Shipping and Returns
You may return new and unused products within thirty days of delivery for a full refund of the cost of the goods only. We will not refund the original postage costs. Unfortunately, we cannot refund yarn that has been wound into a ball, or partial yarn or colour packs. Only full yarn packs are returnable. Please return products with appropriate packaging (the original, undamaged packaging is best) along with the delivery note - please let us know why you are returning the item. Please do get a proof of posting receipt just in case your parcel goes astray.
Faulty, defective or wrongly delivered goods will be fully refunded, including the original and return postage costs. This is only as long as the fault is not due to misuse, use against the manufacturer's recommendations or reasonable wear and tear.
* We are unable to accept returns of books, leaflets or digital patterns once downloaded, unless there is a fault. In the case of a fault, please contact us within 30 days of purchase. It is your responsibility to download the pattern(s) and check that for faults within this period. We will not be able to issue a refund after this time.
In addition to our own Returns and Refunds Policy: under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days upon receiving any goods to cancel your order. When cancelling an order you can only cancel the entire order, no partial cancellations will be accepted. Where you exercise this statutory right to cancel, we will fully refund the price paid for the goods and the original delivery costs. The refund will be paid to you once we receive the goods in a resaleable condition. In all cases of cancellation, the notification to us must be made in writing (e-mail counts as in writing) within 14 calendar days of you receiving the goods and should include the order number and details of the claim. Your email, letter or fax will be deemed to have been received by us on the date you send it. The goods must be sent with their original, undamaged packaging and the original invoice. Please note that if you have purchased digital goods from us such as digital patterns, once you have downloaded those digital goods, you will no longer be able to cancel your order
If you have a problem or need some advice please get in touch; you can call 01943 230010 (Mon - Fri 8 am - 5 pm) or send us a message to firstname.lastname@example.org
If you are resident in the European Union, the following European Commission online dispute resolution platform is available to you as a framework for extrajudicial settlements of disputes arising from online contracts: http://ec.europa.eu/consumers/odr/UK Orders
Royal Mail: All goods delivered to the UK (including Channel Islands) are sent by Royal Mail 24 or 48 service; Monday - Friday (excl Bank Holidays). We aim to pick, pack and dispatch all orders from our warehouse within 3 Working Days. During extremely busy periods there may be a day or two delay in dispatching your order.
Royal Mail 24 is not a guaranteed next day service, though most orders do arrive the next working day. However, please allow 10 working days for delivery (this is a time limit imposed by Royal Mail, not ourselves). Royal Mail 48 typically delivers in 2-3 working days. Please note that these orders can be sent to all UK postcodes (including Northern Ireland and the Channel Islands). For large, heavy or high-value orders we reserve the right to upgrade delivery from Royal Mail to an insured next-working-day courier service at no extra cost.
Royal Mail International: International orders are sent via Royal Mail. The maximum permitted weight per package is 2kg (including packaging), so if your order weighs more than 2kg, you will be charged for two packages. If your order weighs more than 4kg, you will be charged for three packages, and so on. Packaging adds around 10% to the weight of the goods, so please allow for this when calculating the weight of your package. We do not make a profit from our postage charges – they simply reflect what Royal Mail charge us. Orders are usually delivered within 7-14 working days, though can sometimes take longer. Regrettably, we have no control over how long the international postal system will take to deliver your order.