How to order

When ordering, you will need to provide your name, billing address, delivery address, payment information and, of course, details of the products you want. If you are a new customer, your contact details will be added to our database, so although you will receive an occasional email, you can unsubscribe at any time. 

Any credit card information will be securely processed via our on-line payment system to which we have no access. If you prefer, we are happy to process your order by telephone after which your payment information is destroyed.

It is our policy, not to pass on information about our customers to other organisations for any reason as we hate receiving unsolicited mail-shots. Please see our Privacy Policy.

If you have any questions, our office is open Monday to Friday, 9am-5pm and you can leave messages at other times. We aim to return messages within a day.

Terms of Trade

Our terms of trade for on-line sales are available on this website and we comply with the UK Distance Selling regulations for consumer protection. In order to provide a more efficient service, we monitor your on-line sales experience using Google. Once we have accepted your order, despatched your goods and taken payment, a contract exists between us and is subject to English law.  

Prices, Payment and Taxes

All prices are shown in pounds sterling (£) and include UK VAT at the current rate. It may be necessary to charge more for Waiting List items, but we will confirm this when finalising your order.

Customers from elsewhere in the European Community will be charged VAT. Customers beyond the European Community are not subject to UK VAT which will therefore not be charged. You may need to pay import duties, depending where you live.

We accept most credit and debit cards, including Visa, Mastercard, Electron, Delta, JCB, Maestro and Solo. For purchases outside the UK, your credit card company will convert to your own currency.  

Postage, packaging and delivery information

Postal charges are rising and we are unable to do anything other than pass these on to customers. All parcels are subject to volumising, so because wool is so bulky, a package of 500gm is considered as weighing 1kg. In effect, all weights are doubled for postal purposes. We do our best to keep rates low, but for some destinations we are charged irrecoverable VAT.

We aim to send goods as quickly as possible, normally within 10 working days. If we need more than 30 days, we will let you know. We are prepared to accept Waiting List orders for certain standard items when they are out of stock, but only by telephone and we will then up-date you with our progress.

We can arrange special next day delivery for urgent parcels, provided that the goods are in stock and we have the order before midday the previous day, but this must also be done by telephone. Express delivery charges will be notified on placing your order. Unfortunately, this is not available everywhere in the UK or overseas.

We use bio-degradeable plastic packaging to send your order, but we can arrange to gift wrap, for an additional charge, and then we will use a cardboard box.

UK postal charges:

  • £3.00 plus VAT (£3.60) for all parcels up to 500g in weight
  • £6.00 plus VAT (£7.20) for all parcels from 500g up to 1kg (1,000g in weight)
  • £9.00 plus VAT (£10.80) for all parcels from 1kg up to 2kg in weight
  • £12.00 plus VAT (£14.40) for all parcels from 2kg to 5kg in weight

Overseas orders

We try to use the cheapest, secure methods of overseas postage with proof of posting. There is a calculator in the on-line shop which will add the relevant charge using the cheapest options we can find. These will be untracked and uninsured. If you want any other delivery type, please let us know by email. These prices are the best we can achieve, so we are unlikely to be able to send things more cheaply. Postal charges for all countries are up to 2kg. To enquire about the options for larger amounts, please contact us.

Returns

You are entitled to give notice that you wish to cancel your order and return goods for refund or exchange within 14 days of receipt provided that they are unused, in saleable condition with original labels and in their original packaging. You should notify us in writing of this, normally by email.

We will accept the return of the goods up to 21 days from receipt and will arrange for refunds within 30 days of your notice of cancellation. We will not arrange refunds unless the goods are returned in saleable condition and we do not normally refund the postage for sending or returning goods.