Please read the terms below to understand our returns policy.
REFUND : Policy UK We offer a 21 calendar day cancellation period in which you can notify The Wizard of your intent to cancel your order. We have a cooling off period which is active from the day you receive your order. We do ask however that you email us first before returning an order. The responsibility for the cost of return postage is on you the purchaser unless the item is deemed to be faulty. A refund shall be made within 14 calendar days of us receiving the return. It is your responsibility obtain proof of postage and unless you are able to provide proof of posting no refund will be issued. You can pursue your postage provider in the first instance for compensation. Items must be returned in the original condition, with original packaging, with no damage to the product and yarn band intact and must be free from scent or contaminants. We are unable to resell items that have been unpackaged or contaminated with scent or animal hair etc and any returned items found in this condition will be returned to you and a refund not issued. Unfortunately we are unable to accept returns of skeins which you requested to be wound for you prior to delivery.
REFUND : OUTSIDE THE UK You must mark on the customs label Items “returned merchandise” so as not to attract import duty / VAT and include “Returning to the country of origin” on the package. If you attempt to return the yarn incorrectly and we receive a customs fee notification, this will be ignored and the items will automatically be returned to you by Royal Mail, and no refund will be issued. policy here
FAULTY GOODS : If you believe you have received a faulty skein then we ask you to raise this with us within 3 months of purchase. If the fault is with yarn bleed please be aware that we recommend all skeins are hand washed in cool water at least for the first few washes, as with some of our colourways particular stronger coloured yarn some bleed can happen. We will not be responsible for any yarn bleed onto other items if this advice is not followed. If there is any other fault we ask you to send us a picture and we may ask you to return the yarn, upon inspection and on agreement a refund, partial refund, replacement or discount voucher will be issued at our discretion.
Differences across skeins – One of the reasons many customers chose hand dyed yarns is that hand dyeing can achieve unique effects that commercial large batch dyers cannot achieve. However, due to hand dyeing processes every skein will have subtle differences, even when dyed in the same lot. Only commercially dyed yarns will offer uniformity. Due to this we do not offer refunds for uniformity issues. Our recommendation upon working with more than one skein of the same colourway is alternating the skeins or helical knitting which will ensure your project has a more uniform appearance.
Gift Vouchers
1. Gift vouchers can be exchanged for all yarn products available on www.wizardyarns.co.uk website when added to cart at checkout.
2. To redeem Gift Vouchers online please enter the code which appears on front of the voucher, in the “coupon code” field.
3. Gift vouchers may not be exchanged for cash.
4. If your order’s value is less than the value of the gift vouchers you are using as payment, then a discretionary credit of the difference may be issued on your account for use as payment on subsequent orders if the remaining unused voucher is more than £3.
5. Once you have given us the number of your gift voucher in relation to a payment of an order that gift voucher has been used and you will not be able to use the voucher again. For this reason we advise that you destroy all redeemed vouchers to avoid confusion.
6. If your gift vouchers have become accidentally damaged or lost, please use the contact us form with details of the original purchase (date/postcode or customer number of purchaser) and we will be able to issue you duplicates.
7. If you decide to return the items you purchased with your gift vouchers, you will not receive a cash refund. A credit for the difference will be emailed to you in voucher form. This will be available for you to use on subsequent orders. As with all returns, if you received the item in good condition but have changed your mind, it is the responsibility of the customer to secure a safe return and that the item/s is/are received by Wizard Yarns are in a saleable condition. This means they are unperfumed, ideally skeined and in original packaging and also have not been knitted or crocheted with. If a secure return is unsuccessful then you may not receive a full refund/credit for the goods.
8. Gift vouchers are valid until expiration date on the voucher and cannot be extended.