Frequently Asked Questions
We have a separate page for delivery and return questions which can be found here.
If you have a question that is not covered below, please do get in contact with us.
How can I pay for my order?
We accept payments via our website by credit/debit card and PayPal. We do not accept payments over the phone or by cheque. If you are having issues with payment, please do get in contact with us via chat, phone or email.
I have a discount that takes my order below £25, will I still get free delivery?
Your order must be above £25 for free second class delivery, and above £30 for free second class signed for delivery. The total must exclude VAT and delivery, and your order does not qualify if a discount has taken the total below the minimum required.
Is the colour of the yarn on the website exactly what I will receive?
We make every effort to ensure that the pictures of the yarn match the colour of the yarn as closely as possible. However, due to computer/mobile screen calibration, brightness, and personal preferences, the colours may vary.
Can I change my address once my order has been placed?
Do you ship internationally?
Yes, we do ship internationally.
My order is missing something or is wrong?
Please contact us within 14 days of delivery to report any issue with your delivery.
I received a damaged or broken item.
If you have received a damaged or broken item, please email us with your order number and a photo of the damaged or broken item. We will then send you a replacement if possible, or refund the item if you would prefer. Occasionally we require further information from you and will ask for batch numbers etc. All broken and damaged items must be reported within 14 days of delivery.
My account login doesn't work.
Can I add to or change my order?
Unfortunately, we are unable to add items to or change your order once it has been paid for. If you have ordered the wrong item, you can return it within 14 days for a full refund. Please contact us via email if you have any questions or would like to return items.
Can you wind my yarn for me?
We do offer a yarn winding service. Please contact us by email or chat for more information as this is personalised service.
We have a handful of crafters on our team. If you need help with a pattern, stitch, technique, feel free to get in contact by email or chat, and we will do our best to help. If we cannot help, we will try to point you in the direction of someone who can.
Interested in collaborating with us? Send us an email today!