How do I contact you if I have a query about my order?
You can email us at firstname.lastname@example.org or fill out the contact form found in the VISIT tab.
How quickly will I receive my order?
We try to send orders within 24 hours if we receive them Monday to Saturday (or if you order early in the morning it might go same day). All UK orders are sent by Royal Mail with your postage preference and most are delivered the next day. If you have ordered a large amount of yarn they might be sent as multiple bags however you will only be charged once for the shipping.
What stock do you have?
We try to keep all the items on our website in stock and the website will alert you to current stock levels if you try to add too many. If a certain item is out of stock or you require a different shade please email as most items are delivered within 24 hours, Onion Knit products take a few days due to their location however we are currently the only UK Stockist of these and will do our best to import them for you.
Will my order be picked from one dye lot?
Yes - However some yarns do not have dye lots or have extremely consistent dye shades (such as Lopi) and we may send from different.
Can you wind my skein?
Yes, however these items are no longer able to be returned/refunded however we will check the yarn for faults as we wind it. If you want your skeins wound please email or pop it into the comment.
Can I return an item if I don’t like it?
Yes as long as the item is returned within 14 days in a saleable condition.
You have the right to cancel an order within 14 days of receipt of the goods. Should you wish to cancel your purchase within 14 days, please contact us in writing or by e-mail. Providing that unwanted goods are received back to us in unused, unopened and re-saleable condition within 14 days of delivery, we will refund payment for the goods. Orders placed by credit or debit card from this website will be refunded directly to your credit or debit card. Orders placed by Paypal will be refunded to your Paypal account. These refunds will be made within 14 days of return of goods. We cannot accept liability for returned goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery. Please remember to give us your name and address, and a copy of your purchase receipt. The cost of returning goods will be borne by you. In the unlikely event that you receive damaged goods, or items are missing from your parcel, please notify us within 3 days of receipt and goods will be re-dispatched on return of faulty items.
Can I return a pattern if I don't like it?
Unfortunatly no, patterns have a strict no returns policy. If you purchase a kit with pattern + yarn, this is also on a no returns policy, however we are happy to swap the yarn to a different colour. Also, if you use slightly less yarn and have some whole skeins/balls left over we will exchange this for store credit.