I have seen an item but it no longer seems to be in stock?
Some of our most desirable products, especially online exclusives, will run out, so you do need to buy them before they are gone. However most of our items are replenished frequently. Keep an eye on the shop, or sign up to our Newsletter for new stock deliveries or visit our store finder to contact a retail store near you.
How can I pay for my order?
We accept payments via our website by debit/credit card, or PayPal. We accept payments over the telephone by credit/debit card (we cannot take PayPal payments over the telephone).
Has my order been shipped?
As soon as your order has been sent out, we will send an email to let you know. If you do not receive your order within the specified delivery time, please contact Customer Service, and we will look into it. Royal Mail do not consider a package missing until 10 working days after it is sent. It may be that your local sorting office has your parcel, normally they leave a red card to tell you but this may not be the case every time.
I have received an incorrect item in my order?
If you have received an incorrect item, we sincerely apologise. Please contact Customer service straight away, and let us know your order number and product code/product name and whether you would like a refund or replacement. All errors must be reported to us within 7 days of receiving your order.
An item is missing from my order?
If the delivery note says an item should be in your parcel but it is not, please get in touch with Customer Service. Let us know the order number and the product code or product name of the item you wanted, and we will look into it. We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will quickly refund the money you paid for it. All shortages must be reported to us within 7 days of receiving your order.
I have just placed an order, can I cancel or change it?
Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch. You have an option to cancel but you need to be quick about it. Please call Customer Service immediately, and they will do their best to fulfil your request. However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped. For additional information about cancelling your order, check our Returns Policy. If your order already has
been shipped, you will need to return the order to us.
Is the colour of yarn on the website exactly what I will receive?
Every effort is made to ensure all products are as close a colour match as we can make them. All images are colour corrected on a colour calibrated monitor. Please be aware that shades may vary depending on your computer monitor or device. design team, which we think only adds to their charm.
Where is my PDF pattern?
A PDF pattern is a digital pattern format, which means that you will not receive a paper pattern in the post. We will provide a download link after checkout and in your order confirmation email.
Why does my knitted garment pill (or bobble)?
Pilling (or bobbling) is a natural occurrence when the knitted fabric rubs against itself or another surface. It is to be expected from soft, natural wool yarns and not a fault with the yarn. You will find that your garment pills more at first, and you should find that this will lessen over time and washing. To remove the excess pilling hold your garment taut and gently pick off the bobbles in one
direction, or use a pilling comb.
How should I wash my knits?
For hand-knitted garments we always recommend hand washing in cool water using a gentle detergent designed for natural, delicate fibres, such as Soak [http://soakwash.com]. Putting a knit in a washing machine can cause excessive agitation of the fibres resulting in shrinkage, or ‘felting’.
How should I dry my knits after washing?
Remove any excess water and always dry your knits lying flat. If you hang your knits to dry you may find that they ‘drop’, distorting the shape of the garment.
Why are there knots in my yarn?
Unfortunately it is impossible to manufacture a continuous thread of yarn with no breaks or joins. Commercially manufactured yarn is spun in large batches of many kilometres long. This is then wound into hanks or balls of a specified length, therefore knots could be found anywhere within the ball or hank. We always recommend that you join in any knots in the same way that you would a new ball of yarn, so always at the beginning of a row and leaving a tail to weave in when you finish the garment. We would not expect you to find more than a few knots in any one ball or hank of yarn. If you feel that you have received more knots than is acceptable, please contact us.
Why is Studio Linen labeled as 85% viscose?
Studio Linen is spun, dyed and hanked in Italy. The premium linen content (15%) is grown in Belgium. The recycled content (85%) is from textile industry wastage. The raw material of the 85% recycled content is 100% linen fibre. This is selected wastage from the textile industry. This raw material is regenerated using a hydrolysis method and made into a new fibre officially labelled as an ecologic recycled rayon-linen fibre. This is a certified process. We can no longer call the fibre simply “linen” at this point, as it has been regenerated into a new fibre
Due to EU law we are obliged to use just one term to describe each fibre component of the yarn, from a pre-determined list. Therefore “ecologic recycled rayon linen” must be labelled as “viscose”.
We print this on our ball bands as we sell to EU countries and therefore must comply with this labelling law, although we do not have to if we were to sell only within the UK. For example “merino wool” has to be labelled as only “wool” to comply with this law. We also like to be a little more descriptive, so we have also printed on the ball band that the yarn is a blend of recycled and premium linen. Due to the recycled fibres, this yarn has a much softer that some other linen yarns. Studio linen is a great yarn and knits and crochets beautifully, with good stitch definition and an elegant drape.