FREQUENTLY ASKED QUESTIONS
WHAT ARE YOUR DELIVERY PRICES?
See DELIVERY. Please note that next day delivery is for working days only and does not include Saturdays. If you urgently need weekend delivery please give us a call and we can accomodate this with our courier service for an additional charge.
You will have to sign for your parcel so that we know that it has arrived safely. If you are not available then the delivery person will drop a note through your door and you can collect your parcel from your local Post Office.
HOW CAN I TRACK MY DELIVERY?
All UK mainland parcels can be tracked via Parcelforce.com. If you have entered an email address when placing your order you will receive automated details to track your parcel once it is dispatched.
WHICH COUNTRIES DO YOU DISPATCH TO?
We ship internationally to most countries. International shipments are sent Airmail via the Royal Mail. We receive a proof of postage when shipped but we cannot individually track international parcels. EU parcels generally are delivered in 5-10 working days. The USA and the rest of the world can be 10-15 working days.
WHICH PAYMENT TYPES DO YOU ACCEPT?
We accept all major debit and credit cards both online, at The Studio and at exhibitions with the exception American Express.
HOW DO I REDEEM A PROMOTION CODE OR GIFT VOUCHER ONLINE?
If you have a promotion discount code or gift voucher then enter the code at the final stage of checkout. The discount will be automatically subtracted from your order. You cannot use two codes in conjunction with one transaction. If you want to redeem your Toft Gift Voucher on the phone you will need to make a note of the items you would like to order from the website and then give us a call on 01788 810626 to order.
ARE MY CARD DETAILS SECURE ON YOUR WEBSITE?
The Toft Alpaca Shop uses a popular and well known secure payment platform company PayPoint.net to process your order. Any card details given by you are not stored on the server or in any email format. To read more about the verified security and technical infrastructure of PayPoint.net click here.
CAN I CANCEL MY ORDER?
We start processing your order as soon as you receive your Order Details email if it is during working hours. If you've ordered something by mistake and you want to change it or you want to cancel your order you will need to email us straight away or give us a call on 01788 810626.
I CAN NO LONGER MAKE THE WORKSHOP DATE. CAN I CANCEL?
Due to the popularity of our workshops they often sell out very fast and are booked up a long time before the date. If you can no longer make a workshop booked in advance you can cancel up to two weeks before the workshop date and you can transfer the workshop value onto any other workshop in our programme. However, if you cannot make the workshop and you do not give us 14 days notice then we cannot offer you this option, and you will instead receive the materials and full instrucitons by post.
WHAT IS YOUR RETURNS POLICY?
Faulty goods may be returned and will be immediately replaced. Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If any item is unfortunately unsuitable you can return it to us at Toft Manor, Dunchurch, Warwickshire CV22 6NR with a copy of your order details and a note of the exchange or refund needed. Please note that RENT A KNITTER items are made especially for you and are not returnable.
THERE IS AN ITEM MISSING FROM MY ORDER OR I HAVE RECEIVED THE WRONG ITEM.
Oooops! After you have thoroughly checked the contents of your parcel for the missing item get in touch with us on email@example.com or 01788 810626 with your order reference number and details of the missing or incorrect item. We will strive to resolve the error quickly as possible.
MY KNITTING KIT HAS NO PATTERN IN?
With Toft knitting kits we send you your knitting pattern by email so you have your own .PDF digital copy of the design to print out at your convenience. Your yarn and tote bag packaging will arrive by 48hr courier.
WHAT IF I HAVE A PROBLEM WITH A KNITTING PATTERN?
Try our KNITTING TIPS page for videos of many of our intermediate or advanced stitches or check our ERRATA page. If you are still having an issue please email us firstname.lastname@example.org
I CAN'T WORK OUT WHAT NEEDLE SIZE I NEED?
Use this handy chart to the right hand side. We stock most of the needle sizes needed for our patterns, but be sure to check your tension before casting on a project as in order to get this correct you may need to increase or decrease the needle size stated on the pattern. Failing to do this can result in your item being the wrong size when finished and may also cause you to run out of yarn before the end of your project.
I CAN'T KNIT. CAN I PURCHASE ITEMS READY MADE?
Yes. You can RENT A KNITTER and add the number of hours needed to make a design to your basket with a knitting kit. Our team of expert knitters will knit up the item for you. Please note that goods made using this service are not returnable.
HOW DO I WASH ALPACA YARN?
See ABOUT ALPACA.
HOW DO YOUR SIZES COME UP?
See SIZE CHART.
HOW DO I CHOOSE A COLOUR?
Due to the natural variation of working with 100% undyed and unbleached fibres, you will get natural differences in colours from batch to batch of yarn. That is not to say that one sleeve of your cardigan will be in in a different colour- just that is you order a ball of ‘Mushroom’ DK in 2011 it may not identically match the ‘Mushroom’ DK available in 2012. See COLOUR CHART for approximate guide.
DO WE RETAIL IN OTHER STORES?
No. You cannot buy Toft products at other shops. You can purchase all of our products here online, or AT SHOWS. You can visit us at Toft Manor, Dunchurch, Warwickshire CV22 6NR or at various events across the UK and Europe. See VISITING TOFT.