Wensleydale Aran, DK and 4Ply Yarns


Frequently Asked Questions…

How do I place an Order?

To purchase any of the items browse the Shop pages, select the product you require, select the quantity (and colour/packaging etc. on the drop down menus, if present), then click the add to basket/cart button, and the item will be added to your basket/cart. When you have selected all the items you wish to purchase, click on ‘Proceed to Checkout’ in your basket/cart.

You will need to provide an email address in order to receive a receipt. You will also need to review and accept our Terms and Conditions (which includes our Privacy Policy) at Checkout. You can optionally create an Account to store your details, track your order history, delivery tracking (when available) etc. (see the My Account menu). Having an Account also facilitates faster checkout for further purchases.

You can select to pay securely, either via Card payment or PayPal options. Also, if you have a payment card registered with Apple Pay or Google Pay, you will see a button allowing you to pay by these instant payment methods too, on supported mobile devices or signed in browsers (e.g. Apple Safari or Google Chrome).

If you are having issues in completing Checkout, please allow our website in any Ad Blockers you have active in your browser as these can prevent some pop-up screens that may be required to complete the purchase.

Having difficulty ordering or have made a mistake? Please contact us and we will help you fulfil your order or fix any issues.

Can I pay by Credit or Debit Card?

Yes. We use Stripe as our secure online Card Payment Provider. They accept most major cards including Visa, Mastercard and American Express cards (may vary by country). These can be a Credit, Debit, Charge or Prepayment card.

Any card details entered are securely transmitted to the payment provider and are not seen or retained by us, thus ensuring your privacy. 

Just select the Card payment option on the Checkout page then enter your card details: Card Number, Expiry Date and CVC (card code).  For Visa/Mastercard, the three-digit CVC/CVV number is printed on the signature panel on the back of the card. For Amex, the four-digit CVC/CVV number is printed on the front of the card above the card account number.

You have an option to save payment methods if you create an account with us.

If you encounter any issues try paying using the PayPal option (see below). You don’t need an account to use this service.  Otherwise contact us and we will help you.

Can I pay by PayPal?

Yes. We give you the option to pay securely via PayPal. Select the PayPal option on the Checkout page. You will then be presented with the PayPal payments page.

To pay with a PayPal account you can login to your PayPal account.

You can also choose to pay by Credit or Debit card, if you don’t have a PayPal account (or prefer not to use it). Cards accepted include Visa, Mastercard, Maestro and American Express (may vary by country). If you are not using a PayPal account please use a card and email address that is not already registered with PayPal, to avoid any transaction authorisation issues.

Any card details entered are securely transmitted to the payment provider and are not seen or retained by us, thus ensuring your privacy. 

If you encounter an issue with PayPal try paying using the Card payment option (see above), or contact us .

How are Shipping costs calculated?

Shipping / Delivery charges (which include Postage and Packing) are a ‘Flat Rate per order’ based on Royal Mail standard ‘small parcel’ prices for UK up to 2 kilograms (4.4 lbs) in weight, including packaging.

International shipping is Flat Rate based on Royal Mail standard ‘small parcels’ Shipping Zones prices, up to 1.5 kg (3.30 lbs) in weight, including packaging.

Our website, will try to detect your approximate location (country) and display an estimate of Shipping charges in your Basket/Cart. When you select your Country on the Checkout page the relevant shipping charge will be confirmed. Being flat rate there is usually no increase in postal charges for more items in the same order. However, if your single order is over the shipping weight (above), or the package size will exceed the Royal Mail ‘small parcel’ dimensions, we may split your order and dispatch items separately, or contact you regarding shipping options and possible additional charges.

If only ordering small amounts or small items we will refund any excess postage charges, at time of dispatch.

Orders over £60 shipped to UK addresses will qualify for Free Delivery (excludes some Clearance items). The free shipping option will be available to you in your Basket/Cart and at Checkout, if your order qualifies. However, if your single order is over 2 kg (4.4 lbs) in weight (including packaging) we may contact you regarding delivery options including possible additional charges.

If you can travel to our Shop then you can elect to Collect from Store at Checkout and avoid the Shipping charge. Please allow until the next business day before collection, or call us before arriving earlier.

Note that Shipping charges are based on the Shipping address entered not the Billing address (if different).

No Shipping charges apply to downloadable items, such as Patterns and they are available for immediate download.

How do you handle Taxes?

Our website, will try to detect your approximate location (country) and displays prices inclusive of Value Added Tax (VAT), if eligible. Otherwise, you will see prices excluding VAT. These are only estimates. Once you select your Country on the Address part of the Checkout page then the correct tax (if any) will be shown.

