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 you'll receive our fortnightly newsletters.
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.
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-degradable paper, our spun wool parcel twine and plastic packaging to send your order, but if you with to avoid the risk of crushing and use a cardboard box, please contact us and we can arrange this, for an additional charge,.
UK postal charges
£1.00 plus VAT (£1.20) for all parcels up to 40g in weight (this price is for colour cards)
£3.00 plus VAT (£3.60) for all parcels from 50g up to 1kg in weight
£14.00 plus VAT (£14.40) for all parcels from 4kg to 10kg in weight
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.
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.