Refund policy
Returns Policy
We know that buying yarn online can sometimes be a bit tricky, and we want you to be fully happy with your purchase - so we have made our returns process as easy as possible. This means that if your chosen yarn or product just isn't 'quite right', or isn't as expected, we are more than happy to help.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You have another 14 days to return the goods once you’ve told us.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You do not have to provide a reason for your return, although please let us know if the item is faulty.
Please note that knitting patterns, magazines, books and prints which have been opened are not eligible for return.
Our returns policy applies to all orders, regardless of shipping destination.
How to Return - UK Customers
To start a return, you can request a return through your customer account.
If your return is accepted, we’ll send you a Royal Mail return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
£3.50 will be deducted from the final value of your refund to cover return shipping costs.
You can always contact us for any returns question at chloe@plushsociety.co.uk, for example if Royal Mail is not convenient for you. We will always do our absolute best to help.
Kits & Bundles
If you wish to return your entire kit or bundle, please follow the returns policy and instructions above.
If you only wish to return part of your kit or bundle, please get in touch with us at chloe@plushsociety.co.uk. It is usually not possible to return individual parts of a kit or bundle, but we will always do our best to help.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please note that you will not have to cover return shipping costs in the case of a faulty item.
Exceptions / non-returnable items
Certain types of items cannot be returned, like knitting patterns, magazines, books and prints which have been opened; perishable goods (such as food, flowers, or plants); and custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
We do not operate an exchanges system. The fastest and easiest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at chloe@plushsociety.co.uk.