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Returns Policy

We want you to be completely happy with your purchase, but from time to time problems do occur. In most cases we can easily resolve issues over the phone or by email, thereby avoiding the need for you to incur unnecessary expense of returning items which are not actually faulty. So before you do return anything, please contact us by phone or email so that we have an opportunity to assess and resolve any issues you may have.

All goods whether faulty or not must be returned with an RAN (Return Authorised Number) and the attached form*.  Goods returned without an RAN may incur additional costs including the cost of return postage to you and a 25% restocking fee.  Unfortunately goods returned without an RAN and a contact telephone number will remain on our shelves until you contact us.  Failure to contact us within 8 weeks will result in the goods being disposed of.  

If you obtain an RAN number and return the goods to us as agreed at the time the number is issued we will deal with your return promptly.  

If your goods arrive in a damaged or faulty condition, please contact us within 7 days. We will replace or refund the damaged goods as required. We will also pay the normal Second Class/standard parcels cost of returning the faulty damaged goods. Do not return goods without first contacting us and obtaining a returns number. Postage will not be refunded on faulty goods returned without a returns number. Any shortages/discrepancies must be advised within 7 days of receipt of your parcel.    If any items are returned to us as faulty, we will test them and if we find them not to be faulty but in a saleable condition we will refund the cost of the item(s) back to you but not any postage charges you have incurred.  If they are not faulty and not in a saleable condition we will just return the item(s) to you.

In accordance with the European Directive on distance selling you have the right to cancel your order within 7 working days without giving a reason. In the case of goods the 7 working days must start from the day after the day that you receive the goods.  You will still need to obtain an RAN.

If you do not like the goods you have chosen or if you have ordered the wrong goods, please return them to us within 7 days of receipt. Please enclose a copy of your invoice indicating the items being returned. We will be happy to refund you for the returned items providing they are returned in their original condition with any sealed packaging unopened. You must pay the cost of returning the goods and you will be responsible for their safety during transportation. When returning items please obtain a free proof of postage from the Post Office so that you can make a claim against them in the event of the goods being lost in the post. As with any returns you must first contact us to obtain a returns number.

If you return goods that are unsuitable, rather than faulty without a returns number, that are subsequently deemed unsuitable for return then the costs of return are to be borne by the customer. Goods will not be returned until payment has been made in full for the full cost of the return of the goods including the cost of postage and packing materials.

If you return goods that are unsuitable and wish to change them for another item you must pay the full costs of return to us and the full costs of postage and packing back to you.

Please note the following items MAY NOT be returned or exchanged unless faulty: knitting needles & accessories, knitting patterns & knitting books, sewing patterns  & sewing thread, items that have been cut, specially prepared, or specially ordered to your requirements..

*Please download our Returns Form and return it with your product(s)

Cancellations Policy

If you wish to cancel an order that you have placed that may not have been despatched then please contact us by telephone at the earliest opportunity to obtain a cancellation number. You may also email us to cancel your order, but we cannot guarantee that your order will be cancelled in time and may still be despatched. If an order is despatched without us having issued a cancellation number then any goods you wish to return will be at your expense.

This does not affect your statutory rights.