1. How long will my order take to arrive?
This depends on what you have ordered. Usually, most items will be shipped within 3 days. In quiet periods, your order may be shipped as soon as 1 day! In busier periods, it will be up to 5 days. Most domestic orders take 1-3 days to arrive with Royal Mail 1st or 2nd class. International parcels can take 3-9 days, sometimes with delays due to customs checks (Non EU) which are unpredicted. We never know what parcels will be checked so bear this in mind. In our experience, the orders leave the UK no problem but meet delay at the country of origin.
2. What can I expect with international postage?
If you pay for International standard and the postage is below £20, your order will be shipped with Royal Mail International Standard which takes 3-9 business days and does not come with tracking. There are options at checkout to upgrade if you require tracking. Please note that small items that are letter sized (cards, circular needles) cannot be shipped with tracking.
If you pay £20 or more for shipping, we automatically send with a courier. UPS will deliver your parcel within 5-7 days of it being shipped. This service also includes tracking. If you leave a phone number at checkout, you will also receive text updates.
There is a cheaper option of Economy postage for all international orders. This is a lower rate and takes 2-12 weeks to arrive, with no limit on weight.
3. How much does it cost to ship within the UK?
All of the postage costs are based on weight. The lightest, flattest parcels such as stitch markers will be £1.50. If you add more items to your order, the price may increase to cover the postage costs. Bear in mind that if you have paid a larger total postage cost, we will send your order via the superior service such as Royal Mail Tracked 24 or 48. The money paid towards postage is spent on postage and packaging and nothing else.
4. How can I contact you about my order?
If you need to change, amend, query or notify us about anything to do with your order, please email firstname.lastname@example.org. Please note that once an item is shipped we can't cancel or change it. Any additional items will have to be processed separately.
5. Do you accept returns?
We do accept returns. Please ensure that you notify us via email within 14 days of receiving your order. If the item is damaged or faulty or has been sent by mistake, please attach photographs as we will be responsible for the return postage costs. Please note that we cannot refund the original postage cost unless the item was damaged in transit or declared lost by the postal company. In the event of an item being lost, we can send out a replacement if we have one available.
If you have ordered something in error or changed your mind, please note that we are not responsible for the return postage costs or the original postage costs. You will receive a refund that is equal to the cost of the item, not the item + postage.
As soon as we have received the returned item and checked it, we will begin the refund process.
Please note that we cannot refund digital pattern purchases, live online courses, mystery boxes or sale items.
6. I signed up for a course. When will I receive information?
If you have signed up for an online course, you will automatically receive an order confirmation and then a follow up email from us to confirm time and date of booking. If there are any relevant course materials, they will also be sent via email before the start of the course.
7. I want to send an item as a gift. How do I do this?
To send an item to someone as a gift, simply leave instructions at checkout or email us to let us know what you would like the gift message to say. We can also anonymise information if need be. The recipient may receive a packing slip but it won't have the details of the buyer on it.