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Can I contact you for help choosing yarn?
Yes of course! Plus, we know that sometimes it's difficult to see things together on a screen without seeing them in person. If you need us to put any combinations together for you and send a photo then we can do that. Just get in touch with us via our contact us page.
Can I place my order over the phone?
Yes, just get in contact and we can help.
How can I pay?
We currently accept payments via our website using all major debit/credit cards, PayPal and Apple Pay.
Can I add to my order?
As long as your order has not been dispatched, we can add to your order for you. However, please bear in mind that we aim to dispatch all orders within 24 hours so if your order has already left us then you would need to place a separate order.
Can I cancel my order?
If you change you mind, we are happy to cancel your order for you as long as it has not been dispatched. However, please bear in mind that we aim to dispatch all orders within 24 hours so if you order has been dispatched then it may be too late to cancel.
Can I return unwanted items?
Please refer to our Returns Policy for advice on this.
Which company do you use to deliver my order and how long will it take?
For UK orders, we use My Hermes courier service. The timescale for delivery is usually within 48 hours and they may also deliver on weekends.
For International orders, we use Royal Mail and offer two different services. We highly recommend choosing the enhanced option as this offers full tracking and compensation. Orders within Europe are estimated to take 3-5 workings days and the rest of the world is estimated 5-7 working days but can take longer. Please refer to our shipping page for more details.
You don't have enough of a colourway I would like, can I make a special order?
Please get in touch and we can see about making a special order for you with the dyer. Most suppliers have a 3-4 week lead time but can produce larger quantities for you in the same batch.
I have run out of yarn and you don't have stock of the colourway, can you still get it?
We understand that sometimes you run out of yarn (who hasn't played the odd game of yarn chicken!). If this is the case, please get in touch and we will do our very best to help you.
I need my order quicker, do you offer next day delivery?
We don't offer this as a standard option but can certainly arrange that for you. Please get in contact with us for a quote.
How can I cancel my subscription to your newsletter?
We never want to send you unwanted email so it is easy to cancel this. You can either click 'unsubscribe' at the bottom of any newsletter or get in contact with us and we can amend our records.
Is your packaging recyclable?
We have tried our best to use packaging which can be reused or recycled. If you have any feedback on our packaging once you have received it, please do let us know.
I have received my order but the colours look different to the photo on your website. Why is this?
We employ professional photography techniques using calibrated equipment. Sometimes, if your screen is not quite calibrated the colours will look a little different. You may even find that different types of screen (LCD vs LED etc) make colours look different. However, the differences should only be very slight.
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