Just a little heads up that due to the current COVID-19 pandemic, lots of makers around the world are turning to their favourite crafts to support them in this time of uncertainty and we’re therefore much busier than normal. We’ve quite a queue of queries to answer before we get to any new questions…
Here's some answers to our most asked questions:
Are you still open and delivering orders? Are there any delays?
Yes, we’re still open! Orders are being processed and dispatched as normal.We are working hard to deliver our parcels of joy to you, whilst also protecting the health of our team. We’re experiencing minor delivery delays in some parts of the world where authorities are applying special measures, so please allow extra time for our parcels to reach you. Read more in our COVID-19 FAQs.
Why does my order say ‘complete’ when I haven’t received it?
Don’t worry, our order is on its way! This means it’s completed its journey from our warehouse to the courier and is currently in transit.
I didn’t receive an order confirmation, did my order go through?
You’ll receive a confirmation of your order to the email address associated with your account, or to the address you entered at the check out. If you can’t find the confirmation in your inbox, check your junk mail, the email will be from firstname.lastname@example.org
When will something be back in stock?
We’re sorry we’re unable to give an exact date, but you can set up an email notification for when it’s back in stock. Simply go to the product page, select the shade you'd like and click on 'Notify me'.
Can I have a discount code for my order?
You can check out our latest deals and offers here!
Can you print and post a PDF pattern to me?
I am really sorry we’re unable to print PDF patterns for you. If you don’t own a printer and need a printed copy, we recommend trying an online printing service which can print and post your pattern for a fee.
If you need any help with anything, we hope this handy Help Centre will also guide you to the answers you need.
We kindly ask that if you have found the answers you need, please do not email us so that we can prioritise responding to emails about placed orders.
You can also find our latest COVID-19 updates and FAQs here.