Returning an item

Wool is something you need to hold to judge, so if a throw, blanket or scarf is not right once it is in your hands, you can send it back. This page explains how.

Thirty days to decide

A full 30 days run from delivery for you to let us know a piece is coming back. E-mail [email protected] naming yourself and the throw, blanket or scarf in question; no reason is asked for. Once you have told us, please post the item within 14 days. Your statutory right to cancel a distance purchase within 14 days of delivery is unaffected; our window simply runs longer.

Condition

A returned piece has to be as it left us: not slept under or laundered, carrying no scent of woodsmoke, cigarettes or scent, its paper ticket still tied on, folded in the cotton bag or mailer they came in. Because every piece we return to the shelf goes to someone else, we cannot accept one that has been slept under, washed or worn. If an item comes back used, we will tell you and post it back to you at our cost.

The yarn colour card is not returnable, given its price, but if one arrives damaged we will simply send another.

Sending a piece back to Galashiels

If you simply decide against a piece, the cost of posting the piece home to the shed falls to you. Send it tracked: money can only go back for a parcel that actually arrives. Where the cloth is flawed, or the piece differs from your order sheet, that cost is ours, and a prepaid label reaches your inbox once you tell us.

Your refund

Money for a returned item goes back by the same route you used to pay, no later than the fifth working day after we unwrap the returned parcel. If you return your whole order within the 14-day cancellation period, we also refund the original standard postage. On the day it is sent we e-mail to say so, though banks differ in how many days they take to post the credit to your account.

A flaw in the cloth

Every piece is checked on the finishing bench before it is folded, but wool is a natural fibre and the loom is a machine, so a fault can occasionally slip past us: a broken end, a thick place in the weft, a fringe knot that has come loose. If you find one, e-mail us a photograph within 30 days of delivery. We will send a replacement from stock, or a full refund including postage both ways, whichever you prefer.

Normal small variations in the colour of the yarn, or a few grams either side of the listed weight, are part of how wool cloth is made and are not faults.

Swapping a colourway or size

Prefer peat to heather, or a king in place of a double? Mention it in your e-mail and the swap is set aside on the shelf, leaving Galashiels the day your first piece returns. A dearer swap brings a link to pay the gap; a cheaper one brings the gap back to your card. When a swap is simply a change of mind, sending the first piece back is on you, while posting the replacement to a UK address is on us.

Where to send returns

We give you the return address for our shed in Galashiels when you tell us what you are sending back, together with a short returns note to put in the parcel. Please do not post an item back without writing first, so we know to look out for it.

Postage costs and times are on our postage and delivery page.