How do I contact you if I have a query about my order?

 You can email us at freeholdyarnco@gmail.com.

How does the sample scheme work?

Each sample order allows for 5 samples, each yarn sample is about 20 cm’s long to allow you to feel and see the wool with complete accuracy. Samples might not be taken from the same batch as the yarn you receive however if a batch has a big difference we will be sure you get a good representation.
Please fill out the notes section with the yarn/colour you’d like.

Once you’ve processed your order, you will be emailed a gift card for the amount spent, this can be used on any future orders (regardless of what samples you’ve purchased).

Yarns that are available for this scheme can be seen on the purchasing page.

This is a new scheme to us and we welcome feedback on it.

What if I’m already making an order?

In this case (for orders over 5GBP), please feel free to indicate what samples you’d like in the notes section of the order.

How are my orders packaged?

In an effort to reduce waste we’re only use fully recyclable packaging. After extensive testing and trial and error, we’ve gone with strong paper bags - these sacks are thick and water resistant. Magazines will be sent with a plastic protection but we make every attempt to use a recycled or reusable item.

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 please email as most items are delivered within 3 days.

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?

Unfortunately 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.