Frequently Asked Questions
Please read our FAQ before sending us a message.
Delivery charges are £1.99 for orders up to £30 in the UK and delivery is FREE over £30. These charges are for the UK only, as we do not post overseas.
We accept payment by Paypal which supports a large number of credit cards Including Visa, MasterCard,
American Express, Discover & JCB.
We also accept card payments from Visa, Mastercard, American Express & ApplePay.
When using either Paypal or Stripe all transaction details are securely taken on either Paypals or Stripes own servers and no credit card details are taken on our site, therefore making your transaction completely secure.
Orders are dispatched within 24 – 48 hours depending on how busy we are.
We dispatch using either Royal Mail for small items or Hermes Courier depending on the size and weight of the order.
Royal Mail usually take between 1-3 working days from dispatch date
Hermes (also known as myhermes) will take 3-5 working days from dispatch date.
Small orders going through Royal Mail may be vacuum packed, so they fit through your letter box.
This does not damage the wool, once opened it will puff back up.
Any order sent through Hermes courier will do 3 attempted deliveries.
NOT ALL COURIERS LEAVE CARDS, so an attempted delivery will not always mean that a card is left.
The couriers do not get paid however if they do not deliver, so it is in their interest to deliver the parcel.
After 3 attempts the parcel will be sent back to the sorting depot to be returned to us, which Hermes charge a £4.00 return fee for doing so, which we have to pay to get it returned.
If this happens, once the parcel arrives back with us, we will refund the customers order, minus the return charge of £4.00 which will be at the customers expense & the original postage the customer paid if applicable for the order.
It is advisable if you have ordered and know a delivery will be coming to make arrangements for someone to be at home, or leave a note of where the parcel could be left.
Any order sent via royal mail that is not collected from a delivery office is returned to us, usually 2 – 3 weeks after its been sent. Orders will be refunded if they are returned minus any postage cost paid.
Please allow up to 10 days for your Order to arrive before contacting us regarding its whereabouts.
ORDERS NOT RECEIVED
We can request further details from Hermes regarding the delivery.
Any customer who maintains non receipt of the order that is showing as delivered will be required to fill out and sign a Hermes Declaration form for non receipt of goods and email a copy to us prior to us being able to offer either a replacement or a refund, as this is a requirement by Hermes.
Once the goods have been delivered to you, you are responsible for protecting them against loss or damage.
Please be careful when opening packages with yarn in, as if you use scissors you may damage or cut through the yarn upon opening.
We are committed to ensuring that your privacy is protected.
Should we ask you to provide certain information by which you can be identified when using our
Website you can be assured that it will only be used in accordance with this privacy statement.
We may change this policy from time to time by updating this page.
You should check this page from time to time to ensure that you are happy with any changes.
This policy is effective from 7th November 2010.
What we collect:
- We may collect the following information:
- Name & Address
- Contact information including email address & telephone number
- Demographic information such as postcode
- Other information relevant to customer surveys or offers
What we do with the information we gather:
We require this information to understand your needs and provide you with a better service,
In particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information
- Which we think you may find interesting using the email address which you have provided.
- From time to time, we may also use your information to contact you for market research purposes.
We may contact you by email, phone or mail. We may use the information to customize the website
According to your interests.
Controlling your personal information:
You may choose to restrict the collection or use of your personal information in the following ways:
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.
We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998.
A small fee will be payable. If you would like a copy of the information held on you please write to:
Cygnet Yarn Shop
Unit 27, Norrels Drive
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
You will receive an electronic invoice after ordering.
A paper invoice will be included in with your order.
You can also request an invoice copy when logged into your account.
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