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 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 methods too, on supported mobile devices.
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 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.
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.
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 will need to login to your 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.
To pay by credit/debit card via PayPal, without using a PayPal account, use the ‘Checkout as a Guest‘ option at the bottom of the PayPal login page. You will then be prompted to enter your card details. Any card details entered are securely transmitted to the payment provider and are not seen or retained by us.
Once you have completed your order you may be presented with a page to enter your details so that PayPal will remember you next time. If you do not require this, then press the ‘Not Now‘ option at the bottom of the page to be returned to our websites Order Confirmation page. Please do not just close the PayPal page!
Note that there is an option to ‘Cancel and Return to Wensleydale Longwool Ltd.‘ at the bottom of the PayPal payment page, should you need to revise or review anything before payment. Please do not just close the PayPal page!
If you encounter an issue with PayPal try paying using the Card payment option on our Checkout page (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.
UK orders over £50 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.
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 is payable on your order. However, local import duties and/or taxes may be payable prior delivery, over which we have no control.
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.
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 for an I or a 0 for an O! Codes are not case sensitive. Some codes will have exclusions, such as Sale or Clearance items, and some have an expiry date.
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 email@example.com.
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 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.
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.
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.
Parcels to EU countries may take longer than previously due to new customs rules and checks.
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.
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.
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 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, 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 13/04/2021