Frequently asked questions

Products

Is your yarn ethical?

Our fibres are sourced from reliable material suppliers where we can establish best practise in relation to animal husbandry and the environment, as well as the best rearing and grading practices.

No animals are injured to provide our fibre as we only use shorn materials or material that has shed naturally from the animal.



Can I see your yarn in person?

Yes! You can come along to any of the events that we are attending, ask our advice, browse, and meet like-minded yarnies! View Events



What is Dyed to Order (DTO)?

Yarn which is dyed to order (DTO) may take up to two weeks longer to arrive than ready-to-go yarn. Orders which contain both ready-to-go and DTO products will be dispatched when the entire order is ready. To avoid this, please place a seperate order for DTO items. The images supplied are to be used as an indication of the final colour, however the match is not guaranteed due to the absorbency and chemical balance of different base-fibres. Due to their custom-made nature, all DTO products are non-refundable.



What does "Pre-order" mean?

Pre-ordered items are only posted out on the advertised date. Orders which contain both ready-to-go and pre-ordered products will be dispatched when the entire order is ready. To avoid this, please place a separate order for pre-order items.



Washing and drying instructions

Technically, any yarn described as "Superwash" can be machine washed (on a low heat, low spin cycle). However, we would ALWAYS recommend hand washing in warm soapy water. This is to avoid colour leakage, felting, and damaging your make.
Dry flat to avoid stretching/warping your projects. Never tumble dry wool products.
This may seem frustrating, but it is worth protecting the time and money spent on your creations



How do I use yarn that is twisted into a hank?

Yarn swift A hank is made up of a large loop, 1-2m in diameter. To avoid tangles, we leave tags on our yarn: remember to remove these before attempting to wind. The easiest way is by using a Yarn Swift and a ball winder (right) to trandform the hank into a "cake" or ball. If you don't have a yarn swift, you can carefully hang the hank on a door handle, or ask a friend to hold it taut while you manually wind the yarn into a ball. Or... We now offer a Caking service for ONLY £1 per hank!



Shipping and Returns

Where do you ship to?

We primarily ship to the UK, but options are available for other countries. Select the relevant shipping details at checkout



How do I return an item?

If it has been fewer than 14 days, send us a message using the contact link (below), and let us know how we can help you. Our full returns policy is available at the bottom of every page for more details.



My order arrived incomplete. What should I do?

Send us a message as soon as possible using the link below, and we will look into it for you.



Do you offer free shipping?

Yes! If you spend £50 or more, you will get free UK shipping. The shipping costs will automatically be deducted from your basket. This can be used alongside any valid promotional codes.



How much does shipping cost?

UK Shipping is £2.99, and free over £50.
International shipping is charged by parcel weight, and varies depending on the destination country.



Where is my order?

If you think your order is missing/lost: 1. Check the order date and confirmation email. If your order has not been confirmed, it may not have been placed successfully. 2. If the item has not been dispatched, check for any Dyed-to-Order or Pre-ordered items that may have delayed your order. If it has been dispatched but has not arrived, first check any available tracking information. 3. If it has not arrived within 5 working days (UK) or 10 working days (International), please send us a message using the link below to register it missing.



I think my parcel is missing in the post. Help!

If your parcel has been dispatched, but hasn't arrived yet, send us a message to discuss your options.



Privacy

Is it safe to enter my card details?

Yes, completely. We do not recieve any private information, and we do not keep any payment information on record. Our full privacy policy is available at the bottom of every page for more details.



Will you send me spam?

In short, no. We may send promotions and discount codes to you via email, but at any point you can click the "unsubscribe" link found at the bottom of every email. We do not send anything (other than your parcel) to your address, and we will never call you unless there is a problem with your order. Our full privacy policy is available at the bottom of every page for more details.



Contact Us

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Email Us

enquiries@knitmesane.co.uk