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Delivery to UK Postcodes
 

We aim to ship all orders the SAME DAY if ordered by 2pm, Monday – Friday (excluding Bank Holidays). During busy times, it may take us a little longer to process your order but we always endeavor to dispatch your order as soon as possible. Please note that we do not have a courier or Royal Mail collection on a Saturday so orders placed after 2pm on a Friday or over a weekend shall be dispatched the next working day i.e. Monday (or Tuesday if Monday is a Bank Holiday in the UK).

We ship with FREE 1st CLASS delivery to UK postcodes for orders over £25.  1st Class delivery for orders below £25 costs £1.99.  1st Class delivery usually takes 1-2 days but this timescale is not guaranteed by Royal Mail. Whilst Royal Mail do usually deliver the day after dispatch they do ask that they are allowed up to 15 days to attempt delivery of a parcel before they will investigate a ‘non-delivery’ issue.

If the weight of the parcel exceeds the upper threshold that Royal Mail is able to carry or the value of the parcel is particularly large, we may split your delivery into two parcels or upgrade the delivery to a courier service at no extra charge.

International Customers

International customers will be asked to choose their Country at the checkout which will apply a carriage charge to the order. We offer both a tracked or a non-tracked service for international customers.

Non-Tracked Delivery:

The following delivery charges will be applied to a non-tracked International parcel of up to 2kg (including packaging):

Australia & USA £4.99
Europe (Including EU) £5.99
Rest of World £7.99

Non-tracked orders will not have a tracking number. You will receive an e-mail alert once your order is dispatched but will not be able to track your parcel during transit. The price charged is for one parcel of up to £2kg.

If your parcel weight exceeds 2kg you will be charged in 2kg increments e.g. if a parcel to USA weighs more than 2kg but less than 4kg you will be charged 2 x £4.99 (£7.98) etc. Please note that packaging adds weight to the parcel which must be accounted for when shipping. As a general rule, even though a ball of yarn may be 100g you would only get approximately 18 balls of yarn into a 2kg parcel because of the packaging required to ship the order and allowing for any overweight balls of yarn.

Tracked Delivery:

The following delivery charges will be applied to tracked international parcels of up to 2kg (including packaging):

Australia & USA £12.49
Europe (Including EU) £12.49
Rest of World £12.49

Tracked orders will have a tracking number.  You will receive an e-mail alert once your order is dispatched and will be able to request a tracking number to track your parcel during transit. The price charged is for one parcel of up to £2kg.

If your parcel weight exceeds 2kg you will be charged more in 2kg increments e.g. if a parcel to USA weighs more than 2kg but less than 4kg you will be charged 2 x £12.49 (£24.98) etc. Please note that packaging adds weight to the parcel which must be accounted for when shipping. As a general rule, even though a ball of yarn may be 100g you would only get approximately 18 balls of yarn into a 2kg parcel because of the packaging required to ship the order.

Shipping to different Countries: We regret that there are several Countries that we are unable to ship to. If your Country does not appear on the drop down menu when you check out it may be that we are unable to ship to your country at this time.

Time scales for international deliveries will vary from Country to Country. Shipments to Europe may take approx. 3-5 days but shipments to USA or Australia may take up to 2 weeks (sometimes longer). Please note that experience shows that items take longer to clear Customs in some Countries than may have been the case in recent times. This may cause a delay to the timescale for delivery of your parcel and is unfortunately outside of our control. All delivery dates and times quoted are approximate due to our using an outside courier company or Royal Mail to effect delivery. Whilst every reasonable effort will be made to accommodate a customer’s requirements no guarantee of time can be given. We regret that no claims can be accepted for inconvenience or loss etc. caused by unexpected or unavoidable delays in delivery.

Duties & Import Tax

When your parcel reaches your Country, it may be subject to clearance charges, import taxes and/or duties when passing through Customs. Please note that this is the same for any parcel arriving into your Country from any supplier anywhere in the world (not just because you ordered from Philpotts). Please note that you shall be responsible for all charges imposed by your Countries Revenue & Customs and we have no influence over these what so ever. Please also note that your parcel may be subject to inspection (and therefore delay) when clearing through Customs and again we unfortunately have no control over this process.

Currency

All items on this website are listed in GBP Sterling and you are purchasing items in GBP Sterling (£) when you order an item from this website. If Sterling is not your own currency, your bank or credit card company will convert the price from GBP Sterling to your currency when you purchase from us at their current exchange rate.

