Terms of service

Setting up an account

Please email us at yarn@chesterwool.com with your name, billing and delivery address, and if you are in the EU, your VAT number if you have one.

VAT

VAT is added to all UK orders and EU orders without a valid VAT number. If you have a valid VAT number and you are in the EU, your invoice will be exempt from VAT. If you are in a non-EU country VAT will not be charged.

When will shipping happen?

Once we have received the full funds your order will be shipped immediately. Please note, we do not give payment terms. Orders placed and paid for before 12pm (midday) GMT will generally be shipped that day, orders placed after this may not be shipped until the following day, as this is determined by the courier collection time.

Order errors

As much as we have many processes in place to prevent mistakes, it would be unrealistic of us to expect perfect accuracy at all times. Please notify us, by either email or telephone, as soon as you notice a mistake with your order and we will endeavour to help rectify this with you personally.

Quality of products

If you are unhappy with the quality of any goods you receive, please notify us immediately via email. Please provide details and images relating to the issue and one of our team members will get back to you to rectify this with you personally.

Ordered with Bluefaced.com?

Please note that if you have previously ordered through Bluefaced.com, you will still need to provide an address or contact information for wholesale Chester Wool orders.

Given us the wrong address?

If you notice that your shipment is due to be delivered to an incorrect address please notify us immediately by either email or telephone. We have a great relationship with our couriers and will always try to rectify any issues before a first delivery attempt. Please notify us of any address changes when ordering as we cannot accept responsibility should an order be delivered to a previous address that we have not been notified of. We would recommend, where possible, that you contact the current residents of your old address and request they reject the parcel so it can be returned to us and forwarded on appropriately.

Your right to cancel

You have the right to cancel your order within 14 days. If you would like to cancel your order, please notify us by email. All returns are to be sent to our warehouse address via a tracked service, please note we cannot accept opened bags. We are unable to cover the cost of return shipments, unless a mistake has occurred. Orders cancelled once the order has been shipped will be refunded minus the postage cost, refunds will be processed once the goods have been received by us.