Payment Information

• We accept payment via our website through major credit and debit cards. Your card details are not passed to us and this method is completely secure.
• We can also take credit/debit card payments at most of the shows we exhibit at, and of course cash payments, but we regret we cannot accept cheques at shows.
• Unfortunately we cannot take credit/debit card payments over the phone. We can email a link which will allow you to pay online, if you are unable to order via our website.  We will accept payment by cheque for telephone orders within the UK only, but cheques will require a minimum of 5 working days from receipt to clear before orders can be posted.
  

Sales to EU Countries

Ordering from IPhones/IPads
We are aware that a very small number of customers using IPhones/IPads have experienced problems when ordering.  (No issues have been reported with Windows PCs/Android phones.)  This has been reported to our website hosts but sadly they have been unable to determine the cause.  Their suggestions are to try using a different browser on your device, clear the cache, refresh the webpage and ensure cookies are accepted.
We apologise if you are affected but we would be grateful if you could please let us know the type of device, model and browser you are using, so that we can pass this information on. 

Due at least in part to the customs/VAT rules now applicable to European destinations, delivery of some recent orders has been delayed by more than eight weeks.  We will now only send packages to EU countries under the International Tracked service and with full insurance.  This is more expensive and does not guarantee prompt delivery, but does at least give some traceability to a package.  If you wish to order for delivery to an EU destination, please contact us so that we can accurately assess the cost of shipping and insurance required.  We will then email a payment link for you to complete your purchase.

Sadly we no longer ship to France or Germany due to the requirements and associated costs for registering the packaging used to ship orders.

New rules came into force on 1 July 2021 whereby all orders up to the value of Eur150 sent to customers residing in any EU country attract VAT at the rate payable in the buyer’s country.  We very much regret that, as a small business, the admin and expense that would be required to enable us to comply with this change is prohibitive.  Whilst we are happy to accept such orders, any order from an EU resident will be processed without the VAT being applied at the time of ordering.  This will be on the basis that the customer understands and accepts that they will have to pay the VAT and any associated handling fees at the point of delivery.  If orders are returned to us due to such VAT and fees being unpaid at the point of delivery, any fees charged to us for the return of the package will be deducted from the amount refunded to the customer.  Thank you for your understanding.

Shipping/Postage

As a guide, rates for a 100g skein start at:
UK:                        £3.95 (for up to total weight of 900g)
Europe:                 £10.30 (using International Tracked services)
Rest of World:     £8.50 to £11.15 depending on Zone

• Shipping rates include packaging, and are calculated at checkout according to approximate weight and size.
  
• Patterns and small items are sent Letter or Large Letter rate where possible but skeins will normally be sent Small Parcel rate as they are usually too bulky for Large Letter sizes.
• Orders will normally be despatched within three working days of purchase, Monday to Friday - unless we are at a yarn event, in which case we hope to ship within three working days of our return to the office.
• We use first class mail within the UK (up to 2kg) and always request a Proof of Posting. If you would prefer us to use second class UK mail for your package, or a signed-for service, please contact us and we will calculate costs for you.
• If you wish to buy more than 500g of yarn, please contact us for a shipping quote so that we can calculate the shipping figure accurately for you based on the actual weight of the yarn (some skeins are a few grammes larger than the indicated weight) plus packaging, as the website can only give approximate costs.
• We can ship any of our products worldwide.  Our quoted prices are for airmail shipping.
• We are not responsible for any VAT/import/customs duties or handling charges that may be payable for international purchases, nor for any delays while packages go through customs.  Since the UK left the EU, VAT and customs charges are now likely to be imposed for orders delivered within Europe.
• International delivery times do vary depending on time of year, weather, customs delays, etc.  Royal Mail still quote up to 5 working days for Europe and 7 working days for the rest of the world, but experience suggests European deliveries are currently taking much longer due to the new customs and VAT regulations.  Please be patient if your package does not arrive within these guidelines, as we cannot claim for lost international post until at least 25 working days (ie Monday to Friday) after the package would be expected to arrive, and most do arrive within this time frame.
• We do recommend the use of insurance/tracking services for larger orders, as compensation for standard Royal Mail postal services only covers packages up to £20 in value.
• If you require insurance/tracking services for either UK or international shipping, please let us know and we can invoice you separately for additional costs.