Frequently asked questions

On this page you can find answers to the most frequently asked questions. This includes orders, delivery, payment, returns, yarns & various other questions. If you can't find the answer to your question, please contact our customer service by phone on +44 3455 280808 or by email on


Answer: If you can't find your order confirmation, you may be able to find it by clicking here

Answer: Unfortunately, we cannot add more items to your order as we cannot withdraw more than the amount you approved when you placed your order. This is for security purposes.

If your order has not yet been dispatched from our warehouse, we can offer you to cancel your order. In this case, we recommend that you contact us by telephone on +44 3455 280808.

Answer: Unfortunately, we do not have the ability to merge two orders.

This is because a label is automatically generated when the order is placed. If the package contains extras beyond what is stated, the post office will consider it as fraudulent.

If your first order is not yet dispatched from our warehouse and you wish to receive only one order, please try to contact our customer service by phone on +44 3455 280808 and they will see if they can accommodate your request as soon as possible.

Answer: Yes, not an issue. Simply put in the address you wish the parcel shipped to instead of your own.

We still charge the payment from the account that you used to purchase the order.

Answer: We are extremely sorry to have sent you a damaged product. This is obviously not the way it should be and we would love to work with you to find a solution so that you receive an item that is intact.

We would like you to contact our customer service by email: In the email, please include your order number and a picture or short video of the defective item. We will then find a solution together.

As a rule, defective goods must be returned to us unless we give permission to keep the goods or throw them out.

Answer: We are very sorry if we have sent you the wrong item.

We wanted to send your order out as quickly as possible, but it might have been a little too fast.

We would love to work with you to find a solution so that we can send you the item you requested.

All we ask is that you send us an email at

In your email, please include your order number and a description of the item you need to receive. In addition, we would really like to have a picture of the front and back of the item you received in error. We will then find a solution.

As a general rule, faulty goods must be returned to us unless we give permission to keep the goods.

Answer: We are very sorry if an item is missing from your order, and of course we want to find a solution to this.

Please contact us by email: or by phone +44 3455 280808

In order to help you, we need to know if you received another item instead or if there was any evidence of packaging breakage. If so, we would very much like to receive a picture of this. As soon as we hear from you, we will work with you to find a solution as soon as possible.

Answer: All the patterns that make up our KITs are free, so we do not have them in physical form. Therefore, the patterns are not physically included in the package.

The patterns are freely available online on our website.

It varies whether people prefer to have the pattern on their mobile/tablet/iPad or in physical form. You can download and print the pattern through the webshop if you prefer to have it in physical form.

If you order a KIT, which includes a pattern and yarn, you only pay for the yarn.


Answer: Once your order is complete, you will receive an order number on the email you provided on your order. We have 2-5 days delivery, which means you should receive your package within 2-5 days after the order is completed.

Hermes & Royal mail delivers parcels to your home as standard, and if they can not deliver they convert the parcel to parcel delivery. They deliver on all weekdays but not on bank holidays and weekends.

If you order before 7pm on the same day, your parcel will typically be dispatched the same day.

Answer: If your parcel has not turned up or you are wondering why it's late, please contact our customer service team at or on +44 3455 280808. We will contact the distributor as soon as possible and set up an enquiry.

The distributor has 10 days to issue an enquiry, but we usually find a solution sooner than this.

If your package is reported lost or damaged, it's up to you what solution you want.

We can either offer to resend the package or issue a gift voucher for the amount of the order/goods so you can order the same or something similar.

Answer: If your parcel has been accidentally damaged in transit, we will of course find a solution.

You need to take a picture of the packaging where you can see that it is damaged and send it to our email

Afterwards, customer service will help you find the right solution.


Answer: If you are lucky enough to have received a gift card or discount code for our website, you can read below how to redeem it.

The gift card/discount code must be redeemed in the shopping cart before proceeding with your order. You redeem your gift card/discount code in the orange box that says "Do you have a coupon code?"

Once you have clicked "Apply" on the green button, you will see that the amount given has now been deducted from your order. If it is a free gift voucher code that you have added, you will see that the free gift has been added to your basket.

Answer: Unfortunately, it is not possible to redeem multiple gift cards/discount codes on the same order.

Do you have multiple gift cards/discount codes you want to use on the same order? Then simply contact our customer service and we will explain what we can do to make it happen.

We can be contacted on +44 3455 280808 or by email:

Answer: With us you have the option to pay by Credit Card.

Answer: We will only withdraw the money from your account once your order has been dispatched from our warehouse. Once your order has been dispatched, you will receive an email from us with a tracking number. This way you can track your package.

If you have a debit card and you find that the money is reserved on your account, this is because one of the conditions of such a card is that, wherever you shop, your bank will reserve the amount already at the time of ordering. Therefore, your bank has probably reserved the amount, which they will subsequently release. It is not money we have or are in control of.

The amount can be reserved for up to 30 days by your bank. But we would like to confirm to them, if you can get them to send us an email, that we are never going to withdraw this money. In some cases, this may prompt the bank to release the amount sooner.


Answer: At, we have introduced an extended right of return, which gives you unlimited opportunity to return your purchase.

