I'd bought them online, but I took them to the Shoreditch shop as it's not far from me. I had to log in to my account on their terminal and show them the transaction, and they did the rest. Got a refund. Have since bought the crochet mitts and they're great.
Thanks, did they give you a new pair or repair?
I had a response asking me to fill in a repair form and send them back for assessment. I kinda feel like I shouldn't have to paythe postage. :/