Outside of the UK, Northern Ireland and Isle of Man this usually means no tax (VAT) is payable on your order. However, local import duties and/or taxes may be payable over which we have no control. You may be contacted by Customs or Courier for payment prior delivery. 

Tax calculations are based on the Shipping address entered not the Billing address (if different).

How are orders from the Channel Islands handled regarding taxes?

If you are in the Channel Islands then select either Jersey or Guernsey as your Country on the Checkout page, instead of United Kingdom (UK). This will ensure that you get VAT free pricing.

Do you ship to all countries?

We ship most products to most countries and regions. However, if ordering natural unprocessed products, such as fleeces, please check your local country import regulations to avoid any delivery issues. Some countries do impose restrictions.

We may not ship particular items if we become aware of any restrictions that would result in the order being returned to us by Customs. In which case we will contact you.

Please note, from 1 January 2022, we have suspended shipping to EU countries, for now, due to increasingly onerous export processes between the UK and EU post Brexit and risk of non-delivery. We will keep this under review. Virtual products, such as Patterns and Gift Vouchers are unaffected and can still be purchased online.  Trade customers in the EU should contact us to discuss delivery options, which are still possible under certain conditions.

Why does my Discount / Voucher Code not work?

Make sure that the code you are entering is correct. It is easy to mistake a 1 (one) for an I or a 0 (zero) for an O! Codes are not case sensitive. Some codes will have exclusions, such as Sale or Clearance items, and most have an expiry date.

Why can’t I find the Pattern I have purchased and downloaded?

To download your purchase:

Either click the Button in the Downloads section of your Order Received page, or click the link in your order confirmation email.
You can also access the link, at any time, if you have created an online account and login.

A PDF document will be downloaded to your device, which you can click to open, save, read and print (you will need a PDF reader app, such as Acrobat or similar).
Make a note of where the document downloads to, so you can find it again. Depending on your device and browser it could be a Downloads, Docs or Files folder, or even your Desktop. To access files downloaded onto most smartphones or tablets you will need to click on the Files (or My Files) icon then click on the Downloads folder.

I haven’t received an Order Confirmation email

If you have not received an Order Confirmation email within a few minutes of completing your order, please check your Spam or Junk folder. Emails will come from sales@wensleydalelongwool.co.uk.

Or, did you mistype your email address when completing your order? If so, let us know and we will correct the details on your order.

You should get two automated emails in total related to your Order. We send an email when an Order has been confirmed as paid and an Order Completion email once we have despatched your Order to you.

My parcel has not been delivered

For UK orders, Royal Mail usually deliver within 3 working days from despatch date. However, they advise to allow 10 working days after the due delivery date before tracing a missing parcel.

For International orders, delivery is usually within 3 – 5 working days (6 – 7 outside Europe) after despatch date. However, please allow 20 working days (25 for countries outside Europe) after the due delivery date before querying a missing parcel.

During seasonal busy periods, such as Christmas, deliveries may take longer. Please try to purchase in good time to ensure timely delivery during these busy periods.

What is your Privacy Policy?

We treat your personal data seriously and comply with strict UK and EU Privacy and Data Protection laws. We seek to apply these to your personal data regardless of your location.

Our Privacy Policy can be reviewed here: Privacy and Cookie Policy

Are all your products online?

We have a broad selection of products for sale in our online store. We suggest you email or call us, if you can’t see what you want. However, we are frequently adding to and updating our website, so please keep checking, join our Newsletter mailing list or follow us on social media (Facebook, Twitter, Instagram and YouTube), where we announce new products, bargains and promotions.

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Do you attend Wool Shows and Yarn Festivals?

Yes you will find us at a number of Wool and Yarn Shows and Festivals throughout the year. Check our Wool Shows page for details of Upcoming Events. We also publish details in our Newsletter and Blog nearer the time.

What is Wensleydale wool?

Wensleydale Sheep are large and have long curly fleeces. Fleeces are typically 8-12 inches (20.32-30.38 cm) long and are entirely kemp free. The rare breed Wensleydale Sheep produce the finest and most valuable lustrous Longwool in the world.

We worsted spin the yarn to make the wool even finer and more even.

What are your Shop Opening Hours?

The opening hours for our Wool Shop in Leyburn, North Yorkshire can be found by clicking here.

How do we keep in touch?

You can keep in touch with us by subscribing to our email Newsletter and/or following us on Social Media – where you will find us on Instagram, Facebook, X (formerly Twitter) and YouTube. We’d love you to share your projects with us.

Please be assured that when you subscribe to our Newsletter you will not be inundated with emails. There are usually no more than one or two per month and only if we have some useful information (such as Wool Shows or new products) or bargains to share with you.

Last Updated on 03/04/2024