PLEASE READ BEFORE PLACING YOUR ORDER
By placing an order with Simply Felting, you agree to the following terms and policies.
STOCK AVAILABILITY
We make every effort to keep our stock levels accurate. However, as we sell through several different sales channels, an item may occasionally become unavailable after an order has been placed.
If an item you have ordered is unavailable, we will contact you as soon as possible and offer you the choice of a suitable alternative or a full refund for the unavailable item.
WOOL COLOURS
Wool is a natural product and colours may vary slightly between batches. We recommend ordering enough wool for your complete project at the same time where possible, as we cannot guarantee that a later batch will be an exact colour match.
We make every effort to display product colours as accurately as possible. However, colours may appear slightly different depending on your device, monitor, screen settings and lighting.
DELIVERY
Delivery options and charges are shown during checkout.
Orders sent using a standard delivery service may not include full tracking. Where available, we recommend selecting a tracked delivery service if you would like to follow the progress of your parcel.
If your order has not arrived within the expected delivery period, please contact us and we will be happy to investigate it for you.
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RETURNS AND CANCELLATIONS – PHYSICAL PRODUCTS
We hope you are happy with your purchase. However, if you change your mind about a physical product purchased online, you have the right to cancel your order within 14 days of receiving it.
Please contact us within 14 days of receiving your order to tell us that you wish to cancel.
After notifying us, you must return the goods within a further 14 days.
Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning the goods.
Please take reasonable care of returned products. You may inspect and handle an item as you reasonably would in a shop. We reserve the right to reduce the refund if the value of the goods has been reduced as a result of unnecessary or excessive handling.
Where possible, please return products in their original packaging to help protect them during transit.
We do not charge a restocking fee.
We do not routinely offer exchanges. If you would like a different product, please return the original item in accordance with this policy and place a new order.
REFUNDS
Where you exercise your right to cancel an online order, we will refund the price paid for the returned goods.
We will also refund the cost of our standard delivery service where required by law. If you selected a more expensive or upgraded delivery service, any additional delivery cost above our standard delivery charge is not refundable.
Refunds will normally be made using the original payment method within 14 days of us receiving the returned goods, or receiving evidence that the goods have been returned, where applicable.
DAMAGED, FAULTY OR INCORRECT ITEMS
If your item arrives damaged, is faulty, is not as described or you receive an incorrect item, please contact us as soon as possible.
We may ask you to provide photographs or other information so that we can investigate the problem.
Depending on the circumstances, we will arrange an appropriate replacement, refund or other remedy in accordance with your statutory rights.
Your statutory rights are not affected by this policy.
RETURN ADDRESS
Please send authorised returns to:
Simply Felting
29 Derby Road
Kirkby in Ashfield
Nottingham
NG17 9BX
We recommend obtaining proof of postage when returning an item.
DIGITAL DOWNLOADS AND DIGITAL TUTORIALS
Digital products are non-returnable and non-refundable once the download or access to the digital content has begun, where the customer has agreed to immediate supply and acknowledged the loss of their cancellation right.
By purchasing a digital tutorial from Simply Felting and requesting immediate access, you agree to the digital content being supplied immediately and acknowledge that you will lose your 14-day right to cancel once the download begins.
Please check the product description carefully before purchasing. Digital products are supplied electronically and no physical product will be sent unless the product description specifically states otherwise.
If you experience a problem accessing your download, receive the wrong file, or believe that digital content is faulty or not as described, please contact us and we will be happy to help.
Nothing in this policy excludes or limits your statutory rights under applicable consumer law.