• Your email:
  • 6th January

    Plenty of shades of your favourite Katia yarns in stock. Feel free to browse the reel on the right to look through samples of our yarns.

    Free UK / European delivery, no matter the size of your order. Please read our FAQ for more information.

http://www.BallHankandSkein.com
Tel: 0795 226 1647
based in the UK.

Frequently Asked Questions:

Introduction:

Our wool comes from a clean, smoke / pet free environment. We handle every product with care and throughly check for damage before packing. We use strong polythene envelopes to ensure your goods are well protected from potential hazards during delivery. For particular yarns, we include a free pattern (on glossy card) with every order, while stocks last. If you require more than 1, then let us know. However, check the products description for a downloadable/printable PDF version.

Purchasing products from the catalogue:

We provide a range of products for you to purchase online. Please choose a category from the catalogue to view / for further information. We include VAT in the price of our products.

All our online payments are handled by Pay Pal. Pay Pal is respectable, secure, and very easy to use. A range of debit/credit cards accepted. You do not even have to register, it is possible to checkout as a guest.

Pay Pal Cards

Our checkout system has been designed to be quick. All we require from you, before passing you to Pay Pal, is your delivery destination. Pay Pal handles everything else then provides us with the information that we need to complete your order. If you would like to provide us with other instructions i.e. dye lots, there is a field on Pay Pal to do so (Add special instructions to merchant).

Pay Pal is the only payment method available. We do not take orders over the phone, nor do we accept cash or cheques.

Prices on this website are quoted in Pounds Sterling (GBP). Purchases made in other currencies are dependent on the currency exchange rate in force, at the time of ordering (handled by Pal Pal).

We limit customers to adding a maximum quantity of 100, per product, to their basket. This is to prevent users from abusing our system, by hogging the entire stock, without the intention of purchasing. If you wish to purchase more than 100 of particular products, either process multiple orders, or contact us, in order for us to invoice you via Pay Pal.

Please note that you cannot make changes to your existing basket once you have continued to Pay Pal. Fundamentally, this is in order for us to flawlessly control stock levels (just in case a customer makes changes to their basket, whilst already on Pay Pal, therefore their "Ball Hank & Skein basket" / "Pay Pal basket" won't match up etc). Therefore if you need to make changes, you must reset your basket first by clicking here. If you don't need to make changes, continue normally. After you have completed payment, your basket will be reset automatically.

After a 2 hour timeout period, baskets that have been unmodified / not paid for, will be reset automatically, in order to restock the products within, giving other customers the chance to purchase them.

Dispatch and delivery:

We deliver to the UK and the rest of Europe for free, no matter the size of the order. For locations outside Europe please see our postage rates. You are asked to give a delivery destination before proceeding to Pay Pal.

We do not provide an online order tracking system as dispatch information is provided by Pay Pal. For international orders, you may request your postal tracking number by contacting us.

We aim to dispatch orders placed before 2pm on the same day / All orders dispatched within 24 hours (working days). There are a few products that we have to order in upon receiving your order / can be pre-ordered, therefore won't be dispatched within the usual time period. Information regarding delayed dispatch times can be found in the product description (delivery notes).

We use Royal Mail 1st class delivery for delivery locations within the UK. For overseas, we use standard airmail. This means you can expect to receive your order in:

  • UK - estimated 1-4 working days.
  • Overseas - estimated 4-21 working days (dependent on your location).

Please note that if your method of payment is "non-instant" i.e. Pay Pal eCheque, then we will not dispatch your order until payment is complete.

We may use a different delivery service at our own discretion if necessary. We may break your order up into separate packages, posting them individually, if it is exceptionally cheaper to do so i.e. international orders weighing over 2.0kg.

Missing or damaged goods:

In the unlikely event that this occurs, we will investigate the issue and offer you a full refund/exchange if need be (see "Return / exchange / refund policies"). Please note that it is often typical to find knots in particular yarns. Breakages occur during the manufacturing process usually because the machine is being run at higher than normal speed. By untieing the knot then sewing the ends together, the join shouldn't be noticeable in the finished garment. However, if you are unhappy, please contact us.

Return / exchange / refund policies:

You may return your goods back to us within 7 working days in the condition you received them in and receive a full refund / exchange. Unless the reason for return is specifically our error, you must pay for the return of the goods. We believe that this is fair, in order for us to maintain providing free 1st class delivery. The return delivery address and other contact information can be found on the contact page. Its not necessary but we advise you to use recorded delivery (proof of postage will not be accepted as proof of delivery). In order for us to identify whos return it is, please include a note with your details. Please contact us prior to returning.

Other terms and conditions:

  • We reserve the right to refuse any order without specifying a reason.
  • Although we try to be as accurate as possible we do not warrant that the website content is error free. Please let us know if you notice a potential error.
  • Your rights to return goods are protected under the EU Distance Selling Directive.
  • All generated data is held securely and will be at no time disclosed to a third party other than data passed to Pay Pal at the checkout stage.
  • You must not copy or reproduce any parts of this website unless you have been given permission to do so by contacting us.

For further information:

If we haven't been able to answer your question/query here, then please don't hesitate to email us from the contact page. We will respond to all our customer's issues ASAP.