Orders are shipped Monday – Friday. When possible all orders placed before noon will be posted on the same weekday. However we’re a tiny business and at busy periods please allow 2-3 working days for your order to be posted.
These are uncertain times and the situation in the UK is changing rapidly in response to ongoing COVID issues, as well as customs and trade route issues with the UK's departure from the EU. As a team, we must prioritise safety and so are working within guidelines to ship Monday-Friday. Our online shop currently shows only items that are in stock and available for delivery. To be sure to hear about any new products, pattern releases or opportunities to join our digital community, The Ysolda Knitwork, please sign up for our newsletter.
Free shipping* on UK orders over £40.
Free tracked shipping* on International orders over £80
*excluding books, extra bulky items, digital patterns, and subscription clubs.
The shipping costs for books mean that we're unable to offer free shipping for books or magazines. On orders that would otherwise qualify for free shipping the postage will be charged based on the weight of the book, and not the other items in the order. Unfortunately for technical reasons we are unable to count the cost of any digital items in your order towards the free shipping threshold.
After placing an order, you will receive an email with your order details. Please check it carefully, especially your shipping address, as any errors could result in a returned order and additional shipping costs.
UK orders are sent by first class post, which is generally a next day service but some areas are currently experiencing longer delays.
International shipping to some areas, particularly those which are restricting International flights, that have closed or reduced operations in customs offices, or that are experiencing local delivery issues, are likely to take longer than usual.
Most international orders will be sent via a tracked service (for lower value orders to Europe you will have the option of a cheaper standard service but can choose tracking if you prefer)
You can find your tracking number in your shipping confirmation email or by logging into your account.
We send all orders via Royal Mail unless the total weight is above their maximum, in which case your order will be sent via a courier. If you would prefer that a heavier order is split into two Royal Mail parcels, or to receive a lighter parcel via a courier please contact us at firstname.lastname@example.org
We are still seeing major shipping delays worldwide, although the tracked options we're now using are generally arriving within 1-2 weeks to most destinations.
If your order has not arrived within 8 weeks of shipping, and there are no local problems such as postal strikes or adverse weather, please first contact your local post office / parcel depot. You can view current issues affecting deliveries at Royal Mail - International Incident Bulletin.
Once you have spoken with your local post office please contact us at email@example.com, with your order number and your full address.
Lost parcels are rare but will be replaced where possible and stocks last, and if not we will offer a refund if your parcel has been missing for 12 weeks.
PDF patterns and ebooks will be available to download immediately after checking out, you'll also receive this link via email.
Your receipt and download link will be sent to the email address that you used to make your purchase, and can be accessed by logging into your account.
Digital patterns, collections and ebooks are provided in PDF format only, a file type which is compatible with all devices and all operating systems. Please make a back-up copy of your file by saving it to your device. In the case of loss or corruption please email with your proof of purchase or your paypal email address, date of purchase and the item purchased so that a replacement link can be sent. Sometimes receipts and download links can be filtered to spam folders, so remember to check there before getting in touch about undelivered pattern files.
If your payment is made by PayPal echeque it can take up to a few days for your payment to clear. Your order will be sent to you as soon as we receive the payment. To avoid this delay please ensure there is a sufficient balance in your account or use a credit or debit card.
We hope that you'll love what you order, but you have the right to return your purchase for any reason within 28 days for a full refund. Please get in touch if you'd like to do this, goods must be in perfect condition and postage cannot be refunded. Returned yarn must not have been wound in to a ball. Please make sure that returned items have not been exposed to pets or cigarette smoke.
We want you to be happy so please get in touch if you have any concerns about your purchase. If you buy a pattern in error please let us know within 14 days for a refund. We’re required by UK law to ask that when requesting a refund you provide us with the following information: your name, date of purchase, date of refund request, item purchased and the email address that you used to make the purchase. Requests for refunds can be sent to firstname.lastname@example.org
last updated 21/05/20