Returns for regular orders
We want you to be completely happy with your order, so if you’re unhappy in any way we’ll do our best to solve the problem. Alternatively, you can return your goods in new condition for a refund. You must contact us within 14 days of receiving your goods to tell us you would like to return item(s) for a refund.
Arranging a return
Please use our contact form or reply to your order confirmation email to arrange a return, stating your name, the email address used to place the order, date of order, details of the item(s) you wish to return and your reason for the return.
Your returned item(s) must reach us within 21 days of you receiving the goods. Yarn must be labelled and skeined as new, in saleable condition.
We recommend using a tracked service and obtaining proof of posting as we cannot be responsible for returned goods lost in transit. A refund will be issued to you when we receive the returned goods.
We do not normally refund the original shipping cost, and customers must cover the cost of return postage.
Returns for custom orders/dyed-to-order
Yarn that’s been dyed-to-order is exempt from our regular returns policy. If there is a problem with your order, please contact us within 7 days of receipt and we will do our very best to resolve it. Our normal policy is to arrange a return for a replacement, but for popular shades, we may accept a return for a full refund provided the yarn is still skeined, labelled, and in saleable condition.
Returns for yarn club editions
Yarn clubs are dyed-to-order and are exempt our standard return policy. However, if you don’t like a shade you have received, please contact form within 7 days of receiving it and we will be happy to exchange it for one of our stock shades. Customers must cover the cost of returning the item to us, and returned yarn must be labelled, skeined and in saleable condition.