How can I pay for my order?
We only accept payments via our website by debit/credit card or PayPal.
What if the product I need is out of stock?
If the product you are looking for is out of stock you can send us an email to firstname.lastname@example.org and we will email you back with an estimated time for your items to arrive.
Is the colour of yarn on the website exactly what I will receive?
We photograph all our items ourselves and make every effort to match the exact colour on screen as they appear in real life. Please be aware that shades may vary depending on your computer monitor or device.
Can I add items to an order once it has gone through?
Please double-check that your order is correct before processing your order as unfortunately, it is not possible to add items to an order once it has been placed and paid for.
Can I change my address on an order once it has been placed?
Please contact us as soon as possible by email or telephone and we will do our best to amend your order.
How do I cancel an order?
Please contact us as soon as you wish to cancel the order. If it is not been shipped yet, we will cancel and refund your order. If it has already been shipped, you will have to return the unwanted items to us once they are delivered for a refund or exchange.
Do you ship internationally?
Yes. Please see our Delivery Information page for the countries we ship to.
Can I pay in my own currency?
We are a UK company, so all of our payments are taken in Pounds Sterling. When placing an order for delivery outside of the UK, you will be charged in Pounds Sterling, and your credit card company or bank will convert the amount into your local currency (e.g. Euros, Dollars, etc).
How long will my order take to arrive?
Please see the delivery section. This can vary from 2 days in the UK to 7-10 days overseas and is dependent on the current climate (Christmas)
What if my order still hasn’t arrived?
Please email us and we will do our best to resolve any issues. Royal Mail does not consider a package missing until 10 working days after it is sent (though we are having to extend this time frame during the Coronavirus crisis, as some items are taking longer than 10 working days to arrive, and are not lost, they're just delayed). 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.
What is your return policy?
Please see the returns policy section of the website for information. If in doubt, please email us.
What happens if my order is incomplete or incorrect?
Please contact us by email as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to us within three months of receiving your order.
What happens if my products are faulty?
Please contact us as soon as you realise you have a faulty item and we will do our best to resolve this. We may ask you to email photos of the faulty item to us so that we can send these to the manufacturer. Any fault needs to be reported to us within three months of the order being received.
Why does my ball of yarn have a knot in it?
Yarn manufacturers do their best to minimise the number of joins or knots in a ball of yarn, but they do crop up occasionally.
Joins or knots do not mean the yarn is faulty. However, if you have a large number of joins or a particularly "knotty" ball, please take a photo, contact us and we will do our best to arrange for a replacement.
If your personal question isn't answered in this FAQ, please email your query to email@example.com and we will get back to you ASAP