Frequently asked questions

Where do you get your base yarn from?

Our current yarn bases are purchased from UK suppliers



Can you dye me more yarn that is showing as sold out in your store?

As long as the colourway does not say OOAK then this should be possible, however, as all of our yarns are hand dyed even though we use the same colour combinations and replicate the design as close as possible each cake of yarn is still an individual item and therefore we cannot guarantee an exact match.

If you require more that one cake of a particular colourway we can dye a small quantity all at the same time, this may allow for more colour consistency, however you need to bear in mind that each cake will still be individual.



What type of dye do you use?

We use colourfast concentrated acid fabric dyes specifically designed for animal fibres. These are completely non toxic. Don’t be worried by the term acid as this refers to the way in which the colours are fixed with either white vinegar or food grade citric acid.



Can yarn be returned if I don’t like it?

Yes, please refer to our refunds section



Will your hand dyed yarn bleed?

We try to ensure that your yarn will not bleed, however, we cannot guarantee this. The process we use to dye your yarn involves a cooking process where the dye is absorbed fully into the yarn, we then rinse the yarn until the water runs clear. During rinsing we use a delicate hand wash detergent. This reduces the chance of any bleeding, however we advise that you wash your items separately and ideally by hand



Who is responsible for customs fee if they apply?

We have no control of customs fees if these apply to your country. As the buyer, customs fees are your responsibility.



What happens if my parcel doesn’t arrive or arrives damaged?

The first thing you need to do is contact us via email and please refer to our delivery page. We suggest you contact your local postal office to see whether they are holding it for you.



Can you explain your descriptions?

OOAK - This stands for One of a kind, they are yarn cakes that we cannot replicate.

Multi colours - This will have many colours included in the design

Gradient - This will be the same colour in different shades

Tonal solids - This will be one colour with slight shading throughout due to the hand dyeing process



Company information

Wool is the Answer Ltd is registered in England and Wales. Company number 11176666. Our registered address is Tower House, Lucy Tower Street, Lincoln, Lincolnshire, LN1 1XW this is not a shop and is not open to visitors. This is not the address to be used for returns.



Can I visit your studio?

We are afraid this is not possible at this time, if this changes in the future we will keep our

customers updated.



How do I unsubscribe from your mailing list?

We are sorry to hear you want to unsubscribe, if you no longer wish to receive information from us you can unsubscribe by clicking the link on the email you were sent. Alternatively you can email us at lulu@woolistheanswer.co.uk and we will remove you from our subscription list



Force Majeure

We are not liable to you for any failure or delay to supply, or delilvery, or for any damage or defects to the product that is caused by any event or circumstances beyond our reasonable control



Legal Statement

Purchased made from this site are all subject to UK Law. When you make a purchase from our site you are agreeing to this.



Processing of Payments

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by PCI Security Standards Council. We use PayPal and Stripe to take payments on our website and their privacy and security policy can be accessed at https://www.paypal.com/en/webapps/mpp/ua/privacy-full and https://stripe.com/docs/security/stripe This site's payments for purchases are authorised and managed by PayPal and Stripe. This means that we never see your financial details, you do not need to have a Paypal account to make payments. We do not accept payment by cheques.



How do I cancel an order?

Please contact us as soon as possible if you wish to cancel the order. If it has not been dispatched we will cancel and refund your order. If it has already been dispatched you will have

to return the unwanted items to us. Please see our returns policy for this.



Do you use cookies?

We use cookies to provide the services and features offered on our website, and to improve our user experience.

Cookies are small files or other pieces of data which are downloaded or stored on your computer or other device, that can be tied to information about your use of our website (including certain third party services and features offered as part of our website).

By clicking ”I Accept” when prompted you agree to such use of cookies, unless you later decide to disable them.

Please note that if you delete or disable our cookies you may experience interruptions or limited functionality in certain areas of the website.



Do you have a privacy policy?

