Shipping and Handling
Return/Refund Policy - our risk free guarantee of satisfaction
We want you to be completely satisfied with your purchase and shopping experience with us and so if upon receipt you are not satisfied with your products you may return them for a full refund or exchange under the following conditions:
- If you have changed your mind or do not like the products for any reason you may return them for a full refund or exchange within 14 days of purchase as long as they are in marketable condition.
- If the goods are damaged upon arrival you may return them to us. Upon receipt we will arrange for a refund or exchange as per your request. Returns must be made within 14 days of purchase.
We do not charge a second shipping fee for any items that are exchanged therefore if you are not completely satisfied you are able to return items with no risk to yourselves.
VAT and processing of card payments
VAT is charged at 20% where it is applicable
On the website you can choose from Nochex or PayPal. Nochex accepts American Express cards.
If you prefer you can order over the telephone with a card on 01409 221699. At shows we use Izettle but be aware that we cannot always get a signal at some venues so be prepared to pay cash.
Our standard shipping will be via Royal Mail using First Class that gives a 2-3 day delivery. However on most occasions it does arrive the next day). The delivery charge is selected by weight of the item. Items which are listed as free delivery will be sent out using Royal Mail Second Class that gives a 3-5 day delivery time. Orders that are valued over £60 will also be sent by Recorded Delivery which means that there will need to be someone there to sign for it. Gift Vouchers always need to be signed for.
We currently offer free UK shipping on orders over £25
Europe or International
We use Royal Mail tracked as standard which gives as a guideline 3-5 working days. However we have noticed that at some destinations there is additional security at Customs and some parcels are taking longer than this. If the website does not accept your order it is because we need to check the postage costs s please use the contacts page to let us know.
We do realise that International postage is expensive but we try to offer the most cost effective yet safe service possible.
Standard Delivery Times
If paying via any of our secure on line choices we aim to deliver as follows:
Chilla Valley Yarns and The Little Wool Company products will be dispatched usually the same day but within one working days depending on stock levels. If we are not able to meet this we will discuss this with you.
Where we are stockists for other products such as Manos Del Uruquay, Shilasdair, Brittany they will be dispatched within one working day depending on stock levels. I keep a small working stock but at peak times e.g. when there are promotions on, we may need to re-order. If you are ordering a garments worth of Manos we like to send it from the same batch as there are no dye lots and so sometimes we will order it in for you to ensure this. If we are out of stock of anything we will advise you. If there is a promotion on you can still get this even if we were to be temporarily out of stock.
Many of the hand knitted garments, quilts and pillowcases are made to order so allow 7-10 days. If it is likely to be any longer you will be advised.
If we receive your order via post and cheque we will process your payment and once funds have cleared we will send your goods to arrive within one day of cleared funds. You will be advised upon receipt of order if there is any kind of delay.
If ordering and paying over the telephone we will advise on delivery times.
Orders received after 3.30pm on Fridays get posted first class on Mondays (except where there is a UK Bank Holiday, and then it will go on Tuesday)
Christmas pre-orders will be dispatched on 15th December via first class to UK destinations. (Last posting dates will apply for International)
Last Royal Mai posting times can be seen at www.postoffice.co.uk/christmas