We aim to dispatch all orders within 24 hours unless otherwise stated. If during busy periods we run out of stock or should there be a delay in your delivery, we will contact you at the earliest opportunity and notify you of the expected delivery date. Should the item be no longer available, we will offer you a replacement or a full refund - see our Refunds section for further details.

All deliveries are sent Second Class via Royal Mail. Occasionally we will send the item Recorded Delivery - this method of shipping requires a signature upon delivery.

Overseas orders within the EU will be sent via air mail. Overseas orders outside the EU will be sent by surface mail. If an overseas order outside the EU is required via air mail then please contact us to arrange payment of the extra delivery charge.

We ensure balls of the same colour in one order will always be of the same dye lot, unless otherwise stated. If on the rare occasion balls in one order turn out to be of a different dye lot please notify us and we will do our best to offer you a refund or exchange. Our rules for faulty / incorrect goods will apply.

Queries for orders of certain dye lot numbers will be answered ASAP however we can not guarantee how long it will take to answer such queries.

The customer must ensure upon delivery that dye lots are correct as return notifications need to be made within 14 days of delivery.

We do our utmost to ensure descriptions are as accurate as possible but we cannot guarantee descriptions are accurate, reliable, complete, up to date or free of error.

Please note that despite our efforts to represent colours accurately, product colours might differ slightly from the ones displayed on the website due to the nature of digital images and differences in screen settings. We will not be able to accept responsibility for small differences in colour, and if on delivery you are unhappy with the colour of your goods, normal Exchange rules apply. If yarn colour/texture is crucial to you and your order exceeds £40 please contact us in advance by email as in some cases (depending on the cost and availability of the yarn at our discretion) we might be able to post a small sample to you, initially at a small fee which we will quote beforehand. We will refund this fee after your £40 or more order of the same yarn if you order within 28 days. Please note we cannot accept this offer for any discounted yarns and for smaller orders it is not cost effective as return postage costs are relatively low.

In the event that an item is not as described please contact us in writing (email or post) to explain the problem and we will get back to you ASAP.

In the event that an item is not as described, or in poor condition please contact us in writing (email or post) to explain the problem and we will get back to you ASAP and agree to either refund or redispatch a replacement within 24 hours (providing we have the items in stock, if not it we will notify you as it can take up to 28 days). Please return the faulty goods within 14 days and mark your parcel clearly as FAULTY along with your order number/copy of the invoice for that item.

In the event of faulty goods we will refund any extra shipping costs paid by you within 28 days. However if returned goods are in good order on inspection, you will be liable to pay for the extra shipping costs and the usual Returns rules apply.

Please do not write directly on the manufacturers packaging as defacement/damage will result in a rejection or in Simply Wool charging the customer an additional stocking fee at our discretion.

Health & Safety at Work Act 1974. Consumer Protection Act 1987.

We confirm that our goods do present a hazard when used properly for the intended use it was designed for. The user is expected to take reasonable & normal precautions in their use.

Purchasing is easy and secure. Simply browse through the online shop and click on any items that you wish to examine further. If you wish to purchase, please select the items, the quantity and any other variables and click "add to bag". Once it's in the shopping bag you can simply go to checkout and follow the checkout and purchase procedures or carry on shopping.

Order acceptance and completion of contract between shop and customer takes place on dispatch of products orders. We reserve the right not to accept an order if: a) the product is unavailable from our stock or out of production b) we are unable to obtain authorisation for your payment c) we identify a product pricing or product description error d) we identify a shipping price error. In all above cases the customer will be notified.

The customer is to ensure that all details given are correct. Credit / Debit card is their own and they are authorised to use it, and there are sufficient funds/credit to pay for the order.

We reserve the right to obtain validation of your debit/credit card details before dispatching goods.

We've made order tracking simple. With our sophisticated systems you receive an email at each stage of your order process. You receive an email when you have confirmed and order, one when your order payment has been processed and one when you order has been despatched all you have to do is read your email!

Alternatively, you can also log into your account on our site and view all your current and previous orders and the current status.

In the unlikely event that you order a product that is not in stock, your card will not be charged for this item. Alternatively, you will be advised of the restocking date and your item be placed on back order with stock priority. Your payment will not be processed until you order is ready to ship.

Online security is our highest priority. At Simply Wool we take great care to ensure that our online shop is secure for all your e-commerce transactions.

Our web shop uses 128 bit SSL (the industry standard and most widely used software for secure transactions) this encrypts all of your details including credit card numbers and your name and address. We use PayPal or Sage Pay to handle all of our credit card transactions and we do not store your credit card details on file.

At the bottom of our website checkout pages you will see a padlock symbol this ensures that the site is secure.

Your payment card will only be charged when your order is ready for dispatch from our warehouse.

Simply Wool do not disclose any information to third parties in accordance with the Data Protection Act 1988. Cookies are used only to track items in your basket and store any delivery addresses if you have selected the 'remember me' option.

We will only release account and/or personal information when necessary to comply with the law or in order to protect rights or safety of Simply Wool and its users or others.

We do not send random marketing emails to personal email addresses (spam).

Refunds will only be issued via the original payment method. We will not refund via cash or cheque. Items ordered via a credit or debit card will only be refunded to the original payment card. For clarification, please call us at Simply Wool on 01856 771 732 Mon to Fri 09.00 till 17.00.

If you are not completely satisfied with your purchase within 14 days of your order, we will exchange or refund the cost of that item less any shipping charges within 28 days from receiving your return. If an item appears faulty, contact us and we will arrange a replacement to be sent out at our cost.

Please ensure any returns are packaged appropriately and carefully wrapped to avoid damage. Simply Wool is unable to accept liability for any damage or loss in shipping. This responsibility is the customers.

In events where only part of an order is returned and refunded and where the total order value has either amounted to a discount or free postage, and the final order value of goods kept by the customer is too low to qualify for the same total discount then Simply Wool reserve the right to charge postage or deduct discount pro rata.

Please do not write directly on the manufacturers packaging as defacement/damage will result in a rejection or in Simply Wool charging the customer an additional stocking fee at our discretion.

www.simplywool.com is wholly owned by:

Christine Lyburn & Howard Nixon
Brennanaire Cottage, Netherbrough Road, Harray, Orkney
Scotland, KW17 2JR
Tel: 01856 771 732

Goods placed on special offer maybe downgraded goods. These are limited and are subject to the following rules: a) their condition is as described at the point of sale b) they are sold on a first come first served basis, however if it becomes unavailable the shop reserves the right to cancel the sale and refund the purchase price by the customer c) these products are non-refundable unless the shop has made an error or the goods are faulty.

None of our policies affects your statutory rights as a consumer.

All content included on this site including but not limited to web site design, text, graphics, audio clips, visual clips, logos, and the selection and arrangement thereof are the property of Simply Wool Limited or its suppliers and are protected by UK and international copyright laws.

All software used on this site is the property of Simpy Wool Limited or its software suppliers and is protected by UK and international copyright laws.

Trademarks are not guaranteed to be indicative of the actual manufacturer of a product.

You may view, copy and print portions of our website for the sole purpose of placing an order with us. The materials on our website may not be used for any other purpose.

We will use the information you provide and the records of items you buy to constantly monitor and improve our service and for marketing purposes in accordance with our Privacy Policy.