There is currently a 2-3 day delay in dispatching STANDARD and FREE delivery orders
There is currently a 2-3 day delay in dispatching STANDARD and FREE delivery orders
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Frequently Asked Questions

Got a question? Hopefully, we've already answered it here, but if not, please feel free to contact us by email at sales@woolwarehouse.co.uk or by phone on 01926 88 28 18.


My Account

I can’t log into my account

Please contact us with the email address you registered with, and we will either reset your password or look into why you can’t log in.

How do I create an account?

You can create an account by clicking on the LOG IN/JOIN icon in the top right corner. Click on the Create an Account button and fill in the required information.

How do I sign in to my account?

You can sign into your account by clicking on the LOG IN/JOIN icon in the top right corner of the screen.

I've forgotten my password, how do I reset it?

If you have forgotten your password, there is a link at the bottom of the Log-in page.

Can I merge two accounts?

Unfortunately, we are not able to merge two accounts, but we can delete one for you. Please contact us if you would like to do this.


Website Issues

Are you having issues loading our website?

If you are experiencing issues loading our website on the device you are using, please could you try the following:

  1. Clear cache and cookies on the device you are using.
  2. Make sure you have installed any available software updates.
  3. Try using another browser on your device if available (i.e. Firefox, Google Chrome, Internet Explorer or Safari).
  4. If you are using a VPN, please turn this off.
  5. If you have access to another device, please could you see if that has the same issue.

If you are still having issues after these steps, please could you send us an email with as much information as possible. Confirm what the device is you are using, the operating system/version of software you are using, what web browser you are using? If possible, please can you also take screenshots of the issue/error messages. Once we receive your email, we will look into this further for you.


Delivery

I selected DHL as my delivery method, when will my order arrive (UK Only)?

We dispatch DHL orders on day they are placed (if placed Monday to Friday before 1:30pm), and they should arrive on the next working day. You will receive tracking details from DHL, and given options to update your delivery if you aren't home to receive it.

I selected DPD as my delivery method, when will my order arrive (UK Only)?

We dispatch DPD orders on day they are placed (if placed Monday to Friday before 2pm), and they should arrive on the next working day. You will receive tracking details from DPD, and given options to update your delivery if you aren't home to receive it.

I selected Royal Mail Tracked 24 as my delivery method, when will my order arrive?

Most parcels arrive within 1 or 2 days; however, the Royal Mail option is a tracked service, but we can't guarantee a delivery date. Please allow up to 10 working days for your order to arrive.

I selected EVRi as my delivery method, when will my order arrive?

Most parcels arrive within 5 days and you will be given tracking details to follow the delivery process. Please allow 10 days for EVRi to deliver your parcel.

My original parcel didn't arrive and you sent out a replacement order, now the original has been delivered as well, what do I do with the second parcel?

If you receive both your replacement parcel and your original parcel, or you were refunded for a missing parcel and then received it, please contact us and we can provide you with a freepost address to return the items to us. If you would like to keep the second order, we can take payment by phone or send you a PayPal money request.

Do you ship internationally and how long will my order take to be delivered?

Yes, we ship to 120 countries. Please see our Delivery Information page for more information.

What if my order still hasn’t arrived?

Please contact us and we will do our best to resolve any issues.

For UK customers:

EVRi allow 10 days for delivery, please contact us if your tracking details haven’t updated during this time and we will contact Evri for you.

Royal Mail don't consider a package missing until 10 working days after it is dispatched. 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. If you aren't able to locate your parcel, please contact us.

DHL should arrive on the next working day if the order was placed before 1:30pm Monday to Friday. If your order was placed after 1:30pm on Friday, it will be packed on Monday for delivery on Tuesday. This does not include Bank Holidays. If you are experiencing a delay, please contact us and we will get in touch with DHL for you. Please bear in mind that some postcode areas take longer to get to and there will be longer delivery times, please see our delivery information page for more information.

