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FAQs

ORDERING

  • How do I buy an item?

    You can buy an item in one of two ways:

    Our very easy to navigate website is designed to give you the best possible shopping experience.

    Before you make an order, you will need to browse or search for the item you are looking for. Use our accessible drop down categories and search via yarn, patterns, book, needles and hooks or accessories.

    To see a product description, click on the item to view the relevant details. Type in the quantity you would like to buy and click ‘Add to Basket’. If you leave the quantity box blank, it will automatically add one item. Once this button is pressed, it will take you to your shopping basket; you can then either choose to continue shopping which will take you back to your initial page for you to start the process again or you may proceed straight to checkout.

    Once at the checkout you have the choice to sign in as a guest or register as a customer. If you are not already a registered customer and would like to be one, click continue and enter your details when prompted. You may also go through checkout as a guest by highlighting the Checkout as a Guest option, in which case none of your details will be saved.

    Follow the instructions; you will be able to review your order before your payment goes through and amend or cancel it if necessary.

    Alternatively, you can call our Customer Service Team 0845 519 4573 and they can place the order on your behalf or talk you through the process.


PRODUCTS

  • Do you stock whole ranges?

    Yes, we do. We are proud to supply the entire ranges of brands such as Rowan, Fyberspates, Blue Sky Fibers, Spud & Chloë and more.

  • What do you have in stock?

    With over 100,000 items in stock, most of our products are available for same day despatch. However, if a product is temporarily out of stock or you’d like a large quantity, we may be able to back order the items for you. If a product is to be backordered, this will be clearly indicated in your shopping basket prior to checkout, along with an estimate of despatch. If your order contains a backorder, we will aim to despatch your items together when we receive the out of stock item from the supplier, however this will not always be possible and some of your order may be sent separately.

  • Is what I see on the website an accurate representation of what I will receive?

    Every effort is made to ensure the items you see on the website are a true match to the items you receive. Should any discrepancies arise, items are amended accordingly. Please note, shades may vary depending on your computer monitor.

    All photographs and visuals on the website are copyright protected.

  • How do I know my order has gone through?

    Once an order has been placed, you will receive a confirmation email to tell you your order has been received. Please use this to check that your order details and delivery address are correct. If you have not received an email from us, please contact our Customer Service Team on 0845 519 4573 or email customer.service@deramores.com. They will be able to give you confirmation of your order direct.

  • I forgot to add items to my order, can you add them?

    We cannot add items to an order, however if you contact our Customer Service Team within 24 hours of placing your order, they may be able to raise an additional order for you and waive the postage charge.

  • I ordered the wrong colour/brand/item, can I exchange/return?

    Yes, we offer a 30 day no quibble return policy, so if you ordered the wrong item, we’ll be more than happy to offer you an exchange or refund. Please see Returns for more information.

  • Can I change my address once my order’s gone through?

    Unfortunately this is not usually possible, but please call our Customer Service Team on 0845 519 4573 who will do their best to help.

  • Can I use a different delivery address?

    Yes, at checkout you will be able to use a separate delivery address to your billing details.

  • Can I cancel my order?

    If your order has not been processed, we may be able to cancel your order before it is despatched. Please call our Customer Service Team on 0845 519 4573 for more information. If your order has already been despatched, please follow the usual returns procedure.


PAYMENT

  • Are the prices shown in US/AUS/NZ dollars?

    To view our website in the correct currency, you will need to ensure that you are viewing the website in your local store format. To do this, please select the country you reside in from the top left hand corner of the screen.

  • Will I be billed in my own currency?

    As long as you are viewing our website in your local currency, you will be billed in your own currency. To view our website in the correct currency you will need to ensure that you are viewing the website in your local store format. To do this, please select the country you reside in from the top left hand corner of the screen.

  • I wish to shop in euros but my country is not listed as a local store. What can I do?

    If you would like to shop in euros, please select Europe from the list of countries in the top left hand corner of your screen. All prices will then change to euros and you can proceed with your order in the normal way.

  • Do I need to register to place an order?

