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Frequently Asked Questions

Ordering

Products

Dyelots

Payment

Privacy & Security

Delivery

Returns

Gift Vouchers and Discount Codes

Downloadable Products

Other

Ordering

How do I buy an item?

You can buy an item in one of two ways:

Our very easy to navigate website is designed to give you the best possible shopping experience.

Before you make an order, you will need to browse or search for the item you are looking for. Use our accessible drop down categories and search via yarn, patterns, book, needles, buttons or accessories.

To see a product description, click on the item to view the relevant details. Type in the quantity you would like to buy and click ‘Add to Basket’. If you leave the quantity box blank, it will automatically add one item. Once this button is pressed, it will take you to your shopping basket; you can then either choose to continue shopping which will take you back to your initial page for you to start the process again or you may proceed straight to checkout.

Once at the checkout you have the choice to sign in as a guest or register as a customer. If you are not already a registered customer and would like to be one, click continue and enter your details when prompted. You may also go through checkout as a guest by highlighting the Checkout as a Guest option, in which case none of your details will be saved.

Follow the instructions; you will be able to review your order before your payment goes through and amend or cancel it if necessary.

Alternatively, you can call our Customer Service Team on 0800 488 0708 and they can place the order on your behalf or talk you through the process.


Products

Do you stock whole ranges?

Yes, we do. We are the only online knitting retailer to supply the entire ranges of all the big brands such as Debbie Bliss, James C. Brett, King Cole, MillaMia, Patons, Peter Pan, Robin, Rowan, Sirdar, Sublime, Stylecraft, Twilleys and Wendy.


What do you have in stock?

With over 100,000 items in stock, most of our products are available for same day despatch. However, if a product is temporarily out of stock or you’d like a large quantity, we may be able to back order the items for you. If a product is to be backordered, this will be clearly indicated in your shopping basket prior to checkout, along with an estimate of despatch.


What if the item I need is out of stock?

If you cannot find the item you are looking for, please contact our Customer Service Team who will be more than happy to tell you if and when it can be expected to come back into stock.


Can I be notified when an item is back in stock?

Yes, our Customer Service Team will gladly notify you when an item is back in stock.


 

Is what I see on the website an accurate representation of what I will receive?

Every effort is made to ensure the items you see on the website are a true match to the items you receive. Should any discrepancies arise, items are amended accordingly. Please note, shades may vary depending on your computer monitor.

All photographs and visuals on the website are copyright protected.


How do I know my order has gone through?

Once an order has been placed, you will receive a confirmation email to tell you your order has been received. Please use this to check that your order details and delivery address are correct. If you have not received an email from us, please contact our Customer Service Team on 0800 488 0708 or email [email protected] They will be able to give you confirmation of your order direct.


I forgot to add items to my order, can you add them?

We cannot add items to an order, however if you contact our Customer Service Team within 24 hours of placing your order, they may be able to raise an additional order for you and waive the postage charge.


I ordered the wrong colour/brand/item, can I exchange/return?

Yes, we offer a 30 day no quibble return policy, so if you ordered the wrong item, we’ll be more than happy to offer you an exchange or refund. Please see Returns for more information.


Can I change my address once my order’s gone through?

Unfortunately this is not usually possible, but please call our Customer Service Team on 0800 488 0708 who will do their best to help.


Can I use a different delivery address?

Yes, at checkout you will be able to use a separate delivery address to your billing details.


Can I cancel my order?

If your order has not been processed, we may be able to cancel your order before it is despatched. Please call our Customer Service Team on 0800 488 0708 for more information. If your order has already been despatched, please follow the usual returns procedure.


Dyelots

Will my order be picked from one dye lot?

We only ever fill an order for yarn from one dye lot.


I need to purchase a particular dye lot to complete a garment, how can I do this?

We can check the dye lots we have available. Please contact our Customer Service Team on 0800 488 0708 and if we have the dye lot you require, we’ll be happy to take your order for you over the telephone.


I’ve run out of yarn and need to match the dye lot, what can I do?

We will do our best to match any dye lot issues for you; however we are unable to guarantee dye lot matches if we are awaiting new stock.


Payment

Are the prices shown in US/AUS/NZ dollars?

To view our website in the correct currency, you will need to ensure that you are viewing the website in your local store format. To do this, please select the country you reside in from the top left hand corner of the screen.


Will I be billed in my own currency?

As long as you are viewing our website in your local currency, you will be billed in your own currency. To view our website in the correct currency you will need to ensure that you are viewing the website in your local store format. To do this, please select the country you reside in from the top left hand corner of the screen.


I wish to shop in euros but my country is not listed as a local store. What can I do?

If you would like to shop in euros, please select Europe from the list of countries in the top left hand corner of your screen. All prices will then change to euros and you can proceed with your order in the normal way.


Do I need to register to place an order?

You do not need to be a registered customer to place an order. However we do recommend you register as a customer for easy access to your account and order history. Should there be a problem, you are able to log in and go through checkout as a guest. If you check out as a guest, none of your details will be saved.


