Frequently Asked Questions

There are 4 ways to place your order.

• Order online, to be shipped.
• Order online, for collection
• Order by telephone.

Order online, to be shipped. When placing an order online, our website allows you to easily find your way around the different departments and view the various ranges available, weather you are looking for yarn, patterns, needles, etc. For information regarding each product, click on the image for the various options available such as colours, sizes, types, etc. Select the item you require and confirm how many you would like to order in the Quantity box (and also the required dyelot when ordering yarn) before clicking the Add to Basket button which will then take you through to your shopping basket where you can decide to either checkout or continue shopping and adding other items to your basket. Simply click the basket icon at the top of the page to view the contents of your order. Your order can be amended at any time before checking out. At the checkout, you can either sign in if you have already registered or you have the option to register your details and open an account. Alternatively, you can simply process your order as a guest without saving any of your details. See "Do I need to register before placing an order?" below.

Order online, for collection from our office. Follow the directions above but select the Click & Collect option at the checkout.

Order by telephone. If you prefer to place your order by phone, please use our dedicated 0800 622 6225 freephone number (or +44 (0)1978 851620 if calling from outside of the UK) to speak to one of our knowledgeable knitters and crochet-ers. You can also use this number if you have any query or issue.

You can make your payment online by using credit card, debit card or Paypal. Credit card and debit card can also be used when placing an order over the phone and also in the showroom and of course, we accept cash in the showroom too!

You will see a confirmation page after checking out plus an automated email will be sent confirming that your order has been received. Please freephone 0800 622 6225 (or +44 (0)1978 802629 if calling from outside of the UK) or email [email protected] if you don't receive your email confirmation message.

Yes, you can. Simply complete both the billing and delivery fields at the checkout. Extra delivery addresses can be save in your account for your convenience.

We should be able to do this for you provided that your order hasn't been processed. Therefore, it is important to contact us as soon as possible.

Absolutely. We can cancel your order and authorise your refund providing your consignment has not been dispatched. Therefore, it is important to contact us as soon as possible.

Absolutely. With the exception of digital items, all items can be returned for exchange or refund. Please see our Returns Policy page for conditions.

Please see our Delivery page for information.

Please see our Delivery page for information.

Please freephone 0800 622 6225 (or +44 (0)1978 802629 if calling from outside of the UK) or email [email protected]. Apart from small, low value orders that are posted out first class with Royal Mail, all orders are dispatched using a tracked service so we can check the tracking history, make enquiries and resolve the problem.

Certainly all of the major brands that are distributed in the UK plus many smaller independents too. If your favourite brand isn't listed, please contact us and we will endeavour to include it in our range.

Each item will have a “Quantity Available” indicator which is linked to our online checkout and showroom and adjusts stock levels automatically. When an order is processed, the available stock will decrease and when a new consignment arrives, the stock levels will increase.

You are indeed. Please contact us 0800 622 6225 (or +44 (0)1978 802629 if calling from outside of the UK) or email [email protected] as we may need to place a special order for you.

When an item is out of stock, you can request to be nofified when the new stock arrives by entering your email address in the appropriate filed on each product page.

They will. The available quantity of each dye-lot and spin-lot will be clearly indicated on the product page.

Many of the product images shown on our web pages are supplied to us from the manufacturers and where this isn't possible, we use an image of the item that we have taken ourselves in our own studio. Therefore, the online images should be as close as possible to matching the colour of the actual yarn but may vary depending on your monitor or device settings.

Please freephone 0800 622 6225 (or +44 (0)1978 802629 if calling from outside of the UK) or email [email protected] and we can check stock availability. If we are unable to supply from stock, we have excellent relationships with all our yarn representatives who will try to find a match on your behalf.

Please freephone 0800 622 6225 (or +44 (0)1978 802629 if calling from outside of the UK) or email [email protected] to report the problem.

Please see our Rewards page

Manufacturers will always try to keep knots to a minimum. They tend to be found more in yarn spun from natural fibres than synthetics but it is very rare to get more than a few in one ball. Unfortunately, knots are un-avoidable and part of the manufacturing process.

The 0800 622 6225 freephone number (or +44 (0)1978 802629 if calling from outside of the UK) is available 9.00am to 5.00pm, Monday to Friday.