Currency
All prices are quoted in UK pounds sterling (£).
Payment, Returns & Shipping
Payment Information - Payments are made to Woolaballoo using Protx VSP direct and is completely secure. All customer details are encrypted so you can enter your information with confidence. Payments made in UK Pounds Sterling (UK £).
Shipping Information
Goods are sent by Royal Mail or Priority Airmail and UK yarn orders over £80.00 have free shipping.
Provided your item is in stock we will normally dispatch your order within 2 business days, please allow 15 days before contacting us. Should your item not be in stock we will inform you by email and ask whether you would like it to be placed on back-order - if on backorder please allow between 10 to 28 days for delivery. (Please note that Debbie Bliss, Louisa Harding and Sirdar products which are not in stock can be dispatched usually within 7 working days, although Noro, products can take up to 28 days for delivery).
Please note: We do not accept responsibility for any delays caused by Royal Mail or your own country's postal delivery service, these are out of our control.
Customers located in the European Union have the right to cancel an order within seven days of purchase or within seven days of receipt of the goods after the date the item is delivered (whichever is the longer).
Should you wish to cancel your purchase within seven days, please contact us in writing, either by letter or by email - telephone cancellations are not accepted - and we will provide you with a returns number. All items must be appropriately packaged and returned so that we receive it within seven working days of the day after the date that the item was delivered to you, unused in the original packaging in a saleable condition along with the invoice and returns number to:
Woolaballoo Returns No. (Please quote Returns number here)
2 Beech Grove Terrace
Crawcrook
Tyne and Wear
NE40 4LZ
England
Orders where goods are received back after 7 working days or without a returns number will be charged a 15% re-stocking fee.
We cannot accept liability for returned goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage and to return goods by recorded delivery, registered post or by courier. Proof of postage will not be accepted as proof of delivery. The cost of returning goods will be borne by you. Cost of return of goods cancelled after dispatch will be borne by you.
You can expect a refund in the same form of payment originally used for purchase within 30 days after we receive your return or 7 day cancellation notice. Shipping and Handling charges will not be refunded for (1) undeliverable packages (including those for which the shipper cannot locate the customer, resulting in the order being returned to sender or abandoned), (2) deliveries that are refused (including instances in which the customer is unwilling to pay any applicable taxes or duties which results in the order being returned to sender or abandoned) or (3) orders cancelled after the goods have been shipped. Woolaballoo reserves the right to charge shipping for items dispatched, subsequently lost by the delivery agent and then cancelled. All undeliverable or refused orders will be treated as a return, with the same policy applied as returned items.
In the unlikely event that you receive damaged goods, please notify us in writing (or by email) within 7 days of receipt and goods will be re-dispatched on return of faulty items. Where a 'free shipping' order is part or fully returned or part cancelled Woolaballoo reserve the right to charge shipping pro rata should the order value fall below the prevailing free shipping rate.
Exchanges
Please contact us for an exchange number.
Exchanges should be sent to the following address:
Woolaballoo Exchange No. (Please quote Exchange number here)
2 Beech Grove Terrace
Crawcrook
Tyne and Wear
NE40 4LZ
England
Exchanges to another colour, size etc incur a £2.50 re-stocking and re-shipping fee, please enclose a cheque/postal order to this value made payable to Woolaballoo. We keep the prices as low as possible and the re-stocking fee is there to cover the extra work we have to do to handle returns, it also goes some way to cover the banks commission charges from the original purchase that are never refunded to us.
Stock
While we are a large online store, it is not possible for us to hold stock of all our products 100% of the time.
Unlike nearly all other types of retailing, holding stock of, for example, 20 of one particular item is never a guarantee of being able to supply every order. It is fine for books that are bought one at a time but every day we are as likely to have orders for 18 balls as we are 2. To fulfil orders we also need to take into account the dye lots - we may have more than enough of a colour to supply an order but because of different dye lots we need to order more so that they match. As an example, we recently had an order for 14 balls of one colour but even though we had 40 available we had to order in another 2 packs of 10 as we hadn't enough in a matching dye lot - unfortunately this is a daily occurrence!
Delivery policy
We are also at the mercy of our suppliers, some of whom we will be dropping over the coming months, and their ability to service our orders. If our supplier doesn't have a product in stock, and we have no control over this, then we cannot fulfil any orders for it and accept no responsibility for the delay.
Dye Lot Enquiries
Please bear with us when making enquiries about dye lots as it can be very time consuming to search through what can be up to 5 large boxes completely full with yarn to try and find a few balls in a matching lot. The best way is for you to place an order and email us with the reference number provided and we will amend the order to ensure that it is matched.