****Coronavirus Update: May 2021****
We are still shipping out orders every weekday, normally within 24 hours of receipt. 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 within a day or two from dispatch. 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. Orders are dispatched Monday to Friday, not including bank holidays.
Wherever possible, our aim is to dispatch orders placed before 12 noon the same day. Possible delays could be caused by out of stock items, failed payment or security checks. We will contact you as soon as we can to discuss the issues so we can dispatch your order as soon as possible. Please leave a telephone number and email address should we need to contact you regarding your order. (This information is for our use only we do not share your details with other companies).
Delivery charges are based on order value. UK orders over a goods value of £30 are dispatched free of charge via Royal Mail using the Standard Delivery option.
UK Standard Delivery - £2.95 or free for orders over £30
Orders with the Standard Delivery option will sent via Royal Mail first class or Royal Mail 24 (normally delivered 1 - 2 days following dispatch). Large orders may be sent in separate parcels (at no extra cost) and will be sent either via Royal Mail or a courier, depending on the weight.
UK Next Day Delivery - from £7.50
This option is usually sent using either DPD Next Day, or the Royal Mail Special Delivery service, depending on location. In either case, you will be provided with full tracking information. Orders must be placed by 12 noon for this next day delivery service, otherwise it will be dispatched on the next working day for delivery the following day.
The Next Day Delivery option does not apply to Saturday and Sundays, so if your order is dispatched on a Friday it will be delivered on Monday, unless you have chosen Saturday Delivery (except Highlands & Islands which may take a little longer or delays due to weather conditions. 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.
Click and Collect - local collection for persons in GU (Guildford) postcodes - during lockdown periods we are pleased to offer local collection to those in the local area. At the time of writing, we plan to offer this service until the beginning of June 2021, but this may be extended depending on the latest government guidelines.
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.
Republic of Ireland delivery
We are now offering delivery to the Republic of Ireland at a cost of £13, via DPD or Royal Mail Tracked and Signed For. Please note that customs taxes and/or import duties may be payable on these orders, which will be your responsibility to pay as requested by the relevant authorities; this is not under our control.
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 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 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.
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.