Returns and Refunds
To return your items you must contact me before doing so (using the Contact Us page, or email firstname.lastname@example.org). Items must be returned in the original condition. Once yarn has been wound into a ball/cake, it can no longer be returned unless it is faulty. Hand dyed yarn has few faults - colour movement is normal, 2-3 knots per 100g are acceptable within the industry.
- Contact me within 14 days of receipt - photos must be sent to us in the event of any fault in the item, before posting back to us.
- Dispatch items back within 30 days of delivery.
- Refunds will be issued on receipt of the item in original condition.
- If you are returning items from outside the UK your parcel must be clearly marked as a return on the outer packaging and/or customs label. If we are charged by HMRC (customs) to receive your parcel, the amount, including handling charge, will be deducted from your refund amount.
Refunds will not be made until we receive the items being returned.
Refunds will not be made on undelivered items until 20 working days from posting date for items sent within the UK, 30 working days within Europe and 45 working days for the rest of the world. Working days are Monday-Friday inclusive. In the case a parcel is signed for it will be considered delivered. If a parcel is being held at a local post/delivery/sorting office the customer will be expected to rearrange delivery or seek assistance at the local office.
Any customs charges and/or import duties are the responsibility of the customer - these are beyond our control and cannot be paid at the time of purchase.
Any delays due to customs in the receiving country are beyond our control.
There are no returns or refunds available on custom made/made to order items.
Return postage costs are the responsibility of the customer. Using a tracked service is recommended.
All items are handmade. Imperfections are to be expected and will not qualify as faults.