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FAQs

Here are some of the frequently asked questions about One Crafty Bird. If your question isn't answered below, or on other information pages, please feel free to email me with it, using the contact us link.

Can I request a particular yarn base and colourway?

You are very welcome to request a specific base. To see the range currently available click here.

I saw a colourway that sold out, or need more than is currently available, can you dye me some more?

All my colourways will be available to be reordered on request. Please note that custom dye lot cannot be returned and payment has to be made in advance. No two lots of dyed yarn may look identical.

What do you dye your yarn with?

Acid dyes.

Can I use your yarn photographs?

Yes, you can, but please note somewhere that the photograph is copyright of One Crafty Bird.

Which payment do you accept?

We accept Visa, Mastercard, American Express and Apple Pay. 

Do I need to pay VAT? I am in the EU

You will be paying VAT if you are in the UK or EU and prices are shown with VAT included. The postage cost listed for your region includes VAT where applicable.

I am outside the EU. Can you deduct VAT from the price?

You will find that the VAT is deducted as you proceed through Checkout, as long as the country we are shipping the yarn to is outside the EU.

I didn't receive any confirmation email, how do I know you have my order?

The confirmation email system is automated. If you didn't receive confirmation from One Crafty Bird, please check your spam folder before contacting us.

Can I return items for a refund?

Under the Consumer Contracts Regulations, you have the right to cancel an order for any reason within seven days of receipt of the goods. Providing that unwanted goods are received back to me in unused and resaleable condition within seven days of delivery, I will refund payment for the goods (excluding the original postage and packaging charges). 

Please note that custom made orders are not refundable.

How accurate are the colours in your photos?

All my photos are taken using natural light only, to get appearances, colours, textures or finishes as accurate as possible. Unfortunately what you will see on your computer monitor or equipment may differ and so I cannot guarantee that images are an accurate representation of the actual goods or services that you are purchasing.

Are you doing any shows this year?

Check my event calendar on the website for show dates and special events on Facebook.

I have a shop, will you supply your yarn wholesale to me?

To discuss wholesale options email me via the contact us link.

What are the delivery options?

If you live in the UK, your parcel is sent through Royal Mail and is priced on weight. You can choose if you would like to receive your item First Class or First Class Signed For.

Europe and International shipping will be available soon.

Will I have to pay a Customs fee on my parcel? Will you mark my parcel as a gift so that I don't have to pay Customs?

I cannot mark a parcel as a gift, or change the value on the customs label so that it is under the limit, sorry. If you live somewhere that regularly gets Customs fees, you might want to request that we split your order into smaller packages however I will need you to pay postage on each parcel.

How long will it take my yarn to arrive?

Your package will usually be dispatched on the next working day after purchase. Orders placed on Fridays, Saturdays or Sundays may not be dispatched for delivery until the following Monday.

My parcel hasn't arrived, what can I do?

Parcels can sometimes be slower, especially around busy times of the year like Christmas, or public holidays. You might want to check with your local Sorting Office, sometimes a parcel will be sitting on the shelf there. If you have done this, and you are getting concerned, email me. I cannot check on the progress of individual parcels, but usually a parcel will be returned to me if it hasn't been delivered to you.

How can I keep up-to-date with new products and news?

Please subscribe to my newsletter by entering your email address in the subscribe box at the bottom of my website. Also follow me on Ravelry, Twitter, Instagram and Facebook and don’t forget to use my hashtag #onecraftybird to show me your yarn and what you make!

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