TERMS AND CONDITIONS.
PREORDERS AND YARN CLUBS –
These are ordered on a pay-now, receive later basis. Payment deadlines and posting dates will be clearly detailed at the time of ordering and of payment. Items will be sent within 10 days of the payment deadline unless otherwise stated. It is normal for there to be a 3-6 week wait to receive your pre-orderd yarns, or yarn club purchase.
Discounts can only be applied at the point of sale and cannot be applied retrospectively.
COMBINED ORDERS –
If multiple orders are placed, we will combine orders if possible. Please be aware that we process a large volume of orders so this may not always occur. You will receive a shipping refund if your orders are combined.
POSTING/MISSING PARCELS –
All parcels are sent via the Royal Mail first class service, which typically takes 1-3 working days to arrive. If you need your items next day, or wish to use a signed for/recorded service, please contact us BEFORE placing your order.
We visit the Post Office 2-3 times a week and orders are usually sent within 1-2 working days. Orders placed on a Thursday or Friday may not be posted until Monday.
Please note that we only post to the address provided with your payment. We CANNOT take responsibility if you have provided incorrect details or if you request the items be sent to a different address.
If your parcel has not arrived within 15 working days of dispatch (UK only, for international orders please allow up to 30 days) then it is YOUR responsibility to contact your sorting office. You can also book a redelivery by visiting www.royalmail.com/redelivery and entering the next working date AFTER your parcel was dispatched. You do not need a ‘sorry we missed you’ card for this.
If there is still no sign of your parcel after you have explored these options, please contact us and we can discuss the matter further.
Items can be returned in their original and unused condition within 14 days of purchase for a full refund of the purchase price, no quibbles.
Please note that postage will not be refunded, nor will you be reimbursed for the cost of return postage unless the item is faulty in which case one set of postage will be refunded. Please obtain proof of postage for all returns. If your returned parcel does not arrive with us, it is your responsibility to seek compensation and a refund will not be issued.
If the item is not received in its original condition (this means the packaging has been removed, yarn has been caked/balled/used, yarn has picked up a scent or animal hair etc) it will be returned to you and a refund or exchange will not be issued.
We do not accept returns on custom orders, yarn clubs or one off boxes.
If you wish to return your yarn after the 14 day period, please contact us to discuss. You may be offered an exchange or store credit to the value of the purchase price. Again, postage costs will not be refunded.
Refunds will be made via the original method of payment.
VAT REGISTRATION NUMBER – 259373373