Delivery Shipping and Returns Policy

Delivery Shipping and Returns Policy

SPECIAL NOTICE: Christmas Postage deadlines 2016

Order by 2pm on these dates to have the best chance of receiving your orders before December 25th

As our non-UK parcels are sent Tracked and Signed, unless the value is under £20, the following are for tracked and signed items. Please order by 2pm on these dates to you’re your parcel the best chance of arriving in advance of December 25th.

    • Wednesday 7th December: Japan & Eastern Europe
    • Thursday 8th December: South America
    • Friday 9th December: Greece, Australia & New Zealand
    • Wednesday 14th December: Germany & Italy
    • Thursday 15th December: Canada Sweden & US
    • Friday 16th December: Rest of Europe inc. Ireland

All our UK parcels are sent 1st class so please order by 2pm on Wednesday December 21st.

Unfortunately, postal services are impacted by all kinds (customers, bad weather etc) of things so please consider this when ordering - sooner is better given the time of year.

We will continue to accept orders all through the season of course so even if you miss the above dates, keep ordering and we’ll keep posting, a parcel will be just as nice after Christmas! We will not post on December 22nd, 23rd & 24th as we will be frantically getting ready for Christmas. The Post Office will then be closed until the 28th of December when we will start posting again as normal. The Post Office is also closed on January 2nd 2017 so we won’t post on that date either but The Shop is Open all the time! : )

 

SECTION 1 – DELIVERY & SHIPPING

All Customers

All shipping is via Royal Mail and shipping rates include postage and packing. 

Monday to Friday (except bank holidays), orders received before 2pm, will be shipped on the same day.  Orders after 2pm will be shipped the next working day.  During very busy periods, there may be occasions where orders received before 2pm will be sent the following day.  You will be contacted if that has happened.

Orders received on Saturday & Sunday will be shipped on the next working day.

 

Parcels to United Kingdom addresses      

All orders will be posted via Royal Mail 1st class.

      • Orders up to £40: £3.30
      • Orders £40 and over: Free

 

Parcels to Overseas addresses

Packaging as well as the goods you purchase will be taken into account to calculate the weight of the order.

Overseas: Packages up to 2kg

Based on order value & weight, overseas customers will have an option of selecting one of the following shipping options during checkout:

1. International Standard Small Parcel (up to £20 in value)

2. International Tracked

3. International Tracked and Signed

The price to be paid will be based on the weight of products in the order and will vary by destination.  Full details are below:

 

International Standard Small Parcel - Reliable, cost effective standard delivery

Weight up to and including  Europe  World Zone 1  World Zone 2 
100g  £3.55 £4.20 £4.55  
250g  £4.05 £5.10 £5.55  
500g  £5.60 £7.80 £8.55  
750g  £6.95 £10.40 £11.25  
1kg  £8.35 £13.05 £14.00  
1.25kg  £9.60 £14.65 £15.80  
1.5kg  £10.95 £16.35 £17.70  
1.75kg  £12.30 £18.05 £19.60  
2kg  £13.45 £19.75 £21.50  

 

Royal Mail Tracked & Signed - Fully tracked with signature on delivery and online confirmation 

Weight up to and including  Europe  World Zone 1  World Zone 2 
100g  £8.20 £8.80 £9.00
250g  £8.70 £9.75 £10.05
500g  £10.15 £12.45 £12.90
750g  £11.10 £14.55 £15.40
1kg  £12.50 £17.20 £18.15
1.25kg  £13.55 £18.55 £19.65
1.5kg  £14.95 £20.15 £21.55
1.75kg  £15.45 £21.15 £22.65
2kg  £16.65 £22.75 £24.45

 

International Tracked - Fully tracked with online confirmation of delivery. 