Value Added Tax (VAT)

All orders sent to the United Kingdom (UK) or another country in the European Union (EU) will be charged VAT (currently charged at 20%). Orders sent to a destination outside of the EU will not be charged VAT. You will see the VAT exclusive price of an item in your cart once you have chosen your destination Country when you check out.

Stock Levels

We endeavour to keep stock levels on this site as accurate as possible. Please be aware that there may be a time delay for stock to be updated when an item is sold. As a result, an item may show as in stock when an order is placed but may not be in stock at the point that we process your order. This is unlikely as we usually carry enough stock to accommodate this but it may occur if stock levels for an item are low.

Please note that our system does not allocate stock until an order has been paid for and is 'complete' i.e. adding an item to your cart (without checking out and paying) will not allocate stock to you. Sending an order through without making payment will not complete the order and again stock will not be allocated until the system acknowledges the order as being 'accepted'. In these circumstances, if stock levels are low an item may show as 'in stock' when you send an order to us but may not be in stock by the time that payment is made. Please also note that if stock levels are low it is possible for an item to be in stock when you place it in your cart but not be in stock as you pay because another customer is checking out the item at the same time (we regret that this does sometimes happen if stock quantities are low to begin with and there is a high demand for an item).

If an item is out of stock, we will endeavour to let you know as soon as possible. We will place any out of stock items on 'back order' for you if possible. Providing that the in-stock part of your order totals at least our carriage free threshold we will ship this immediately for you and will then send the remaining item/items once they are back in stock on a standard service at no additional cost.  Please note that this applies to UK deliveries only. If you are an international customer we will ship your order all together once your back-order item is in stock.


Some Brands come back into stock faster than others. When we let you know that an item is out of stock we will give you an estimation (if possible) as to when an item will be back in stock and dispatched. Please note that this is only an estimation as we are reliant on suppliers stock levels and timescales.


Back in stock alerts

If an item is out of stock you will be invited to add your e-mail address on the item page so that you can receive a ‘back in stock alert’ when the item comes back into stock. Receiving a back in stock alert DOES NOT mean that the item has been allocated to you or that it will still be in stock at the point that you add it to your shopping cart or check out.


Pre-order items
 
We are constantly sourcing the latest products and add items to our website regularly. Some items are added to our website when we have received information from manufacturers about products which are not released yet or are new ranges that we expect into stock soon. These items are available for pre-order.

You are welcome to order 'in-stock and Pre-order' items on the same order instead of placing separate orders. PLEASE NOTE If the in-stock and pre-order parts of your order exceed our carriage free threshold separately we will part ship an order for you otherwise we WILL hold the in-stock part of your order until your pre-order items arrive and then ship your order all together.


Sometimes Pre-ordered items will not be available for more than 30 days. We try to keep estimated arrival times of new stock from manufacturers up to date and you will be able to see these times by going to your order from your account and clicking onto the individual items to see the estimated arrival times or searching for the item on the website. Alternatively, you can always e-mail us and we shall be pleased to provide the information to you.

Please do bear in mind that arrival times of stock is outside of our control as we rely on manufacturers receiving stock and then shipping it out to us. Sometimes stock is delayed. In these circumstances, we try to keep customers up to date either on the website or if the stock belongs to a large new release which has lots of interest then we would update customers via the newsletter.



Order Cancellations & Returns
 

You are entitled to cancel the order any time within 14 working days from the date of delivery of the goods. In order to cancel the order you must tell us of your intention to cancel the order by contacting us at sales@philpotts.com. We will then e-mail you a ‘Returns Form’ and details of your returns number. We are not able to accept a notice of cancellation via the telephone. Please do not return an item without contacting us first and obtaining a returns number. Once you have told us of your intention to return an item to us you have a further 14 days in which to actually send the goods back to us.

If you would like to return an item to us please return it to us at your cost in an unused state and in its original packaging. We recommend that you use a tracked service to return an item to us as we regret that we cannot be held responsible for any item lost in the post. We reserve the right to refuse acceptance of an item returned to us if we consider it to not be in an unused state or without the original packaging. We also reserve the right to make a deduction from the refund if the item/s have been handled more than was necessary whilst in your possession (i.e. you are entitled to handle them to the same degree of inspection as if you were buying them in a shop).

Return costs will not of course be charged to you if the product is faulty or we have sent you an incorrect item. In these circumstances please contact us at sales@philpotts.com so that we can advise with respect to the best way of the item being returned to us.

Once an item has been returned to us a refund shall be issued within 14 days of receipt.