If I’m a registered customer, am I automatically signed up to the Newsletter?

Registering as a customer does not automatically mean you are signed up to our Newsletter. If you would like to receive regular updates by email, including special offers and the latest deals click here. Alternatively, there is a box at the very bottom of our homepage for you to enter your email address.


What types of payment do you accept?

We accept all major debit and credit cards as payment, including Visa, Mastercard and American Express. We also accept payment via PayPal.

Unfortunately we are not able to process orders using Laser, Diners Club or JCB cards, or via cheque or postal order.


Privacy & Security

How do I know ordering with you is safe?

We take the security of personal customer information and payment details very seriously.

All of your personal details are transferred to us using 128-bit SSL encryption and can only be accessed by us so that we can process your orders. Your credit or debit card details will never be stored.

We promise to protect your privacy. We will only use the information that we collect lawfully and in accordance with the Data Protection Act 1998. We collect information about you so that we can process your orders and provide you with the best possible service. We do not make unsolicited telephone calls, send post or email you unless requested. At all times you have the opportunity to opt out of future mailings. The information we hold will be accurate and up to date. You can check the information that we hold about you by contacting us. If you find any inaccuracies we will delete or correct it promptly.

Cookies are used on this site to hold information to help make your shopping experience with us better. The cookies used on this website do not store any personally identifiable information.

For more information on privacy, please see our full Privacy Policy.


Delivery

What is the cost of delivery?

The cost of delivery is calculated during the checkout process based on the delivery location. For more information please visit our Customer Service page.


How is my parcel being delivered?

All of our UK parcels are despatched using our fully tracked courier service and are guaranteed to arrive within 2 working days. To track your parcel’s progress, visit the myhermes website with your tracking number. Your tracking number can be found in your order confirmation email. Please note orders containing multiple items from across our warehouse locations may be despatched in separate packages. Letters and large letters are sent via Royal Mail First Class post and should arrive within 1 – 3 working days. Orders outside the UK are sent via Airmail and will be delivered by the usual postal service in the destination country.


When can I expect my delivery?

UK – Parcels are despatched to the UK using our fully tracked courier service and are guaranteed to arrive within 2 working days. To track your parcel’s progress, visit the myhermes website with your tracking number. Please note: Letters and large letters are sent via Royal Mail First Class post and should arrive within 1 – 3 working days.

Please note: Although there is a good chance your order could be delivered the next day, we do not guarantee next day delivery.

Europe – Orders should arrive within 5-7 working days (excluding day of despatch).

Rest of the World – Orders should arrive within 10-14 working days (excluding day of dispatch).

USA and Canada – Orders to the US and Canada vary considerably in delivery time, from a few days to a few weeks. One reason for this is the increased security measures imposed on passenger airlines carrying cargo to the US and Canada.


Where is my order?

UK – You can track your parcel by clicking here and entering your 16 digit tracking reference which can be found in your order confirmation email. If you need any assistance, please email our Customer Service Team on [email protected], or call us on 0800 488 0708 between 8am and 6pm, Monday to Friday or between 9am and 5pm Saturday. Please note: Letters and large letters are sent via Royal Mail First Class post.

Rest of World – If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Service Team on [email protected], or call us on +44 1795 668144 between 8am and 6pm, Monday to Friday or between 9am and 5pm Saturday, UK time.

Please note: Royal Mail does not class a UK order as missing until 15 days from the date of despatch. For orders outside of the UK, this period rises to 30 days from the date of despatch.


Returns

What are the return/replacement policies?

We currently issue a 30 day no quibble return policy from the date that you receive your order, provided that the goods are returned in a saleable condition. This is in line with The Consumer Protection (Distance Selling) Regulations 2000.

We are happy to refund or exchange your order, but we are unable to provide credit notes.


How do I return an item?

If you are unhappy with your goods, you can return them for a full refund, providing they are in a saleable condition, within 30 days of receipt. Please remember to include a brief note to explain the reason for return.

The buyer is responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing.

Deramores (Returns)
Units 5-9 Tomas Seth Business Park
Argent Road
Queenborough
ME11 5TS
United Kingdom

If you require an exchange, do give our Customer Service Team a call to discuss this further.


My item is faulty, what do I do?

Should you receive a faulty item, please contact our Customer Service Team and they will be more than happy to reissue your postage costs and offer you either a full refund or a replacement.


I’ve received the wrong item, what do I do?

Contact our Customer Service Team to make them aware of the error. They will then arrange for the return of the wrong item and issue either an exchange or full refund.


One of my items is missing, what do I do?

If one of your items is missing from your order, please contact our Customer Service Team and they will send it out to you, free of charge.


Why have I only received part of my order?

We despatch from multiple warehouses so in some instances you will receive your delivery in several shipments. Also for overseas customers, some orders will be too large to fit into one package due to Airmail restrictions. For theses orders please check the address label on your parcel to see if there is a 1 of 2 (1/2), 2 of 2 (2/2) etc. This will determine how many parts have been posted. We cannot guarantee that orders sent out in multiple packages will be delivered at the same time.


