Terms & Conditions

Customer Service

Online Yarns is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

These terms of sale apply to all goods supplied by Online Yarns, whose office is at 78 Spruce Avenue, Waterlooville, Hampshire, PO7 8HJ, UK. We reserve the right to change these terms of sale without notice to you in relation to future sales.

Delivery Charges

The cost for postage and packing is based on the goods in your shopping basket and the delivery destination. You can check what the amount will be on the shopping basket page.

If the goods are in stock and your order is placed before 2pm, we will often process your order the same day. However in busy peaks, please allow 1-2 working days for us to process your order.

For a delivery address within the UK, parcels will be sent using Royal Mail, unless the parcel is bulky or of weight it will be sent using a different courier service. A signature will be required upon receipt with all option.

Whilst we make every effort to despatch your order as quickly as possible, we cannot be responsible for any delays in delivery caused by Royal Mail or any other courier. If you require your order urgently, we suggest that you call or e-mail to check stock avaliability.

For a delivery address outside the UK, we use the UK’s Royal Mail Airmail service. Delivery is usually within three to five days to Western Europe, four to seven days to Eastern Europe and five to ten days for the rest of the world, following the day of posting.

When ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

We reserve the right to withhold delivery to any particular place or location at our sole discretion.

Ordering

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. In addition to the price, you will be required to pay a delivery charge for the goods.

The goods are subject to availability. If on receipt of your order the goods you have ordered are not available in stock, we will inform you as soon as possible.

Every effort is made to ensure that prices shown on the website are accurate at the time you place your order. If an error is found, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order.

We accept payment by most major Credit Cards, PayPal, and British Bank cheques drawn in Sterling. If you are shopping from overseas or anywhere else, place your order and your credit card company will convert the transaction to your own currency. Please do not send your credit card information via email.

When you receive confirmation of an order from us it is to indicate that we have received your order. No cont
ract exists between you and Online Yarns for the sale of any goods until we have received and accepted your order and we have received payment in full (in cleared funds). Once we do so, there is a binding legal contract between us. By way of clarification, an acknowledgement of your order will be sent to you via e-mail when you place your order, but acceptance of your offer to buy the goods will not take place until after your payment is taken and you receive your acceptance e-mail. It is at this point that a binding legal contract is created and any contract is subject to these Terms and Conditions. The contract is subject to your right of cancellation (see below). We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. We reserve the right to refuse an order if we are advised by our payment processers that a tranaction may be 'high risk' or possibly fraudulent.

Shipping & Delivery

Shipping charges are displayed at the checkout stage. Every effort will be made to despatch your order as soon as possible after your order has been accepted - this is usually within 1-2 working days.

The goods you order will be delivered to the address you give when you place your order. Unless special arrangements have been made, a signature will be required upon delivery. If delivery cannot be made to your address because there is no one available to receive the goods, the goods will be held at a local depot and you will be informed as to how you may collect the goods.

If delivery cannot be made to your
address for reasons under Online Yarns control we will inform you as soon as possible and alternative arrangements will be made. We cannot be responsible for any delays in delivery caused by Royal Mail or other carrier and we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery.

International Sales

We are more than happy to take orders from customers who live outside the UK. If paying by PayPal, please note however that unfortunately PayPal doesn’t allow a different shipping country from the shopper’s PayPal account country. What this means is that if you opened a PayPal account in the UK, then PayPal will only accept the transaction if the shipping country is the UK. If you are now living in abroad, then you will need to change your PayPal account so that your account country reflects your new country of residence.

When ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information.Please be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

Returns & Replacements

You have the right to cancel an order within seven days of receipt of the goods. Should you wish to cancel your purchase within seven days, please contact us in writing via letter, e-mail or fax. Unwanted goods should be sent back to us unused, unopened and resaleable condition (skeins or balls not unwound, no strong odours, no pet hair etc.) within seven days of delivery. We will refund payment for the goods within 30 days minus a restocking fee of 10% unless faulty or wrong product was issued.

Orders placed by credit or debit card from this web site will be refunded directly to your credit or debit card. Orders placed by other means will be refunded by cheque. These refunds will be made within 30 days of return of goods.

We cannot accept liability for returned goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by recorded delivery, registered post, or by courier. Proof of postage will not be accepted as proof of delivery. Please remember to give us your name and address, and a copy of your purchase receipt. The cost of returning goods will be borne by you unless the goods are faulty or incorrect.

If the goods supplied to you are damaged on delivery or items are missing, you should notify us in writing via e-mail or fax within 7 days. If you have any other complaint about the goods, you should notify us in writing via the e-mail address or fax number shown below, as soon as possible, but in any event within 7 days of the date you discovered or ought to have discovered the damage, defect or complaint.

This returns policy does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by the manufacturer, failure to follow the manufacturer's instructions, or any alteration or repair carried out without the manufacturer's approval.

We endeavour to be as accurate as possible. However we do not warrant that product descriptions or other content of this site are accurate, complete, reliable, current or error-free. If a product offered by us itself is not as described your sole remedy is to return it in an unused condition. We colour calibrate our computers in the production of all of our images to ensure accurate rendition on colour. Please note that although our screens have been colour calibrated, yours is probably not which will lead to differences in colour rendition. This fact must be allowed for when considering your purchase.

Payment, Pricing & Promotions

Payment for the goods and delivery charges can be made by any method shown on the website at the time you place your order. Credit/Debit card transactions are processed by Paypal. When you complete your order, you will be taken to Paypal's secure website where you can safely enter your card details. Once payment is confirmed you will be returned to this website with confirmation of your payment.

Privacy & Security

This site uses SecureTrading, the UK's leading independent Payment Service Provider, to process credit and debit card payments. All sensitive payment card information is encrypted using the most sophisticated e-payment software available and is sent to the bank for instant authorisation via the SecureTrading network of payment gateways.

Transactions normally take a few seconds to be processed and at no time are your payment card details at risk from cyber criminals. For more information about SecureTrading please visit their website at
www.securetrading.com or call 0800 028 9151.

All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. We do not hold any of your card details or security numbers on our web site. Online Yarns will take all reasonable precautions to keep the details of your order and payment secure but unless Online Yarns is negligent, we will not be liable for unauthorised access to information supplied by you.

We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Viewing Orders

Logging in to your account allows you to monitor the status of any outstanding orders and view previous orders made through this website.

Updating Account Information

You can update your account information at any time by simply logging in.

These terms of sale and the supply of the goods will be subject to English law and the English courts will have jurisdiction in respect of any dispute arising from the contract.