NOTE: All return packages must be sent via our online return portal which can be found here:


Please note before returning:

  • Remember to always include your order number.
  • Return packages that are not sent via our return portal will not be accepted.
  • As a customer, you bear the costs of sending the package back.
  • Products that smell of smoke or are otherwise damaged will not be returned.
  • The goods must be unused and in their original packaging. If, on the other hand, you wish to exchange for another item, you first return the items to us, after which we return the amount*. It is then possible to order the desired product again.
  • The return slip must be filled in and sent with the order - pick up the return slip here.
  • As a private person, you always have an unlimited right of return when you shop at us, provided that the item appears to be 100% new in undamaged condition and in unbroken packaging.
  • Goods that are returned as Cash On Delivery will be declined. Return packages without distribution will not be collected.
  • You can also cancel the purchase by refusing to receive the shipment.
  • Typically, it will take 10-14 working days to process your return.

*If you return orders that are more than 180 days old, we cannot refund the money, instead you will receive a credit note

Answer: Unfortunately, it is not possible to exchange a returned item for another item as our returns department and warehouse are in two different locations.

We always* refund the money for a returned item, and we put the money back into the same account from which it was withdrawn.

*If you return orders that are more than 180 days old, we cannot refund the money, instead you will receive a credit note.

Answer: We offer the purchase of return labels in our online return portal - click on the link below:


REMEMBER to include your order number in the package so we know who to refund the money to.

Answer: All packages must be returned via our online returns portal. This is for the sake of correct clearance of the goods when they leave the country

In addition, you must include your order number in the package so we know to whom the money should be refunded.

As soon as we have processed your return package, you will receive a confirmation email. It may take up to 7 working days for you to see the money in your bank account.

Answer: No, unfortunately you cannot physically deliver the packages to our address.

Answer: As soon as we handle your return package, you will receive a confirmation email. It may take up to 7 business days for the money to appear in your account.

Answer: Unfortunately this is not possible at this moment.

Yarn inquiries

Answer: We would love to help you find a yarn alternative. All we need to know in order to be of assistance to you is the following;

  • Which pattern are you going to follow?
  • What yarn do you want to find a yarn alternative to?
  • What is the knitting tension, ply size and loop length of the original yarn?
  • What material do you want in an alternative yarn?

You can contact us by sending an email to and we will be happy to help you find an alternative yarn.

Answer: In order to help you calculate how much yarn you need, we need the following information:

  • Which pattern do you want to follow?
  • What type of yarn do you need?
  • What material do you want in an alternative yarn?

You can contact us by sending us an email at, where we will do our best to help you.


Answer: If you no longer wish to be subscribed to our newsletter, you can of course unsubscribe at the bottom of the newsletter by clicking ’Unsubscribe’.

If you would like help unsubscribing from our newsletter, our customer service team is of course available at both and +44 3455 280808.

NOTE: If you are shopping with us afterwards, please make sure you have un-ticked the box accepting newsletter subscriptions. If not so, you will be re-subscribed. It is always possible to unsubscribe from our newsletter.

Answer: We are always excited about new collaborations. If you are interested in a potential collaboration with us, please send an email to

Please answer the following points in your first email:


  • How many and which media(s) are you represented on?
  • Please send name(s) or links to your profile(s)
  • Number of followers
  • Who is your target audience?
  • What are your expectations in a partner?
  • Do you develop patterns for knitting or crochet?


  • What kind of event is it?
  • How many participants are expected for the event?
  • Who is the event's primary audience?
  • Where will we be listed as a sponsor for the event?
  • Is there an associated website where we will be mentioned?

Organisations, associations or other charities:

  • What is the purpose/charity of the organisation?
  • Does the organisation have a website and/or social media?
  • We would like to receive links to these sites - What is your expectation of a partner?

For all types of inquiries it is necessary to know what specific items you/your partner is interested in. To make it as specific as possible, please send a link to the item or category you/your customers are interested in.

The Sponsorship Department aims to respond as quickly as possible, but during busy periods it may take up to a few weeks before we can answer your email.

Answer: Unfortunately, you cannot make a purchase by mail or phone call.

We are of course happy to help you on +44 3455 280808 or by email if you need guidance on a product or instructions on how to complete an order.

Answer: If you would like a particular dyeing on a particular colour of yarn, we will of course be happy to help you check if we are lucky enough to have the desired dyeing in stock.

We can help you in the following way:

Add the colour and number of skeins you wish to purchase to the shopping basket on the website.

Below your delivery details, you will find a comment box at the bottom.

In the comment field, please write which dyeing number you want. If you have several different colours for which you want a specific colouring, then of course you write all these in the comment field.

Please add in the comment what you want to happen if we do not have the desired colour in stock. Do you still want to receive the yarn, or should we delete the item/order?

For example: "I want dyelot 3423 for colour 12. I want the yarn regardless of dyelot if the one i requested is not in stock".

The message will be forwarded to our warehouse, which will check if we have the desired colour in stock.

See the picture below for how to find the comment box.

Answer: Yes. You can order an item that is currently out of stock.

If it is less than 30 days before the item is expected to be in stock, you will be able to add it to your shopping cart.

If it is more than 30 days before the item is expected to be in stock, you will not be able to add it to your basket. The expected return date will be indicated on the item inside the website. At the same time, you will be able to see on the website whether the item can be added to your shopping cart or not. See example in the picture below.

You can easily order an out-of-stock item together with other available items. We will ship your entire order together when all items are in stock.

Answer: If you would like further information about a product other than what is listed on the website, please feel free to contact us by email or by phone +44 3455 280808 and we will get back to you as soon as possible.

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