DPD should arrive on the next working day if the order was placed before 2pm Monday to Friday. If your order was placed after 2pm on Friday, it will be packed on Monday for delivery on Tuesday. This does not include Bank Holidays. If you are experiencing a delay, please contact us and we will get in touch with DPD for you. Please bear in mind that some postcode areas take longer to get to and there will be longer delivery times, please see our delivery information page for more information.

For international customers:

Royal Mail International is not a tracked service, most orders will be delivered within 7-14 working days and we have to allow 6 weeks for delivery until we can class the parcel as missing and offer a refund.

EVRi International is a tracked service, most orders will be delivered within 7-14 working days and we have to allow 6 weeks for delivery until we can class the parcel as missing and offer a refund.

DHL Express International is a tracked service, most orders are delivered within 3 days, and in some cases, we do have to allow 2 weeks for delivery due to delays with customs clearances.


My Orders

Please can I add an item to my order that was placed a couple of days ago?

Unfortunately, we are no longer able to offer this service. Once an order has been received, printed, and taken to our warehouse, it is very difficult to find that order, amend it, re-print it.

Can I change my address on an order once it has been placed?

Please contact us as soon as possible by email or telephone and we will do our best to amend your order. Please note that our office is open from 9am until 5pm (GMT) Monday to Saturday. Emails will not be checked outside of these times.

How do I cancel an order?

Please contact us as soon as you wish to cancel the order. If it has not been taken to our warehouse, we can cancel and refund your order for you.

Please note, if you have selected a Priority delivery service, it is highly unlikely we will be able to cancel your order.

Can you hold my order until next week?

Unfortunately, we are not able to hold orders, they will be dispatched in number order as our team works through them. Sadly, we do not have the space in our warehouse to store or hold orders for an extended amount of time.

Can I place a large order for my business?

Yes of course, but we would state that large orders are non-refundable. If you are unsure or have any questions regarding this, please call us on 01926 882818 or email us on sales@woolwarehouse.co.uk.

The dye lot on my order was changed, I needed the one I selected for my project.

If we experience a stock error with the dye lot you requested, and we can't see that you have ordered that specific dye lot from us in the past, we will change the dye lot to one that we have available. Most of this time this works out just fine, however, if you needed the dye lot originally requested, please contact us and we will pass on our freepost address for you to return the unwanted dye lot to us and a refund will be issued for this yarn.

Organza Bags

Most products will be dispatched in an organza bag to protect them during the delivery process. However, needles, crochet hooks and other similar accessories are likely to arrive packaged in protective cardboard. If you would like an organza bag but have only ordered accessories, please leave a note in the Additional Comments box at the checkout to make a request and our team will do their best to accommodate this.

Large orders may come packaged in a box with plastic coverings to protect from wet weather. We may also run out of organza bags from time to time and alternative packaging will be used. If you do not wish to have your order in an organza bag, please tick the 'No organza bag please' box at check out. Unfortunately, we are unable to sell/send out our bags separately.


Discounts
Are you offering a discount for NHS workers?

We are running a discount code for NHS workers. Please contact us for further details.

If I have a discount code that takes my order below £30 will I still get free delivery?

No, you must spend over £30 after the discount code has been taken off to qualify for free delivery.

Will my discount code be valid on all products?

No, there are some exceptions. Discount codes will not be applied to yarn packs, sale items, gift vouchers and Lopi and King Cole KC products.

I forgot to use my discount code!

It can be very frustrating when you forget to use your discount code, Sadly, we can’t retrospectively apply discount codes to orders, but you can use it again for a future order.


Returns Information

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 three months of receiving your order.

What happens if my products are faulty?

Please stop using that product and contact us as soon as you realise you have a faulty item, and we will do our best to resolve this. We may ask you to email photos of the faulty item to us, so that we can send these to the manufacturer. Any fault needs to be reported to us within three months of the order being received.

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 they can come as a surprise 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 many 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 unless stated otherwise in the product description.

For more information please read our Returns Policy


Payments

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.

Can I pay in my own currency?

We are a UK company, so all 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).

