Skip to Content

FAQ

How Can We Help?

Find the most asked questions and answers right here.


What can I use Knitup for?

With Knitup, you can design knitwear styles for women, men, and kids, as well as a selection of home accessories. The diversity of our design assets allows you to customize your design process without any strict boundaries.

How can I make sure that I like my materials before ordering?

One of the reasons we created Knitup is to help minimize waste within the supply chain of the apparel industry. This has meant that we have invested in processes and technologies – like the highest quality yarn scanning technology available and holding inventory of great quality materials – to ensure that our materials work in the way that a designer expects the first time around and to make the cost of designing an initial piece with Knitup super accessible.

This also means that we do not offer free fabric swatches prior to designing an initial style. We find that most designers do not even notice a difference with working in this way. But if you still are interested in understanding what our materials feel like, a Stitchbox, which features all the yarn qualities and colourways available at Knitup, can be purchased here.

How does Knitup take its measurements?

International measurement guide

Choose the right size according to your preferred size conversion charts.

Size Range
KNITUP
XXS
XS
S
M
L
XL
XXL
XXXL
US
0
2
4
6
8
10
12
14
UK/AU
4
6
8
10
12
14
16
18
DE/NL/DK/SE
30
32
34
34
38
40
42
44
FR/ES/IT
32
34
36
38
40
42
44
46
Size Range
KNITUP
XXS
XS
S
M
L
XL
XXL
XXXL
US
34
36
38
40
42
44
46
48
UK/AU
34
36
38
40
42
44
46
48
DE/NL/DK/SE
44
46
48
50
52
54
56
58
FR/ES/IT
44
46
48
50
52
54
56
58
Measuring guide

Here are your step-by-step measurement guides on how to find the perfect fit.

Tops

A: Length
B: Bust (Measure across the garment, 2.5cm below armhole, and double the figure)
C: Shoulder
D1 + D2: Sleeve length
E: Bottom opening (Measure across the garment, and double the figure)

Dresses

A: Length
B: Bust (Measure across the garment, 2.5cm below armhole, and double the figure)
C: Shoulder
D1+D2: Sleeve length
E: Waist (Measure across the garment, and double the figure)
F: Low hip (Measure across the garment, 55cm below high shoulder point, and double the figure)
G: Bottom opening (Measure across the garment, and double the figure)

Skirts

A: Length
B: Waist (Measure across the garment, and double the figure)
C: Low hip (Measure across the garment, 20cm below waistline, and double the figure)
D: Bottom opening (Measure across the garment, and double the figure)

Pants

A: Waist (Measure across the garment, and double the figure)
B: Low hip (Measure across the garment, 20cm below waistline, and double the figure)
C: Rise
D: Thigh (Measure across the garment, 2.5cm below crotch, and double the figure)
E: Leg opening (Measure across the garment, and double the figure)
F: Inseam length

Bags

A: Width
B: Length
C: Depth
D: Handle drop

Beanies

A: Circumference
B: Height

Masks

A: Width
B: Height

Scarves

A: Length
B: Width

Cushions

A: Width
B: Length

Petwears

A: Centre Front Body Length
B: Back Body Length
C: Body Width (Measure across the garment, and double the figure)
D: Neck width

*Unlike woven fabrics, there is a standard tolerance of +/-2cm for critical flat lay measurements. Knits are meant to stretch –it’s what makes them special. The tolerance measurements of the Bust, Waist, Hip, Bottom Opening, Thigh and Leg Opening are doubled to calculate the tolerance for the full circumference around the knitwear at those points. For example, the tolerance for Bust is + or -4cm.

Can Knitup do labels?

Generic labels are included with your order. Standard label placements are as per below.

Should you seek to use custom labels, we have two options. Custom development can be done concurrent to garment production, for either polyester or damask woven cotton labels of up to six colors. There is typically an MOQ (sorrrry) of 1000pcs, but the costing is always kept reasonable.

We can also use yours for finishing. Send your labels here, for us to sew in:

Knitup Operations
3/F, Building B,
7 Shengqi Road, Shahukou Village,
Dongguan,
Guangdong 523000, China

Be sure to include a bit of a buffer – we suggest 5%.

Are my designs protected?

Yes! Knitup is absolutely committed to making sure that, as a platform for creation, we protect designs that are produced with us. This means that your styles will not be produced for a third-party. This also means that we reserve the right to reject work that we feel infringes on the intellectual property of other designers.

The world is better for your originality. Our highest priority is ensuring that Knitup remains a great place for your to be creative.

I seek to create a product that is currently not offered on Knitup. Who should I contact?

Feel free to reach out to us at info@knitup.io. We would be happy to see if we can help.

I have tech packs. How can I use Knitup to make them?

Most of the design requirements featured in a standard tech pack can be addressed directly through Knitup’s platform. But if after reviewing the platform you are unable to find a feature set that matches the aesthetic you are trying to design for, email us at info@knitup.io, with your tech pack attached. We would be happy to look at how Knitup might be able to address your design.

How long does it take to process an order?

Knitup’s processes are built to help the designer quickly create a style, test it with their target market, and then replenish at a larger volume should that style be a success. For standard orders, this typically means that goods will be delivered within a month: three weeks for an order to be produced (barring occurrence of natural disaster, acts of God, or Chinese national holidays), and between 5-10 days for the goods to then arrive at their final destination. In the case that an order requires any customization, designers can expect to spend at least an extra week in reviewing and revising their design specifications, prior to an order being placed.

Are Knitup’s products ethically manufactured?

Yes! We take sustainability very seriously: because it matters.

