Customer Service Promise

I know that no-one reads the full terms and conditions – they are very dull – so here are a few highlights and things you ought to know.

Shipping & Delivery
I endeavour to ship all orders on products in stock on the same or next working day, however during busy times this may take slightly longer. Please be assured that your order is a priority and I will get it out as soon as possible. I will of course keep you posted (no pun intended).
Within the UK you can choose from 1st and 2nd Class with options for Signed For also included. Please note that if the value of your item exceeds £20 you should choose a signed for option.  Otherwise you accept liability for the loss if the package goes missing. I will always provide a proof of postage.
If your order exceeds a subtotal of £75 (excluding shipping) then you can also apply FREESHIP voucher code. This does not apply during sales and will not work with other voucher codes. Free shipping will be via a tracked 3-5 day courier.
Flat rate to countries within the EU is £12 which includes track and trace, or £8 for standard air mail. If you choose the latter you accept liability if your parcel gets lost. USA is £15 and and the rest of the world is £18. Prices are subject to change.  I will always provide a proof of purchase if requested.
Privacy & Security
We are committed to respecting your online privacy and recognise your need for appropriate protection and management of any personally identifiable information (“Personal Information”) you share with us. “Personal Information” means any information that may be used, either alone or in combination with other information, to personally identify an individual, including, but not limited to, a first and last name, personal profile, a home or other physical address, an email address or other contact information. I totally value your privacy and guarantee not to pass your details on to anyone. I hate receiving unsolicited emails and post so be assured I will never do that to you. For more information on our privacy policy and how we use cookies please see our privacy policy.
Returns & Replacements
If you have made an order in error and the products have not yet been dispatched, please get in touch as soon as possible and I will arrange a full refund to your original payment method. 
If there is a fault with any of your purchases then please return it to me and I will either refund or replace your items. If you are unhappy with your goods, you can return them in a saleable condition within 30 days for a refund to your payment method, less the cost of postage. I do endeavour to make all the images as close as possible to the actual colour(s) of the yarn. However, everyone’s screen settings are different and you may find that the yarn you receive is not what you thought you have ordered, in which case please return it for a full refund.
If your purchase qualified for free postage, then I will deduct the cost of postage from the refund should the amount returned drop the value of your original order below the qualifying £75. You, the buyer, are responsible for the cost of the return postage, and I recommend that returns are sent by recorded delivery as I cannot accept responsibility should your items go missing.
Once the items have been received and checked I will refund you within 10 working days.
Please state your preference when returning your items. This does not affect your statutory rights.
Ordering
If you have purchased an item on back order I will let you know the expected despatch date.  This also applies to bespoke orders. Please note that bespoke orders must be paid for in full before any work is carried out.  Should you change your mind and decide you no longer need/want these items I will refund your payment less 20% for the inconvenience and the items will be made available for sale on the site. 
Wholesale Terms
Please contact me for details.
Payment
Payment is made via
PayPal – 
Credit card via Stripe.
Bank transfer (BACS),
Orchidean Yarns is a trading division of Luxury Yarns, and therefore all statements will reflect this.
Please be assured all methods are safe, your information is never seen by Orchidean Yarns. No financial information is gathered by Orchidean and we do not store any card details. 
If you choose to pay via BACS (bank transfer) your items will be placed on hold for 12 hours. Please email me with confirmation of payment I will hold the items until the money has cleared in my account. This is usually 2 hours, although can take several days for overseas customers.
Cash on collection is by prior arrangement only.
Pricing
All prices on the site are non-negotiable.
If the subtotal of your order exceeds £75 you will qualify for free shipping. Please see details above.
If the subtotal of your order exceeds £200 you can get a 15% discount by using the voucher code 883-urv-876
If the subtotal of your order exceeds £300 you can get a 20% discount by using the voucher code 835-dye-923
(please note that these codes only apply to stock items and are not valid for bespoke orders)
Other offers and promotions will from time to time be made on certain items, and products. These offers are non-transferrable, and are not usually applicable to any items in the Special Offers category as these products are already heavily discounted.  However, in the case of brand level discounts you can apply the discount to all items provided they have been selected from the main product window. In addition, these offers only apply to items that are in stock. I can not guarantee that the site will prevent you from ordering these items, but you will get a message in your basket to say that they are on backorder. I can not place orders for new stock at such discounted prices, so in the even that you proceed and checkout I will inform you immediately and refund your money. If this happens, I apologise in advance for your disappointment and inconvenience.
Customer Loyalty
I appreciate that there are lots of places where you can buy yarn, and I value your custom and your loyalty. 
  • 15% discount on your next order for writing a product review
  • £5 off your next order for sharing a photograph of your order or finished product on Social Media and tagging us (minimum order £25)
  • £5 voucher for recommending a friend who places an order, and they in turn will get 10% off their first order – please email me!

Please note that not al of these vouchers are not automatic. I will try and keep on top of it but if I have missed your tag or review please do not hesitate to get in touch!

Viewing Orders
If you created an account at login you can view your recent order history in the “My Account” section.
If you used a guest checkout you will be able to find your order details on your confirmation email. If you have lost this information please contact me and I will re-send your email.
Updating Account Information
Please keep your account information up-to-date to ensure that you don’t miss out on offers and promotions. Once registered your account will keep track of your wishlist, and items in your basket (so you don’t need to keep re-adding them like you do on some sites). However, the site will log you out after a period of inactivity so you will need to log back in again periodically.
GDPR
In accordance with the new General Data Protection Regulation your email address will only be stored in connection with your order. Unless you sign up to our mailing list you will only receive emails relating to your order, however this will include a follow up email around 1 week after your order is completed, asking you to review your products. For more information please see our Privacy Notice

Lastly – thank you for your interest in Orchidean Yarns. I hope that your experience with us means that you will come back again and again. If you have any suggestions or recommendations please do not hesitate to get in touch or call +44 (0) 20 8133 9336

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