Call us on +44 (0) 20 8133 9336

Welcome to Luxury Yarns

Customer Service

OK so no-one reads the full terms and conditions - they are very dull - so here are a few highlights and things you ought to know.

Shipping & Delivery
I will endeavour to ship all orders on products in stock on the same or next working day, however I am a working Mum and only have childcare at certain times during the week, so if I am unable to ship your products immediately please be assured that your order is a priority and I will get it out as soon as possible. I will of course keep you posted (no pun intended). 
Where postage has been paid for items will be sent via first class post. Free postage is offered on UK orders over £75 (except during sale periods when shipping will be charged on all purchases) but these items will either be sent via second class or with an alternative courier service and could take up to 3-5 working days. If you require your items faster then you are given the opportunity to pay for it and they will of course be sent via recorded delivery.
If you are are not in the UK there are a few rates to choose from. We urge you to chose First Class (Airmail with Recorded Delivery) as this will include insurance should your items go missing. If however, you chose Airmail or Surface Mail, you are accepting liability for the items if they do get lost, and as such will not be refunded. I will of course provide a proof of postage.
Privacy & Security
We are committed to respecting your online privacy and recognize your need for appropriate protection and management of any personally identifiable information ("Personal Information") you share with us. "Personal Information" means any information that may be used, either alone or in combination with other information, to personally identify an individual, including, but not limited to, a first and last name, personal profile, a home or other physical address, an email address or other contact information. I totally value your privacy and guarantee not to pass your details on to anyone. I hate receiving unsolicited emails and post so be assured I will never do that to you. For more information on our privacy policy and how we use cookies please see our privacy policy.
Returns & Replacements
If you have made an order in error and the products have not yet been dispatched, please email me as soon as possible at abby@luxuryyarns.co.uk and I will arrange a full refund immediately.
If there is a fault with any of your purchases then please return it to me and I will either refund or replace your items. If you are unhappy with your goods, you can return them in a saleable condition within 45 days of receipt for a refund less postage to your PayPal account. If your purchase qualified for free postage, then I will deduct the cost of postage from the refund should the amount returned drop the value of your original order below the qualifying £50. The buyer is responsible for the cost of the return postage, and we recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing. In addition to this, I also offer a full 365 day money back* guarantee. Almost everything you see on the site is covered by this unique policy - no questions asked (excludes Tjockt yarns which are spun and dyed to order, and Shreya bespoke items). Your items must be returned in a saleable condition - unused and, in the case of yarns with their labels attached, and accessories still in their packaging (if they had packaging - some do not). To make use of this offer you should email me first at abby@luxuryyarns.co.uk so that I can look out for your items. Also, please quote your original order reference (if you have registered on the site this will be held here). If you have used the ball winding service then I will refund 75% of the purchase price on any wholly unused balls. However, this offer does not apply to bespoke items (bespoke items are colours and yarns that have been created specially for you, not items which have been ordered for you). In addition, the buyer is responsible for postage, and again I recommend using recorded delivery. *If the items are returned after 45 days from the date of your purchase you will be issued with a credit note for the purchase price. I will either refund you the purchase price less 5% (the PayPal fee that I incur), or give you loyalty points (equivalent to store credit) to the value of your item +5%. Please state your preference when returning your items. This does not affect your statutory rights. 
Ordering
If an item is available but out of stock, there will be a message in your basket letting you know what the expected shipping time will be. It will frequently be less than this, but I will of course keep you informed of any developments.
I also offer a bespoke service with regards to Shreya Silks If you purchase a bespoke item (i.e. a something that is being created specifically for you, and to your exact requirements) These orders are generally taken over the phone or via email. I will then send you a copy of the order via email with information on the various ways you can pay. Please note that there is a minimum order of 500g per item. Should you change your mind and decide you no longer need/want these items there is a 50% cancellation fee in most cases, and the items will be made available for sale on the site.
With regards to Tjockt yarns, these are also spun and dyed to order and as such can not be returned. Orders are placed with Tjockt roughly twice a month to save on shipping costs. There is also a pricing structure on all yarns to cover shipping costs on small amounts. If you order is for less than 500g, but I have orders from other customers I will refund you the excess shipping charges.
Payment, Pricing, Promotions & Loyalty Points
Payment can be made in a number of ways. Via PayPal, or by credit card if you want to pay immediately upon ordering. Please be assured that PayPal handles all card payments and your information is never seen by Luxury Yarns. No financial information is ever seen by Luxury Yarns and we do not store any card details.  Alternatively you can now pay over the phone on +44 (0) 20 8133 9336, or via BACS (bank transfer). This last method will earn you an additional 5% of your order in loyalty points. 

Pricing
: all prices on the site are non-negotiable. Offers and promotions will from time to time be made on certain items, and products. These offers are non-transferrable, and are not usually applicable to any items in the Special Offers category as these products are already heavily discounted.  However, in the case of brand level discounts you can apply the discount to all items provided they have been selected from the main product window. In addition, these offers only apply to items that are in stock. I can not guarantee that the site will prevent you from ordering these items, but you will get a message in your basket to say that they are on backorder. I can not place orders for new stock at such discounted prices, so in the even that you proceed and checkout I will inform you immediately and refund your money. If this happens, I apologise in advance for your disappointment and inconvenience. 

Loyalty points:
throughout the site there are various ways that registered customers can earn loyalty points (these are not available if you checkout as a guest). 100 points are worth £1 redeemable against any purchase. Here are just some of the ways you can earn money off:
  • 20 points for registering for the site (ie creating an account, not registering for the newsletter).
  • 100 points for writing a verified product review. 
  • 100 points for sending in a photo of your finished product using our yarns (by sending your image you agree to it being used on my blog/social media websites). 
  • 250 points for referring a friend who then goes on to make a purchase, and they in turn will receive an additional 50 points for their first purchase. 
  • All products earn loyalty points; roughly every £1 spent you will earn 2 points (some products earn more).
Viewing Orders
If you are signed in then you will be able to view your order history. If you did not sign up and bought items as a guest, you will be able to find your order details on your confirmation email. If you have lost this information please contact me and I will re-send your email.
Updating Account Information
Please keep your account information up-to-date to ensure that you don't miss out on offers and promotions. Once registered your account will keep track of your loyalty points, wishlists, and items in your basket (so you dont need to keep re-adding them like you do on some sites). However, the site will log you out after a period of inactivity so you will need to log back in again periodically.

Lastly - thank you for your interest in Luxury Yarns. I hope that your experience with us means that you will come back again and again. If you have any suggestions or recommendations please do not hesitate to contact me at abby@luxuryyarns.co.uk, or call +44 (0) 20 8133 9336