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).
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.
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.
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.
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.
If the product you are looking for is out of stock you can sign up to be notified when it is back in stock.
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.
Please contact us as soon as possible by e-mail or telephone and we will do our best to add these items on.
Please contact us as soon as possible by e-mail or telephone and we will do our best to amend your 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.
We currently only ship to the UK, we will also ship to BFPO addresses.
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.
Please contact us as soon as you realise you have a faulty item and we will do our best to resolve this.
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.
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.