Terms, Conditions and FAQ

Frequently Asked Questions

Here we aim to answer some of your most common questions


Security
Is ordering on the internet safe?

Absolutely! Your credit card details are encrypted and processed by our secure servers, and we do not keep the card details.
Your credit card company will also provide you with a guarantee in the unlikely event of your card being used fraudulently. Of course if you are still not convinced we will accept your order with credit card details by phone. Also you may always send your order by post with a cheque.

Learning
How can I learn to knit or crochet?

The best way is to learn from another knitter; however there are plenty of books that will teach you the basics. Online knitting forums can then be a superb source of help for the confused knitter. As with all craft activities practice is the key

Colours
Are the colours shown accurate?

The colours of yarns shown on our website are for guidance only. They should be viewed along with the descriptive colour names given for each shade. We do our best to ensure that our images are accurate reproductions of our yarns. The settings of your monitor (brightness, contrast, colour settings) will influence the way the images appear on your screen. We will happily refund the value of unused yarns returned if you are not satisfied with the colour, but we regret that we CANNOT refund ANY postage charges (unless we have made an error). ALWAYS order sufficient yarn to complete a project as dye lots change and we cannot guarantee to match the same dye at a later date.


Washing
How can I wash my creations?

Pure wool should be washed gently by hand in pleasantly warm water using Lux, Dreft Handwash or other powder recommended specially for hand washing pure wool. It should be rinsed in water of a similar temperature and gently squeezed dry. Hot water, significant changes in water temperature, rough handling and leaving to stand in water will make pure wool fabric felt. Machine washing will also cause shrinkage however a ‘hand rinse’ cycle and ‘short spin’ cycle in the washing machine may well be successful for your pure woollens. If in doubt always test a sample of knitting first.

Returns
If I don't like the wool can I return it?

You can return a complete order of unused wool up to 2 weeks from the delivery date. We are sorry we cannot accept part of an order back because we end up with too many different dye lot varieties

Minimum Order
Do you have a minimum order value?

No. But you will find that our postal rates (see below) are effectively cheaper the more you order. We usually charge less than the actual postage costs on large orders.
Also we advise that you order enough wool to finish your project as we can't guarantee that the same dye lot will be available for repeat orders.


Postage and packing
What are the postage and packing charges?
Items ordered from Shadow Discount Wools will be delivered as soon as possible.
The following charges apply:

Shipping in the UK: £2.80 per order.

 

Shadow Discount Wools does not ship to locations outside the UK at this time. But, we intend to start this service as soon as we are able.

Every effort is made to ensure that delivery is within a maximum of 10 working days. All goods are subject to availability. In the event that we are unable to supply your goods within 28 days, we will inform you immediately and advise you of the expected delivery date.

Please allow 10 working days for delivery before contacting us to chase your order.


VAT (Value Added Tax)
Do the prices include VAT?

All prices on this Web site include UK VAT at 20%.


Delivery Times
When will I get my order?

We do our best to process and dispatch all orders within 2-3 working days. During busy periods this time can increase and we will endeavour to dispatch orders as soon as possible. If you have not received your order (or an email offering an alternative delivery schedule) within 10 working days of placing it at our website, please contact us. International orders usually take longer to arrive. For orders outside the U.K. please allow 28 days for delivery.


Any Problems
What if I'm not happy?

We aim to provide complete satisfaction with our products and our service. If for any reason you are not entirely satisfied with any aspect of our service or goods you have purchased from us then please contact:

Phil or Chris Horsman

61 Columbia Road

Ensbury Park

Bournemouth

Dorset BH10 4EA

Telephone 07592224467

Email christine.horsman@virgin.net