If you are interested in learning more about the supplier policy to which we hold all of our manufacturing partners, you can access it here.

How do I cancel an order?

As soon as your order has been placed, we begin working on production. This means that we cannot cancel an order after an order has been placed.

Can I change an order after it has been placed?

Should we receive a request to change either the distribution of a given order by size or color within 24 hours an order being placed, we would be happy to honor it.

Where is Knitup based?

Knitup is headquartered in Hong Kong and produces in Southern China.

When will my order ship?

No more than three weeks from when your design is paid for and confirmed.

How long does shipping take?

Estimated Delivery Time (after order production is completed): 5 – 10 days

How do I track my order?

Customers will be provided with a shipping number once production has been finished and goods are enroute.

What is the cost of shipping? What shipping method is used?

Shipment modes and fees may vary - we will either ship by air freight or courier depending on your order volume and delivery address. You can see shipping cost specifically for your order after you input shipping address.

What trade terms do you use?

For shipment below 100pcs, our trade term is delivered duty unpaid (DDU).

For shipment above 100pcs, upon checkout, you have the option to choose between delivered duty unpaid (DDU) or ex-works (China).

For DDU shipping, duties and taxes are not included upon check out. Customer will be liable for any tax or duty required by local law. For ex-works (China), we will send a separate email asking for your selected freight forwarder information. You will be responsible for arranging your courier or freight forwarder to pick up your order from our warehouse.

Where does Knitup ship to?

We ship internationally.

What is Knitup’s return policy?

We want the styles that you design on Knitup to be exactly as you requested. Should you find any issue with garment quality, we would be happy to issue a refund in the first 30 days from when your garments were delivered.

How does your pricing work?

Great news - our design tool is completely free to use! For designs you would like to proceed with production, the pricing will be dependent on the complexity of your order (i.e., materials, stitches, silhouettes etc.) as well as your order volume. Don’t worry, upon checkout, we’ll provide you with an instant pricing quotation for your order.

Although prices are contingent on your own unique designs, for those who want to bulk order, we have 3 tiers of pricing. As you move up in tiers according to your order quantity per style, prices will go down. Upon checkout, you will receive an instant pricing quotation based on the tier you qualify for.

  • Tier 1: 1 – 19 pieces per style
  • Tier 2: 20 – 99 pieces per style
  • Tier 3: 100 pieces and above per style

What forms of payment does Knitup take?

We accept payments by all major credit cards - i.e., VISA, Mastercard, and American Express.

For payment above US$1,000, we also accept bank transfer. Select Pay Manually upon checkout. We will send you an email with a link to your invoice and payment instructions.

Please note, if you do not settle your payment within 30 days of receiving your invoice, your order will not proceed to production. If you would like to make the order again, you will need to get a new quotation on the platform.

Knitup processes all bank card transactions using Stripe, where users can easily pay directly using your credit card. We will not hold any credit card information on our own website.

Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. All card numbers are encrypted at rest with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons can obtain plaintext card numbers but can request that cards are sent to a service provider on a static allow list. (Security at Stripe)

What terms do you typically operate on?

We require cash in advance for all transactions, be it a small order or bulk production.

For orders above USD10,000, we are happy to look at issuing split payment options but typically require that full payment of the goods be made before final shipment. For more information, please reach out to info@knitup.io

I am working with the new Design Editor, but there appears to be a significant lag or freeze when attempting to customize. What should I do?

The instant 3D preview is a powerful feature we proudly offer in our one-of-a-kind Design Editor. We suggest you adjust the GPU settings of your computer to enhance the user experience.

Windows:

  1. Open "Windows Settings" --> Click "System" and select "Display".
  2. Scroll down and find "Graphics settings" under Multiple displays.
  3. On the "Graphic performance preference" page, you can adjust your graphics preference when using a specific app. Click "Browse" and select your system browser. (We recommend using Google Chrome to navigate our platform)
  4. Click "Options" under your selected browser and choose "High performance" for optimized performance.
  5. Restart the browser for your changes to take effect.

MacOS:

You can change graphics settings if your computer model has two graphics systems. The "automatic graphics switching" option is turned on by default to allow your computer to automatically switch to the best graphics system for the applications running on your computer.

Follow the steps below to use the higher-performance graphics system at all times,

  1. Choose Apple menu --> "System Preferences".
  2. Click "Battery" --> Click the Battery tab.
  3. Deselect the automatic graphics switching checkbox.
  4. Restart the browser for your changes to take effect.

I want to collaborate! Who do I get in touch with?

Us too! Especially if you are working in the areas of sustainability, technology or inclusive design.

Feel free to reach out to us directly at info@knitup.io. We try to respond to all inquiries within 24 hours, so should you not hear from us, feel free to reach out again.

I have a recommendation on how Knitup can work better.

Amazing. We would love to hear from you. Please feel free to send your feedback to info@knitup.io. We would love to learn how we can better serve you.

I still have questions; who should I contact?

If you require any further assistance, please drop an email to info@knitup.io - we’ll do our best to help!

Have not found the right answer?

Feel free to contact us and we will get back to you promptly.


Our Design Editor is powerful and can be accessed through desktop only.

So get in a homey, creative space. Your access to all things sweater awaits there.

Access Knitup using your desktop to proceed with purchase of the Stitchbox

OK


Our Design Editor is powerful, available
exclusively on desktop.

If you’re not in your cozy, creative space just yet,
for an account first and learn more
on How To Knitup.

Try out the Design Editor today and let your
design abilities soar!

Your account was created successfully.

OK