****Coronavirus Update: June 2021****
We are still shipping out orders every weekday, normally within 24 hours of receipt (exluding weekends). Despite some disruption with Royal Mail in some areas due to staff resource issues as a result of the pandemic, most of our customers are still receiving their deliveries on schedule. Please note that we do our utmost to ensure that your orders are being sent out promptly, but the delivery time is not under our control once your order has been dispatched. Thanks for your patience and understanding during these challenging times.
We know you want to receive your goods quickly, so all orders are dealt with promptly. We do our best to get your goods to you as soon as we can and are generally able to dispatch your orders within one or two days of receiving your order. Orders are dispatched Monday to Friday, not including bank holidays.
Delivery charges are based on weight, in line with the costs charged to us by the delivery companies we use. UK orders up to a weight of 2kg are dispatched via Royal Mail via a tracked service for your peace of mind. At checkout, you can select from Royal Mail Tracked 24 or Tracked 48. These services have a target delivery period of one and two days respectively, but are not guaranteed services.
Orders over 2kg will be sent via Parcelforce, and again you have the option to choose from Parcelforce 24 or 48. In either case, you will be provided with full tracking information.
Please note that Parcelforce does not normally deliver on Saturdays for these services, so if your order is dispatched on a Friday it will be delivered on Monday. This service will require a signature. To avoid any delays please include your phone number on your order just in case we have any issues with your order that we need to discuss with you, it will also help the delivery person if they need help finding your address.
If you need your order urgently, or you wish to place an order over 30kg in weight, please contact us on service@SecretYarnStash.co.uk to give us your requirements and we will do our best to help
Click and Collect - local collection for persons in GU (Guildford) postcodes
To benefit from Click and Collect, please place your order as normal, selecting the Local Collection option at checkout, and we will be in touch to arrange collection from our business location in Blacknest. Please note that we do not have a shop so are sadly unable to welcome visitors at any time other than for pre-arranged collections.
Please note the following important information regarding delivery:
- If a force majeure event occurs, Secret Yarn Stash, Royal Mail and other couriers used by Secret Yarn Stash are not liable for any delays that are caused by the event.
- Reimbursement for Next Day deliveries that have been delayed due to factors out of our control cannot be processed after the order has been dispatched. Please be aware that delivery times to the Scottish highlands and Islands are often longer than stated.
- In the case of missing packages, Royal Mail and Parcelforce will not investigate until 15 working days have passed from the posting date. For this period we are unable to offer refunds or replacements. We cannot be held responsible for a missing parcel if the wrong address was provided.
- Where an order is returned by Royal Mail or Parcelforce as undelivered, we will give you the option to have that order resent. There will be an additional charge for re-delivery if the wrong address was provided or the parcel was not collected from the sorting office.
- All delivery dates are estimates and we cannot be held responsible for delays in deliveries caused by Royal Mail, Parcelforce or any other shipping company.
Any items that are out of stock but are expected back into stock within a couple of weeks will be kept on back order and forwarded to you when they become available at no extra cost (UK orders only). We may hold orders if we expect an out of stock item to arrive within a couple of days, we will contact you to let you know. We reserve the right to remove out of stock items from the order if we anticipate a long delay. You will be notified if we cannot keep an item on back order. Wherever possible orders received before 12 noon will be sent the same day.