Dispatch times: Items that are in stock are shipped within 3 working days, I always attempt to get items out as soon as possible, this is usually within 24 hours but in exceptional circumstances can be 3 working days.
Domestic orders: Items are sent via Royal Mail 2nd class as standard. Orders for two or more skeins will be sent tracked and may require a signature on receipt.
International Orders: Parcels are sent via Royal Mail International Tracked. These orders may require a signature on delivery.
If your order doesn't arrive then please contact me and I will endeavour to resolve the issue for you.
International Orders and Customs
I am not responsible for any customs charges, duties or taxes levied in the country of receipt for international orders. By law I must accurately fill in all customs declarations. If you feel it will be more economical to send an order in multiple packages to be under the customs threshold I am happy to quote for that but postage must be paid for both parcels.
Return & Exchange Policy
Returns are accepted within 14 days of receipt for ready to ship items. Custom dyes are not accepted for return. Return postage is at your own expense and must be in it's original condition that it arrived with you. I will not accept returns for skeins that have been balled, caked or reskeined. All original ties must still be intact and the ballband undamaged. Once I receive the item, I will issue a refund, replacement (if available) or store credit, whichever you choose.
Industry standard for yarn joins/knots is 3 per 100g skein. I do always try to examine my skeins for joins if you ever find more than 3 then I will issue a refund or a replacement item.
Occasionally mistakes can happen and items get sent out incorrectly. I will endeavour to resolve any issues resulting from my error, quickly and to your satisfaction.
It is rare that I will take on a custom order, custom orders are non refundable. I will work with you through the entire process sending progress pictures and making sure you are happy with the yarn before it goes out.
I do not accept returns for colour bleeding or crocking. All yarns are thoroughly rinsed following the dye process. Bleeding can still happen and this is the same for both Indie and commercial dyers. If an item just won't stop bleeding then obviously I want to hear about it, but a small amount of bleeding is normal. Think of it like the warning labels on a new pair of jeans that turn your legs blue the first few wears. A small amount of bleeding is normal, a lot isn't. Crocking is due to the PH of your hands, it can pull dye particles out of the yarn. This isn't a very common occurrence but it does happen especially with darker and more saturated colours. Again, a little is normal, a lot, I need to hear about it. I will do my absolute best to help with any issue related to crocking or bleeding.