What are your delivery costs?

Our packing and delivery rates are based on the value of items you order. Orders £15 or over will have free delivery, if your order is under £15 then there is a charge of £3.95. We use Royal Mail’s 2nd class service to deliver our parcels to UK postcodes (including Northern Ireland, the Channel Islands and BFPO).

How long will my order take to arrive?

Most orders are dispatched the same day, though during extremely busy periods, it may take an extra day or so to dispatch your order. Royal Mail aims to deliver your parcels in two or three working days, including Saturdays.

If you require your items urgently, please contact us to discuss next day delivery, this may be subject to an additional charge.

What if my order hasn’t arrived?

Please contact us and we will do our best to resolve any issues. 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.

Can I collect my order?

You are welcome to collect your order free of charge from our studio. Please note our opening hours or contact us to make special arrangements.

How can I pay for my order?

We accept payments via our website and over the telephone by debit/credit card. We accept payment by cheques from a registered organisation (ie a Girlguiding unit) when you collect your order.

What if the product I need is out of stock?

If the product you are looking for is out of stock you can sign up to be notified when it is back in stock.

Is the colour of thread/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. 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 contact us as soon as possible by e-mail or telephone and we will do our best to add these items on.

Can I change my address on an order once it has been placed?

Please contact us as soon as possible by e-mail 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 has not been dispatched, we will cancel and refund your order. If it has already been dispatched you will have to return the unwanted items to us.

Do you ship internationally?

We currently only ship to the UK, we will also ship to BFPO addresses.

What happens if my order is incomplete or incorrect?

Please contact us as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to us within 7 days of receiving your order.

What is your returns policy?

Please see the Returns section of the website for information. If in doubt please contact us.

How do I return a faulty item?

Please contact us as soon as you realise you have a faulty item and we will do our best to resolve this.

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 are generally more common in natural fibre yarn than acrylic yarn, so can come as a surprise if a knitter or crocheter has recently switched from acrylic to a natural fibre yarn. 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 contact us, and we will do our best to arrange for a replacement. Please rest assured that we do not sell “seconds” – all yarn we sell is “grade A” stock.

I can’t log into my account

Please contact us with the e-mail address you registered with and we will either reset your password or look into why you can’t log in.