    You do not need to be a registered customer to place an order. However we do recommend you register as a customer for easy access to your account and order history. Should there be a problem, you are able to log in and go through checkout as a guest. If you check out as a guest, none of your details will be saved.

  • If I’m a registered customer, am I automatically signed up to the Newsletter?

    Registering as a customer does not automatically mean you are signed up to our Newsletter. If you would like to receive regular updates by email, including special offers and the latest deals there is a box at the very bottom of our homepage for you to enter your email address.

  • What types of payment do you accept?

    We accept all major debit and credit cards as payment, including Visa and Mastercard. We also accept payment via PayPal.

    Unfortunately, we are not able to process orders using Laser, Diners Club or JCB cards, or via cheque or postal order.


PRIVACY & SECURITY

  • How do I know ordering with you is safe?

    We take the security of personal customer information and payment details very seriously.

    All of your personal details are transferred to us using 128-bit SSL encryption and can only be accessed by us so that we can process your orders. Your credit or debit card details will never be stored.

    We promise to protect your privacy. We will only use the information that we collect lawfully and in accordance with the Data Protection Act 1998. We collect information about you so that we can process your orders and provide you with the best possible service. We do not make unsolicited telephone calls, send post or email you unless requested. At all times you have the opportunity to opt out of future mailings. The information we hold will be accurate and up to date. You can check the information that we hold about you by contacting us. If you find any inaccuracies we will delete or correct it promptly.

    Cookies are used on this site to hold information to help make your shopping experience with us better. The cookies used on this website do not store any personally identifiable information.

    For more information on privacy, please see our full Privacy Policy.


DELIVERY

  • What is the cost of delivery?

    The cost of delivery is calculated during the checkout process based on the delivery location. For more information please visit our Customer Service page.

  • How is my parcel being delivered?

    The majority of our UK orders are sent out by MyHermes Courier however lighter items such as patterns are sent by Royal Mail.

    Orders outside the UK are sent via Airmail and will be delivered by the usual postal service in the destination country.

  • When can I expect my delivery?

    UK – Customers should expect their orders to be delivered within 1-3 working days (excluding the day of despatch). Orders sent using MyHermes courier should arrive within 2 days and are fully tracked. Many customers report that their orders arrive the next day, but in some cases they may take up to a week. If your order contains a backorder, we will aim to despatch your items together when we receive the out of stock item from the supplier, however this will not always be possible and some of your order may be sent separately.

    Delivery by Hermes - Exceptions – There are a few UK addresses, usually in remote locations, where unfortunately we cannot offer a two day delivery service. If you have bought an item that has been sent using our courier service but live at one of the following postcodes please allow some extra time for delivery - all orders should arrive within 5 days of leaving the warehouse. Postcodes affected: BT, FK20, GY, HS, IM, IV, JE, KA, KW15, KW17, PA, PH20, PH21, PH31, PH32, PH33, PH35, PH41, PH49, PH50, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, ZE.

    Europe – Orders should arrive within 5-7 working days (excluding day of despatch).

    Rest of the World – Orders should arrive within 10-14 working days (excluding day of dispatch)

    USA and Canada – Orders to the US and Canada vary considerably in delivery time, from a few days to a few weeks. One reason for this is the increased security measures imposed on passenger airlines carrying cargo to the US and Canada.

  • Where is my order?

    If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Service Team on customer.service@deramores.com, or call us on 0845 519 4573 between 8am and 6pm, Monday to Friday or between 9am and 5pm Saturday, UK time.

    Please note: Royal Mail does not class a UK order as missing until 15 days from the date of despatch. For orders outside of the UK, this period rises to 30 days from the date of despatch.


RETURNS

  • What are the return/replacement policies?

    We currently issue a 30 day no quibble return policy from the date that you receive your order, provided that the goods are returned in a saleable condition. This is in line with The Consumer Protection (Distance Selling) Regulations 2000.

    We are happy to refund or exchange your order, but we are unable to provide credit notes.

  • How do I return an item?

    If you are unhappy with your goods, you can return them for a full refund, providing they are in a saleable condition, within 30 days of receipt. Please remember to include a brief note to explain the reason for return.

    The buyer is responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing.