Weight up to and including  EU Non EU World Zone 1  World Zone 2 
100g  £9.84 £8.20 £8.80 £9.00
250g  £10.44 £8.70 £9.75 £10.05
500g  £12.18 £10.15 £12.45 £12.90
750g  £13.32 £11.10 £14.55 £15.40
1kg  £15.00 £12.50 £17.20 £18.15
1.25kg  £16.26 £13.55 £18.55 £19.65
1.5kg  £17.94 £14.95 £20.15 £21.55
1.75kg  £18.54 £15.45 £21.15 £22.65
2kg  £19.98 £16.65 £22.75 £24.45

These prices are subject to update by Royal Mail and this policy will be updated accordingly.  

 

Overseas: Packages over 2kg

As overseas shipping on large parcels can be expensive, you will receive notification on the site that you will need to contact us prior to order for a quotation so we can find the best price for you based on how much you are buying.  On receipt of your email we will send you a quotation and if you accept it, we will then invoice you for the shipping and goods and then dispatch them as usual.

 

Countries we ship to

As we are a small company, we have a restricted list of countries that we ship to.  We plan to expand this list over time.  However, if your country isn't listed but you really can't live without our yarn, please get in touch and we will do our best!

Austria
Australia
Belgium
Denmark
Finland
France
Germany
Ireland
Isle of Man
Italy
Luxembourg
Netherlands
New Zealand
Poland
Portugal
Spain
Sweden
United Kingdom

From October 20th 2016, we will also ship to the following countries: Canada, China, Croatia, Greece, Guernsey, Hong Kong, Hungary, Iceland, Japan, Jersey, Lithuania, Latvia, Norway, Singapore,Switzerland & The United States of America.

SECTION 2 MISSING OR DELAYED ORDERS

All UK orders are posted Royal Mail 1st Class and should arrive within 1 - 3 days of being posted.  If a UK parcel hasn't arrived within 3 working days, please check with your sorting office / post office to see if they are holding a parcel for you but haven't left a card. 

European parcels should be received between 3 - 5 days after posting while delivery to the rest of the world is between 5 - 7 days.

While we obtain proof of posting for each parcel this doesn't give us any ability to track your parcel.  Royal Mail will not investigate UK missing packages until 15 working days have passed from the posting date.  We are unable to offer refunds or replacements for this period. 

European parcels are not considered as missing by the Royal Mail until 20 working days have passed, and for the rest of the world it is 25 working days.  We are unable to offer refunds or replacements for this period. 

TLYC cannot be held responsible for missing parcels where the incorrect address has been provided by the customer.

Where an order is returned by Royal Mail undelivered, we will give you the option to have that order resent. There will however be an additional charge for redelivery if an order has not been collected from the sorting office or the wrong address has been provided.

 

SECTION 3 RETURNS & REFUNDS

You can return goods within the first 14 days of receipt.  Unless the item is faulty, you will be liable for the cost of the return postage for the item. If 14 days have gone by since your purchase has been received, unfortunately we can’t offer you a refund or exchange unless the item is faulty.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned unless they are faulty. The following items are non-returnable:

      • Gift cards
      • Downloadable patterns
      • Patterns & Books
      • Needles
      • Crochet hooks
      • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
      • Any item that is returned more than 14 days after delivery

 

To complete your return, please include your name, address, email address & order number.   Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

TLYC will reimburse delivery costs when a returned item is faulty and send a replacement product at no additional cost.

If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We replace items only if they are faulty.  Please contact michelle@theloveliestyarncompany.co.uk and send your item to: 20 Norfolk Road, Long Eaton, Derbyshire, NG10 2BL, United Kingdom.

Returns Shipping

To return your product, you should mail your product to: 20 Norfolk Road, Long Eaton, DBY, NG10 2BL, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

SECTION 4 IMPORT DUTY

If you order from our site for delivery outside the United Kingdom, the parcel may be subject to import duties and taxes which are applied once the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges. If you would like further information please contact your local customs office before placing your order.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

We will not mark items as ‘Gifts’ as it would be a breach of Customs & Excise rules for us to do so.

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