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, you may also wish to add your contact details by subscribing to our newsletter, so you’ll receive our fortnightly emails. Please ensure all of this is correct as only tiny errors may mean your payment could be rejected by the secure payment system.
If you have any doubts we are happy to talk by phone, answer letters, and accept payment in cash (in person only) or by cheque. People wishing to visit should contact us in advance to ensure we are able to make time for them as we are often quite busy.
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 to cover 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 manned from Monday to Thursday, 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 product prices are shown in pounds sterling (£) and include UK VAT at the current rate, which therefore does not apply to countries outside the UK and EU. 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 also 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 either standard or tracked and recorded delivery for the UK and have changed to tracked and recorded only for all other destinations due to a recent increase in lost parcels, which we know is frustrating for customers and also for us of course. In the UK, 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 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 £80 will receive 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
£4.00 for all parcels up to 1.kg in weight
Tracked & Recorded Delivery – Royal Mail 1st Class
£6.50 for all parcels up to 1.5kg 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.
Tracked & Recorded Delivery – Royal Mail International weight up to and including
< 249g – £11.50
250g – £11.65
500g – £13.10
750g – £14.15
1kg – £15.10
1.25kg – 15.50
1.5kg – £16.05
USA postal charges
All prices listed below exclude 20% VAT. Please be aware that our Tracked & Recorded service will need to be signed for upon delivery.
Tracked & Recorded Delivery – Royal Mail International weight up to and including
< 249g – £14.85
250g – £16.45
500g – £21.85
750g – £23.85
1kg – £27.50
1.25kg – £30.95
1.5kg – £33.70
2kg – £55.00
3kg – £67.40
Oceania (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. All prices listed below exclude 20% VAT.
Tracked & Recorded Delivery – Royal Mail International weight up to and including
< 249g – £14.05
250g – £15.40
500g – £19.80
750g – £22.60
1kg – £25.75
1.25kg – £28.15
1.5kg – £30.65
Rest of World (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. All prices listed below exclude 20% VAT.
Tracked & Recorded Delivery – Royal Mail International weight up to and including
< 249g – £13.00
250g – £13.95
500g – £17.60
750g – £20
1kg – £22.65
1.25kg – £24.50
1.5kg – £25.90
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 28 days from receipt and will arrange for refunds of the cost of the goods and related postage charged to you 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 returning the goods.
If any goods are faulty, we will do our best to replace all or part of them as necessary free of all charges for you, or pay a complete refund including postage in both directions once they are returned to us.
Please note that downloadable goods cannot be refunded under the regulations – however if you have an issue with an error we will respond as soon as we can and help to correct it.