I'm not in the UK, is VAT added to my order?

VAT is only added to orders placed and delivered within the UK.

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.

If my order says, 'Sage Pay Pending' or 'Sage Pay Cancelled', what should I do?

If your order status is 'Pending' or 'Cancelled', please call or email us as soon as possible so we can look into it, as there may be a problem with the payment.


Product Enquiries

I'm outside the UK and your yarn weights / needle sizes don't make sense!

Please click here for international yarn weight and needle sizing conversion charts.

What is a downloadable pattern?

When a pattern comes in downloadable PDF format, it means that it is available electronically and you will NOT receive a paper version in the post. You will need to create an account to be able to purchase downloadable patterns.

A big benefit of this for you is that it allows you to get your pattern immediately after purchase. You can get your pattern any time from your Account area's "My Downloadable Products" section, which acts as an online library of your downloadable patterns.

Supplying patterns in downloadable format means we can provide a much wider range of designs to inspire you from the world's biggest and best brands.

Where can I find my downloadable patterns?

Downloadable patterns can be found on your online account, under the tab 'My Downloadable Products'. The patterns will remain there indefinitely.

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. To do this, you just need to go to the product's page on our website and enter your email address in the 'Notify me' box.

I only need a small amount of yarn to finish my project but the shade/dye lot I need isn't on the website. Do you have any odd balls lying around that that I could buy?

No, all the stock we have available is shown on our website. If there is a specific dye lot you need and we do not have the stock for it, there is no way for us to know if/when we will receive that dye lot back in stock until deliveries arrive with us.

How accurately do the photographs on your website show the colours of the yarns you sell?

We take a great deal of care to make sure that the photographs on our website show the colours of the yarn we stock as closely as possible. We photograph the yarns we sell ourselves and use a colour-calibrated screen to check that each photograph is a true representation of the yarn in the photograph. However, different devices (e.g., a laptop or a tablet) can display website images slightly differently, meaning that an image may look very slightly different from one device to another.

Also, a shade of yarn may sometimes vary very slightly from dye lot to dye lot. If you receive a ball of yarn from us that you feel looks drastically different from the photo on our website, please do get in touch with our Customer Service Team by emailing sales@woolwarehouse.co.uk

Will you honour sale price on out of stock items?

We don't take payment for out of stock items to backorder, so if a sale ends before the items are back in stock we are unfortunately, unable to honour the price.

I placed an order a day before your sale started, can you refund me for the difference in price?

Unfortunately, we can't refund the difference. The sale start and end dates are usually visible on the promotional banners on the home page, or on the email sent to newsletter subscribers.

Do you have shade cards for your yarns?

Unfortunately, we don’t have shade cards or samples of the yarns we stock here at Wool Warehouse.

What length needles do I need?

If the pattern you are using doesn’t state a needle length, then that would depend on your personal preference and your knitting style.

Short straight needles are good for knitting on the go, however, if you like to tuck your needle under your arm a straight needle length of 35cm to 40cm would be better.

For knitting in the round, you can use this formula to work out the length of circular needles you will need:

Total number of cast on stitches ÷ the number of stitches required in a tension square for the yarn being used. Then multiply that answer by 10 to find the needle length.

For example: If the number of stitches to cast on is 240, and the tension for the yarn being used is 22 stitches for a 10cmx10cm tension square the maths would be.

240 ÷ 22 = 10.9 (round this up to 11)

11 x 10 = 110 So this suggests that you would need a 110cm circular needle, but we would suggest rounding down to 100cm to make sure your stitches are not being stretched around the cable.

Do you offer a yarn winding service?

Unfortunately, we can't offer this service. We would recommend getting a yarn swift and ball winder to make this easier to do at home, there are some helpful videos on YouTube showing you how to wind yarn by hand or using these products.

Can you label my fabrics?

If you are ordering more than one solid colour fabric and you need it to be labelled, please let us know in the Delivery Instructions box before you complete your order, and we will do our best to fulfil your request.

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