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Terms and Conditions

Visiting Us

We are based in Chichester in West Sussex but unfortunately, we are not open to visitors and are an online shop only. We do have some retail space at EcoSwap andhold a small amount of stock there. Y

 

Ordering

The simplest and easiest way to order is through the website. However, if you have any queries or would prefer to speak to us

in person, you can also place orders overs the telephone during working hours. 

Postage

Most items are normally sent via Royal Mail 2nd class post, which take between 2-3 working days for delivery. However, we do reserve the right to use alternative couriers if necessary. As we ship with Royal Mail, we are able to post throughout the UK, including both mainland UK and remoter areas including Scottish Highlands, Scottish Islands, Isle of Man without any additional surcharges to you, the customer. 

 

We offer several delivery options :

 

Patterns only

This applies when ordering patterns only which will be sent in a cardboard backed large envelope for safety. If your order is mixed and contains patterns and yarn, please select the 2nd Class option at the checkout

 

Small Order Delivery

Perfect for when you only want to buy 1-2 balls of yarn. The yarn will be sent vacuum packed and offers a more economical postage option 

2nd Class

This is our main postage option for larger orders or if you would prefer not to have your yarn vacuum packed. Parcels are sent with Royal Mail but we may use Couriers in some instances. We reserve the right to select the most appropriate carriage and in some circumstances, parcels may be split over two packages. Spend over £30 and UK postage is free. Click and Collect from EcoSwap and is also available FREE of Charge

International Postage

Unfortunately, we don't currently offer international postage
 

Delivery

Most items are kept in stock ready for immediate dispatch and all orders will usually be posted the same working day if purchased before 2pm. However, please allow 1- 5 days for dispatch, especially during busy periods.  In the event that we are unable to fulfill your order (where items are out of stock at our suppliers), we will contact you at the earliest opportunity and where we are unable to process your order due to items being unavailable,  we will arrange an immediate refund. If the incorrect delivery option has been selected at the checkout, we reserve the right to cancel your order and refund you. 

 

Items Lost or Missing

Most items are usually delivered safely and without any problems, usually within 2-3 days, depending on the delivery method chosen.  If an item does not arrive, please allow 10 working days from the date of posting before contacting us to report an item missing. We cannot get any information from Royal Mail before this and therefore cannot provide a refund or replacement before this time. These are guidelines set out by Royal Mail and are unfortunately outside of our control. Often, the parcels are in the Royal Mail delivery system and are simply delayed. All parcels are sent tracked and a tracking number will be uploaded  to your order once it has been dispatched. Please note, that tracking will only be updated by Royal Mail once delivery has taken place. Trackihg is not provided on items that are sent as large letters. Rest assured, we will do everything we can to resolve any delivery problems as quickly as possible.

Pre-posted Order Cancellation

If the order hasn't been dispatched, you can cancel the order at any time and receive a full refund.

Cancellation/Refunds

If your order has already been posted but you change your mind, you have up to 14 days from receiving your order to return the items to us. Please note that goods must be returned in a perfect, saleable condition. If you have received any items as part of a special offer or promotion as part of your order, these must also be returned. Customers are responsible for the cost of returning the items to us and we recommend that you obtain a Certificate of Posting from the Post Office. We cannot be held responsible for refunding returned items that get lost in the post on their return and in these circumstances, you will have to make a claim against the Post Office. Once we have received the goods back, we will issue a refund within three days of their return. In the event that we make a mistake with your order (such as sending the wrong item) we will issue a full refund, including the cost of return postage.
 

Back Orders
Whilst we make every effort to make sure we only display items that are in stock (unless pre-order is stated) some high turn over items may sometimes be temporarily unavailable. If any of the goods are not in stock, we will contact you immediately  with the option to cancel your order or wait for new stock to arrive. Please ensure you supply us with an e-mail address and day time phone number when placing your order so that we can contact you should we need to. If you choose to wait for out of stock items this could increase the delivery time stated above.

 

Quality of Service
Customer service is very important to us and we make every effort to provide our customers with a first rate service. If you have any problems please contact us and we will try our best to assist you.

Payment

All card payment transactions are handled and processed securely by Wix Payments or Paypal through the website. We do not store or handle your card details. 

Disclaimer
Whilst we try to ensure our photographs are a true representation of the item, these photos are intended to be used  as a guidance only. Computer screen resolutions and other factors can affect the image and colour can vary from screen to screen, so please bear this in mind when viewing the photos.

 

Still got questions?

Please feel free to contact us either by email at knitwitswool@yahoo.co.uk, by telephone on 07541 352844 or by filling in the contact form via the website and we will get back to you as soon as we can. Our customer service department is usually open Monday - Friday 10am-4pm to deal with any queries but we are closed on Bank Holidays.

 

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