| CORRESPONDENCE |
I wear a lot of hats as the owner and sole employee of Kettle Yarn Co. and get a large number of emails per week. As a result I've had to limit my email admin days to Tuesdays and Thursdays in order to keep things running and be able to dye more glorious yarn for you! Please be patient - I will get back to you as soon as I can! See below for some answers to your questions.
Please check this page or the FAQs for answers to general questions before emailing as many of your answers can be found there. If you have questions regarding shipping - eg. if your parcel has not yet arrived - please read the shipping below.
Discounts can only be applied at time of purchase. If you have any troubles putting one through, please contact me before putting a purchase through as they cannot be processed post-purchase.
Any order that has been flagged as medium to high risk by Shopify's fraud analysis system will be automatically cancelled. I reserve the right to cancel any order that could be fraudulent to avoid theft and chargebacks.
NOTE: Items that are pre-ordered are not refundable as the items will be made to order.
| REFUNDS / EXCHANGES |
If you are unhappy with your purchase please contact me within 30 days. I take great pride in providing an exceptional product and would love to hear of any issues you might have with yarn quality. All yarns that are to be sent back to me must be in saleable condition - not unwound, exposed to animals or smelling like perfumes, smoke, etc.
NOTE: I am unable to offer refunds due to colours not matching what you saw on your monitor, so please contact me by email before purchasing if you need help with a specific hue! Please read Colour Facts before ordering.
As I pride myself on keeping my products as pure from allergens as possible, all items being exchanged must be free of any smells - perfumes, smoke, etc. - and not have been exposed to animals.
Returns are not accepted without prior approval and are subject to a 10% restocking fee. Skeins should be returned within 14 days of my agreeing to accept the skein and should be agreed within 30 days of having received the order. Shipping for any agreed exchanges due to colour or buyer error will be paid by the buyer.
Note: If there are any residual scents on the item returned I will not be able to put the item back into stock and the buyer will have to pay for return shipping back.
| SHIPPING |
My shipping days are generally Wednesdays. If you order something and need it right away please email me directly after you purchase with URGENT in the subject line, keeping in mind that my admin days are Thursdays and I only check emails on this day.
NOTE: USPS has hiked their rates considerably, which has affected Royal Mail's rates and as tracking is now only £2 more I have switched to tracked parcels for anything over 100g for the USA.
To keep shipping costs low all other parcels are shipped on a basic, non-traceable service. If you would like to insure your parcel for the full amount at an additional cost, please email me when you make your purchase and I will invoice you accordingly. If you've not done this, parcels will be shipped on a regular, untraceable service and customers are responsible for lost parcels.
I am unable to replace items that are lost in the post without first arranging additional insurance before shipping.
TRACKING: If you've paid for tracking so if your parcel goes missing you will be able to claim for the amount insured with Royal Mail.
Please be aware that due to new Royal Mail rules I am unable to do this on your behalf as they won't refund me the full amount as the producer of goods sent. Thanks.
Domestic parcels are shipped 1st class mail. International orders can take 7 -14 working days to arrive. In some instances it can sometimes take 4 - 6 weeks for parcels to reach destinations outside the UK.
NOTES: International buyers are responsible for any and all Customs Charges, Taxes & Additional Postal Fees.
| YARN WINDING / CUSTOM ORDERS |
Being a one-woman show who dyes yarn, admin, graphic and web design, etc. for this business, I just don't have enough time in the day to also wind yarn for orders. I am also no longer able to do custom orders. Thanks for understanding!