Frequently Asked Questions
How can I pay for my order?
We accept payments via our website by debit/credit card, or PayPal. We accept payments over the telephone by credit/debit card (we cannot take PayPal payments over the telephone). We do accept payments by cheque or postal order, but please contact us before sending your order, so we can reserve stock for you.
If I have a discount code that takes my order below £25 will I still get free delivery?
No, you must spend over £25 after the discount code has been taken off to qualify for free delivery.
What if the product I need is out of stock?
If the product you are looking for is out of stock you can sign up to be notified when it is back in stock.
Is the colour of yarn on the website exactly what I will receive?
Every effort is made to ensure all products are as close a colour match as we can make them. All images are colour corrected on a colour calibrated monitor. Please be aware that shades may vary depending on your computer monitor or device.
Can I add items to an order once it has gone through?
Please contact us as soon as possible by e-mail or telephone and we will do our best to add these items on.
Can I change my address on an order once it has been placed?
Please contact us as soon as possible by e-mail or telephone and we will do our best to amend your order.
How do I cancel an order?
Please contact us as soon as you wish to cancel the order. If it has not been dispatched we will cancel and refund your order. If it has already been dispatched you will have to return the unwanted items to us.
Do you ship internationally?
Yes. Please see our Delivery information page for the countries we ship to.
Can I pay in my own currency?
We are a UK company so all of our payments are taken in Pounds Sterling. When placing an order for delivery outside of the UK, you will be charged in Pounds Sterling, and your credit card company or bank will convert the amount into your local currency (e.g. Euros, Dollars, etc).
How long will my order take to arrive?
Please see the Delivery information page.
What if my order still hasn’t arrived?
Please contact us and we will do our best to resolve any issues. Royal Mail do not consider a package missing until 10 working days after it is sent. It may be that your local sorting office has your parcel, normally they leave a red card to tell you but this may not be the case every time.
What is your returns policy?
Please see the Returns section of the website for information. If in doubt please contact us.
What happens if my order is incomplete or incorrect?
Please contact us as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to us within 7 days of receiving your order.
How do I return a faulty item?
Please contact us as soon as you realise you have a faulty item and we will do our best to resolve this.
Why does my ball of yarn have a knot in it?
Yarn manufacturers do their best to minimise the number of joins or knots in a ball of yarn, but they do crop up occasionally. Joins or knots are generally more common in natural fibre yarn than acrylic yarn, so can come as a surpise if a knitter or crocheter has recently switched from acrylic to a natural fibre yarn. Joins or knots do not mean the yarn is faulty. However, if you have a large number of joins or a particularly "knotty" ball, please contact us, and we will do our best to arrange for a replacement. Please rest assured that we do not sell "seconds" - all yarn we sell is "grade A" stock, direct from the manufacturer.
I can’t log into my account
Please contact us with the e-mail address you registered with and we will either reset your password or look into why you can’t log in.
I'm outside the UK and your yarn weights / needle sizes don't make sense!
How do I check the remaining balance of my Wool Warehouse Gift Voucher?
You can use our handy voucher checker to see the status of your voucher.