Terms & Conditions

ORDERING

All items offered on our website are subject to availability. To purchase any of the items on our Web Site, click the 'Add to Basket' button shown on each product page. When you place an order to purchase a product by clicking the button 'Order Now', we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you that we've accepted your order or dispatched the product to you. The contract will be filed.

Please note we do not ship Saturdays and Sundays, our offices are not open at the weekends.

Goods are sent Ex Works, meaning the responsibility of the goods pass to you once they leave our warehouse.

Mistakes happen, we work hard to ensure your orders are accurate and precise, but it is very important that if you notice a mistake with your order that you notify us within 3 working days of receipt. We cannot take responsibility for what happens to your order once you have received it, and we expect you to take responsibility and check your orders on receipt of delivery.

Please note that any goods which are faulty must be returned to us for assess before a refund can be given, we cannot under any circumstances refund orders without having first inspected the problem.

We are not responsible for what happens to your shipments if you do not provide us with your correct address. We also cannot be responsible if you change your address and do not inform us. We do NOT ever use the address listed on Paypal, therefore clear communication of your address is very important.

Please note that Bluefaced is not linked to Chester Wool, this means that we do not take the data from one to the other, they are classed as separate businesses. If you order through Bluefaced, you will still need to provide address or contacts for Chester Wool orders.

WHAT HAPPENS IF MY ORDER DOESN'T ARRIVE?

Please send us an email if you are expecting an order and it hasn’t arrived when you anticipated.

UK:

The majority of our orders are shipped via the Royal Mail on a non tracked 1st class service. We aim to dispatch our orders as quickly as possible but please note due to our closing hours we do sometimes miss the last post of the day and therefore your order will be dispatched on the first post the next working day. Please leave a few days for your order to arrive and remember nothing is dispatched over the weekend.

Alternatively if your order qualifies for courier shipping we aim to provide a 24-hour delivery service in the UK, and you should receive a Parcelforce email with tracking information, in addition we can add your mobile number for SMS alerts. Parcelforce however does not always manage 24 hours, and it can sometimes be 48 hours instead. We encourage you to treat the service as a 48 hour one. Parcel Force does not deliver on the weekends on our standard service.

Europe:

The majority of our European orders are again dispatched via the Royal Mail on an International Standard service which does not offer tracking. Please leave at least two weeks for your order to arrive as that is on average how long some European orders can take to arrive.

Alternatively if your order qualifies for courier shipping we offer tracking for all EU orders, therefore please let us know if you don’t have your package and we can investigate it. There may be some circumstances where we may need you to call the courier company in your country as the customer rather than the sender, but we will work with you on this to get your package.

BANK HOLIDAYS

Royal Mail do not deliver on a bank holiday so please bare that in mind when you are waiting for an order to arrive around the bank holiday that it might take a few extra days for them to clear the backlog of post they will have.

For courier order we find that around bank holidays Parcelforce slow right down, and struggle to process packages in timely manner. We would encourage you to order a few days in advance of what you normally would around bank holidays to avoid disappointment.

 


Cancellation

You have the right to cancel your order within seven working days of delivery (starting the day after you receive the goods) and return them for a full refund. This will apply to your order unless they have been damaged and not in the condition delivered. Should you cancel the contract we will then refund you the price you have paid for the goods. It is your responsibility to give notice of your wish to cancel within this cancellation period by email. You are under a duty to take reasonable care of the goods. The goods must be returned in saleable condition at your expense and we would recommend for your own protection that you use a recorded delivery service. Should you order, details of this right will be sent to you with your confirmatory e-mail.


After-sales services and guarantees

We will accept the return of any goods if returned in their original condition within 14 days of purchase. Any complaints regarding the goods or services supplied should be made to yarn@chesterwool.com. You can also call us on  +44 (0)7546 948 378 our normal office hours are 8:30am - 4.00pm Monday - Friday.

 

Terms and Conditions do not affect any of your statutory rights