Here you can find full details of our order terms, including delivery costs and timescales, how to pay, how to cancel orders, and how to make a return.
DELIVERY & POSTAGE
As only yarn that is in stock is put on the website orders will be sent out within 2/3 working days. Should your order not arrive within 10 working days please contact us. Our aim is to keep postage costs to a minimum and will reuse packaging when available.
Postage rates are as follows:
- UK – £3.50 under £25.00, free over £25.00. Patterns are £1.50.
- Europe – £6.00. Patterns are £3.00.
- Rest of the World – £8.50
Online payments are made using Paypal or Stripe. You don’t need a Paypal account to use it, just a debit or credit card. Stripe also allows you to pay directly by card.
The site is protected using the latest technologies, including TLS 1.2 and SSL. This means that whenever you’re on Skeins, you should be able to see a green padlock in your browser. We use Paypal and Stripe to process payments, and the information is encrypted as your payment is processed. We do not store your payment details, such as debit or credit card numbers, in our systems, and do not have access to the full number or CVC number.
Patterns are provided in PDF format. You can view them using the free Adobe Reader software. If you need to download this, please visit the Adobe website.
You may print patterns but cannot make copies or share them as they are copyrighted material.
RETURNS & CANCELLING ORDERS
To cancel an order, please contact us with details of the order you are cancelling. A charge may be made if the cancellation is done after the order or a part of the order has been dispatched.
If you have ordered digital items, like a pattern, then your right to cancel within 14 days is waived when you download it.
You can return anything you’re not happy with within 28 days of receiving it provided you have contacted us within 14 days of receipt to advise of its return and that it’s not something you’ve used.
We will cover the costs of returning any orders cancelled within 14 days. The cost will be included in your refund.
Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service to return things.
To get a full refund, simply return the item to us in its original condition, in its original packaging within 28 days of cancellation.
If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.
If we sent you something you hadn’t ordered and which was not a substitute item, please contact us within 14 days informing us of the problem. You can return it within 28 working days unused in its original packaging and you will not be charged.
Damaged In Transit
If your purchase is damaged in transit, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging.
Damaged or Defective Goods
If you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging. If the product is covered by a manufacturer’s warranty, please contact the manufacturer directly.