Please find below some frequently asked questions and the answers. If you don't find the information you need below please call the shop on 01924 565740.
How long does it take for my order to be dispatched?
Everything on our website is in stock in our shop. We dispatch all orders placed before 2 pm the same working day, orders placed on a weekend will be dispatched on Monday. Due to the shop been open late on Wednesday we are unable to do a post run that day, so orders placed on Tuesday evening or Wednesday will go Thursday.
*COVID 19 update* We will continue to dispatch orders through out the lock down until the Government tell us to stop. To limit our exposure we will now only be going to the post office on Monday, Wednesday and Thursday.
How long does delivery take?
Orders upto 2 kg are sent 2nd Class Royal Mail and should reach you in a couple of days. Heavier orders are sent by courier and can take up to 5 days to arrive. Your dispatch notification email will state which postage method has been used and if its courier will contain the tracking number.
*COVID 19 update* The postal system is completely overwhelmed and deliveries are taking much longer than usual. We are seeing it take anything from a few days to up to 2 weeks for parcels to be delivered. Please be patient Royal Mail are doing there best and I'm sure your postie would appreciate a thumbs up or a thank you when they deliver your parcel. Please please do not keep emailing us chasing delivery, once we drop the parcel at the post office it is out of our hands. The date on your dispatch email is the date we took your parcel to the post office please give it at least 10 days before you email us asking where your parcel is.
How much does postage cost?
For the duration of this virus postage is free on all UK orders.
International postage is now available across our store. The cost of postage will be calculated at checkout. Please note if you choose a non tracked option for your delivery we will not be responsible if your parcel fails to arrive.
How will my order be packed?
All patterns are sent in cardboard backed envelopes even if you buy wool as well. This should mean your pattern will arrive in perfect condition. For those of you just ordering a single pattern whilst postage is free your pattern will be folded in half so we can send it free. Yarn is vacuum packed and then placed inside a mailer. The double packaging should ensure your yarn arrives in perfect condition. On arrival simply cut open the vacuum pack and your yarn will take a deep breath and return to its normal proportions.
*COVID 19 Update* - single patterns will be folded in half. There is not enough profit on a single pattern to cover the cost of sending it as a large letter. If you would like your pattern to arrive flat please pay the voluntary postage contribution at checkout.
What about dye lots?
We check dye lots prior to posting your order, if for some reason we do not have sufficient yarn of the same dye lot for your order we will contact you first to check you are happy to accept a mixed dye lot. If you are not we will happily refund your order. If you require a particular dye lot please call the shop on 01924 565740 and we will check for you.
What if I don't like ordering online or I have a question.
Simply call the shop on 01924 565740 and we will answer any questions you have. We can also take your order over the phone if you prefer. Please note if the shop is busy we might not be able to answer the phone, please leave a message and we will call you back as soon as we can.
Do you live locally to the shop?
Did you know we offer click n collect. Simply place your order online and select click n collect at the checkout. Your order will be packed ready for you to collect at a time to suit you from the shop.
I forget to add something to my order can you help?
If you've forgotten something you have two options. Either place another order online and if your original order hasn't been packed we will send the two orders out together and refund you any additional postage charge you may have incurred. Or call the shop on 01924 565740 and we can take payment for the additional item over the phone.
I have a gift card how can I use it?
Our gift cards can be used in both the shop and online. If you are purchasing a gift card online you will be automatically emailed the gift card. You need to either print or forward this email to the recipient so they can use it. To use the gift card online enter the code at checkout, in the shop we will scan it. You don't have to spend the whole balance in one go (unless you want to), our gift cards have no expiry date so you can use it whenever you want.
I've a knot in my yarn?
Unfortunately knots in yarn are fairly standard these days from most of the yarn manufacturers. Yes as a knitter I'm fully aware how frustrating it is, I would suggest cutting out the knot and rejoining on an edge. Your wool would only be considered faulty if it has more than three knots. If this is the case please contact us.
I'm attending a workshop what do I need to know?
Each workshop description has a list of materials you will need to bring with you on the day. For most workshops we no longer provide yarn but we will provide you with a discount voucher to use on the day against any purchases you wish to make.
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