We like to get your goods sent to you as quickly as possible, and post within 2-3 working days of your order being placeD for in stock yarn. If you have signed up to a club or pre-order then this dispatch timescale does not apply but details can be found on the product information for each item.
As well as an automated response when you place your order, you’ll also get an email from us telling you when your goods have been posted.
Delayed or Missing Parcels
We send all parcels by either first class mail or airmail. UK parcels should arrive within 1-2 days, airmail within 7-10 working days. At busy periods these timescales can be longer, so dont worry if you parcel isn’t with you the day after posting.
If a UK parcel hasn’t arrived within 5 working days, please check with your sorting office to find out if they are holding a parcel for you but haven’t left a card. Unfortunately this seems to be increasingly common, and it’s where most of our missing parcels turn up.
Parcels are sent standard royal mail – so its not possible for us to track exactly where your parcel is, however if you let us know your parcel hasn’t arrived after the 5 days we can confirm all the details with you regarding postage date/ address sent to etc.
We cannot make any claim against the post office until 14 days have passed from the posting date, so don’t offer refunds or replacements for this period. Almost every parcel does turn up within that time, so while we appreciate that it’s hugely frustrating, we’ll ask you to wait. For overseas packages, we wait a full month.
After 14 working days for UK customers and a month for everyone else we will refund your paypal account if its in stock yarn, leaving you free to reorder. If its a club box then we will replace your box at this point.
We will not refund you if you give us an incorrect or incomplete address so please check that the details you have provided are correct. In the event that a parcel is returned to us after incorrect details are given we will offer you the option of having the parcels sent to the correct address at your cost or receiving a refund of the parcel value less postage costs.
We want you to be happy with everything you buy from us – so if your parcel arrives and it isn’t what you want we’re happy to refund the purchase price. If the entire order is returned we will also refund the postage charged on the original order. We will not refund the cost of you returning the goods to us unless they are faulty. We don’t offer to exchange unwanted goods, however you are more than welcome to order something else.
If you want to send goods back, please email us to let us know what you are returning. We need you to get a proof of posting certificate (free from your post office) and to send the goods to our business address below. If you do not obtain a proof of posting and your parcel goes missing we will not make a refund. All requests for refunds must be made within 14 days of the goods being received, and refunds can only be made if the goods are in their original condition. Refunds will be made within 48 hours of goods being received by us.
The best way to contact us is by email using the contact us page.
Our business address is Unit 6D, Calderdale Business Park, Club Lane, Halifax. HX2 8DB
Payments for purchases made on this site are managed and authorised by Paypal, meaning that we never see your financial details. You do not need to have a Paypal account to make a Paypal payment. We do not accept payment by cheque or e-cheque.
We do not store your financial details as payments are managed via Paypal. We will never share your email address or other details with another party.
All purchases made from this site are subject to UK law. In making a purchase you are agreeing to this.