Yes - Wool is the answer is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We receive,collect and store any information you enter on our website or provide us in any other way. In addition we collect Internet protocol (IP) address used to connect your computer to the internet, email address and purchase history. We may use software tools to measure and collect session information, including page response times, length of visit to certain pages, page interaction informationand methods used to browse away from the page. We also collect personally identifiable information (including name, email communications) and payment details via PayPal and as such we do not see your payment detais. We do not accept direct payments by credit or debit card on our website

When you conduct a transaction on our website, as part of the process we collect personal information you give us such as your name, address and email address. Your personal information will be used to process and deliver your order and also for the specific reasons stated above.

We collect your personal information in order for us to fulfill and deliver your order. We will only send emails in relation to your order or provide customer assistance. Marketing campaigns and information regarding products will only be sent via email if you have signed up as a subscriber via our website. The emails sent to our subscribers will be of a generic nature and will provide information on products, events and special offers.

We will only ask for essential information from you and we will not disclose this to a third party unless we are required to do so by law. Our website is hosted by Wix.com platform. Wix.com provide us with the online platform and allows us to sell our products to you. Your data may be stored through Wix.com data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by PCI Security Standards Council. We use PayPal to take payments on our website and their privacy policy can be accessed at https://www.paypal.com/en/webapps/mpp/ua/privacy-full

You may withdraw your consent for collection of personal information at any time ad request that the information we hold on you is deleted. If you do not want us to process your data anymore or would like to access, correct or amend your information please contact us at lulu@woolistheanswer.co.uk

You can UNSUBSCRIBE at any timeto stop receiving marketing emails by clicking on the link at the bottom of any email sent to you or by contacting us directly at lulu@woolistheanswer.co.uk

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take place immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated.

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Delivery

NEW DELIVERY DURING THE COVID-19 PANDEMIC

Here at Wool is the Answer we understand that you want your wool as soon as possible.

We are now able to offer delivery via a courier service or Royal Mail depending on the Government guidelines at the time.

The courier will collect orders from us usually once a week and send to our customers following current Government guidelines

Delivery may take longer due to current COVID restrictions

UK delivery

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All orders will be sent via courier service or Royal Mail

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UK delivery will cost £4.00 on orders below £30 and includes postage and packaging.

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For orders of £30 and over delivery is free in the UK.

Worldwide delivery

We are currently unable to deliver to the EU

We now deliver to USA, Canada, Australia and New Zealand

All orders to these Countries will be sent via Royal Mail, orders up to £80 will be sent via International Standard - estimated delivery time 6-7 working days, orders over £80 will be sent via International Tracked and Signed - estimated delivery time 5-6 working days.

USA

Up to £40 £11.50

£41- £80 £17.50

£81 - £120 £23.50

£121 - £150 £28

Over £150 £32.50

Canada

Up to £40 £9.50

£41- £80 £13.50

£81 - £120 £20

£121 - £150 £22.50

Over £150 £25

Australia & New Zealand

Up to £40 £11

£41- £80 £16

£81 - £120 £22.50

£121 - £150 £25.50

Over £150 £29



Returns Policy

Please contact us at lulu@woolistheanswer.co.uk to arrange the refund and to allow us to provide you with the return address

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We hope you will be very happy with your purchases however, if you do change you mind you may return part or all of your order. The items must be returned in their original condition and you will be responsible for the cost of return, you will then receive a full refund of the items you have returned. You will not receive a refund of any postage that you originally paid. Please ensure that you obtain proof of postage.

You have 30 days from the date of the order to return the items.


We expect all items to arrive in perfect condition, however, if you find any of the items faulty please contact us at lulu@woolistheanswer.co.uk We can then arrange a replacement or refund, whichever you prefer. We will arrange to cover the cost of the return of faulty goods.



Out of Stock items

If the item you require is out of stock simply contact us via email, letting us know which colourway you require and the number of cakes you need. You will then be contacted with a price and estimated date for delivery. If you then wish to continue with the order we will email you an invoice. Once the payment has been received the yarn will be dyed and despatched as soon as possible.



Equality and Diversity Policy

We are committed to equality and diversity. We want to make sure that everyone has access to our business, regardless of background, culture or personal circumstances, across all protected characteristics covered by the Equality Act 2010.

The protected characteristics are:

  • age
  • disability
  • gender reassignment
  • marriage and civil partnership
  • pregnancy and maternity
  • race
  • religion or belief
  • sex
  • sexual orientation