How will my order be shipped?
When possible all orders placed before noon will be posted on the same day. However we’re a tiny business and at busy periods please allow 2-3 working days for your order to be posted.
Postage is charged at a flat rate of £3 to addresses within the UK and £6 elsewhere.
Free shipping on UK orders over £40.
Free shipping on International orders over £70.
Tracking can be added at the checkout at an additional cost. All orders over £300 will be sent with tracking.
Please note that Royal Mail tracking is not available in all countries, including Canada. If you would prefer to receive your parcel via a courier, please contact us before placing an order.
When will I receive my order?
UK orders are sent by first class post, which is generally a next day service although it can occasionally take up to 3 days.
Please allow up to six weeks for delivery of international parcels, although deliveries to the majority of destinations are usually much faster than that.
What should I do if my order does not arrive?
If your order has not arrived within this time frame, and there are no local problems such as postal strikes or adverse weather, please first contact your local post office / parcel depot.
Lost parcels are rare but will be replaced where possible and stocks last, and if not we will offer a refund. Please contact us at firstname.lastname@example.org, with your order number and your full address.
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 computer. 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 14 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 be unwound, and in saleable condition. 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 email@example.com or sent using the form on our support page here http://ysolda.com/support/.
We work really hard to make sure that our patterns are as clear and accurate as possible and all patterns have been carefully tech edited. However, knitting patterns are complicated and we're only human so unfortunately errors sometimes slip through. When we find an error we update the pdf version as quickly as possible and send out an updated version to everyone who has purchased it. Click here for more information on updating the pdf stored in your Ravelry library.
We provide pattern support for Ysolda’s patterns via email. We are not able to offer support over the telephone. If you need help with a pattern please contact firstname.lastname@example.org with the name of the pattern and as much detail as possible about the problem. Before emailing please visit the support section of the website where answers to many common questions and links to tutorials can be found. The Ysolda group on Ravelry is also a great place to ask questions and receive help.