Delivery & Collection Information
All our goods are currently sent by Hermes standard 2 - 4 day delivery service (including weekends).
This is a tracking service, without signature.
Standard UK delivery is £2.90, UK orders of over £25 will receive free delivery.
We aim to get all orders made before 2pm despatched the same day (Monday - Saturday), however we cannot guarantee this as a service.
Hermes covers almost all of the United Kingdom, however there are some remote or inaccessible areas that they can't deliver to. Should there be an issue with finding you address, or if it is found to be an address that Hermes cannot deliver to, then we shall contact you by your email address to arrange an alternative delivery address.
We offer a from next day local collection service, if you would rather pick up your order directly from us.
Please select "local next-day collection" at the check-out, pay and complete your order. Then drop us an email at email@example.com to arrange a collection day and time slot to ensure a Covid-safe collection.
Will I get the same batch number in my order?
We will always do our best to provide you with the same batch numbers, however we may have to occasionally provide you with different batch numbers to fulfil larger orders. If having the same batch number is critical to your project, please contact us in advance to ensure we have enough in stock.
Why does my ball of wool have a knot in it?
Manufacturers do their best to minimise the number of joins or knots in a ball of wool, but they do happen occasionally. Joins or knots are generally more common in natural fibres than acrylics, and they do not mean the yarn is faulty. However, if you have a large number of joins (3 or more), please contact us, and we will do our best to arrange for a replacement.
I can’t log into my account
Please contact us and we'll help you out.
How do I cancel an order?
Please let us know as soon as you decide to cancel the order, and we will arrange to cancel and refund it. If it as already been posted, then you'll need to arrange to send it back to us through our returns process.
Can I change my address on an order once it has been placed?
Please contact us as soon as possible by email and we will do our best to amend your order if has not been posted.
What if the product I need is out of stock?
If the product you are looking for is out of stock, please feel free to contact us and we will do our best to get it back in stock for you quickly. We re-stock on a regular basis, so it shouldn't be long!
Can I add more than one discount to my basket?
Unfortunately, at this point in time, the platform we use does not enable multiple discounts at the basket. Therefore if we want to discount a particular item, we will do our best to do that outside of any other basket discounts, so you get the best value for money.
How do I see how many Pearl Points I have?
Just click on the Pearl's Points button at the bottom left of any page, and log in. You'll see your points and what rewards you have there.
What if I cancel or return my order?
If you have redeemed any points as part of your order, then we'll pop them back on. Likewise, any points earned, will also be deduced from your balance.
How soon will my points be update?
Your new points balance should be available within 24 hours, if you have any concerns, please don't hesitate to contact us.
Can I use my Pearl Points discount with other discount codes?
Unfortunately no, only one discount code can be used at any one time.
How do I get my Birthday Pearl Points?
Just click on the Pearl's Points button from any of our pages, and log in. You'll find ways to earn points, and add your birthday option will allow you to update your month of your birthday. You must add this at least 40 days before your next birthday to get your birthday points. You'll then automatically get them each year.
How long are gift vouchers valid for?
Our gift vouchers are valid for 24 months.
Can I see how much I have left?
You won't be able to see yourself, but if you contact us, we'll be able to help.
What if I don't receive my email?
Please contact us and we'll be able to help.