Delivery & Returns

Delivery

I aim to visit the post office with your parcels 2-3 times a week.  As I work alone, I fit this in with all of the other jobs that running a business entails.  I endeavour to post on Monday, Wednesday, and Friday or Saturday, however this may differ.

Postage costs are calculated by weight.  Please note that 100g skein of yarn is usually a little over 100g. Packaging weight is included in the calculation.

UK
Delivery is via Royal Mail.  We generally offer 2nd class, as we don't find timing much different to 1st class. If you would prefer a different rate please contact us.
Standard 2nd class - £3.50 flat rate for any sized order.
Signed for UK 2nd class £4.50.
Free UK postage on orders over £50


International shipping is usually via Royal Mail, or Parcelforce for larger orders.  Standard shipping does not include tracking. Shipping is calculated by the weight of your order.
If you wish to place a larger order that is not accepted by my checkout system please use the contact page to send me details and I will arrange a setting just for you.

Europe.
0 - 1kg - £6
1.1 - 2kg - £10
With tracking (signature may be required)
0 - 1kg - £10
1.1 - 2kg - £14.


United States.
0 - 1kg - £10
1.1 - 2kg - £20
With tracking
0 - 1kg - £15
1.1 - 2kg - £25.

Australia and New Zealand
0 - 1kg - £10
1.1 - 2kg - £20
With tracking (signature may be required)
0 - 1kg - £15
1.1 - 2kg - £25.

Rest of the World
0 - 1kg - £9
1.1 - 2kg - £18
With tracking (signature may be required)
0 - 1kg - £14
1.1 - 2kg - £23.

Customs Fees/Taxes/Import Duties
Please note that any fees charged by your country’s government for importing/customs are your responsibility and are out of my control.

 

Returns

Wehave a 14-day return policy, which means you have 14 days after receiving your item to request a return. You have 30 days from receiving your item to return it.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Refunds can only be given to the person who purchased the item.


To start a return, you can contact us, with clear pictures of the fault, at shadownto@yahoo.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You must;

  • Contact me within 14 days of delivery - photos must be sent to us in the event of any fault in the item, before posting back to us.
  • Dispatch items to us within 30 days of delivery.
  • Refunds will be issued on receipt of the item in original condition.
  • If you are returning items from outside the UK your parcel must be clearly marked as a return on the outer packaging, in the customs label. If we are charged by HMRC (customs) to receive your parcel, the amount, including handling charge, will be deducted from your refund amount.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, including yarn has been wound into a ball/cake.  Hand dyed yarn has few faults - colour movement is normal, 2-3 knots per 100g are acceptable in the industry. Yarn cannot be returned if you have damaged it whilst opening your package. 

Unfortunately, we cannot accept returns on sale items that are sold with specified faults, or gift cards.

Exchanges
If you wish to exchange your item please contact us.  We will instruct you on how to return your original item and organise a replacement.  Replacements will be posted once we have received the original in perfect condition.  Unfortunately we cannot refund you your return postage.  Returns from outside the UK must be labelled correctly for customs, with refund marked clearly on the customs label.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be refunded immediately, but please remember it can take some time for your bank or credit card company to process and post the refund too.  Please note that your return postage will not be refunded.