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  • Terms & Conditions

    This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the products ("Products") listed on our website www.tangled-yarn.co.uk ("our site") to you. Please read these terms and conditions and the schedule hereto (which shall be deemed to form part of these terms and conditions) carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions. You should print a copy of these terms and conditions for future reference.



    1.1 www.tangled-yarn.co.uk is a site operated by Tangled Yarn Limited ("we").  Our main trading address is 81 Coppice road, Poynton, Stockport, Cheshire SK12 1SL. Our email address is enquiries@tangled-yarn.co.uk, telephone number 0161 217 0858. We are registered in England and Wales under company number: 7553026 and our registered office is 17-19 Park Lane, Poynton, Cheshire SK12 1RD.



    Our site is only intended for use by people resident in the United Kingdom, Europe, Australia, Canada, Japan, New Zealand and the USA(the "Serviced Countries"). We do not accept orders from individuals outside those countries.



    By placing an order through our site, you warrant that:

    you are legally capable of entering into binding contracts;

    you are at least 18 years old;

    you are resident in one of the Serviced Countries; and

    you are accessing our site from that country.



    4.1 After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched. The contract between us ("Contract") will only be formed when we send you the Dispatch Confirmation. For your information only, but without constituting any commitment on our part, we may also send you an email to confirm when the Product has been picked and packed.

    4.2 The Contract will relate only to those Products whose dispatch or agreement to provide we have confirmed in the Dispatch Confirmation. Each Dispatch Confirmation shall accordingly constitute a separate Contract.

    4.3 If we cannot provide the Products you order, we will give you the option to cancel your order or place an alternative order.

    4.4 We reserve the right to make any changes in the specification of Products which are required to conform with any applicable statutory requirements.



    5.1 You have the right to cancel your order anytime up until and including 14 days after delivery.

    5.2 For a full refund, you must contact us in writing (by email or letter) within 14 days and the Products must be returned unopened and in a resaleable condition.

    5.3 You will be responsible for the cost of returning the goods. We cannot be liable for returned goods which are lost or damaged in transit, so please ensure you use a recorded delivery service and insure the items for their value. The orginal postage charges are non-refundable.

    5.4 Refunds are handled as quickly as possible but do allow 5 working days. Your refund will be made to the payment method originally used so either PayPal or credit/debit card.



    6.1 For deliveries to the UK we use Royal Mail. For deliveries to Europe and the rest of the World, we use Royal Mail Airmail. We post on Monday to Friday with the exception of Bank Holidays when orders are sent the following working day, your order will normally be dispatched on the day you order or the following day depending on the time your order is placed. We will email you to say that your order has been dispatched. We can not be held responsible for any delay caused by Royal Mail.



    7.1 The Products will be at your risk from the time of delivery.

    7.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.



    8.1 Prices and delivery costs are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

    8.2 Payment for Products must be made at the time of placing your order.

    8.3 Payment for all Products must be by credit or debit card or PayPal and in £ sterling (United Kingdom). We accept payment with Visa, Mastercard, Maestro, JCB, Visa Electron and PayPal. Your card will be debited at the time of placing your order. When paying, the person placing the order must be the credit or debit card holder or have the credit or debit card holder's authorisation. If the credit or debit card holder later denies authorisation, you may be charged with a criminal offence.

    8.4 We do not store credit card details nor do we share customer details with any 3rd parties.

    8.5 If you fail to make any payment on the due date then, we have to right to cancel your order. should you experience a problem checking out, then please contact us.

    8.6 Only one discount code may be used per order placed; this includes free shipping, an offer for a free pattern and special offers.

    8.7 Discounts, including free shipping can be withdrawn without notice.



    9.1 In addition to your rights under clause 5.

    9.2 Should you be dissatisfied with your order, you may return it to us unused, with its original tags or labels, within 30 days from the purchase date. Please initiate a return by emailing us at enquiries@tangled-yarn.co.uk

    9.3 You must return the Products in their original packaging to Tangled Yarn, 81 Coppice Road, Poynton, Stockport, Cheshire SK12 1SL. Please include a copy of the original order number and your name. We advised that all returns be sent record delivery, as we cannot be responsible for any lost packages. You may also request a return label. The cost is deducted from any refund or store credit.

    9.4 We will reimburse any delivery costs incurred when returning faulty Products and will send replacement Products at no cost to you.

    9.5 We do not offer a skein winding service, however, if requested we will happily wind skeins for you, time permitting. Any skeins however that have been wound into cakes are non-returnable.

