Terms and Conditions
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Visiting Us
We are an online store, based in Chichester, West Sussex and therefore we are not open to visitors.
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.
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Postage
All items are sent using Royal Mail 2nd class post as standard, which take between 2-3 working days for delivery with the option to upgrade to 1st Class delivery if you require your order quicker. We post throughout the UK (but are not currently able to post to NI). 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 the mainland and remoter areas including Scottish Highlands, Scottish Islands and Isle of Man with no additional surcharges to you. All parcels are sent Tracked 24 or 48 and you will receive delivery notifications from Royal Mail on your delivery. Smaller items are sent as a large letter and you will receive a tracking number but tracking will only updated once delivery has been made or attempted by Royal Mail
We offer several delivery options
Patterns only
If you are only purchasing patterns, selecting this option at the checkout will enable you to buy multiple patterns at a lower postal rate. All patterns are sent in a hard backed envelope for safety.
Small Order Delivery
Perfect for when you only want to purchase 1-2 balls of yarn. or small items. If choosing this option, the yarn will be sent vacuum packed and offers a more economical postage option. Please note, not all yarn is suitable for this option and will not be able to be used in some circumstances.
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2nd Class
This is our main postage option 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 for your order.
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1st Class
Need your order quicker? Select this option for delivery within 1-2 working days for when you need your order a little bit faster.
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​International Postage
Unfortunately, we don't currently offer international postage due to the high postage charges
Delivery
All items are kept in stock and ready for immediate dispatch and orders placed before 11am will be posted the same working day wherever possible. However, please allow an additional day for dispatch, especially during busy periods. Occasionally, some items may be unavailable due to stock issues and if we are unable to fulfill your order for any reason, we will contact you at the earliest opportunity and 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.
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Pre-posted Order Cancellation
If the order hasn't been dispatched, you can cancel the order at any time and receive a full refund.
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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. We accept all major credit and debit cards. If you prefer to pay over the telephone, please give us a call and we can process your order.
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 open Monday - Friday 10am-2pm to deal with any queries but we are closed on Bank Holidays.
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