If you have any questions, problems with orders, or problems with the website; Please don't hesitate to contact me. You can find all my appropriate links in the contact section of the website. I am usually open to chat during most waking hours, but please remember that I am on GMT. I also have a small child, so life sometimes gets in the way of replying swiftly. If you contact me through one channel of communication and I don't reply within 24 hours, please try me elsewhere or try again. I know it isn't your job to chase me, but sometimes messages and emails do get missed because I don't have staff or help.
If you would like to leave me feedback, you can find a form on my customer review section. With this form you can also upload any project images, because I love to see what you've been making! And I will occasionally add your photos to my gallery.
I offer a free yarn caking/winding service. If you don't own the equipment to efficiently wind your yarn, please contact me and I will be happy to deal with it so that you don't have to. All of my yarn comes in skein form (with the exception of hand balled self striping). This requires some work to get it into a useable state. The best way to deal with it is to use a swift and a ball winder or nostepinne. You can survive without a swift, by using the hands of a partner or the back of a chair. But if you have never done this before, please do let me cake the yarn for you. I am happy to do it.
All my yarn is dyed in a smoke free home. I do have a cat and a dog, but they spend very little time in the kitchen. If you have a severe pet allergy and need to ask me anything, please don't hesitate to contact me. All of my yarn is rinsed with water only, no scented soap or soak.
I don't dye a huge amount of alpaca, or BFL. I don't currently carry mohair. But in the event that I do, I try to keep these fibres separate from the merino/standard bases because of shedding and cross contamination. So if you have a fibre allergy, you should be safe with me.
You can find a lot of information about where my yarn is sourced etc, in my FAQ section. But I am proud to work with an ethically sound wholesaler, and I am 100% open to any questions you may have regarding the production of my yarn, even before it gets to me. If I don't know the answer, I can get it for you. I believe in being transparent when it comes to animal byproducts.
However, I will not discuss my techniques and dyeing with you.
I understand that plastic packaging is harmful and often a pointless step in the packaging process. I use eco mailer bags, and bio-film clear bags inside the mailers. This is the best way for me to protect your yarn on it's journey whilst also being conscious and keeping costs down for you.
My bio film bags are made in the UK from film that has been accredited to ‘OK biobased’ and DIN EN 13432. They are made from annually renewable PLA derived from corn or similar starches (potato etc.) and are fully biodegradable and compostable, breaking down to CO2 and H2O.
My eco mailer bags are 100% recyclable, made in the UK. However, they are not biodegradable or compostable. Please put these in your recycling or re-use them yourself at home.
I have looked into using paper postage bags, but at this time they are not very cost effective and would increase your postage price significantly. However, if you have an issue with any of my packaging and would prefer me to simply wrap in brown parcel paper, I am happy to do that for you as long as you accept liability for any possible damage to your package. Just get in touch.
Custom Dyes and Dye To Order.
I have had to re-evaluate my turnaround time for custom dyes and dye to order, because I have got to a point where I had so many to do that I was rarely meeting the estimated 2 week turnaround. It is unfair to you that I give a turnaround that I can no longer meet, so to be safe I will now be stating (up to) 4 weeks for custom dyes and dye to order. This time frame is easier for me to meet and in all likelihood it won't get to the full 4 weeks. But please contact me if you need something super quick and I can tell you if it is possible. I do have quiet periods, so I might be in a position to do it instantly or soon.
All custom dyed colourways and requests remain my own intellectual property, and I am free to dye those colourways in future for sale on my website. Unless discussed and agreed with me.
I am working towards my website being accessible to everybody, including those with impaired vision. I design and edit the website myself, and I am not a professional web designer (by any stretch of the imagination!). So accessibility is a learning curve and very much a work in progress. I have begun to add alt text to my important images, but I am sure I am lacking in many places. With that in mind, if you are visually impaired and there is something about the website which doesn't translate for you, please do email me with as much information as possible. I would love your feedback.