Customer Service

Over the last while I’ve had a fair amount to say about poor customer service from a Uk knitting magazine.

There have been a couple of fantastic blog posts on customer service from Dee at Posh yarns and Amanda at Natural Studio

None of it rocket science. All of it exactly how things should be done.

So here’s what we promise

We’ll do our absolute best to send you the yarn you’ve ordered as quickly as possible. Order before 1400 Monday to Friday and your order will go out that day. We’ll also email you to let you know that your order is on it’s way and how many goddess points you’ve earned. We do occasionally have a day off, and we’ll always put a notice on the website so you know when our next posting day will be.

If you’re a yarn club member we’ll do everything we can to ensure that parcels are sent out in time to reach you at the start of each month. If there are going to be delays for any reason we’ll let you know about them, explain why they’ve happened and give you a date that we expect to be sending your club parcels. We’ve never needed to do this – even when our lovely supplier had a catastrophic warehouse fire we managed to get the clubs out on time. It matters to us. A lot.

We want you to be happy with everything you buy from us – and we’ll do what we can to make that happen. So if you order yarn and it isn’t what you expected when you get it we’ll take it back. If the post office manage to lose your parcel we’ll refund or replace it – although the post office losing things is incredibly rare despite what you might read elsewhere.

I’d love to think that we always get it right – but I know we don’t. So when we get it wrong we’ll do everything we can to get things sorted out as quickly as possible and make it right for you.

We’ll always answer emails within 24 hours – and usually a lot, lot quicker. I think 24 hours is a long time to wait for an answer and I don’t expect my customers to think differently.

Not rocket science.

Just how it should be done.

I can’t say enough thank you’s to all of my lovely customers – it’s been a pleasure doing business with you and I look forward to lots more of the same.

Joy x

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