Customer Services

How to order

All products can be purchased easily and securely through the online shop using a credit or debit card or using your PayPal account.

If you need any help prior to purchasing, please email me and I’ll be happy to answer any questions you may have.

Payments

The online shop uses Stripe and Paypal to process payments using the very latest secure encryption technology, so you can pay by credit or debit card or use your PayPal account.

I never see your card details and do not store them in any form.

I am also happy to accept payment by bank transfer in the UK, please email me for further details.

Money back guarantee

If you’re not satisfied with your purchase for any reason, please notify me of your intent to return it for a refund no later than 7 days from the date of delivery.

You may return any product, provided that it is returned to me in its original condition and packaging.

The 30 Day money-back guarantee is NOT applicable to custom-dyed yarn or fibre. Please contact me first if there is an issue with a custom order.

For more information, see the Returns section below.

All orders are subject to my full terms and conditions and all personal data you provide is handled in accordance with my privacy policy.

Delivery times

I always try to ship orders out the same day I receive them if I can, but if not, then within 1-2 working days. If there is a delay for any reason, I will be in touch to let you know.

The time it takes to get to you will depend on your location and which shipping method you have chosen.

UK Shipping

Shipping is calculated based on the products in your order and their combined weight.

You will be presented with a set of shipping choices when viewing your cart or during the checkout process. Once you enter an address, the rates will be calculated for you.

International Shipping

I do not currently ship internationally.

Returns

I’ve changed my mind, can I return something

If you’re not absolutely delighted with your purchase, you can return it within 30 days and as long as I receive it in a saleable condition, you will be entitled to exchange or a full refund of the product price. You will need to pay the postage fees to return it to me.

If you would like to exchange the item for something different, any resulting extra cost will need to be paid by you, or if the new item is of lower value, then I will issue a partial refund for your overpayment.

What if my order arrives damaged?

I take every precaution to make sure that all products are securely packaged to give them as much protection as possible on their journey to you.

If the item is damaged, please notify me within 3 days so I can lodge a complaint with the postal service or courier. Please take photographs of any damage, both of the external packaging and the contents and send them as soon as you can (it helps us with insurance claims).

Once I have photos, I will be in touch with details of how to proceed, but rest assured, you will never be out of pocket if something is damaged in transit.

If it is possible, I will exchange the item, but if that is not possible then we will issue a full refund.

What if my order never arrives?

It is very rare for something to get lost in the post.

However, if something does go missing, I have to wait a minimum period before I can put in a claim for a lost package (it varies according to which carrier is used) so please allow 7 days before getting in touch.

Always remember to check your garden, outbuildings or anywhere else that could be used to leave a parcel and check with your neighbours too in case it has been mis-delivered.

In the past, I have known mis-deliveries caused by typos in house numbers and postcodes, so please check the shipping address on your order for errors. Unfortunately, I cannot chase up a lost package or offer any refund if you have provided an incorrect address.

Arrange a Return or Report a problem

If something goes wrong, I will do my best to sort it out quickly. Please email me with as much information as possible and I will get back to you with details of what steps to take next.

Please do not post the item back first, as in some cases, it may not be necessary and you will incur unecessary postage charges.