FREQUENTLY ASKED QUESTIONS


How often do you update the shop?

We dye small batches of yarn weekly, and list them in the shop when they are ready. Please check the shop regularly. Occasionally we will do a large update and announce it on our Instagram, Facebook and Twitter pages. 

Do you take custom orders?

Regrettably no, all our updates are ready to ship only. 

How soon will my order be shipped?

We aim to process all orders within 3  business days, however at busy times (especially after an update) this may take a little longer. 

Is your packaging environmentally friendly?

Yes, we use recycled and bio-degradable materials for our labels and our packaging.

Do you combine orders?

Yes, whenever possible we will combine multiple orders into one parcel and refund the extra shipping charges. However, when necessary large orders will be split into two parcels to comply with Royal Mail maximum parcel weight and volume guidelines, and the shipping will be charged accordingly. 

Do you ship internationally?

Yes, we ship worldwide using Royal Mail 'Standard International Airmail' service and Royal Mail 'Tracked and Signed' service.

Please note that Standard International Airmail DOES NOT offer tracking or compensation should your parcel go missing in transit. Once we ship your parcels it is out of our hands and out of our control. For a peace of mind and guaranteed compensation should your parcel go astray in the post, we recommend that you purchase 'Tracked and Signed' option at the checkout, otherwise we will not be able to offer compensation should something happen to your parcel after it has been dispatched. 

What are the shipping costs? 

Shipping rates are calculated at the checkout and are based on the weight and volume of the parcel.

How long will it take for my order to arrive?

UK orders usually arrive between 2 - 5 business days after shipping.

International orders usually arrive  between 2 - 6 weeks after shipping (often quicker for EU countries).

Please note that above delivery times are only an estimate and actual delivery times may vary, International parcels may be subject to longer delays due customs clearances etc. Please allow up to 45 business days for International delivery. If your parcel has not arrived within 45 business days, please contact us and we will help to resolve the issue. 

Do you accept returns? 

It is important to us that you are happy with your order. If  you are not completely satisfied with your purchase, please contact us within 14 days of receiving your order and we will arrange exchange or refund. Returned items must be unused and in their original condition. Unless we made an error with your order, it is the buyer's responsibility to cover the cost of return postage. The items remain the responsibility of the buyer until they reach us, we strongly advise that you obtain proof of postage, we are not responsible for any returned items going missing in transit.

SALE items are non returnable, all sales on discounted items are final.

Do you offer wholesale?

Not at the moment, although we may offer wholesale option in the future. If you are interested please contact us and we will let you know when it becomes available. 

Can I contact you directly?

Yes, we are always happy to help, please contact us at maya@thewoolbarn.com