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
• Privacy & Security
• Returns & Replacements
• Ordering
• Payment, Pricing, Promotions & Loyalty Points
• Viewing Orders
• Updating Account Information

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 and may also be recorded delivery. Free postage is offered on orders over £50 (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 sent first class then you are given the opportunity to pay for it and they will of course be sent via recorded delivery. 

International postage rates include Airmail with recorded delivery (or Airsure where applicable). If you would not like to use this option and are willing to trust the postal service then please contact me and I can arrange a £5 refund to your paypal account, or added as loyalty points (provided you have opened an account). which can be used as store credit if you have opened an account. However, you then accept liability if items go missing. 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 you are unhappy with your goods, you can return them in a saleable condition within 45 days of receipt for a full refund 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 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. Everything you see on the site is covered by this unique policy - no questions asked. 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 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 +10%. 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) I will send you a PayPal invoice for the price upon ordering. 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. 

Payment, Pricing,  Promotions & Loyalty Points  

Payment on the website is via PayPal so you can be sure that your details are safe and are never seen by Luxury Yarns. Currently, although I offer payment via credit card, this is also handled entirely by PayPal. No financial information is ever seen by Luxury Yarns and we do not store any card details. I will soon be switching to Lloyds TSB for my debit/credit card payments but please rest assured that this information will be 100% safe. 

 I now offer a couple of other methods of payment - you can now also pay over the phone on +44 (0) 20 8133 9336, or alternatively you can pay 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 = £1 redeemable against any purchase.
  • You will earn 20 points for registering for the site (ie creating an account, not registering for the newsletter).
  • You will earn 100 points for writing a verified product review. 
  • You will earn 100 points for sending in a photo of your finished product using our yarns. 
  • You will earn 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. 
  • We have just integrated Facebook, so now you can share products with your friends. It will work out roughly 10 points per share, but stories generated, comments etc will all earn more. This is not automated and immediate, but will be added on a weekly bases. We are working on Twitter and Pinterest too.
  • All products earn loyalty points; for every £1 spent you will earn 2 points.

 

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