Overview
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, pattens, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Please be aware that we do not accept the return of any patterns, leaflets, or books, due to copyright laws. We also cannot accept the return of any ribbons/fabric trims. We can only accept unopened balls of yarn, unwashed and uncut fabric and unopened yarn packs and needlecraft kits that are in a resaleable condition. We do not accept the return of yarn that was purchased as part of a colour pack unless the whole pack is returned unused.
To complete your return, we require a receipt or proof of purchase.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Faulty/Damaged Items:
If you experience any problems with any of our products, whether faulty or damaged, we will need to be contacted to start the returns process, and we may ask for photos of the items in question as we may need to contact one of our suppliers regarding the issue. Please note, any issues would need to be reported within 30 days of receipt of the order.
Once we have deemed the item/s as faulty, we will either offer you a replacement or a refund and we may need you to return the item/s to us and provide you with a freepost returns address.
Please send us an email to whereswoollysyarns@gmail.com along with your order number, and we will do our best to resolve the issue.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at whereswoollysyarns@gmail.com and send your item to: 4 Gibson drive upper Heyford Bicester oxon ox255tj. exchanges within 14 day with receipt
If you have asked for an exchange, we will despatch the replacement items that you have requested as soon as possible to the original address used, unless stated by you to use another address (again, providing that the returned items are unused, unopened and in a saleable condition). If there is a difference in payment, we will either refund the difference back to your original payment method or if there is an additional payment that needs to be taken (i.e. if these replacement items are higher in value than the items you have returned), we will contact you by telephone or email to arrange this.
Customers are liable for the costs of returning the goods to us and we advise you to obtain a proof of postage receipt.
Please note: We will not be able to refund any postage costs from the original order.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: 4 Gibson drive upper Heyford Bicester oxon ox255tj.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at whereswoollysyarns@gmail.com for questions related to refunds and returns.