Frequently Asked Questions
How soon will my order ship?
Orders received will be shipped from Jersey the next working day. However, an island location does mean that sometimes planes can’t leave and there may be a delay in delivery.
Please see our Covid-19 Notice for temporary changes and updates to our delivery service.
Has your shipping process changed since Brexit?
Jersey is a British Island but it is not part of the UK, so our posting process is much the same post-Brexit. Tax is included in the price on our site.
We are still shipping parcels worldwide, but please be aware that your parcel may incur a customs fee to be paid by the customer. This is unfortunately out of our control and dependent on each country’s postal and customs regulations.
Some customers from the following countries have experienced this recently: Germany, Finland.
I live in Jersey, can I pick up my items from the studio?
Sure! Give us a call on 01534 732374 to arrange a time to pick up your goods, and visit us at the studio.
Or you can email us at email@example.com to arrange a pick up time.
Payment & Shipping Questions
Do you ship worldwide?
Yes, we ship anywhere that has a postal service!
Since we are based on a Channel Island, our parcels must pass through UK customs before they go on to the rest of the world. This can mean parcels take a couple days longer than UK mainland deliveries. Please see our T&Cs for full details.
Do you ship tracked shipping?
All parcels to Europe and Rest of the World are tracked.
Parcels sent to the UK are sent untracked as standard. Please email us if you wish to have your UK order tracked, and we will send an invoice for the additional shipping fee.
How can I request a refund?
Please send us an email detailing your refund request to firstname.lastname@example.org including your order number.
A colourway I want is out of stock. When will it be back?
We don’t always restock all colourways for each yarn, but we do our best to keep good stock of our best-sellers.
We always update our Instagram page when restocks are on their way, so please follow us for updates.
There is an option on most out of stock yarns to be notified by email when a colourway is back in stock.
If you’re after a particular colourway, please contact us and we’ll see what we can do!
Can you help me substitute a yarn?
To substitute a yarn for a pattern, take a look at the gauge and the needle size. You can usually choose a yarn of the same weight.
Please feel free to email Imogen to help you choose your substitution at email@example.com
Why doesn't my yarn look exactly like the photo online?
Differences in colour settings on device screens differ, so the hue of photographs can differ from the real skeins.
Most of the yarns we stock are artisan, created with hand-dyeing techniques, which means saturations of colour naturally can differ from skein to skein, batch to batch.
Wherever you can, please purchase enough yarn for your whole project and we will do our best to match all skeins in your order.
If you have any colourway concerns or have a specific hue in mind, please contact us and we can send you photos of our current selection of skeins.
Can I reserve some skeins and pay later?
Our small batches of yarn are often in very high demand, so we are not able to keep skeins aside and ask that you purchase the skeins you’re after right away.
If you’re awaiting more yarns that we haven’t got in stock yet, you can purchase the skeins we do have and we will set them aside for your additional yarns to add into one parcel. We will refund any additional shipping incurred by multiple orders.
Orders that include items that are on pre-order will be posted to you when all items have arrived at our studio. If you’d like to receive some items sooner than your pre-order items, email us and we’ll see what we can do.
Can you order a different colourway in your yarns if I can’t see it on the site?
When possible, we will gladly order another colour for you. However as most of our yarn is sourced from independent dyers in the USA, this may take a couple of weeks, and we will charge postage.
Please send us a message through the contact page and we’ll let you know whether it is possible. All special orders must be pre-paid.