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Postage & Returns

 

Standard Shipping Costs:

We will normally dispatch your order the same working day if ordered before 12pm UK time, although it can sometimes take longer particularly during busy periods. Our working days are Monday to Friday excluding UK Bank Holidays. We ship to virtually any address in the world.

Destination Postage Cost
 United Kingdom         £2.50 for orders below £25 
Free for orders £25 and over 
European Union Minimum postage cost £3.00 
Calculated based on weight 
e.g. 1 x 100g ball of yarn = £3.00 
2 x 100g ball of yarn = £4.50 

United States
(Tracked only)

 Minimum postage cost £9.00 
Calculated based on weight 
e.g. 1 x 100g ball of yarn = £9.00 
2 x 100g ball of yarn = £10.00 
 Rest of the World Minimum postage cost £3.00 
Calculated based on weight 
e.g. 1 x 100g ball of yarn = £3.00 
2 x 100g ball of yarn = £4.50 

 

Our standard carrier is Royal Mail. At our discretion we may upgrade you to a service which is tracked or requires a signature, and in some circumstances may use a different carrier.

 

UK Order Shipping Upgrades:

Orders are normally sent using Royal Mail 48 (2nd class), but can be upgraded during checkout

  • £3.50 - Royal Mail 24 (1st class)
  • £5.00 - Royal Mail Tracked 48*
  • £6.50 - Royal Mail Tracked 24*


International Order Shipping Updates:

Orders to outside the UK are normally sent using Royal Mail International Standard, but can be upgraded:

  • International Tracked* is calculated by weight and costs a maximum of £8.00 extra
  • The International Tracked* service is not available for all countries so we may use International Signed* or International Tracked & Signed* instead.


To see the exact postage price for your order we need to know where its being delivered to:

  1. Add what you would like to buy to your cart / basket
  2. Click Shopping Trolley / Cart icon found at the top right of the web page
  3. Next to Shipping, click "Add Info"
  4. Enter the country you want to send the order to get the exact prices and available options


*only those services marked with an asterisk have a tracking code, and may require a signature on delivery. The tracking code can be entered on the following website: http://www.royalmail.com/trackandtrace. Outside the UK Royal Mail rely on your local postal service to track the parcel. This is often available through their online site but may also be available by calling them directly. In some countries the item will not track locally until they attempt delivery.

 

International Customs, Duty, Taxes & Fees

While we pay Royal Mail / couriers the full amount they require, our prices do not include any customs, taxes, duties or fees that may be charged by your local authorities or postal service.

Some countries, notably Brazil, charge a fee for every international package before they will deliver it. Other countries may charge handling fees, taxes and duties before they will deliver it. This is a complicated area and varies country to country. We advise that you check with your local authorities prior to placing an order.

We are not able to under declare the value of your order, and also electronically transmit the information to Royal Mail and our couriers who may make this available to your local custom authorities.

Please note that as of 1 January 2021, the UK is no longer in the EU customs area and so is considered a 3rd country for the purposes of imports.

Should an order be returned for non-payment of these fees we will refund the cost of the items, but may not refund all or part of the postage cost you paid. This is because we are not refunded by the postal services for returned packages. 

 

Delivery Times

From the date of dispatch, delivery to elsewhere in the UK normally takes:

1-2 working days for Royal Mail 24 (1st class) / Royal Mail Tracked 24
2-3 working days for Royal Mail 48 (2nd class) / Royal Mail Tracked 48

Royal Mail do not guarantee these delivery times and it can take longer, especially at busy times of year. If it has been more than a week since the estimated delivery time, please contact us.

 

Overseas delivery is by airmail, and Royal Mail (who will pass over to your local postal service) aim to take 3-7 working days to deliver to most countries, but it can take considerably longer. If you would like a more accurate estimate for your country, please contact us.

Royal Mail provide a status update on international post here.

Royal Mail guidelines state they will not investigate any claim of loss until a certain amount of time since the expected delivery date has passed. This is 10 working days for UK orders, 20 working days for items to the EU and 25 working days for all other international orders. If you have not received your order by this time please contact us.

 

Returns Policy

Please contact us before making any return, or if you have any problems with your order. Do this by calling or emailing us, quoting your order number. Alternatively you can login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.

You may return most new, unopened items within 60 days of delivery for a refund.

In the UK we may only refund the cost of basic shipping if you have opted for an enhanced service such as Special Delivery or Tracked.

Outside the UK we may retain some, or all, of the amount paid for shipping to cover the cost of sending the order to you.

We'll pay the reasonable shipping costs both ways if the return is a result of our error, such as you receive an incorrect or defective item - but please contact us first as we can often resolve these issues quickly.

Any goods returned should be in saleable condition (unless faulty/flawed on receipt). You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.

Your refund will be paid within 7 days, and normally much faster.

We'll notify you via e-mail of your refund once we've received and processed the returned item.