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Frequently Asked Questions

The current situation surrounding the Coronavirus pandemic has affected practically every individual and business – and we are no exception. We're an independent, family-run business, and we are trying our absolute best to continue to serve our customers as best we can - Andy & Holly

Please PLEASE do not email us unless you have to. We’re asking (begging) you to please read the new FAQs below before sending us an email. Our depleted customer service team are swamped with queries and are working through your messages as fast as they can.

The long and short of it is that we’ve seen an increase in orders, while simultaneously experiencing a reduction in staff, either to self-isolate, or to protect high-risk members of their family. We’ve also made significant changes to our warehouse layout and processes to protect our staff, which has also had a knock-on effect of slowing down our ability to pick and pack your orders.


Coronavirus Specific FAQs

Will there be a delay to my order?

Unfortunately, yes. There is likely to be a delay in posting your order. We are operating with a lower number of staff than usual, and are experiencing higher demand than normal. Priority (DPD) orders are still being processed same day, but please note that we cannot guarantee that they will arrive next day.

I selected DPD as my delivery method, please could you give me a delivery estimate for my order?

We're still picking, packing and posting Priority (DPD) orders the same day we receive them (before 2pm), and although we cannot guarantee that they will arrive next working day, the vast majority are arriving next working day. If you need something quickly, please use the DPD option. We know we charge more for a DPD delivery, but that’s because it costs us twice as much to send by DPD compared to Royal Mail.

I selected Royal Mail 1st Class Post (£2.95 or free for orders of £25) as my delivery method, please could you give me a delivery estimate for my order?

Royal Mail is an untracked service, therefore, we are not able to provide a delivery date for your order if you have chosen either of these options. Royal Mail are currently under a lot of pressure due to the increased demand for home delivery and are working as quickly as possible to deliver your order to you - so please allow longer than normal for your order to arrive. It may only be a few days, or it could be a few weeks. Please be prepared for this if you select Royal Mail as your delivery choice.

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, fish it out, amend it, re-print it, and then insert it back into the correct place in the pile! We’re not Amazon, our warehouse systems are not as advanced as Amazon, so we’re asking for your help to try and make things run as smoothly as possible. However, we can instruct the warehouse to cancel your order if it has not been picked yet, therefore, please let us know as soon as you can if you would like us to cancel your order so that you can reorder and include everything that you need.

Please can I cancel my order and get a refund?

Yes, as long as your order hasn’t been picked we are happy to do this for you.

When will you be shipping to non-UK addresses again?

We are hoping to resume international shipping in early July. This will be done on a phased basis, a few countries at a time, to ensure we can cope with the orders safely, and to try and make sure we're only sending orders to countries where there's a good chance they'll arrive without too much of a delay. Once we are able to reinstate international delivery we will update our social media channels and website to reflect this.

I live in The Channel Islands, do you still deliver here?

Jersey and Guernsey are not part of the UK, and have to be treated separately for customs and tax purposes. The temporary streamlined order processes that we have introduced means we do not currently have the ability to remove the tax and complete CN22 declarations for orders, so Jersey and Guernsey have been removed from the list of shipping destinations. However, as the Channel Islands use Royal Mail postcodes, you can select UK as your delivery country and the order will be dispatched as normal, but you will be charged UK VAT.

What changes have you made in your warehouse/offices to ensure safety of staff?

 Anyone who can work from home (marketing, some customer service, etc), is doing so. However, the picking and packing of orders is something that can’t be done from home, so we’ve made significant changes to our warehouse layout and processes to enable social distancing, and protect our staff, including:
- We have closed every-other packing station, meaning that order packers are well spaced out, and operating over 2m apart. This initially reduced our order packing capacity by 50%. We have now built 6 new packing stations in a completely separate area of the warehouse, again with over 2m between them, to try and increase our ability to pack orders again.
- We have separated our order picking station into 3 separate order picking stations, to prevent queues when collecting an order to be picked.
- We have introduced a one-way system to direct the flow of staff around the warehouse so as to try and minimise the face-to-face crossing of paths.
- We are converting our bulk storage area of the warehouse into extra order picking space, to help further space people out in the building.
- A number of staff have moved to a shift pattern, operating from 6am-2pm, and 2pm-10pm, to reduce the number of members of staff in the building at any one time.
- Members of staff who are in the high-risk category, are shielding at home for at least 12 weeks, on full pay.
- We have tripled the hours our cleaner (Andrea) works, and all communal areas are being cleaned and deep cleaned far more frequently than normal.
- All packing stations have anti-bacterial spray bottles, and all surfaces are cleaned multiple times each day, including at the beginning and end of each packing shift.

Are you offering a discount for NHS workers?

Yes, we are offering a special discount to NHS workers, which can be accessed via the Blue Light Card website.

Why can't I contact you by telephone?

For the time being, we regret that we are not able to take telephone calls, as we are not able to fully staff our phone lines. This is due to a combination of the move to shift working, working from home, and simply not knowing which members of staff will be in work each day.  We are still able to offer full email support, and much of this is being done from home. Please bear in mind that our team is depleted, but we are working through your messages as fast as we can.

When will your bricks-and-mortar shop be reopening?

Unfortunately we will not be re-opening our bricks-and-mortar shop on 15th June when non-essential shops are allowed to reopen. With the split-shift pattern we are now operating, unfortunately we do not have the staff available to be able to safely re-open the shop. We are planning to introduce a click-and-collect service sometime in July, but to not have a date for this yet.


Our usual FAQs:

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. 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.

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 double-check that your order is correct before pressing "place order" as unfortunately it is not possible to add items to an order once it has been placed.

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.

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 will cancel and refund your order. If it has already been taken to our warehouse, you will have to return the unwanted items to us once they are delivered for a refund or exchange.

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 (though we are having to extend this time frame during the Coronavirus crisis, as some items are taking longer than 10 working days to arrive, and are not lost, they're just delayed). 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 three months of receiving your order.

What happens if my products are faulty?

Please 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 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.

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. This could be down to factors such as the resolution and brightness of the device's screen. Also, a shade of yarn may sometimes vary very slightly from dye lot to dye lot. This could mean that the dye lot you receive may not be an exact match to the dye lot of the yarn in the photograph on our website - although it will be very close! 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

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.

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.

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.

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.

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