Delivery Shipping and Returns Policy
SECTION 1 – DELIVERY & SHIPPING
All shipping is via Royal Mail and shipping rates include postage and packing.
Monday to Friday (except bank holidays), during the Corona Virus pandemic, orders received before 11am, will be shipped on the same day. Orders after 11am will be shipped the next working day.
Orders received on Saturday & Sunday will be shipped on the next working day.
Parcels to United Kingdom addresses
All orders will be posted as follows:
- Orders up to £100: £4.00, Royal Mail 1st class
- Orders £100 and over, up to .99 kg: Free, Royal Mail 1st class
- Orders £100 and over, over 1kg & up: Free, Royal Mail 2nd class signed for
Parcels to Overseas addresses
Packaging as well as the goods you purchase will be taken into account to calculate the weight of the order.
Overseas: Packages up to 2kg
Based on order value & weight, overseas customers will have an option of selecting one of the following shipping options during checkout:
2. International Tracked
3. International Tracked and Signed
The price to be paid will be based on the weight of products in the order and will vary by destination. These prices are subject to update by Royal Mail and this policy will be updated accordingly.
Overseas: Packages over 2kg
As overseas shipping on large parcels can be expensive, you will receive notification on the site that you will need to contact us prior to order for a quotation so we can find the best price for you based on how much you are buying. On receipt of your email we will send you a quotation and if you accept it, we will then invoice you for the shipping and goods and then dispatch them as usual.
Countries we ship to
Updated January 11th, 2021. We currently ship world wide. Please see the details below of how Brexit has impacted our shipping to the European Union.
SECTION 2 MISSING OR DELAYED ORDERS
All UK orders are posted Royal Mail 1st Class and should arrive within 1 - 3 days of being posted. If a UK parcel hasn't arrived within 3 working days, please check with your sorting office / post office to see if they are holding a parcel for you but haven't left a card.
European parcels should be received between 3 - 5 days after posting while delivery to the rest of the world is between 5 - 7 days.
While we obtain proof of posting for each parcel this doesn't give us any ability to track your parcel. Royal Mail will not investigate UK missing packages until 15 working days have passed from the posting date. We are unable to offer refunds or replacements for this period.
European parcels are not considered as missing by the Royal Mail until 20 working days have passed, and for the rest of the world it is 25 working days. We are unable to offer refunds or replacements for this period.
TLYC cannot be held responsible for missing parcels where the incorrect address has been provided by the customer.
Where an order is returned by Royal Mail undelivered, we will give you the option to have that order resent. There will however be an additional charge for redelivery if an order has not been collected from the sorting office or the wrong address has been provided.
SECTION 3 RETURNS & REFUNDS
You can return goods within the first 14 days of receipt. Unless the item is faulty, you will be liable for the cost of the return postage for the item. If 14 days have gone by since your purchase has been received, unfortunately we can’t offer you a refund or exchange unless the item is faulty.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned unless they are faulty. The following items are non-returnable:
- Gift cards
- Downloadable patterns
- Patterns & Books
- Crochet hooks
- Bespoke Banshee Yarns orders
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
To complete your return, please include your name, address, email address & order number. Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
TLYC will reimburse delivery costs when a returned item is faulty and send a replacement product at no additional cost.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We replace items only if they are faulty. Please contact firstname.lastname@example.org and send your item to: 20 Norfolk Road, Long Eaton, Derbyshire, NG10 2BL, United Kingdom.
To return your product, you should mail your product to: 20 Norfolk Road, Long Eaton, DBY, NG10 2BL, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
SECTION 4 IMPORT DUTY
If you order from our site for delivery outside the United Kingdom, the parcel may be subject to import duties and taxes which are applied once the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges. If you would like further information please contact your local customs office before placing your order. Prior to Brexit this was not an issue within the European Union. However this now applies to all countries outside the United Kingdom. Customs rules are often applied on an adhoc basis and it is impossible to determine in advance if your parcel will be checked and if you will have to pay additional detail. You will need to pay any duties and taxes. We are so sorry this is now an issue for EU countries.
Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
We will not mark items as ‘Gifts’ as it would be a breach of Customs & Excise rules for us to do so.