    Deramores Retail Limited (Returns)
    Unit 1 Sabre Way
    Peterborough
    Cambridgeshire
    PE1 5EJ
    United Kingdom

    If you require an exchange, do give our Customer Service Team a call to discuss this further.

  • My item is faulty, what do I do?

    Should you receive a faulty item, please contact our Customer Service Team and they will be more than happy to reissue your postage costs and offer you either a full refund or a replacement.

  • I’ve received the wrong item, what do I do?

    Contact our Customer Service Team to make them aware of the error. They will then arrange for the return of the wrong item and issue either an exchange or full refund.

  • One of my items is missing, what do I do?

    If one of your items is missing from your order, please contact our Customer Service Team and they will send it out to you, free of charge.

  • Why have I only received part of my order?

    If your order contains a backorder, we will aim to despatch your items together when we receive the out of stock item from the supplier, however this will not always be possible and some of your order may be sent separately. Also for overseas customers, some orders will be too large to fit into one package due to Airmail restrictions. For theses orders please check the address label on your parcel to see if there is a 1 of 2 (1/2), 2 of 2 (2/2) etc. This will determine how many parts have been posted. We cannot guarantee that orders sent out in multiple packages will be delivered at the same time.

  • When can I expect my refund?

    Once your refund has been confirmed, you can expect the payment to be in your account within 2-3 working days.

  • How do I exchange my item?

    Please contact our Customer Service Team who will be more than happy to exchange your item for you. Once your item has been returned to us, we will send your new item to you by courier.


GIFT VOUCHERS AND DISCOUNT CODES

  • Where do I put my Gift Voucher/Discount code?

    Once on the Checkout page, on the right hand side above your items, there is a box for your code. Simply type in the code, click ‘Apply’ and your discount will be deducted from your order.

  • Why doesn’t my Gift Voucher/Discount code work?

    There are several reasons for a coupon code to not work:

    • Check that the spellings and numbers are correct.
    • Check the expiry date.
    • Check the coupon is valid for the items in your order.

    If all of these are correct and you are still having problems, please contact our Customer Service Team and they will look into this directly for you.

  • What is a Gift Voucher?

    Our Gift Vouchers are a pre-paid set amount of credit that can be used against any purchase across the website. All Gift Vouchers will be sent to your registered email address. Your email will contain a code which can be used instantly for purchases across the website.

  • How long is my Gift Voucher valid for?

    Gift Voucher codes are valid for 12 months from date of purchase.

  • When can I expect to receive my Gift Voucher?

    You should receive your Gift Voucher code within 60 minutes after your order is confirmed. If you haven’t received your email within 2 hours from confirmation, please contact our Customer Service Team who will be able to look into this for you.


DOWNLOADABLE PRODUCTS

  • What is a downloadable pattern?

    Our paid-for downloadable patterns are digital versions of patterns that can be downloaded as a PDF onto your computer. All purchased pattern download links will be sent to your registered email address in your order confirmation email. Links to any purchased patterns will also appear on the order confirmation page. If you sign in to a registered account when purchasing pattern downloads, they will also be available in your account under ‘My downloadable products’.

  • How quickly will I receive my downloadable pattern?

    Instantly! As soon as you purchase a downloadable pattern, a link to the product will appear on the order confirmation page, ready for instant download. All purchased pattern download links will also be sent to your registered email address in your order confirmation email. If you sign in to a registered account when purchasing pattern downloads, the access links will be available in your account under ‘My downloadable products’ too.

  • How many times can I access my downloadable pattern?

    Downloadable products can be accessed a maximum of three times. It is best to save your purchased pattern download to your computer to ensure that your copy is stored.

  • How do I save my downloadable pattern?

    Once a downloadable pattern is opened in a PDF, you can save it to your computer to access as many times as you like. To do this, simply click on ‘File’ in the top left hand corner and then select ‘Save As’. You can then choose a location on your computer to save it to.

  • Why can I not open my downloadable pattern?

    To open up a pattern download, you need to have the latest version of Adobe Reader on your computer. To get Adobe Reader, click here and follow the instructions on the screen.


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