January 2021
Due to the uncertainty regarding the end of Britain's transition period with the EU, we are now suspending deliveries to countries in the EU. We are so sorry for this inconvenience, and will update the information when we have it. 




Most items should be available immediately. If not, we will contact you to tell when the item will be available. 


We send out UK items using Royal Mail, items over a value of £100 will be sent by way of special delivery. This is a signed for, insured service.  


We aim to send out your order just as soon as possible – in any event 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. UK packaging and mail costs are £7. 


For international deliveries including EU countries (EU deliveries currently suspended), delivery and packaging is £15. (Remember, customers outside the UK are responsible for any customs or tax charges applicable within their own country.)



We accept Visa, Mastercard, Maestro, Switch, Solo and American Express.


We accept payment through PayPal when you purchase online. You do not need a Paypal account to buy online, you can simply use your credit or debit card.


All prices are displayed on the website in UK sterling. Payments can be made in UK sterling either via PayPal, a debit or credit card. Payments on the site are taken in UK sterling only. Other currencies are displayed for guidance only, and are externally estimated exchange rates for which we can accept no responsibility.

If you prefer not to buy online please phone/write to us with your card details. Alternatively, simply send us a cheque! We can always work something out to suit you.



Remember, we only want you to love your purchases. If you are not entirely happy, please return it to us, unused within 7 days of receipt for a full replacement or refund. 


Unfortunately, goods returned damaged or lost in transit will not be credited. We are unable to refund the original postage charge.


We will, of course, always replace any item delivered damaged to you with no extra charges. This policy does not affect your statutory rights.

Any faults in the making of the garment will be repaired or your garment replaced. Knitwear will be repaired/replaced at our discretion. Unfortunately we cannot replace items if you have not washed/dried them in accordance with our instructions! 


Nielanell is a full member of the Shetland Arts and Crafts Association, and as such tour knitwear has undergone an independent, full and stringent quality testing programme.



Conditions of any current special offers or discount codes: any discount offer does not include Burra Bears or Paparwark items.


Our full terms and conditions >>


Please remember, that we make only a very small number of each garment in a particular colour combination. This is to ensure that you have an individual piece of knitwear. In many styles we will only make two, or even just one single item in a colourway. 


Accordingly, we will often have far more colour choices within our studio than are evident within the colour swatches online. Unfortunately however this also means that if we have sold the item shown in the swatch on the internet during the day, it will not then be available for resale.  In the unlikely event that this happens when you place an order, we will phone/email you immediately for further instructions and to offer either an alternative, or to discuss the possibility of placing a special order. 


We apologize for any inconvenience caused - this is part of the difficulty in selling individually made hand-crafted pieces online.

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