FAQ’s

Can’t find the answer you’re looking for? Here are answers to some of our most frequently asked questions to help you out!

Payments

What payment methods do you accept?
We accept payment from debit or credit cards.

What currencies can I use?
We accept payment in GBP, USD, EUR and CAD.

I am having trouble paying. What should I do?
Please try an alternative payment method or contact us at [email protected].

Delivery

How is COVID-19 affecting delivery?
We are shipping orders as usual with the necessary safety measures in place at our warehouse. Orders may take longer than usual to arrive due to delays with the postal services around the world.

Where do you ship to?
Orders can be placed on the website for delivery to the UK, EU, US and Canada. If you would like to place an order for delivery outside of these regions, please send an email to [email protected] to find out the shipping costs.

What are your delivery methods?
US: USPS either First Class or Priority Mail depending on package size (tracked)
UK: Royal Mail Standard 2nd Class Delivery
Europe, Australia & Rest of the World: Royal Mail International Tracked
Canada: USPS Priority Mail International (tracked)

Where do you ship from?
All US & Canadian orders ship from our US warehouse in Rochester, NY.  Orders delivered to all other locations ship from our UK warehouse in Cumbria.

Do you offer tracking to the UK?
Yes, if you are in the UK and require tracking, please email us ([email protected]o.com) to ask for information on the additional fees before placing your order.

What are your shipping costs?
Shipping costs to Canada, Europe, United Kingdom and the United States:
   – Yarn & Kits: Yarn & Kits ship at a flat rate of £4 | €6 | $8 | CA$35.
   – Shade cards: If you order shade cards only, they ship at £2 | €5 | $6 | CA$8.
Shipping costs to Australia:
   – Yarn & Kits: Yarn & Kits ship at a flat rate of £20.
   – Shade cards: If you order shade cards only, they ship at £13.50.
Get free shipping to the UK, EU, USA and Canada when you spend over £80 | €90 | $100 | CA$350. Free shipping is not available to Australia.
Please email [email protected] for shipping costs to other regions.

Will my parcel be charged additional custom and import charges?
Customs or import charges are not applied to orders within the UK, however they may be charged on international orders. We do not have any control over what these charges are, so we recommend that you research what they may be in your country before you make a purchase.
Note about EU orders post-Brexit: Please note that € prices no longer include 20% VAT. Your country will treat your order as an import. Your local authority may or may not charge duty. They will most likely require you to pay VAT on the value of your order. In addition, they may impose a fee for managing the import. Practically, this could mean that you will have to settle these charges before the local shipping service will deliver your order.

Orders

When will I receive my order?
You should receive your order in 3-5 working days.

Where is my order confirmation?
You should have received an email with confirmation of your order. If you cannot find it in your inbox, please check your junk/spam folder. If you still can’t find it, please email [email protected].

What do I do if I never received my order?
Please allow up to 15 working days for your order to arrive, as it may have been shipped from overseas. If it has been more than 10 working days, please email [email protected] and we will follow up with the postal or courier service.

How do I make changes to an order I have already placed?
Please email [email protected] as soon as possible if you need to make amendments to your order.

Can I cancel my order?
If you wish to cancel your order please let us know by emailing [email protected] as soon as possible. If your order has not yet shipped, we will be able to cancel it and issue a full refund.

Returns & Refunds

What is your returns policy?
If you wish to return your order please enquire at [email protected] for the return address. You will receive a full refund for your order to your original payment method within 5-7 days of when we receive the return. This will not include the cost of return postage.

Can I exchange an item?
Please email [email protected] if you wish to exchange an item. We will request payment or provide a partial refund for any difference in cost either way between the items exchanged. Return postage is not included.

What do I do if my order arrived damaged?
Please get in touch with us at [email protected] and we will arrange an exchange for your damaged order.

Product & Stock

Where are you located?
Our HQ is based in Cumbria, England.

Will the yarn in my order be from the same dye lot?
Yes, we always try to stick to the same dye lot when shipping yarn in the same order. If this isn’t possible, we will let you know before shipping.

 Why do I need to alternate skeins with some of your yarn?
Some of our yarn lines are hand-dyed, including Acadia, Canopy Fingering, Meadow, Road to China Light and Tundra. Learn more about why we suggest that you alternate skeins in this blog post.

How do I make sure I order the right colourway?
You can buy shade cards for each yarn line in our online shop.

How do I contact you if my question is not answered here?
Please email [email protected] with your questions.