Frequently Asked Questions (FAQs)
Ordering and Shipping
1. What forms of payment do you accept?
+We accept a wide range of payment methods, including all major card providers such as Visa, Mastercard, American Express, Discover, Diners Club, and Maestro. Additionally, we support Union Pay, Shop Pay, Apple Pay, and Google Pay for your convenience.
2. My address has an error what can I do?
+If there's a mistake in your address, please contact us immediately, as we're unable to amend the address once your order has been processed by our warehouse. To get in touch, please use our contact form at the bottom of this page.
3. When will my order be shipped?
+We aim to ship all orders on the same working day if they are placed before 1pm (Monday to Friday). Please note, delays can occasionally occur during busy periods and bank holidays.
4. How can I get expedited shipping for my order?
+All our shipping methods available to you will be presented on checkout.
5. Can I cancel/amend my order?
+If your order has not been picked yet we may be able to cancel it for you but we are unfortunately unable to accommodate changes to your order once it has been placed. Please contact us immediately via the contact form at the bottom of this page if you wish to cancel.
6. How can I track my order?
+When your order is dispatched, you will receive an email with your tracking details. If you can't find it, please also check your junk/spam folder in case it has been redirected there by mistake.
7. My tracking link isn’t working.
+Occasionally, it may take up to 24 hours for the courier to scan your parcel into their system. After it has been scanned, you will be able to track your parcel's progress.
8. Do you offer gift wrap options?
+At present, we unfortunately do not offer gift wrapping options.
9. Can I combine Postage costs on more than one order?
+Unfortunately, we are unable to add items to orders once they have been placed, meaning we cannot combine postage costs for separate orders.
10. My order is late or missing what can I do?
+If your order hasn't arrived within the anticipated timeframe and there have been no recent updates to the tracking information, please contact us so we can investigate this for you.
11. What is the status of my order?
+If you created an account with us when placing your order, you can view your order status on your orders page. If you don't have an account, we will send you an email once your order has been dispatched.
12. Where is my order confirmation?
+Order confirmations are automatically issued upon checkout. If you haven't received yours, please check your junk/spam folder as it may have been mistakenly directed there. If it's still not visible, do get in touch with us, and we will investigate the matter for you.
General
1. Will my yarn come from the same dye lot?
+Yes, we always match our dye lots when picking in the warehouse. If we ever encounter an issue, we will contact you via email or phone, so please ensure you provide the correct contact information when checking out
2. How do I request a specific Dye lot for my yarn?
+Please get in touch before placing your order if you're looking for a specific dye lot. We can then verify its availability for you before you finalise your purchase.
3. Will you honour a sales price on out of stock items?
+Unfortunately, should a sale conclude before the items come back into stock, we will be unable to honour the discounted price.
4. Can you wind my yarn for me?
+At the moment, we're do not offer yarn winding services.
5. How accurate are the colours on your website?
+We strive to ensure our images are as true to life as possible. However, due to variations in device screens and their pixel specifications, colours may appear slightly different in person. Additionally, yarn colours can vary between dye batches. If you're unsure about a colour or have any questions before placing your order, please feel free to get in touch. We're more than happy to assist!
Returns & Refunds
1. What is your returns policy?
+ You are welcome to return any items in new and unused condition within 30 days of delivery, except for patterns and digital downloadable items.
Please be aware that we will refund only the cost of the goods; original postage costs will not be refunded. Make sure you return products with suitable packaging and include a completed returns form. You can download our returns form here: Returns Form
2. How long will my refund take?
+If a refund is processed for your order, please allow up to 10 business days for the funds to be credited back to your account.
3. Can I exchange an item?
+We're sorry, but at the moment we cannot accommodate exchanges for international orders.
4. Are there any care instructions for your yarns?
+Yes, you can find a summary of care instructions in the product description, you can also find the full details on the product ball band.
Product Help
1. What length needles do I need
+If your pattern doesn't state a needle length, then that often depends on you and your knitting style.
If you like to knit on the go, shorter straight needles are good (20-25cm). If you like to 'tuck' your needle under your arm, a longer straight needle length of 35cm or 40cm is best.
If you are choosing circular needles to knit something 'in the round' like a sweater or a cowl, you need a length a little shorter than the circumference of your knitting so your stitches are not stretched round the needle.
2. What type of needles do I need?
+The sort of needles that you should buy or use for a project is usually stated by the pattern that you are using. The most common type used are single pointed needles
3. How many balls of yarn do I need when substituting?
+When substituting yarn with different meterages, you'll need to calculate the total meterage required for your project to determine how many balls of the new yarn you'll need.
For example, if your project requires 6 balls of yarn, each measuring 80 metres, your total meterage is 6 x 80 = 480 meters.
Therefore, if you are substituting with a yarn that comes in 50-metre balls, you would divide the total meterage needed for the project by the length of each ball of the new yarn.
This means you would need 480 / 50 = 9.6 balls. Since you can't buy a fraction of a ball, you would round up and purchase 10 balls of the new yarn.
4. Have a question about a product you're interested in?
+No problem at all! Just reach out to us via our contact form at the bottom of this page, and we'll do everything we can to assist you with your query. We're here to help ensure you find exactly what you're looking for!