Frequently Asked Questions
I'm looking at a product that I want but it is out of stock?
If the product you are wanting to purchase is out of stock but you would like to be notified when it comes back in stock, simply enter your email address into the 'Email Me When Back In Stock' box for that product and you will notified when we have it back in stock.
How long will delivery of my order take?
All orders are processed either the same or next day, and it also depends on which delivery option you have selected, either Royal Mail 48 or Royal Mail 24, for full details please visit our Delivery and Returns Page.
Can I cancel my order?
You can cancel your order up to midday of the day you placed your order, after this your order will have been processed and dispatched, to cancel your order please visit our Contact Us page to find out how to get in touch, please also visit our Delivery and Returns page to find out how to return your order.
My order is a gift for someone, how can I request that there is no invoice placed inside the box?
When you are checking out there is an option to add order notes, please say that you would not like an invoice inserted into the box and we will leave it out. You will still receive your normal email invoice.
Can I change/add items to my order once I have placed it?
Unfortunately we are are unable to amend your order once you have placed it, so please double check that you are happy before you place your order.
Can I change the delivery address on my order?
Please telephone us as soon as you know you need to change your delivery address, unfortunately if your order has already been processed we are unable to amend your delivery address.
Are the colours and descriptions of products on your website accurate?
Every effort is made to ensure all products are as close a colour match as we can make them, and all product descriptions are regularly checked to ensure that they are correct. All images are colour corrected on a colour calibrated monitor. Please be aware that shades may vary depending on your computer monitor or device.
My order has not arrived?
Please see our Delivery and Returns page for more detailed information, if your order has not arrived within 7 working days please contact us with your delivery postal code and order number, full contact details can be found on our Contact Us page and we will do everything we can to resolve the problem.
What happens if products within my order are faulty?
Please visit the Contact Us page to find out how to get in touch, please then send us your delivery postal code and order number and explain what is faulty with your products, when we have agreed there is a fault you can either have a replacement dispatched to you or we can refund you for the faulty product. We may ask you to send us photos of the fault so that these can be sent to the manufacturer.
My order has arrived short or incorrect?
Please Contact Us immediately so we can resolve the issue by dispatching any short or replacement products to you. Please quote your delivery postal code and order number.
Why does my ball of yarn have a knot in it?
Yarn manufacturers do their best to minimise the number of joins or knots in a ball of yarn, but they do appear occasionally. Joins or knots are generally more common in natural fibre yarn than acrylic yarn, so they can come as a surprise if a knitter or crocheter has recently switched from acrylic to a natural fibre yarn. Joins or knots do not mean the yarn is faulty. However, if you have a large number of joins or a particularly "knotty" ball, please Contact Us, and we will do our best to arrange for a replacement. Please note that we do not sell "seconds" - all yarn we sell is "grade A" stock, direct from the manufacturer.
I can't log in to my account?
Please Contact Us with the email address you used to create your account with us and we will reset your password.