Contacting us is Easy!
We are a family run, local small business located in Castle Douglas, a bonny wee part of South West Scotland! Because we run a bricks and mortar shop as the main part of this business, we actually have thousands more products available than what you will find online! If there is something specific that you are after, please ask! We will usually be able to help or find appropriate alternatives for you.
If you are contacting us about an order you have already placed, the best way is to send an order message, please see the below FAQs for some guidance as they may answer your query for you!
Otherwise, feel free to fill in the form below or email us at [email protected]. We will try to answer your question within 24 hours, but this will be affected by how busy we are in the store, so please be as patient as possible. Please check your SPAM/JUNK folder for a response and if you could add our email address to your 'safe senders' list and mark the email as 'not spam' that would be greatly appreciated :)
FAQ through 'contact us'
I placed an order but have not received a confirmation email.
Please check your spam! Our system is automated, so if you order and pay successfully, you will get an email immediately. Unfortunately, inbox 'Artificial Intelligence' isn't always very intelligent and it will filter this to your spam account instead. Please make sure you click it through to your inbox, otherwise any further communications from us about your order will also filter to spam. We don't send spam! I promise!
When will my order be dispatched?
We have a store policy of trying to get orders out as quickly as possible. Sometimes that can be the same day, but we do have a policy of up to 3 working days handling time (if you had ever tried to find the last ball of a certain colour of yarn in a room filled with over 1 million balls of yarn, you'd see why!) before they go into the post. We use Royal Mail 24 or 48 hour services, which should mean that most customers in the UK can expect to receive their order within 4-5 working days.
*COVID-19 PANDEMIC UPDATE: We are not currently able to guarantee any handling and postage times for any order as we are experiencing a surge in online orders and can only have 2 staff members in the store to comply with the social distancing and lockdown guidelines. We are working as quickly as possible to get orders out, but there are unavoidable delays due to the increased demand.
I am an international customer but did not receive any tracking information for my order?
We offer both International Standard and International Tracked postage options through the Royal Mail. If you have selected International Standard, there will not be any tracking information available for your items once it is with the Royal Mail. Please see our Delivery and Shipping Terms and Conditions for guidance on waiting times for your order.
Hopefully the above information has been useful. If not, please feel free to send us an email via the form below and we will contact you as soon as possible! You can also call us on 01556 504900, but please be aware that during busy times it may be difficult to get through!
~ Sarah & the Team :)