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After-Sales Support for Knitwear Brands
Our work doesn’t end when your order ships.
At Knitwear Nepal, we want every brand we work with to reorder and grow with us. After your order is delivered, our team keeps helping with quality questions, reorders, export documents, shipping and product care information for your customers.
Our After-Sales Commitments
Quality Support and Claims
Every order is checked before it ships. If an item does not match the specifications we agreed, we will review it and put it right.
- Report the issue within 14 days of delivery.
- Send your order number and clear photos or videos showing the problem, and tell us how many pieces are affected.
- We acknowledge your claim within 7 working day and give you a decision within 3 working days of receiving the evidence.
- Verified manufacturing defects are resolved by replacement or credit note.
- If we ask you to send goods back for inspection, we cover the return shipping.
Easy Reorders
Your style, fiber, color, size and label details are kept on file, so repeat orders are quick.
- Reorder by quoting your previous order number.
- Adjust quantities, colors or sizes for the new order.
- Plan ahead for peak seasons by telling us your timing early, so production can be scheduled.
One Point of Contact
You deal with a team that knows your brand and your previous orders, so you don’t have to explain your requirements each time.
- Contact us by email, WhatsApp, phone.
- Working days and hours: Sunday to Friday, 9 AM to 6 PM Nepal Time.
- Typical reply time: within 24 hours.
Certificates and Documents
We provide the documents your customs broker, retailer or customers may ask for:
- Certificate of origin
- Commercial invoice and packing list
- Chyangra pashmina and fiber certification copies
- Material composition details
- Quality inspection records
Shipping and Delivery Help
- Shipment tracking details
- Support with export paperwork and customs documents
- Coordination with your freight forwarder
- Help resolving delays or delivery problems
Product Care Information for Your Customers
Knitwear lasts longer and sells better when customers know how to care for it.
- A free PDF care guide for each fiber we work with: cashmere, yak wool, merino, alpaca and sheep wool
- Guidance on care labels and wording
- Branded care cards, available as an add-on
Product and Collection Development
As your brand grows, we can help you expand.
- Add new styles, colors or fibers to your range
- Move from white label to private label
- Develop seasonal collections
- Update samples based on customer feedback
How to Report an Issue
- Contact us by email or WhatsApp with your order number.
- Send photos or videos that show the problem clearly, plus the size, color and quantity affected.
- We review the claim and check it against the agreed specification and our production records.
- We agree on a solution: replacement, credit or another remedy, as per our policy.
Our Policy at a Glance
| Situation | What we do |
|---|---|
| Manufacturing defect | Resolved by replacement or credit note after verification |
| Order error on our side | Corrected at our cost |
| Change to your order | Free before production starts; after that, reviewed case by case, with any costs already incurred charged |
| Samples | Sample fee is credited against a bulk order placed within 60 to 90 days |
| Reporting window | Within 7 days of delivery, with photos or videos |
| Reply time | Within 1 working day, Sunday to Friday, 9 AM to 6 PM Nepal Time |
What claims do not cover: natural variation and pilling that are normal in cashmere and wool, minor shade differences within the agreed tolerance, damage from washing, wear, storage or alteration after delivery, and transit damage, which is handled through the carrier or insurer.
Why Brands Stay With Us
- A direct manufacturer that you can contact, not a trading middleman
- Clear communication from sample to shipment and after
- Certified fibers and documented quality
- Low MOQ, so you can reorder in sizes that suit your sales
- A team with 10+ years of experience in knitwear production and export
Frequently Asked Questions
What happens if I receive defective products?
Contact us within 14 days of delivery with your order number and photos or videos. We acknowledge your claim within 1 working day and give you a decision within 7 working days of receiving the evidence. Verified manufacturing defects are replaced or credited.
How do I reorder the same style?
Send us your previous order number and the new quantities. We keep your specifications on file, so we can confirm quickly.
Can you help with care instructions for my customers?
Yes. We provide a free PDF care guide for each fiber, and branded care cards are available as an add-on.
Which documents do you provide with a shipment?
A commercial invoice, packing list and certificate of origin come with every export shipment. Fiber certificate copies are available on request.
Can I change an order after confirming it?
Changes are free before production starts. Once yarn has been purchased or knitting has begun, we review changes case by case and charge for materials and work already done.
Do you refund in cash for defects?
Verified manufacturing defects are resolved by replacement or credit note. Cash refunds are not offered by default.
Can you adjust sizes, labels or packaging for a new market?
Yes. Tell us the market and we will advise on size charts, labels and packaging.
Can I visit the factory?
Yes, by prior appointment. Contact us to plan your visit.
Talk to Our Team
Have a question about an existing order, a reorder, or a document you need? Send us a message and we will get back to you within 24hrs.
[Contact Us] [WhatsApp]
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