FAQs

Got a question? We’ve listed some commonly asked questions here. However, if you can’t find what you need, please email or phone us and we’ll do our best to help.

  • I keep getting an error message when I try to log into my account

For GDPR reasons we only keep your account data for a maximum of 12 months after which time it is removed from our system. You may still place an order, however, if you could use the guest checkout and tick the ‘create account’ box you will be able to re-instate your account. If this does not resolve the problem, please let us know by email or phone.

  • Can I place an order if I’m based overseas?

 

We are very happy to accept overseas orders, however, as there are so many different couriers and posting options, to make sure we give you the best choice (we only charge postage at cost), we ask you to email us with your order and we will give you a range of posting services

  • How long will it take to post my order?

Orders are normally posted within 2-3 workings days, however, this can be longer if we are trading at shows or away teaching. If you need an order for a specific date, please let us know and we will do our very best to accommodate any requests.

  • My order is urgent. Can I pay for faster delivery?

If an order is urgent, we will try where possible to offer next day delivery and any additional charge is based on the cost to us from the Post Office.

We can process any additional charge (including adjusting for postage as appropriate). either by taking card payment over the phone or we can send a paypal request.

Important: Please note that, where we send a paypal request the order will only be posted once payment has been received. 

  • I forgot to include something in my order. Can I add it later?

Providing the order hasn’t gone to the Post Office we can usually amend an order but do let us know as soon as possible. We can process any additional charge (including adjusting for postage as appropriate), either by taking card payment over the phone or we can send a paypal request. Please note that, where we send a paypal request the order will only be posted once payment has been received.

  • My order is for a gift. Please could you not include the price details with the order?

Yes, we can send an acknowledgement without prices. Please let us know if you would like this service.

  • I’d like to order a gift but I’m not sure what to get. Do you offer gift vouchers?

We do! You can find a range of gift vouchers here. We can send your voucher by email direct to the recipient on the special day and you can include a personalised message.

Alternatively, we can send you a printable voucher for you to include in a card or give directly to the recipient.

  • Do you provide instructions for your dyes?

We do! You will find our downloadable, printable instruction leaflets here.

(Please note that our kit instructions are much more detailed – these are just the ‘essentials’!)

  • Can I print your instructions to give to students for my own workshops?

Our product guides and leaflets are intended for personal use only. If you want to print multiple copies for classes or groups, please ask. We try to be as helpful as possible!

(If you are a trade customer re-selling our products, you are welcome to give copies of the guides to customers).

  • I’ve lost my kit instructions! Can I get another copy?

Our kit instructions are printed booklets and aren’t ideal as downloads (we are working on it!). If you need a fresh copy, please let us know and we can send you one for a small charge.