We are always happy to answer any questions via email email@example.com However, the following are answers to our most frequently asked questions:
Can I order from the EU after 1st January 2021?
For all EU customers, you may be aware that Great Britain left the EU on the 1st of January 2021, so unfortunately as a result there are changes in the way packages will now be imported from the UK to countries within the EU. It is important that you note the following –
• Your package will be processed through Customs in your own country, where VAT and handling/duty charges will be applied at a rate set by your own country.
• Packages under the value of £130 will have VAT and possibly a handling charge applied. Packages over the value of £130 may in addition also incur a duty charge. Once your package has been processed through Customs you will need to pay the VAT and any handling or duty charges before the package will be delivered. Most countries have a set per package handling charge for processing through Customs, and this will vary from country to country.
It is vital that our EU customers are aware of the charges levied by EU countries on packages sent by us. We hope that in the future we will once more be part of the EU, but for now the situation for packages crossing from the Great Britain to the EU is as outlined above.
Can I order from abroad?
Yes, we are happy to post parcels worldwide but remember that you may be liable for custom duties/taxes so please check these prior to ordering. We are happy to quote you a price for postage if your postal address is not currently covered in our postage rates.
REST OF WORLD
The cost of mailing to the rest of the world is determined by the weight of the package. The customer can then decide whether to pay for standard mail which compensates up to £20 or pay the extra for 'tracked and signed for'.
Can I return items?
We are happy to give you a full refund subject to our T&C refund policy.
Printed items such as patterns, books and magazines as well as Digital Patterns are however, not returnable.
Can I cancel my order?
If your order has not left our warehouse then we will be happy to cancel the order at no cost to yourself. However, if the order has already been despatched then T&C apply.
Can I add to my order?
We will be delighted to add items to your order provided it has not already left the warehouse otherwise normal delivery charges will apply.
Do I need to pay Customs Charges?
If your order does require additional duties/taxes then these must be paid by you in order for your package to clear customs.
Something is missing from my order?
If you find a discrepancy then please email firstname.lastname@example.org and we will resolve the issue immediately.
What happens if my goods are not in stock?
If we are unable to complete your order then we will telephone or email you immediately and take your instructions.
We are here to help ensure your shopping experience with The Knitter's Yarn is an enjoyable one, so please feel free to email us, with any queries and we will do our very best to help.