Customer Service Promise

I know that no-one reads the full terms and conditions – they are very dull – so here are a few highlights and things you ought to know.

Shipping & Delivery
I endeavour to ship all orders on products in stock on the same or next working day, however during busy times this may take slightly longer. Please be assured that your order is a priority and I will get it out as soon as possible. I will of course keep you posted (no pun intended).
Within the UK you can choose from 1st and 2nd Class with options for Signed For also included. Please note that if the value of your item exceeds £20 please choose a signed for option.  Otherwise you accept liability for the loss if the package goes missing. I will always provide a proof of postage.
Flat rate to countries within the EU is £12 which includes track and trace, or £6.50 for standard air mail. If you choose the latter you are accepting liability if your parcel gets lost. USA is £12 and and the rest of the world is £15.
I will always provide a proof of purchase if requested.
Privacy & Security
We are committed to respecting your online privacy and recognise your need for appropriate protection and management of any personally identifiable information (“Personal Information”) you share with us. “Personal Information” means any information that may be used, either alone or in combination with other information, to personally identify an individual, including, but not limited to, a first and last name, personal profile, a home or other physical address, an email address or other contact information. I totally value your privacy and guarantee not to pass your details on to anyone. I hate receiving unsolicited emails and post so be assured I will never do that to you. For more information on our privacy policy and how we use cookies please see our privacy policy.
Returns & Replacements
If you have made an order in error and the products have not yet been dispatched, please get in touch as soon as possible and I will arrange a full refund.
If there is a fault with any of your purchases then please return it to me and I will either refund or replace your items. If you are unhappy with your goods, you can return them in a saleable condition within 30 days for a refund to your payment method, less the cost of postage. I do endeavour to ensure all the images as close as possible to the actual colour(s) of the yarn. However, everyone’s screen settings are different and you may find that the yarn you receive is not what you thought you have ordered, in which case please return it for a full refund.
You, the buyer, are responsible for the cost of the return postage, and I recommend that returns are sent by recorded delivery as I cannot accept responsibility should your items go missing.
I also offer a 365 day money back* guarantee. Almost everything you see on the site is covered by this unique policy – no questions asked (excludes bespoke yarns which are spun and/or dyed to order, or yarns that have been wound using our ball winding service). Your items must be returned in a saleable condition – unused and with the label still attached. To make use of this offer you should contact me first so that I can look out for your items. Also, please quote your original order reference (if you have registered on the site this will be held here).  Again you are responsible for postage, and I recommend using recorded delivery. Once the items have been received and checked I will refund you within 10 working days. 
*If the items are returned more than 30 days from the date of your purchase you will either be issued with a credit note for the purchase price or I can arrange a bank transfer/Paypal credit -5% (the fee I am charged by my bank/paypal). Please state your preference when returning your items. This does not affect your statutory rights.
Ordering
I do regular stock takes but also exhibit at fairs throughout the year. Therefore sometimes you may have purchased something that is not actually in stock. If this happens I will let you know asap, and will either offer you a substitue, dye it for you or offer you a refund. If you have purchased an item on back order I will let you know the expected delivery time.  I also offer a bespoke service with regards to Orchidean Yarns which will take roughly 1-2 weeks. 
Payment
You can pay for your order using either PayPal, or you can pay with your credit or debit card via Stripe. Alternatively you can also arrange a bank transfer BACS in which case please let me know as soon as you have made payment.
Please be assured all methods are safe, your information is never seen by Luxury Yarns. No financial information is gathered by Luxury Yarns and we do not store any card details.  If you choose to pay via BACS (bank transfer) your items will be placed on hold for 12 hours. Please email me with a copy of your transaction and I will hold the items until the money has cleared in my account. This is usually 2 hours, although can take several days for overseas customers. Cash on collection is by prior arrangement only.
Pricing
All prices on the site are non-negotiable.
Offers and promotions will from time to time be made on certain items, and products and services. These offers are non-transferrable, and do not apply to the following categories: Special Offers, Clubs, or any bespoke items or items on backorder. I can not guarantee that the site will prevent you from ordering these items, but you will get a message in your basket to say that they are on backorder. I can not place orders for new stock or dye yarn at such discounted prices, so in the even that you proceed and checkout I will inform you immediately and refund your money. If this happens, I apologise in advance for your disappointment and inconvenience.
Customer Loyalty
We are looking at various loyalty point options but in the meantime you can earn 15% discount on your next order by writing a product review. You will be sent an email 7 days after your purchase with a link to write your review. Once you have posted it, a unique coupon code will be generated and sent to you. It will be valid for 3 months. 
Viewing Orders
If you created an account at login you can view your recent order history in the “My Account” section.
You may have noticed that we have a new look. Whilst your account should be active, unfortunately it was not possible to transfer sales and order history. I do have an offline record so if you would like more information on previous orders please get in touch. If you used a guest checkout you will be able to find your order details on your confirmation email. If you have lost this information please contact me and I will re-send your email.
Updating Account Information
Please keep your account information up-to-date to ensure that you don’t miss out on offers and promotions. Once registered your account will keep track of your wishlist, and items in your basket (so you don’t need to keep re-adding them like you do on some sites). However, the site will log you out after a period of inactivity so you will need to log back in again periodically. 

Lastly – thank you for your interest in Orchidean Luxury Yarns. I hope that your experience with us means that you will come back again and again. If you have any suggestions or recommendations please do not hesitate to get in touch or call +44 (0) 20 8133 9336.