When will my order be delivered?
We endeavour to deliver your yarn order within 3-5 working days from the date of dispatch (for the majority of UK based addresses, for alternative addresses, please see below, under ‘Where is My Order?’). Patterns are sent immediately via email to the address specified when the order is placed. If you have created an account, the patterns will also be stored there.
Why hasn’t my pattern arrived in my delivery?
All patterns are sent as a PDF via email. We automatically send the pattern to the email address on the order, as soon as the order has been confirmed. Why should I set up an account? If you set up an account, you can hold your patterns in a dashboard so that they are easy to find and file.
Do you ship to anywhere in the world?
Yes – we can send our yarn to anywhere in the world.
Why do you sell your patterns on Ravelry?
We sell our patterns on Ravelry as it is one of the most popular knitting and crochet website in the world, with users from every country.
Where are the sheep that your yarn comes from?
All of our wool comes from sheep in Australia. This is because it is the highest quality yarn available, especially for hand knit purposes.
Where is your yarn spun?
Our yarn in spun in the heart of Yorkshire, in a traditional textiles town called Huddersfield. Our mill sits in the hills of Slaithwaite village.
What if I want to make a return?
If you would like to make a return, please read our Returns Policy, alternatively, send an email to firstname.lastname@example.org stating what you would like to return and the reason for return.
What if my product is faulty?
If your product is faulty, please either send us an email to email@example.com, or call us on +44 (0)1484 848431, quoting your order number, the product in question and the fault. We will endeavour to fix the problem for you as soon as possible.
You have sent me the wrong product – what do I do now?
If you have received your order and we have sent you something which you haven’t ordered, please contact us via email on firstname.lastname@example.org or via telephone on 01484 848431.
Is the yarn washable?
Yes, all of our yarns are machine washable at a recommended 30°C using a wool specific detergent. We always recommend to machine wash on the wool cycle on your machine.
Do I need my dye lot number?
If you place an order for more of the same yarn, please email us your dye lot number and we can ensure that all of the yarn you have is matching if we have that dye lot number in stock.
Is the colour on the website accurate?
Always allow for a slight colour differential when comparing colours to a computer screen. This is because everyone has different settings and resolutions, so some colour variation may occur. You can buy a shade card if you would like to see a true representation of the colours.
I ordered the wrong item, can I return/exchange?
We don’t offer an exchange service, but if you ordered something which you want to change, please return it to the address in our Returns Policy and we will issue a refund against this order. You can then re-order the items you want, under a new order number.
Can you send my order to a different address?
Yes, when entering your address at the checkout, you may input a different delivery address to the billing address.
Will I be billed in my own currency, even though the prices displayed are GBP?
Yes, when you reach Secure Trading to make your payment, the prices will automatically be calculated in your own currency. All of the prices shown on our website are in GBP.
Do I need to create an account to place an order?
No, you can check out as a guest or set up an account.
What types of payment do you accept?
We accept all card payments, excluding American Express and Visa Electron. You can also pay via PayPal.
Who will deliver my parcel?
We send all of our parcels with Royal Mail and always obtain a tracking number so we can pass on this information if needed.
Where is my order?
Your delivery should be with you 3-5 working days after placing your order if you are in the UK. If you are in Europe, it may take 5-10 working days and if you are anywhere else in the world then it may take 15-20 working days for delivery.
How long does it take to process a refund?
A refund will take up to 14 days to process, from the date we receive the goods back with us. By this time, any monies should have cleared back into your account.
My coupon code won’t work.
If you have a valid coupon code which won’t work, please contact us on +44 (0)1484 848431 or email@example.com and we will endeavour to fix this for you. If the coupon has expired, we will not be able to honour its value.
When will I receive my pattern?
We email the pattern out as soon as the order has been confirmed. If you haven’t received anything one hour after placing a successful order, please check all folders in your email account, including the Junk Mail folder. If you are still struggling to locate the email which includes the pattern, please contact us.
What are your opening hours?
We are open Monday – Friday, 8.30am – 5.30pm GMT.
What size needles/hook do I need for my project?
If you want to knit one of our patterns and require this information, please go directly to the pattern on the website and look at the table on the page, this will show you what equipment you need.
How much yarn do I need?
If you want to knit one of our patterns and require this information, please go directly to the pattern on the website and look through the thumbnail images, there is a chart which shows you the quantity needed for each size available.
Do you send out samples?
We don’t send out individual yarn samples, but we do have a Shade Card available. This is available for all fibre types that we manufacture.
I have a knot in my yarn – what do I do?
We recommend that you pull your knitting back to start of the row and re-join the yarn at the edge of your work.
Is it normal to get knots in a ball of yarn?
An occasional knot is to be expected, especially with natural fibres. We aim for no knots, but it is possible to get the odd one or two. If you have more than three knots in one ball of yarn please contact us at firstname.lastname@example.org, or on +44 (0)1484 848431 and we will replace the ball in question.