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Frequently Asked Questions

SYS club membership

What is SYS club membership?


Exclusive discounts, reward points, surprise giveaways, a birthday gift...these are the key benefits of joining the SYS club and becoming one of our VIPs and signing up to receiving club member updates (please note that discount codes, as well as club offers and giveaways are sent via email, so you need to tick the box when you sign up to confirm that you consent to us sending you the club emails).


It's free, quick and easy to join, so hop on over here to find out more!

How does the Reward Points programme work?


If you're all signed up as an SYS club member, you will earn points with every order that you can save up and spend on future orders. You earn one point for each 1 spent, and each point is worth 0.01p. There's no threshold you have to save up to in order to spend your reward points, and all points are valid for 12 months.

Orders


Where's my order?


We generally dispatch orders on the same day if received by 12 noon that day. Emails are sent to you regarding the status of your order, and you can also check your order status on the website. All orders are dispatched via fully tracked shipping methods, and tracking information is provided on dispatch emails. If for any reason your dispatch email does not reach you, please contact us on service@secretyarnstash.co.uk for the tracking details. Please note that we have no control over how long the postal service actually takes to deliver, so please allow a few days, especially at busy times.

Can I place an order over the telephone?


Of course. There is normally someone available during normal working hours to take your call. Our number is 0333 567 7703. Alternatively, drop us an email on service@secretyarnstash.co.uk, with your number, and we'll call you back asap.
Please note that phone orders do not qualify for reward points as this would need us to log into your account, which we cannot do for data protection reasons.

I ordered the wrong product, can you help?


If we have not yet dispatched your products, then yes, we can certainly help. Please email us on service@secretyarnstash.co.uk. Please note: most orders placed before 12 noon are dispatched on the same day, so please call us as soon as possible if you notice a mistake on your order.

How will my order be packaged?


We endeavour to use recyclable and environmentally friendly packaging wherever possible. For example, as standard yarn orders are shipped in mailing bags that are fully recyclable, and that will also keep your goods protected on their way to you. These bags are made from sugarcane and their production is carbon neutral, making them a genuinely sustainable option.


Payments

Which payment methods do you accept?


Our current payment methods are: Visa, Visa Debit, MasterCard, American Express and PayPal.
We can also accept bank transfers from UK bank accounts. Please note that using this option may mean we take a little longer to dispatch your order as we have to verify the payment with our bank first.

When will I be charged for an order?


All payments are processed as soon as your order is placed and accepted. All items are shipped Monday to Friday (excluding bank holidays). If you would like to cancel an order, please contact us as soon as possible.


Shipping

How much is shipping?


Shipping starts at 3.50, and charges vary by weight. We offer a choice of delivery speeds depending how quickly you would like your goods to arrive. For orders up to 2kg, you can choose from Royal Mail Tracked 24 or Tracked 48, and for orders over 2kg we offer the Parcelforce 24 and Parcelforce 48 services. The relevant options will appear for you to choose from during checkout. All services are fully tracked for your peace of mind.

Do you ship internationally?


At present we are only shipping to the UK. We plan to offer delivery to Europe very soon.

How quickly should my order arrive?


For all orders we offer a choice of services providing different delivery speeds. We use Royal Mail and Parcelforce, and for each you have the option of selecting either a 24 or 48 service. The 24 services have a target delivery time of one day after dispatch, and the 48 services, two days after dispatch. All orders are sent via tracked services to keep you fully informed at all stages of delivery.If you need your goods urgently, please select either the Royal Mail Tracked 24 or Parcelforce 24 service at checkout. Please note that these delivery times are not guaranteed by the couriers and naturally delivery times are not under our control once orders have been dispatched.

How quickly do you dispatch orders?


We know you want to get your order quickly, so we try our best to dispatch all goods on the same day your order is received if at all possible.

Returns

What is your returns policy?


We want you to love your purchases from Secret Yarn Stash. If you are not completely satisfied, you may return the item within 30 days of receiving it for an exchange or refund. All returns must be agreed beforehand, please contact us let us know the reason for your return and your order number. Please note that sale items, needles, crochet hooks and patterns are non-returnable.

How do refunds work?


If you would like to request a refund, then please contact us immediately by emailing service@secretyarnstash.co.uk. If your refund application is accepted, we will send your payment back directly, via the method you used to purchase the items. The agreed refund value will then arrive within 5 - 10 working days (this is the processing time required by the bank for card refunds; we are not in control of the length of time taken by the bank).