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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.  Please snsure all of this is correct as only tiny errors may mean your payment could be rejected by the secure payment system.

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.  We are also happy to arrange to send Paypal invoices, for which we make an additional 4% administrative charge due to the cost.of this process.

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 48 hours of an order being placed. If we need more than 5 working days, we will let you know. 

We are now offering a tracked & recorded option via our online shop and 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.  

We use bio-degradable paper, our spun wool parcel twine and biodegradable packaging to send your order.

UK postal charges

All prices listed below exclude 20% VAT.  All UK orders over £60 will recieve free Tracked & Recorded Delivery.  Please be aware that our Tracked & Recorded service will need to be signed for upon delivery. 

Standard Delivery - Royal Mail 2nd Class

£1.00 for all parcels up to and including 100g in weight 
£3.00 for all parcels from 101g to 3,000g in weight

Tracked & Recorded Delivery - Royal Mail 1st Class

£2.20 for all parcels up to and including 100g in weight 
£4.59 for all parcels from 101g to 3,000g in weight

European postal charges

All prices listed below exclude 20% VAT.  If shipping to a country in the EU, then this will automatically be added to your order.  Please be aware that our Tracked & Recorded service will need to be signed for upon delivery. 

Standard Delivery - Royal Mail International

£4.13 for all parcels up to and including 100g in weight 
£5.78 for all parcels from 101g to 250g in weight 
£7.21 for all parcels from 251g to 500g in weight 
£8.64 for all parcels from 501g to 1,000g in weight 
£9.90 for all parcels from 1,001g to 3,000g in weight

Tracked & Recorded Delivery - Royal Mail International 

£9.24 for all parcels up to and including 100g in weight 
£10.78 for all parcels from 101g to 250g in weight 
£11.77 for all parcels from 251g to 500g in weight 
£13.20 for all parcels from 501g to 1,000g in weight 
£18.20 for all parcels from 1,001g to 3,000g in weight

North America, South America, Africa and Asia postal charges

Customers in these countries do not need to pay UK VAT, so once in 'shopping basket', all prices will automatically appear 20% cheaper than the listed website price.  Please be aware that our Tracked & Recorded service will need to be signed for upon delivery. 

Standard Delivery - Royal Mail International

£5.23 for all parcels up to and including 100g in weight 
£8.09 for all parcels from 101g to 250g in weight 
£10.84 for all parcels from 251g to 500g in weight 
£13.64 for all parcels from 501g to 1,000g in weight 
£17.05 for all parcels from 1,001g to 3,000g in weight

Tracked & Recorded Delivery - Royal Mail International 

£10.34 for all parcels up to and including 100g in weight 
£13.20 for all parcels from 101g to 250g in weight 
£15.40 for all parcels from 251g to 500g in weight 
£18.21 for all parcels from 501g to 1,000g in weight 
£25.35 for all parcels from 1,001g to 3,000g in weight

Australia, New Zealand and surrounding islands postal charges

Customers in these countries do not need to pay UK VAT, so once in 'shopping basket', all prices will automatically appear 20% cheaper than the listed website price.  Please be aware that our Tracked & Recorded service will need to be signed for upon delivery. 

Standard Delivery - Royal Mail International

£5.72 for all parcels up to and including 100g in weight 
£8.91 for all parcels from 101g to 250g in weight 
£11.77 for all parcels from 251g to 500g in weight 
£14.69 for all parcels from 501g to 1,000g in weight 
£18.55 for all parcels from 1,001g to 3,000g in weight

Tracked & Recorded Delivery - Royal Mail International 

£10.34 for all parcels up to and including 100g in weight 
£13.20 for all parcels from 101g to 250g in weight 
£15.40 for all parcels from 251g to 500g in weight 
£18.21 for all parcels from 501g to 1,000g in weight 
£26.83 for all parcels from 1,001g to 3,000g in weight

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.