Ordering, Delivery & Returns
We will always endeavour to dispatch your order as soon as possible after receipt. Our post is collected just after 4pm Monday-Friday (excluding bank holidays) so orders placed before around 3:45pm (UK time) on a working day have a good chance of 'same day' dispatch but please bear in mind that we can't guarantee it...
Our web site shows the stock currently available for each product and we only allow you to order more than we currently have where yarn is being 'dyed-to-order', or when a product is being made available for 'pre-order' with a specified release/publication date, so you will know at the point of ordering if there is likely to be a delay while we dye your yarn, or wait for a delivery to arrive from a supplier.
Our hand dyed yarn does not have dye lots but we dye in small batches and will always send skeins from the same dye batch when possible and match your skeins as closely as possible, even if they are from the same batch. If there is a significant/noticeable difference we will contact you via email - with photos if helpful - to discuss it further before dispatch.
We photograph every batch of yarn for our web site, so you are usually purchasing yarn shown in the current photo in the shop, unless we have dyed a multiple batches at once (for limited run seasonal yarn collections for example).
We use Royal Mail for all our post. UK customers can choose their preferred level of service during the checkout process.Our delivery charges within the UK are as follows:
Tracked 48 for orders up to £9.99 - £2.50
Tracked 48 for orders from £10.00 - £74.99 - £3.75
Tracked 24 for orders up to £9.99 - £3.00
Tracked 24 for orders from £10.00 to £74.99 - £5.00
Royal Mail Special Delivery for orders up to £75.00 - £8.80
Orders with a retail value between £75.00 - £149.99 within the UK qualify for FREE Tracked 24 delivery.
Orders with a retail value in excess of £150.00 within the UK qualify for FREE Royal Mail Special Delivery.
If your order is delivered via Royal Mail Special Delivery you will need to be available to sign for the parcel when it is delivered. If it makes more sense please do give us a work address rather than a home address where there is rarely anyone home!
We currently deliver to selected destinations within Europe and throughout the rest of the world.
EU orders with a total value less than €150 include VAT/duty and should be delivered to your door with no additional handling change or import tax/duty. The VAT applicable for each product in your country is included in the prices you see on our web site.
VAT/import/customs duty will still apply where the total order value is over €150.
Unfortunately, due to prohibitively complex/expensive (compulsory) recycling/packaging schemes, we are not currently able to dispatch orders to France or Spain.
Delivery is via Royal Mail Airmail 'Tracked' for all overseas orders.
Our delivery charges for overseas customers are as follows:
Our P&P charges for Royal Mail Airmail 'Tracked' to EU destinations are as follows:
up to £29.99 - £11.95
£30 – £79.99 - £13.95
£80 – £99.99 - £15.95
£100+ - £17.95
Our P&P charges for Royal Mail Airmail 'Tracked' to European 'non-EU' destinations are as follows:
up to £29.99 - £9.95
£30 – £79.99 - £12.95
£80+ - £14.95
Our P&P charges for Royal Mail Airmail 'Tracked' to 'Rest of the World' (exc. USA) destinations are as follows:
up to £29.99 - £11.95
£30 – £79.99 - £16.95
£80 – £99.99 - £19.95
£100+ - £21.95
Our P&P charges for Royal Mail Airmail 'Tracked' to the USA are as follows:
up to £29.99 - £12.95
£30 - £79.99 - £16.95
£80 - £119.99 - £22.95
£120 - £149.99 - £28.95
£150+ - £30.95
(Following changes to the USPS 'last mile' policy, Royal Mail shipping costs to the USA have increased significantly and Royal Mail now treats USA as a 'Zone 3' country with its own shipping rates.)
If you require any further information about our delivery charges or the delivery options available please get in touch by email.
What do I do if I'm not happy with my order?
We do our best to check every product before we dispatch an order, however, inevitably an occasional fault may go unnoticed in which case we will be happy to take back damaged or faulty goods and refund your money including return postage costs. You must take responsibility for getting the goods back to us so we suggest getting a 'certificate of posting' (free of charge) so that you can claim compensation from Royal Mail if the goods do not reach us.
If you simply change your mind and decide you don't want goods that have been delivered, we will accept them back in saleable condition within 28 days of delivery. This means they must have been kept in a smoke-free/pet-free/food-free etc. environment and yarn must have ball bands intact etc. Packaging on needles must be complete. We will refund you the full cost of the product and any relevant P&P from your order but you must pay for the cost of returning the goods to us. We strongly suggest that you get a certificate of posting from your post office so that you can claim compensation from Royal Mail should the parcel not reach us.
Please send all goods for refund/exchange to us at:
Castle Meadow Upper Barn
If you have any questions about returning items to us please email: email@example.com
Please always make sure that you include details of your name (we do get the occasional 'mystery' parcel!), order/invoice number and whether you would like us to exchange your unsuitable/faulty goods or give a refund where appropriate.
If you wish to cancel your order at any point and for any reason before we dispatch please contact us by email.
This does not affect your statutory rights.