If your question isn't answered below, or elsewhere on the site please feel free to email us with it, using the contact us page.
Is your yarn mulesing free?
Yes - we ensure all yarn we buy meets this criteria
Will the yarn contain knots?
In an ideal world no, but during the manufacturing of the yarn they can be introduced. We consider 1-2 knots max per 100g acceptable, but in the majority of cases none should be found.
If the yarn gets snapped during our dyeing process we will either sell it at a reduced rate (listed accordingly), use ourselves or make into minis. We will not sell it for the full price.
Do you have a newsletter I can subscribe to?
Yes we do. Please click on Subscribe in the main menu and follow the instructions to be added to our mailing list.
How often is your site updated?
As we're just getting going with the online store, we haven't settled on a schedule for updates yet. Once we've decided on that, we'll notify you through either our homepage or newsletter if you're a subscriber.
What yarn bases are in your current range?
You can see our current yarn range here
Where do you buy your yarn?
We get all of our current yarn bases from UK suppliers.
What do you dye your yarn with?
Acid dyes, along with food grade Citric Acid for setting and non-toxic detergent for rinsing.
We ensure all water is neutralised before disposal and where possible use it repeatedly before disposal to minimise overall consumption and environmental impact
Are the colours in your photos accurate?
We take all of our photos using a DSLR camera and Light Box with either a white or grey background, in order to show the yarn colour true to life as possible.
Despite these efforts, colours are always a bit subjective and can look different depending on device and monitor colour calibration being used to view the images, so please bear this in mind.
Purchasing and Delivery Queries
Can you combine orders?
Yes we can. We will combine all orders made between time of ordering and fulfilment unless you request otherwise (or it’s cheaper postage wise to have multiple parcels).
We will refund any excess postage when we pack your orders for dispatch.
What payment methods do you accept?
Payments can be made using PayPal, Visa, Mastercard, Amex, Apple Pay and Google Pay
Is VAT included on any of your products?
We do not currently charge VAT.
Do you provide order confirmations and how long will it take for my items to arrive?
All orders placed with us will receive automated emails throughout the confirmation and delivery processes. We aim to post all items within 3-5 working days of purchase, but this is not guaranteed.
If you have any concerns regarding delivery times or need an item quicker, please contact us.
Do you allow refunds?
Yes. Please see our Returns Policy here for details.
How will my items be shipped and what will the cost be?
All orders are shipped using Royal Mail standard parcels and this does not come with tracking by default.
If tracking is required please ensure you select this option at checkout if it is available. If you do not see the option leave us a comment on your order and we will get back to you with options available.
Costs are all calculated by weight using Royal Mail shipping prices.
If you live somewhere that is subject to Customs fees, we can ship your items in smaller packages to avoid those charges, but you would need to cover the postage for each package. I'm afraid we cannot adjust the customs label to avoid charges under any circumstances.
Delivery Times and Missing Parcels
Royal Mail only consider a parcel lost based on the following criteria. Therefore refunds / replacements for lost parcels will not be able to be processed until this time has passed.
No of days stated are after the expected due date e.g due 1st Nov 18 in the UK - Royal Mail will only class as lost after the 15th Nov 18.
UK - 10 working days (typically 3 weeks from dispatch)
Europe - 20 working days (typically 5 weeks from dispatch)
Rest of World - 25 Working days (typically 6 weeks from dispatch)