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! Orders are being processed and dispatched as normal.
Currently, we’re operating as normal in the UK and the US and are working hard to continue 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 orders by the local postal/delivery services, so please allow extra time for our parcels to reach you.
Why does my order say ‘complete’ when I haven’t received it?
Don’t worry! Your order is on its way! It simply 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?
We send an email confirming your order with all its details to the email address associated with your account if you were logged in, or the email address you provide if you checkout as a guest, so you should be able to find this in your email inbox. If you can’t find the confirmation, 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 for restocking products, but you can set up an email notification. Simply go to the product page, select the shade you'd like and click on 'Notify me'. We’ll then drop you an email when it’s available on our website! You can find more information on this here!
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?
We’re sorry we’re unable to offer a PDF pattern printing and posting service. If you don’t have a printer at home, there are some alternatives listed here.
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.