FAQ's

Where is your shop based?

Our Little Craft Co is based in a village in South Leicestershire but we do not have a bricks and mortar premises. We are currently solely an internet based business.

What are your business hours?

As we are an online store, we are open all hours. If you have contacted us with a question and require a reply, we will respond as soon as we can.

Visit our About Us Page : About Us

What are your delivery costs?

If your order is over £29.01, delivery is FREE and it is just £3.99 for all orders less than £29.00. Please note you need to order £29.01 of physical  products. Postage and digital patterns are not included.

Because we want you to receive your order swiftly and safely, all orders are sent via Royal Mail Tracked 48 as standard.

For a faster service we also offer Royal Mail Tracked 24 for £5.99. Despite its name, it is not guaranteed within 24hrs.

Do you deliver overseas?

Sorry but we are only fulfilling orders within the UK and Ireland at this time.

Why don’t you use cheaper delivery companies?

Due to numerous parcels being left in places parcels really shouldn’t be left in, we have chosen to solely use Royal Mail at this time.

Can I track my parcel?

With Tracked 24 and 48 you will receive updates on whereabouts of your parcel and when to expect delivery. When your parcel is despatched you will receive a Royal Mail tracking code by email. Enter the code into the Royal Mail website to see your parcels journey.

What if I am not at home during the day and unable to take delivery?

Tracked 48 and 24 services have to option for your postman to leave your parcel in a safe place. Just leave brief details in the comments box at checkout.

What do I do if I miss the delivery?

Don’t worry. With Tracked 24 and 48 you can change your delivery date, address or arrange collection from the depot. All you need to do is enter your tracking code on Royal Mails website for more information.

How long will it take to receive my order?

Orders are processed and despatched within 24 hrs of receiving them (Monday-Friday). Normally parcels will arrive within 2-3 working days of despatch. Orders received at weekends will be despatched on the next working day. 

My order hasn’t arrived yet, what do I do?

Sometimes Royal Mail deliveries can take an extra few days for reasons beyond our control. We are unable to investigate missing parcels until 10 working days after despatch. In the rare event your parcel has not arrived, please contact us after 10 working days. After this time, we are able to question this with Royal Mail and issue a refund to you accordingly.

I paid for Tracked 24 why has my parcel not arrived within 24 hrs?

Despite the service being called Tracked 24, it is not guaranteed to arrive within 24 hrs. It is just deemed a faster service. If your parcel arrives later than expected due to a delay at Royal Mail, this is beyond my control and I am therefore unable to issue a refund for the postage.

Can I add items to an order after it has been placed?

This may be possible if your order has not been processed. Please get in contact asap as we will try to assist you. But please do check your order carefully before checkout as unfortunately it is generally not possible to add items once your order is placed.

How do I cancel an order?

If you wish to cancel your order, please contact us immediately. Your order can only be cancelled and refunded if it has not been processed and despatched.

What happens if my order has arrived incorrect or incomplete?

Please contact us as soon as possible to report any shortage/error in your order so we can investigate and rectify this for you. 

My item has arrived faulty, what do I do?

Firstly we apologise and we will do our very best to resolve this. We may ask you to email photos of the item first so we can question it with the manufacturer and proceed from there.

Do your photos show a true reflection of the actual yarn colour?

Stock photographs are either direct from the manufacturer or are taken by ourselves. We use a colour calibrated screen to check each photo is a true representation of the item. However, different devices display images differently depending on screen resolution and brightness. In the unfortunately event you receive a ball of yarn which you feel is dramatically different from the photo, please do get in touch.

Do you offer trade accounts?

As we are only a little business,  we do not have the structure in place to offer trade accounts.

I cannot add more than one item to my basket?

Our system will not allow anyone to purchase stock that we do not have. So if you are unable to order more than one, it means we only have one item left in stock.

What type of payment methods do you accept?

We accept all major debit and credit cards via Paypal or Square.

Do you offer discount codes?

Our prices are competitive all year round, so we do not have site wide sales or discount codes.

Why do you have a minimum spend?

Unfortunately we had to introduce a minimum spend of £5.00 due to increased card transaction charges. On small orders we would make a huge loss and we would sadly not exist.

Do you offer a free returns service?

As we are a small business, we sadly are unable to offer a free returns service.Any returns are at your own cost

What is your return policy?

If you any reason you are not happy with a product you have purchased, you can return it to us within 14 days of despatch for a full refund. Please do get in touch first. Once we have inspected the item, we will refund the price you paid back on to the original payment method. Please note that it can take 5 working days to appear back on your card. We cannot accept any refunds on any digital pattern downloads.

How can I contact you?

The best way to get in touch is either by email or via Facebook Messenger (the bottom right blue icon on the shop page).

As a one woman business, I am dashing about a lot and I am not always able to answer the phone. 

You can send emails to [email protected]

You are out of stock of a colour I need, when will it be back in stock?

This depends on the brand. All brands apart from YarnArt are restocked within a few weeks. In regards to YarnArt, it can be several weeks until it is back in stock. 

I need more yarn than you have in stock, can you get me some more?

If you need more yarn than we have available, please send an email with what you need and I can order the extra yarn in for you and let you know when it arrives. This does not apply to YarnArt.

I am looking for a yarn you do not sell, can you get it for me?

I am afraid we only sell the yarns that are available on the website. However, we are always expanding our range so do get in touch in case your chosen yarn is already in the pipeline.

I am making toys to sell and I need EN71-3 certificates, can you help?

Our products are aimed at hobbyist crocheters and knitters, so I am very sorry I do not have the certificates you need. You will need to contact the manufacturers directly to obtain them. A useful website about CE marking your products is: https://www.cemarking-handmadetoys.co.uk

YarnArt yarns are made in Turkey and are certified by OEKO-Tex 100 standards. 

I need a particular dye lot, can you help?

Of course! Pop over an email before you place an order with your requirements and I can check our stock for you.

I can’t log into my account?

Customer accounts are only accessible by the customer. I do not hold any login details and unfortunately I cannot reset any account. You will have to follow the instructions that were sent to you via email. 

Can I view my previous orders?

Yes! When you log into your account, you can view your order history, view invoices, access your favourite products and track current orders. You will also have access to exclusive discount codes too.