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SHIPPING & DELIVERY
UK Flat Rate Per Order: £3.40 standard, £4 Tracked
I ship all orders using Royal Mail, 2nd Class parcels. I find these usually arrive between 2-3 days from dispatch and are often just as quick as First Class. The standard option provides proof of delivery but you can upgrade to the 'Tracked 48' option for extra peace of mind and door-to-door tracking.
I will always post as soon as possible but please allow 1-3 working days to pack and dispatch an in-stock order. You will receive a confirmation email when your parcel is on its way. I have never (touch wood!), had an order go missing but on the off chance that your parcel does not arrive within a reasonable time please let me know and I can investigate. Royal Mail will only consider a parcel 'lost' after 15 days so please bear this in mind.
Yarn club orders made by the 15th of the month are dyed to order and so will be dispatched by the end of that month. If you order anything else at the same time, it will be shipped along with the yarn club so please order separately if you need your other item(s) sooner. Similarly, anything ordered along with dyed-to-order items will be dispatched when the full order is ready.
International Orders (including EU)
Orders shipped outside the UK will be sent with Royal Mail's International Tracked service. You will receive a tracking link with your order confirmation. Depending on the region, they aim to arrive within 7 working days but please do bear in mind that there are often global and local factors that can delay the post once it's left these shores!
Postage cost is automatically calculated by weight and can be viewed in your cart before you checkout. Please note this includes packaging, so a 100g skein of yarn will actually weigh a little more for shipping purposes.
IMPORTANT - CUSTOMS CHARGES AND FEES
Deliveries to regions outside the UK - now including the EU - may be subject to additional taxes, customs/handling charges and other fees levied by your government. These are NOT included and are the responsibility of the customer. Skeinhawk Yarns is not responsible for any delays at customs or items returned because of duties unpaid, so please ensure that you have checked your local import rules to avoid any nasty surprises!
At Skeinhawk, I want you to be delighted with your purchase. However, if for any reason you are not satisfied, please don't hesitate to contact me within 14 days of delivery at naomi@skeinhawkyarns.co.uk. I will do everything we can to resolve the issue.
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If you receive a damaged or faulty item, I will arrange a full refund, including postage. For other returns or exchanges, the item must be in complete and saleable condition, unused, and, in the case of yarn, not wound/caked. Once I receive the item, we can offer a refund or exchange for the item, but not the return postage cost.
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If returning items from outside the UK, please clearly label them as RETURNS on the customs label on the outside packaging. Failure to do so may result in customs charges that cannot be refunded.
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Please note, it may not be possible to exchange bespoke or yarn club orders due to their non-replicable nature.
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Thank you for your understanding.