Ordering

Setting up an account:

Please email us with your Name, invoice and delivery address, and if you are in the EU your VAT number if you have one.

How to place an order:

All orders to be placed by email to yarn@chesterwool.com

Please provide the codes for the yarn if you have them for clarity. The minimum order is 5 kilos, and this can be split over 5 different types in one kilo increments. We can offer samples of single hank alongside wholesale orders for you to try out our bases, these are offered at the wholesale price.

Once you have emailed us an order, we come back with an invoice by email for you to check and confirm, our payment details are on the invoice. We accept payment in sterling by PayPal, bank transfer, TransferWise and credit/debit card.

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 Europe, your invoice will be exempt of VAT. If you are in a non-EU country VAT will not be charged.

Delivery within the UK is charged at £10 for up to 25 kilos, for Europe we have very competitive rates, please enquire for specific prices. International rates vary by the size and weight, but we always work to get the best price for you.

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

Please note we do not ship Saturdays and Sundays, our offices are not open at the weekends.

Goods are sent Ex Works, meaning the responsibility of the goods pass to you once they leave our warehouse.

Mistakes happen, we work hard to ensure your orders are accurate and precise, but it is very important that if you notice a mistake with your order that you notify us within 3 working days of receipt. We cannot take responsibility for what happens to your order once you have received it, and we expect you to take responsibility and check your orders on receipt of delivery.

Please note that any goods which are faulty must be returned to us for assess before a refund can be given, we cannot under any circumstances refund orders without having first inspected the problem.

Please note that Bluefaced is not linked to Chester Wool, this means that we do not take the data from one to the other, they are classed as separate businesses. If you order through Bluefaced, you will still need to provide address or contacts for Chester Wool orders.

We are not responsible for what happens to your shipments if you do not provide us with your correct address. We also cannot be responsible if you change your address and do not inform us. We do NOT ever use the address listed on Paypal, therefore clear communication of your address is very important.

If your order does go to the incorrect address, we encourage where possible to notify the person at that address to refuse delivery and let us know ASAP. This way the package will be redirected back to us or can be redirected to the correct address


What happens if my order doesn’t arrive?

Please send us an email if you are expecting an order and it hasn’t arrived when you anticipated.

UK:

Please note we aim to provide a 24-hour delivery service in the UK, and you should receive a Parcelforce email with tracking information, in addition we can add your mobile number for SMS alerts. Parcelforce however does not always manage 24 hours, and it can sometimes be 48 hours instead. We encourage you to treat the service as a 48 hour one and plan ahead for your orders. Therefore, if you know you need some yarn, order as early as possible rather than leave it and order on Thursday for Friday delivery, since Parcel Force does not deliver on the weekends on our standard service, customers can sometimes be disappointed.

Europe:

We offer tracking for all EU orders, therefore please let us know if you don’t have your package and we can investigate it. There may be some circumstances where we may need you to call the courier company in your country as the customer rather than the sender, but we will work with you on this to get your package.

Ordering around bank holidays.

We find that around bank holidays Parcelforce slow right down, and struggle to process packages in timely manner. We would encourage you to order a few days in advance of what you normally would around bank holidays to avoid disappointment.


Cancellations

You have the right to cancel your order within 14 days. If you would like to cancel your order, you need to let us know and return it in the condition it was shipped in. We cannot accept open bags. It is your responsibility to organise and pay for the shipping back to us for a cancelled order. Orders cancelled once the order has been shipped will be refunded minus our postage cost which has been incurred. Orders will only be refunded once the goods have been returned and received by us.