McIntosh - Customer Charter

How We Treat Each Other Online

Last updated: 23 October 2025

At McIntosh, we believe every stitch, every story, and every person matters. 

Our online spaces — whether that’s our website, emails, social media, or the McIntosh Clan — exist to inspire, support and connect makers with kindness and respect.

To keep our shared space safe, fair and welcoming for everyone, we kindly ask customers and community members to follow this Customer Charter.

1. Kindness First

  • Speak to others — including James, Dr Thomas, the AI Chat bot, and the McIntosh team — the way you would if we were face-to-face over a cup of tea and a ball of yarn.

  • Disagreements are natural, unkindness is not. We will not tolerate rude, aggressive, abusive, discriminatory or threatening messages in any form.

  • If you are upset about something, we are here to help — but please remember there is a human (usually in a spare room in flat in Peckham, South-East London -  not a massive warehouse!) reading your message.

2. Patience and Understanding

  • McIntosh is a small, independent business — we're not Amazon. Orders are packed by hand, emails are answered by real people (often James himself), and sometimes there are delays beyond our control.

  • If something goes wrong, we will always do our best to put it right. In return, we ask for patience and polite communication while we work on it.

3. Communicate Clearly & Fairly

  • Please use email for order-related questions, changes or issues — not social media comments, DM's or website chat — so we can properly track, resolve and record your query.

  • Provide accurate order details, such as order number, full name, and items in question. This helps us help you quickly.

  • If you spot a mistake in your address, order or details, tell us as soon as possible.

4. Zero Tolerance for Abuse or Misuse

We reserve the right to block, cancel orders from, or refuse service to anyone who:

  • Uses abusive, aggressive, defamatory, or discriminatory language.

  • Makes false claims or fraudulent chargebacks.

  • Publicly posts misleading or harmful information about McIntosh or other members of the McIntosh Clan.

  • Shows repeated disrespect to our team or community.

5. Honesty & Integrity Go Both Ways

  • We promise to be transparent, fair and honest in everything we do — from postage times to out-of-stock yarns.

  • In return, we ask that customers act with the same integrity — no false claims, no misuse of policies, no demanding special treatment at the expense of others.

 6. Respect for the McIntosh Clan

  • Our community is built on connection, creativity and care. If you’re here, you’re part of something special.

  • Please support each other — encourage, don’t criticise; inspire, don’t tear down.

  • Intellectual property such as patterns, photographs, designs and the Knititation® concept as well as our registered and unregistered trademarks must be treated with respect — no copying, unauthorised sharing or commercial use without permission.

7. Everyone Is Welcome — Hate Is Not

  • McIntosh is proudly inclusive. We welcome makers of all backgrounds, identities, abilities and experiences.

  • We have a zero-tolerance policy for racism, homophobia, transphobia, misogyny, ableism or any form of discrimination.

In Stitch and in Spirit

This charter isn’t about rules for the sake of rules — it’s about protecting the heart of McIntosh: kindness, creativity and connection.

A stitch becomes a breath — and we want every breath here to feel safe.

If you feel someone is behaving inappropriately within our online spaces, or if you have any questions about this Charter, please contact us at [email protected]

With all best wishes,


James

James McIntosh – the one man band that is McIntosh, and Dr Thomas my sidekick