If there's anything wrong with your order, simply return it from anywhere in the UK, using our easy returns portal within thirty days*. You can track your return all the way back to our warehouse, and as soon as our lovely team has received your products in resaleable condition, we will issue you a refund and let you know by email.
See also: How to use our Returns Portal
Europe and Rest of World
The return address to send your goods to is: LoveCrafts @ Clipper Logistics. Warehouse 39 Potters Site, Bay 12. Selby Rail Terminal. Barlby Road, Selby. YO8 5BL.
You will be liable for the costs of shipping the goods to us.
You may return new and unused products within thirty days of delivery for a refund of the cost of the goods, but we reserve the right to deduct the cost of return. We will not refund any postage costs incurred if your order was below the free shipping threshold. Unfortunately we cannot refund yarn that has been wound into a ball, Mystery bags, or partial yarn or color packs. Only full yarn packs are returnable. Please return products with appropriate packaging (the original, undamaged packaging is best) along with the delivery note - please let us know why you are returning the item by indicating the reason from the menu within our easy returns portal. Please do get a proof of posting receipt or parcel tracking number, just in case your parcel goes astray.
Faulty, defective or wrongly delivered goods will be fully refunded, including the original and return postage costs. This is only as long as the fault is not due to misuse, use against the manufacturer's recommendations or reasonable wear and tear.
* We are unable to accept returns of digital patterns once downloaded, unless there is a fault. In the case of a fault with digital pattern downloads, please contact us here, within 30 days of purchase. It is your responsibility to download the pattern(s) and check that for faults within this period. We will not be able to issue a refund after this time.
In addition to our own Returns and Refunds Policy: under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days upon receiving any goods to cancel your order. When cancelling an order you can only cancel the entire order, no partial cancellations will be accepted. Where you exercise this statutory right to cancel, we will fully refund the price paid for the goods and the original delivery costs. The refund will be paid to you once we receive the goods in resaleable condition. In all cases of cancellation, the notification to us must be made in writing (e-mail counts as in writing) within 14 calendar days of you receiving the goods and should include the order number and details of the claim. Your email, letter or fax will be deemed to have been received by us on the date you send it. The goods must be sent with their original, undamaged packaging and the original invoice. Please note that if you have purchased digital goods from us such as digital patterns, once you have downloaded those digital goods, you will no longer be able to cancel your order
If you have a problem or need some advice please get in touch; you can call 01409 404 010 (Mon - Fri 10am - 6pm), send us a message or use our online chat option via the pop-up on the bottom right of the screen.
If you are resident in the European Union, the following European Commission online dispute resolution platform is available to you as a framework for extrajudicial settlements of disputes arising from online contracts: http://ec.europa.eu/consumers/odr/