    9.6 We do not offer refunds for PDF downloads or on sale items. Where sale items are returned there will be a 10% restocking fee charged.

    9.7 Knitting needles, crochet hooks, gift cards, patterns, magazines, PDF downloads and books are non-returnable unless faulty.

    9.8 Should you return part of an order where a discount has been applied relating to a multiple buy offer and the multiple offers no longer are applicable, then your refund will take this offer into account, and a refund will be given accordingly minus the original discount.

    9.9 It can take five working days for a refund to be processed.


    10.1 If your order arrives damaged, please email us at enquiries@tangled-yarn.co.uk within 7 days of receipt.

    10.2 We will request you send pictures of the fault or damage for us to access.

    10.3 If in agreement, we will ask you to return the product in its original packaging for a full refund, including the original shipping charges. We will send you a returns label at no charge.

    10.4 Knots in yarn are not deemed a fault. Up to three knots are considered acceptable to the industry standard. If you receive a skein or ball with more than three, please email us at enquiries@tangled-yarn.co.uk


    11.1 If a UK parcel has yet to arrive within 3 working days, please check with your sorting office to find out if they are holding a parcel for you.
    11.2 All parcels are sent tracked and don't require a signature in the UK; some counties, however, will require a signature.
    11.3 We can only make a claim against the Royal Mail after 15 working days have passed from the posting date, so don't offer refunds or replacements for this period. Almost every parcel does turn up within 15 working days, so while we appreciate that it's hugely frustrating, we'll ask you to wait. European parcels are not considered missing by the post office for 20 working days, and for the rest of the world, it is 25 working days.
    11.4 We can not be held responsible for missing parcels where the customer has provided the incorrect address. A refund will not be issued when the customer has provided incorrect details.
    11.5 Where an order is returned by Royal Mail undelivered, we will give you the option to have that order resent. There will, however, be an additional charge for redelivery if an order has not been collected from the sorting office or the wrong address has been provided.
    11.6 When an order is placed with an incorrect or incomplete postal address resulting in failed delivery and is subsequently returned to us a refund for the postage can't be issued.


    12.1 If you order Products from our site for delivery outside the United Kingdom, they may be subject to import duties and taxes, which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please get in touch with your local customs office for further information before placing your order.
    12.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.


    13.1 All the information on our website is accurate to the best of our knowledge. However, we cannot guarantee that all product descriptions are current and error free. We will correct errors as soon as they are brought to our attention. Colour names and swatches are for your convenience only. Because of the difference in which computer screens display colours, the colour that you see may not match the actual colour of the yarn.
    13.2 Some hand-dyed yarns that have been dyed using natural dyes may vary in weight by + or - 10%, they are however sold on the basis of length.


    14.1 Tangled Yarn Gift Vouchers can be redeemed towards the purchase of items currently featured on the Website (subject to stock availability) including postage costs. When redeeming Gift Vouchers, the unique code stated on the gift voucher will need to be entered on the shopping cart page. If the goods purchased exceed the amount on the Voucher, the balance must be paid when the Gift Voucher is redeemed. Gift Vouchers cannot be used in conjunction with promotional coupon codes. Gift Vouchers cannot be applied retrospectively. Multiple Gift Vouchers can be redeemed per order. Gift Voucher codes may be used more than once until the balance is zero. Gift Vouchers are non-exchangeable and non-refundable. It is the responsibility of the customer to ensure their email address is correct. Gift Vouchers sent to an incorrect address cannot be cancelled or refunded once redeemed. Tangled Yarn will not be responsible if a Gift Voucher is lost, stolen, corrupted, destroyed, deleted or used without permission. Tangled Yarn reserves the right to change any of these terms and conditions from time to time without notice and to take appropriate action, including cancellation of the voucher if, at its sole discretion, it deems such action necessary.


    15.1 Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our site. For contractual purposes, you agree to this electronic means of communication, and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

    16. NOTICES

    16.1 All notices given by you to us must be given to Tangled Yarn Limited at 81 Coppice Road, Poynton, Stockport, Cheshire SK12 1SL or e-mail enquiries@tangled-yarn.co.uk. We may give notice to you at either the e-mail or postal address you provide to us when placing an order, or in any of the ways specified in clause 13 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.


    17.1 We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents that you have relied upon, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.


    18.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.

    18.2 You will be subject to the policies and terms and conditions in force at the time that you order Products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you that have not yet been fulfilled), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within 7 business days of receipt by you of the Products.


    Contracts for the purchase of Products and/or Services through our site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.