When can I expect my refund?

Once your refund has been confirmed, you can expect the payment to be in your account within 2-3 working days.


How do I exchange my item?

UK – Please contact our Customer Service Team who will be more than happy to exchange your item for you. Once your item has been returned to us, we will send your new item to you via our fully tracked courier service, guaranteed to arrive within 2 working days.

Rest of World – Please contact our Customer Service Team who will be more than happy to exchange your item for you. Once your item has been returned to us, we will send your new item to you by Airmail.


Gift Vouchers and Discount Codes

Where do I put my Gift Voucher/Discount code?

On the Shopping basket page, above your items, there is a box for your code. Simply type in the code, click ‘Submit’ and your discount will be deducted from your order.


Why doesn’t my Gift Voucher/Discount code work?

There are several reasons for a coupon code to not work:

  • Check that the spellings and numbers are correct.
  • Check the expiry date.
  • Check the coupon is valid for the items in your order.

If all of these are correct and you are still having problems, please contact our Customer Service Team and they will look into this directly for you.


What is a Gift Voucher?

Our Gift Vouchers are a pre-paid set amount of credit that can be used against any purchase across the website. All Gift Vouchers will be sent to your registered email address. Your email will contain a code which can be used instantly for purchases across the website.


How long is my Gift Voucher valid for?

Gift Voucher codes are valid for 12 months from date of purchase.


When can I expect to receive my Gift Voucher?

You should receive your Gift Voucher code within 60 minutes after your order is confirmed. If you haven’t received your email within 2 hours from confirmation, please contact our Customer Service Team who will be able to look into this for you.


Downloadable Products

What is a downloadable pattern?

Our paid-for downloadable patterns are digital versions of patterns that can be downloaded as a PDF onto your computer. All purchased pattern download links will be sent to your registered email address in your order confirmation email. Links to any purchased patterns will also appear on the order confirmation page. If you sign in to a registered account when purchasing pattern downloads, they will also be available in your account under ‘My downloadable products’.


How quickly will I receive my downloadable pattern?

Instantly! As soon as you purchase a downloadable pattern, a link to the product will appear on the order confirmation page, ready for instant download. All purchased pattern download links will also be sent to your registered email address in your order confirmation email. If you sign in to a registered account when purchasing pattern downloads, the access links will be available in your account under ‘My downloadable products’ too.


How many times can I access my downloadable pattern?

Downloadable products can be accessed a maximum of three times. It is best to save your purchased pattern download to your computer to ensure that your copy is stored.


How do I save my downloadable pattern?

Once a downloadable pattern is opened in a PDF, you can save it to your computer to access as many times as you like. To do this, simply click on ‘File’ in the top left hand corner and then select ‘Save As’. You can then choose a location on your computer to save it to.


Why can I not open my downloadable pattern?

To open up a pattern download, you need to have the latest version of Adobe Reader on your computer. To get Adobe Reader, click here and follow the instructions on the screen.


Other

What are your opening hours?

Orders can be made via the website 24 hours a day, 7 days a week.

For customer service we are available Monday to Friday, 8am-6pm and Saturday 9am-5pm UK time.


I would rather talk to someone when I place my order. Can I do this?

Yes, our Customer Service Team will be happy to place your order for you over the telephone. Please call 0800 488 0708 for assistance.


I need a large amount of yarn to make my garment. Can you help?

Yes. Please contact our Customer Service Team on 0800 488 0708 who will be happy to help meet your needs.


I’m a beginner knitter / crocheter, where do I start?

We have a great choice of skills and techniques books for beginners on the website. Alternatively, if you would like something more visual, we have created a selection of easy-to-use tutorial videos to help get you started. To view the videos, click here


Do you have a knitting needle conversion chart?

We do! Find out what size knitting needles you have and what size you need with our helpful knitting needle conversion chart.


What size crochet hook do I need for my yarn?

Use this helpful crochet hook size guide to choose the right hook for your yarn.


Do you have a catalogue?

Deramores is an online retailer. With our ever-expanding stock and weekly offers, it is not possible for us to keep an up-to-date printed catalogue with all of our products and prices.


Do you send out samples/shade cards?

We cannot provide samples or shade cards. Every effort has been made to ensure products are represented on our website as accurately as possible. If you feel the colour is not as expected, we will be more than happy to issue an exchange or refund.


I’ve discovered a knot(s) in my yarn. Is it faulty?

Manufacturers do their best to minimise joins in yarn, but it does happen occasionally. This does not mean your yarn is faulty. If you find you have received a particularly ‘knotty’ ball please contact our Customer Service Team on 0800 488 0708 who will be pleased to advise.


None of these answer your question?

We take great pride in offering the highest level of service to our customers all over the world.

If you cannot find an answer to your question, please contact our Customer Service Team on 0800 488 0708 for more information or email [email protected] They will aim to respond to you within 48 hours.