Delivery and Returns
International Orders - Import Duties and Taxes
You may have to pay import duties and taxes, which are levied once a package reaches your country (as of 1st January 2021, this also applies to EU countries). Any local duties, taxes or customs charges assessed by your government are your responsibility. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country. Charges for customs clearance and import duties must be borne by you; we have absolutely no control over these charges and cannot accurately predict what they may be. We recommend you contact your local customs office for further information prior to placing your order. Please also note, international shipments may be subject to cross-border inspections by customs authorities.
Where do we ship to?
We ship world wide, we use a wide range of shipment services that cover all countries to ensure that you get your products wherever you may be.
How much do you charge for shipping?
We have several shipment classes depending on where you are located as well as the total weight and order total of your purchase.
Unfortunately, it is not possible to make adjustments to orders, which includes adding and combining orders once they have been placed. If you would like to cancel your order, please email email@example.com immediately. We will cancel your order if we can, but we cannot guarantee that it will be possible if it’s already been prepared for shipment.
If you experience any problems with the items you received, please email us photos and a description to firstname.lastname@example.org.
If you decide you want to return any goods which are not faulty, please be sure to return them to us within 14 days. (Please see how to return items to us). We will arrange a full refund once the items are returned and are unused, unopened and in salable conditions. The cost of returning the items is the customers responsibility.
If you receive any items that prove to be faulty, please stop using the product and contact us as soon as you can. We will do our best to resolve this. Please send us photos of the faulty item to us, so we can also send them to the manufacturer. Any faulty items need to reported within three months of the order being received.
Before you return the items to us, please send us an email at email@example.com. Shipping back is the responsibility of the customer.
How to return items to us?
Please package your items up appropriately and include your original invoice. Add a note with your email address and phone number and whether you’d like a refund or exchange for the item(s) you are returning. If you are wanting to do an exchange, please let us know which item you would like to have in place of the item(s) you are sending back.
If you are not able to include your original invoice, please include your email you used to make the purchase and your post code so we can find your order in our system.
Please send us an email at firstname.lastname@example.org and we will give you the address to ship your item(s) back to us.
If you are asking for a refund, we will process that as soon as possible, providing the items are unused, unopened and in sellable condition upon return.
If you have asked for an exchange, we will process that request as soon as possible once we received the items back and those items are unused, unopened and in sellable condition. If additional payment needs to be taken (replacement items are priced higher than the original item(s) returned), we will contact you by email to arrange this.
Our returns policy is mostly the same for international customers. However, if you are outside of the UK, we will have to charge new postage for the items being shipped to you. This payment will be taken by sending you a PayPal invoice to the email you provided.
Meet the staff
The glue that holds the shop together, Jo is the one that packs all your orders, shops for new yarn and everything behind the scenes.