Frequently Asked Questions

The current COVID-19 (Corona Virus) pandemic has affected every individual and business worldwide, and the impact of this is likely to be felt for a while longer. As a small independent family-run business we have not been affected as much as others, but there has been some impact. However we are working around this and will continue to try and provide our normal standard of service to you, our customers. We are grateful for the continued support that has been shown by both existing and new customers throughout this time but unfortunately there has been an impact to the delivery of orders once it leaves us and enters the Royal Mail system. Please accept our apologies for this.

Unfortunately Royal Mail has been severely impacted by increased levels of post and a reduced level of staff, this has inevitably meant that there are now delays within their processing and delivery network, with some area’s of the UK affected more than others. Please allow longer than normal for your order to arrive.

To answer some of the frequent questions we have received via email, please see the below FAQ’s that we have added that are specific to COVID-19 (Corona Virus).

Thank you again for your support during this time. Stay safe and happy crafting – Helen

COVID-19 (Corona Virus) Frequently Asked Questions

Will there be a delay with my order shipping?

Unless we have contacted you directly to advise differently, your order will be processed and shipped as follows:

Standard or Free Delivery:

• Order’s placed Monday to Friday before 4pm – processed and shipped the same day
• Order’s placed Monday to Thursday after 4pm – processed and shipped the next day
• Orders placed Friday after 4pm – processed and shipped Saturday
• Orders placed Saturday and Sunday – processed and shipped Monday

Courier Delivery:

• Orders are being processed and shipped as per our Delivery Information which can be viewed here.

Will there be a delay to me receiving my order once shipped?

For non-courier deliveries we use Royal Mail, unfortunately, once your order enters the Royal Mail system there may be a slight delay in you receiving your order. How long this delay is depends on the area of the country you live in. Royal Mail services are under a lot of pressure due to an increase in mail volumes, reduced staff levels and changes to working practices due to social distancing. They are working as quickly and as hard as possible to work through the backlog of mail and deliver this. Please allow longer than normal for your order to arrive.

Courier deliveries are not as impacted as Royal Mail, but please note that we cannot guarantee that they will arrive next day.

I selected Standard or Free delivery for my order, are you able to tell me when I will receive it?

Our standard and free delivery is via Royal Mail, this is an untracked service, we are therefore unable to provide a delivery date for your order if you have chosen either of these options.

Can I cancel my order and get a refund?

If your order hasn’t been shipped, we are happy to issue a full refund to you. If your order has been shipped, you will need to return the unwanted items to us before a refund can be issued.

If you would like to cancel your order because your items have not been received and you believe they have been lost please contact us. Royal Mail do not consider a package lost until 13 working days after it is sent. Unfortunately we will be unable to issue a refund until 13 working days after it was sent has passed.

Standard Frequently Asked Questions

How can I pay for my order?

We accept payments via our website using PayPal, you do not have to have a PayPal account and can pay by debit/credit, or PayPal.

If I have a discount code that takes my order below £25 will I still get free delivery?

No, you must spend over £25 after the discount code has been taken off to qualify for free delivery.

Is the colour of the 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. All images are colour corrected on a colour calibrated monitor. Please be aware that shades may vary depending on your computer monitor or device.

Will I receive the same Dye Lot for each colour?

Where you place an order for two or more balls of the same colour yarn we will endeavour to always send the same dye lot, however this is not always possible. If we only have mixed dye lots and there is a big difference in the colour we will contact you before shipping 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.

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?

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 Information page.

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 13 working days after it is sent. It maybe 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 returns policy?

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

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.

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 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, 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, direct from the manufacturer.

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.

I’m outside the UK and your yarn weights / needle sizes don’t make sense!