Customer Service
free returns

 

Free returns and quick refunds

We want you to love our service as much as you love your craft. Every time you use our site we want to make you smile. If there's anything wrong with your order, simply return it free of charge, from anywhere in the UK, using the freepost address label on your delivery note, within thirty days*. As soon as our lovely warehouse team has received your products in resaleable condition, we will issue you a refund and let you know by email.

If you have lost the delivery note, you can print off a new return label. Please securely fasten it to your parcel and pop in the post.

You may return new and unused products within thirty days of delivery for a full refund of the cost of the goods only. We will not refund original postage costs. Unfortunately we cannot refund yarn that has been wound into a ball, or partial yarn or color packs. Only full yarn packs are returnable. Please return products with appropriate packaging (the original, undamaged packaging is best) along with the delivery note - please let us know why you are returning the item. Please do get a proof of posting receipt just in case your parcel goes astray.

Faulty, defective or wrongly delivered goods will be fully refunded, including the original and return postage costs. This is only as long as the fault is not due to misuse, use against the manufacturer's recommendations or reasonable wear and tear.

* We are unable to accept returns of digital patterns once downloaded, unless there is a fault. In the case of a fault with digital pattern downloads, please contact us here, within 30 days of purchase. It is your responsibility to download the pattern(s) and check that for faults within this period. We will not be able to issue a refund after this time.

In addition to our own Returns and Refunds Policy: under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days upon receiving any goods to cancel your order. When cancelling an order you can only cancel the entire order, no partial cancellations will be accepted. Where you exercise this statutory right to cancel, we will fully refund the price paid for the goods and the original delivery costs. The refund will be paid to you once we receive the goods in resaleable condition. In all cases of cancellation, the notification to us must be made in writing (e-mail counts as in writing) within 14 calendar days of you receiving the goods and should include the order number and details of the claim. Your email, letter or fax will be deemed to have been received by us on the date you send it. The goods must be sent with their original, undamaged packaging and the original invoice. Please note that if you have purchased digital goods from us such as digital patterns, once you have downloaded those digital goods, you will no longer be able to cancel your order

If you have a problem or need some advice please get in touch; you can call 01409 404 010 (Mon - Fri 10am - 6pm), send us a message or use our online chat option via the pop-up on the bottom right of the screen.

If you are resident in the European Union, the following European Commission online dispute resolution platform is available to you as a framework for extrajudicial settlements of disputes arising from online contracts: http://ec.europa.eu/consumers/odr/

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