.