Customer Service

Terms and Conditions

All descriptions and illustrations contained in this website are only intended to give a general idea of the products, specifications and colours may vary slightly.

Your full order will be despatched together, unless we notify you regarding low stock. Where possible, please let us have contact telephone number and full postcode to prevent delivery delays.

A receipt/invoice will be despatched with all orders.


Delivery is by CollectPlus or Royal Mail Second Class Delivery for parcels up to 2kg, above 2kg parcels will be sent via a courier for heavy orders.   Delivery costs will be calculated at the checkout based up on your location (postcode for UK).   We do not currently sell outside of the UK but this is planned for later.   If you wish to buy yarn from Europe, the USA, Australia or New Zealand, please email use and we’ll quote a price for delivery to your destination.

Woolly Madly Deeply make every effort to despatch your order the same day Monday to Friday wherever possible.    However, if you order after 2pm or during very busy periods, it will be despatched the following working day.

Delivery can take 2-5 working days depending on how busy the courier or Royal Mail is at the time.  Please note, orders for Christmas delivery should be placed before 15th December to give us chance to carefully pack and dispatch your items.

All goods displayed in the website are in stock and ready for despatch – unless they are marked as available for pre-order.    If for any reason we are unable to despatch your order the same day we will let you know as soon as possible.   If an item is marked out of stock, contact us to arrange a pre-order and it will be added to our next delivery from that range.

The cost of delivery is calculated during the checkout process based on the delivery location and the chosen method of despatch.   Heavier orders are sent via a courier which can take up to five days from the date of collection.     Faster delivery options are available at the point of checkout if you require your order more quickly.


You have the right to cancel your order any time up and including seven days after delivery.

For a full refund, you must contact us in writing by email or by letter, but not by telephone, within seven days, and goods must be returned unopened and in a re-saleable condition.    Where an order has been despatched with ‘free postage’ the refund will be less the actual cost of posting the parcel to you.

You will be responsible for the original shipping/postage costs, and the cost of returning the goods. We cannot be liable for returned goods which are lost or damaged in transit, so please ensure you use a recorded delivery service and insure the items for their retail value.

You will receive a cheque from us or a credit will appear on your paypal account / card account within thirty days of our receipt of the goods.

We reserve the right to cancel the contract between us if:
(a) we have insufficient stock to deliver the goods you have ordered
(b) we do not deliver to your area
(c) one or more goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel the contract we will notify you by email and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered

Damaged Goods

Goods will be replaced if damaged during delivery.

Provided you notify us within seven days of the receipt of the goods, we will happily reimburse any delivery costs incurred when returning damaged merchandise, and will send replacement merchandise at no cost to you.

Please include a description of the damage along with your details requested below. Failing such notice, the goods shall be deemed to be in accordance with these terms and conditions and you will be deemed to have accepted the goods and to be liable to pay for all and any charges therefore.

Goods returned to Woolly Madly Deeply must be accompanied by a copy of the original receipt, order number, customer’s email address, phone number and delivery address. All goods should be sent recorded delivery, and must be insured for the full value of the contents. Woolly Madly Deeply cannot be responsible for lost or uninsured packages.


We do not store credit card details nor do we share customer details with any 3rd parties. 

Registered customers will be emailed by Woolly Madly Deeply from time to time, with news about the shop unless they opt out of this service.

Governing Law
This Contract and any relevant interaction between the parties shall be governed by and construed in accordance with the laws of England and Wales and both parties agree to submit to the non-exclusive jurisdiction of the courts of England and Wales in relation to any claim, dispute or difference which may arise hereunder or in relation to any relevant interaction between the parties prior to this Contract.


Austermann Yarns, Baby Yarns, Debbie Bliss Yarns, Lanas Stop Yarns, Araucania Yarns, Schoeller & Stahl Yarns, Felting Yarns, Noro Yarns, DK Yarns, 4ply Yarns, Aran Yarns, Fur Yarns, James C Brett Yarns, Lion Brand Yarns

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