DELIVERY AND RETURNS
Updated: October 2022 AB
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We currently post to the UK only, however we are happy to obtain a quote for international orders. Please get in touch via our website contact form.
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We use Royal Mail for UK deliveries, however it may be necessary sometimes to use another courier, such as Evri or DPD.
UK Orders
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Postage for orders is calculated using Royal Mail prices depending on the weight of your order. Postage prices will increase in line with Royal Mail prices.
Orders received by noon will usually be posted the same day. Orders received after noon will be sent the next working day (Mon-Fri).
Royal Mail 1st class post is not a guaranteed next day service, it can usually take 1-3 days to arrive, but sometimes even longer.
Please note that we only post to the address provided with your payment. We cannot take responsibility if you have provided incorrect details or if you request the items be sent to a different address.
If your parcel has not arrived within 15 working days of dispatch, then it is your responsibility to contact your local Royal Mail sorting office. You can also book a redelivery by visiting www.royalmail.com/redelivery and entering the next working date after your parcel was dispatched. You do not need a ‘sorry we missed you’ card for this.
If there is still no sign of your parcel after you have explored these options, please contact us and we can discuss the matter further.
Local Pickup
All local pickup orders are assembled within 24 hours of being placed and are available for collection from our shop in Southwick, Sunderland, which is open 10am to 3.30pm Monday, Tuesday, Thursday and Friday, and 10am to 1pm on Saturday. Please note we are closed Wednesday and Sunday. Once you place a click-and-collect order, we will email or text you the collection details and arrange a suitable time to collect.
International Orders
Please contact us for a specialised quote.
Returns
Unwanted Goods
If you wish to return items from your order you can do so within 14 days of their purchase for a full refund of the purchase price. Items MUST be returned in their original, unused condition. Please note that postage will not be refunded, and the return parcel will be at your cost.
If on inspection of the returned items it is found to not be in it’s original condition (e.g. ball bands removed/changed, yarn has been used, yarn has picked up a scent or animal hair etc) it will be returned to you and you will not be entitled to a refund/exchange.
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Refunds will be made via the original method of payment.
If you experience problems with any goods, please contact us on 07914 263390 or e-mail woolhutsunderland@hotmail.com
Faulty Goods
In the unlikely event you discover on receiving your order that an item is faulty we will arrange for a replacement or refund and your return postage will also be reimbursed.
We can only send a replacement or refund once we have received a photograph/video of the fault as well as the yarn label. This is so we can contact the manufacturer to make a claim ourselves and to confirm that the faulty item was an item supplied by Wool Hut.
Please ensure you obtain proof of postage for all returns. If the returned parcel does not arrive with us it is your responsibility as the sender to seek compensation from Royal Mail. We are unable to issue a refund in these circumstances.
Refunds will be made via the original method of payment.
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Please note patterns are non-refundable.