Shipping & Returns
Important information about shipping and returns policy.
Despatch times: In stock orders are shipped within 3 working days. I always aim to send within 1 working day, but sometimes other things get in the way.
Custom dye orders are shipped within 14 days from date of payment, but I will occasionally need more time during busy periods. I will liaise with you about your custom dye order, so don't panic if you need it sooner.
I will not start dyeing until payment is received.
Yarn clubs are shipped according to the club, details of which are found on sign up forms and invoicing.
How items are shipped:
Single skeins will be shipped within the UK as large letter, they will come untwisted in a plastic package. This makes shipping much cheaper for you. Don't worry, this doesn't tangle your skein. If you would prefer to get your skein twisted or caked, please let me know and I can invoice you the postage excess. Or, if you need help with twisting your skein once it arrives with you, let me know and I can instruct 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.
You can see my customer care section for more information on my packaging.
I am not responsible for any customs, tax and duty charges incurred on international orders. I must accurately fill in all customs declarations. So please ensure that you are either willing to pay any money due, or you are under any thresholds set by your country. I am willing to split orders into separate packages if this helps, but you must pay the postage for both parcels, so it may not be any more economical for you to do that.
Return & Exchange Policy
I accept returns of unwanted in stock items within 14 days. This does not apply to custom dyes and yarn clubs. Unwanted items within the returns policy must be posted back to me at your own expense, in it's original resalable condition, as it arrived with you:
In twisted skein, or flat. Not hand balled or caked. All ties still intact. With label/band attached as it arrived with you (if applicable). Once I receive the item, I will issue a refund, replacement or store credit (which ever you prefer).
Beyond that, I only accept returns/refunds/replacements for the following items:
Stitch markers which fall apart/are not fit for purpose.
Skeins of yarn with more than 3 joins/knots in (this is fewer than industry standard).
Orders sent out to you by mistake/mixed up orders.
If you make a custom order, I will endeavour to work with you to get it just right. This involves showing you photos and even re-dyeing before it is sent out. Once the yarn has left my possession, I cannot accept returns on custom orders except in the instance listed above.
I don't accept returns on yarns that bleed/colour run. Unfortunately, whilst I rinse everything fully and never send anything out that is still bleeding; some colours appear to run clear and then begin to bleed later on. This is because the dyes used have gradually been made safer over the years, and with that you lose some chemicals and colourfastness. I'm happy to discuss this with you, should you have a problem with bleeding. Obviously, there are degrees of bleeding and there are exceptions to this rule, so please do get in touch if you have a big problem.
If you have an undelivered order, please contact me so that I can sort that out for you.
If you have unwanted yarn from me, I know of an extremely good Facebook group (UK based) where you can sell your unwanted luxury yarn.