Terms & Conditions

Shipping

We ship all orders via Royal Mail and shipping costs are determined by the weight of your purchases; within the UK these range from £1.50 to £8.00 for ordinary First Class mail. The following table shows examples of possible shipping costs and delivery times. (The times shown include all processing of your order.)

UK 2-5 days EU airmail 5-8 days Rest of world airmail 5-8 days

For extra security, recorded delivery is available in the UK at an additional 70p, or £3.50 for non-UK destinations. If you have any questions at all, don't hesitate to email us.

Ordering online

Various payment options are available to you at checkout:

1) Debit or credit card

The simplest and most convenient way is paying by debit or credit card. We offer an integrated card payment facility that is very secure and has one of the best fraud protection programmes. Follow this link to find out more about Paypoint.

2) Paypal

PayPal-Standard-Logo You may choose to use your Paypal account or create one during the checkout process. If you choose this option, you will be securely transferred to Paypal's website. Remember that your transaction is only complete once you have been returned to the Purlescence Limited website. Follow this link to find out more about Paypal.

Returns and refunds: the Forever Guarantee

We want you to buy with confidence. If you are unhappy with your order for any reason at all, you may return it to us at any time and we will be happy to arrange a full refund or exchange. We'll even pay the postage. Just email us, giving details of the problem and whether you want a refund or exchange, and we'll sort it out.

Please note that you can return yarn for any reason as long as it has not been wound off the skein, exposed to strong smells or dirt. If however you find there is a quality defect in your yarn, you can of course return it no matter what.

Complaints

We want Purlescence to be the most fabulous shopping experience you've ever had! If it's anything less, we want to know about it. We promise to deal with your problem quickly and effectively. You can send us complaints or feedback in two ways:

•using the feedback form
•by snailmail to:

Purlescence Limited Unit 4 Firs Farm Leckhampstead Newbury Berkshire RG20 8RD

Privacy and security

Our policy is simple: Purlescence will never pass your email address, or any other information, on to any other party. If you sign up to our mailing list, you can always unsubscribe easily, and you won't be overwhelmed with mail. Promise.

We use your personal details only for processing orders, and we don't collect your financial information — all that is handled offsite, using highly advanced security and fraud protection systems. (You can read more here.)

None of these policies affect your statutory rights.