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Returns Policy

We are pleased to offer our customers a 14 day peace of mind guarantee on any purchases made with Outback Yarns (an Art to Go company)

Just return your item/s back in their original packaging, in a re-saleable condition, within 14 days after your order is received. See below for full details of our returns & exchange policy.

Changes or exchanges to your order

If you want to make any changes to your order, contact us as soon as you can, ideally before your order has been posted, as this makes it so much easier.

If your order hasn't been posted we will happily make any alterations or additions for you. All you have to do is contacts us via email or phone and quote your invoice along with your desired alterations to your original order.  We hope to get back to you within 3 working days although we do aim to get back to you sooner. Alternatively call us on +44 1556 504900 between 9am and 5pm Monday to Saturday.

If your order has been posted or you simply got something else on your mind and you wish to exchange item/s from your order our normal 14 day return policy applies.

14 day return policy

We are pretty sure you will love our products, but if you simply change your mind then items can be returned to us within 14 days of delivery. 

  • Returned items should be in a re-saleable condition and in their original packaging with any enclosed documentation.
  • Please reply to your invoice email within seven days of receiving your item as to provide us with your order number. Please also provide us with the reason for your return or exchange. We will send you an email with a returns authorisation number and return address details.
  • Send your product back to us. Unless the item is faulty, the delivery charge for returning the items will be your responsibility. We recommend using a delivery service that provides proof of postage and insures you for the value of the item as it is your responsibility until it reaches us.
  • Upon receiving the returned item, we will issue a refund within 7 working days to the original payment card, provide a gift voucher for shopping again or exchange your item for another product of your choice.
  • Delivery and gift wrapping costs are non refundable.
  • Delivery costs will apply for any new orders.

Returning a Gift

If you wish to return a gift purchased for you at OutbackYarns.co.uk (an Art to Go company), then our normal returns procedures apply, unless the return is due to an error or faulty product.

Refunds can only be provided to the original cardholder, so if the item was purchased for you and you don’t want to let them know about your return, we will be happy to exchange your goods for a gift voucher allowing you to browse and shop at your leisure. 

  • Returned gifts should be in a re-saleable condition and in their original packaging (excluding gift wrap) with any enclosed documentation.
  • To return a gift within seven days, please email us at [email protected] or contact us on +44 1556 504900.
  • To return an item to us, we need to know your order number (you’ll find this on the gift receipt which came with your order) and the reason for your return. We will send you an email with a returns authorisation number and returns address details.
  • Send your product back to us. Unless the item is faulty, the delivery charge for returning the items will be your responsibility. We recommend using a delivery service that provides proof of postage and insures you for the value of the item as it is your responsibility until it reaches us.
  • Upon receiving the returned gift, we will email you a gift voucher for the value of your returned item/s.
  • Delivery and gift wrapping costs are non refundable.
  • Delivery costs will apply for any new orders.

Fault with your product or order?

We check all of our orders thoroughly before posting them to you and try to ensure that they are packaged well enough to withstand most bumps and scrapes by the courier. So we are very sorry to hear there is a fault with your product or order.

In these rare cases, we will provide a replacement item, or full refund where applicable. Postage and gift wrapping costs will also be replaced, or refunded where applicable.   

Returns procedures for faulty products are:-

  • To return a faulty/wrong item, please email us within 24 hours of receiving your faulty product. Please reply to your invoice email as to provide us with your order number and provide us with details of the fault/order mistake. We will send you an email with a returns authorisation number and we will organise collection of the faulty/wrong item. 
  • Upon receiving the faulty/wrong item, we will replace the item for you, or issue a refund to your original payment card.
  • If a Special Delivery item has been damaged in transit, you must email us within 24 hours of receiving the goods, so please check your Special Delivery order thoroughly on receipt.

Our promise to replace or refund faulty items does not apply to faults or damages caused by accident, neglect or misuse. Please keep your order number and details of the item returned safe in case of any queries.

Special Delivery Items

If you have ordered a larger item which has been delivered Special Delivery direct from one of our suppliers (indicated on the product page or your order confirmation email) and wish to return/exchange/report a fault in transit, you must email us within 24 hours of receiving your item or call us on +44 1556 504900

Terms & Conditions

Our seven day peace of mind returns policy begins once your item has been delivered

Send us an email by replying to your invoice email as to confirm your your order number. Please include the reason for your return/exchange

Alternatively, call us on +44 1556 504900 to discuss your order  

We will then confirm the return/exchange address to you by email and provide a returns authorisation number  

For non faulty items, returned items should be in a re-saleable condition and in their original packaging  

Please do not dispose of a product prior to discussing your refund or replacement with us.  

Should you cancel your order after it has been dispatched, items must be returned to Outback Yarns (an Art to Go company). In this instance, our normal seven day returns policy applies and the return delivery charge is your responsibility. If you fail to return the items, then Outback Yarns (an Art to Go company) reserves the right to charge you for the direct costs of recovering the goods.

Send your product back to us. Unless the item is faulty, the delivery charge for returning the items will be your responsibility. We recommend using a delivery service that provides proof of postage and insures you for the value of the item as the item is your responsibility until it reaches us.  

Upon receiving the returned item, we will email you confirmation of your exchange or refund.

For non faulty items, delivery and gift wrapping costs are non refundable

If on the rare occasion your chosen item is out of stock, we will let you know immediately and email you details of a suitable alternative which we hope you’ll love just as much. If not to your liking, Outback Yarns (an Art to Go company) will be pleased to exchange or refund this for you and on this instance will organise the return of the item.

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