UK

We want you to love your craft supplies—but if something’s not quite right, returning your order is simple. Here’s everything you need to know:

Returning New & Unused Items

You can return new and unused products within 30 days of delivery for a refund of the item cost.  If your order didn’t qualify for free shipping, the original postage fee won’t be refunded.

Please note:

• We can’t refund yarn that’s been wound into a ball, Mystery Bags, or partial yarn or colour packs.

• Only full yarn packs in resaleable condition can be returned.

• Digital patterns are non-refundable once downloaded unless there's a fault. (More on that below.)

To help us process your return quickly, please:

• Return items in suitable packaging—ideally the original, undamaged packaging.

• Let us know why you're returning the item by selecting a reason in our easy returns portal.

• Always keep your proof of postage or a tracking number, just in case your parcel goes walkabout.

See also: How to use our Returns Portal

US and Canada

Please click here for returns information for US and Canada

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. 

All Returns

Faulty, Damaged, or Incorrect Items

If you’ve received something faulty, damaged, or not quite what you ordered, we’re really sorry!
We’ll refund both the original postage and return shipping costs once the item is back with us, as long as, the issue isn’t due to misuse, wear and tear, or use against the manufacturer's instructions. Please contact our Smiles team before returning faulty, damaged or incorrect items. 

Digital Patterns

Downloaded a pattern and something’s wrong? We’ll refund you in cases of fault, but:

• You must report the fault within 30 days of purchase.

• After that window, we won’t be able to issue a refund.

• You’ll need to contact us here so we can help you out.

It’s your responsibility to download and check the pattern within that 30-day period.

Your Legal Right to Cancel (UK & EU Customers)

In line with the Consumer Contract Regulations 2013, you also have a legal right to cancel your order within 14 calendar days of receiving it.

Here’s how that works:

• The cancellation must apply to the entire order—partial cancellations aren’t accepted.

• You must notify us in writing (email is fine) within those 14 days.

• Include your order number and reason in the message.

• You’ll be refunded in full for the goods and the original delivery charge once the returned items reach us in resaleable condition.

• Items must be sent back in their original, undamaged packaging with the original invoice.

Important: If you’ve purchased digital goods (like downloadable patterns), once you've downloaded them, you waive the right to cancel under these regulations.

EU Customers: Online Dispute Resolution

If you're based in the EU, you can also use the European Commission’s Online Dispute Resolution platform for disputes about online purchases:
http://ec.europa.eu/consumers/odr

Need a Hand?

Our friendly Smiles Team is here to help:
📞 Call us: 01409 404 010 (Mon–Fri, 10am–6pm)
💬 Chat with us: Use the pop-up chat at the bottom right of your screen
📩 Send a message: Contact us here