Our everyday FAQs:

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How can I pay for my order?

• We accept payments via our website by debit/credit card, or PayPal 

• Unfortunately, we cannot accept payments over the telephone 

• We do not accept payments by cheque or postal order

 

What if the product I need is out of stock?

We make a conscious effort to maintain good levels of stock...but there may be occasions when the product you are looking for is out of stock. If this is the case, please feel free to get in touch, so we are able to inform you of its delivery information. For our items that are hand made, we advise there be an approximate 2 week "making" time..

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Is the colour of products on the website true?

Please be assured that every effort is made to ensure all products are as close a colour match as we are able make them. Also, be advised that shades may vary depending on each batch of yarn that we use or your computer monitor or device.

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May I add items to an order once it has been placed?

Please double-check that your order is correct before pressing "place order" as unfortunately it is not possible to add items to an order once it has been submitted.

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How do I cancel an order?

For yarn, patterns and other ready-made items

Please contact us, should you wish to cancel your order. If it remains with us, we shall issue you with a refund. However, if the order has already been dispatched, it is your responsibility to return all items, in their unused/ immaculate condition, at your own cost. Your refund will be issued, following inspection of the goods.

For hand-made/ hand-crafted orders

Sadly, due to the nature and time spent on creating your specific orders, orders may not be cancelled.

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How long will my order take to arrive?

Please see the Delivery Information page.

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What if my order still 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 (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.

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What is your Returns Policy?

Please see the Returns section of the website for information. If in doubt, please do not hesitate to contact us.

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What happens if my order is incomplete or incorrect?

We advise that you should contact us as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to us immediately on receipt.

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What happens if my products are faulty?

Please contact us as soon as your faulty item becomes apparent, where we will do our best to resolve such fault. 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 a month of the order being received.

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Why does my ball of yarn have a knot in it?

Yarn manufacturers do their utmost to reduce the number of joins or knots in a ball of yarn, but they do appear occasionally. Joins or knots are generally more common in natural fibre yarn than acrylic yarn, so they can come as a surprise, particularly if you have recently switched from acrylic to a natural fibre yarn. Joins or knots do not mean the yarn is faulty but 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 of the yarn we sell is "grade A" stock and it comes directly from the manufacturer.

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