Contact must be made within 14 days of receipt if you have a problem with your items.
Items must be returned within 21 days of delivery.
Refunds will not be made until I receive the items being returned.
Refunds will not be made on undelivered items until 15 working days from posting date for items sent within the UK, 25 working days within Europe and 35 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 my control and cannot be paid at the time of purchase.
Any delays due to customs in the receiving country are beyond my control.
With the exception of faulty items any returns must be in the condition that they were sent in, they cannot be used in any way. Yarn must be in the skein or cake it was originally sent in, with labels attached.
Photos must be sent to me in the event of any fault in the item, before posting back to me.
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.
All yarn is rinsed and washed to ensure no colour run. On rare occasion, colour run does occur when working with hand dyed yarn. This is called ‘crocking’ and is because of an issue with pH changes, usually from scented washes, hand creams, etc. that you are using. If this should occur your items do not qualify for a refund, as this is out of my control. I recommend washing all garments or yarn in unscented, gentle detergent that is specifically suitable for wool. Any hand creams should be allowed to be fully absorbed into your skin before working with your hand dyed yarn.
Knots in yarn are normal. 2-3 knots/joins per 100g skein is acceptable in the industry – without joining yarn when it is milled there would be a lot of wastage and wool prices would be much higher than they are. This number of knots are not considered faults.
Dye splashes, flecks, discolouration, etc. in areas you wouldn’t expect them to be are par for the course. Each and every skein is dyed by hand and no two skeins are the same, even within the same dye lot. Variations throughout a single skein are normal. If you are using more than one skein in your project you may wish to consider alternating skeins.