Frequently Asked Questions
HOW DO I BUY AN ITEM?
You can buy an item in one of two ways:
Our website is here to make your shopping experience as easy and pleasurable as possible.
Before you decide to place an order, you'll need to take a look through the items we have for sale.
To read a product's description, simply click on its picture to reveal the relevant details. From here you'll be able to specify the required quantity of the item and 'Add to Basket'. If you don't specify a quantity, by default, one will be added to your basket automatically.
Upon pressing 'Add to Basket' you will immediately be directed to 'Checkout' where you can either opt to make your purchase or 'Continue shopping' if you wish to browse further through our catalogue for other items.
If you chose to 'Checkout' you'll be asked to either 'Register', or 'Checkout as guest'. Choosing to register is a quick and easy process which is beneficial to you as we'll save your details for quick dispatch the next time you order from us. Registering with us will also allow you to benefit from our exclusive product alerts and special offers.
To 'Checkout as guest' simply follow the onscreen instructions, entering your details when prompted to do so.
Alternatively, if you'd prefer to use the telephone to place your order, you can call our Customer Service Team on 02920 837 613 and we will be happy to either place the order on your behalf or talk you through the online purchasing process.
WHAT DO YOU HAVE IN STOCK?
At Marriner Yarn's we're proud of the fact that when we say something's 'in stock' it truly is in stock. We believe in a straightforward, transparent service - every item you see on our website is here, in our warehouse, waiting to be packaged and dispatched to you as soon as possible.
Other online knitting retailers may claim to have 'items in stock' however they're simply placing your order with another supplier on an ad hoc basis, increasing both the price of your order and the duration of your delivery.
WHAT IF THE ITEM I NEED IS OUT OF STOCK?
Although we always strive to keep all of our items in stock, from time-to-time some items will sell out quicker than we can replenish our supplies. If this is the case and an item you require is no longer available on our website, please don't hesitate to contact a member of our Customer Service Team by email: [email protected] and they'll be sure to assist you as best as they can.
WILL I BE NOTIFIED WHEN AN ITEM IS BACK IN STOCK?
Yes, our Customer Service Team will gladly notify you when an item is back in stock.
DO THE PICTURES ON YOUR WEBSITE ACCURATELY REPRESENT THE PRODUCTS FOR SALE?
We strive to ensure that all of our products's pictures show our products in their true form. In the unlikely event that a picture does not accurately represent a product, we will be sure to amend this immediately. Please note that shades and colours may vary depending on the screen of the device you are using to view our website.
HOW DO I KNOW MY ORDER HAS GONE THROUGH?
Upon placing an order with us, you will receive an automatic confirmation email to let you know your order has been received by us. Please read this email to check that your order details and delivery address are correct. If you do not receive an email from us please contact our Customer Service Team by email: [email protected] We will be happy to provide you with confirmation of your order and advise you should the offer have not been received.
I WISH TO ADD ITEMS TO MY ORDER, CAN THEY BE ADDED RETROSPECTIVELY?
Unfortunately we're unable to add items to an order once it's been processed. In the event that you wish to order additional product(s) you will need to add these item(s) to your basket and place another order.
I'VE ORDERED THE WRONG ITEM, CAN I EXCHANGE/RETURN?
Yes, we offer a 30 day return policy, provided your item is in its original condition. So if you've ordered the wrong item, we'll be able to offer you an exchange or refund. Please see Returns for more information.
The buyer is responsible for the cost of the return postage.
CAN I CHANGE MY ADDRESS ONCE MY ORDERíS GONE THROUGH?
Unfortunately this is not usually possible. However if you get in touch with our Customer Service Team by email: [email protected] and, as always, we will do our utmost to help.
CAN I USE A DIFFERENT DELIVERY ADDRESS TO MY BILLING ADDRESS?
Yes, when at Checkout you can specify whether you'd like your shipping address to be the same as your billing address or a different address. We'll even save your details so you don't have to re-enter them the next time you place an order.
CAN I CANCEL MY ORDER?
We always aim to dispatch all of our orders as quickly as possible; if we've already dispatched your order, please follow the usual returns procedure. However if your order has not yet been processed, we may be able to cancel your order before it has been dispatched. Please get in touch as soon as possible by email: [email protected]
WILL MY ORDER BE PICKED FROM ONE DYE LOT?
Yes, we know how important this is and we will only ever source a yarn order from one dye lot.
I NEED TO PURCHASE A PARTICULAR DYE LOT TO COMPLETE A GARMENT, HOW CAN I DO THIS?
We can check the dye lots we have available for you. Please contact our Customer Service Team by email: [email protected].
IVE RUN OUT OF YARN AND NEED TO MATCH THE DYE LOT, WHAT CAN I DO?
We will always strive to match any dye lot issues for you so please contact our customer service team by email: [email protected]. However we are unable to guarantee dye lot matches if a yarn is out of stock.
IF IM A REGISTERED CUSTOMER, AM I AUTOMATICALLY SIGNED UP TO THE KNIT KNOWLEDGE NEWSLETTER?
Yes, registering as a customer automatically means you are signed up to our Knit Knowledge Newsletter, product updates and special offers. You can always alter your notification settings by signing in to your account and clicking 'My Settings'.
WHAT TYPES OF PAYMENT DO YOU ACCEPT?
We accept all major debit and credit cards as payment, including Visa, Mastercard, Maestro, Visa Electron and American Express. We also accept payment via PayPal.
Unfortunately we are not able to process orders using Laser, Diners Club or JCB cards, or via cheque or postal order.
HOW DO I KNOW ORDERING WITH YOU IS SAFE?
Our customers's personal information and security is of utmost importance to us.
We have employed stringent security measures, transferring your information and orders using 128-bit SSL encryption, so that it is only us who can access your information for the purpose of processing your orders. Your credit or debit card details will never be stored.
We promise to protect your privacy and will only use the information that we collect lawfully and in accordance with the Data Protection Act 1998.
We will never make unsolicited telephone calls, send post or email you unless you've requested us to do so. At all times you have the opportunity to opt out of future mailings from us. All information we hold will be accurate and up to date. Should you wish to, you can check the information that we hold about you by contacting us. If you find any inaccuracies, we we will be sure to amend this or delete it promptly.
WHAT IS THE COST OF DELIVERY?
Our delivery costs are calculated when you're on the Checkout page. Any orders over £25 are eligible for free delivery. For more information please visit our Customer Service page.
Please note, orders must contain £25 worth of yarn to qualify for free delivery.
WHEN CAN I EXPECT MY DELIVERY?
We always dispatch our orders during the same working day, so our UK - Customers should expect their orders to be delivered within 7-10 working days (excluding the day of dispatch). It's not unusual for our customers to receive their orders the next working day. Please note deliveries may be longer due to public holidays.
Please note: Although there is a good chance your order could be delivered the next day, we do not guarantee next day delivery.
WHERE IS MY ORDER?
If your order has been dispatched but hasn't arrived within the expected time period, please get in touch with our Customer Service Team by email: [email protected] Our team are on hand to help between 9am and 5pm, Monday to Saturday UK time.
Please note: Royal Mail does not class a UK order as missing until 15 days from the date of dispatch. For orders outside of the UK, this period rises to 30 days from the date of dispatch.
WHAT ARE THE RETURN/REPLACEMENT POLICIES?
We have a 30 day return policy from the date that you receive your order, provided that the goods are returned in their original condition. This is in line with The Consumer Protection (Distance Selling) Regulations 2000.
We will gladly refund or exchange your order.
The buyer is responsible for the cost of the return postage.
HOW DO I RETURN AN ITEM?
If you aren't satisfied with your goods, you can return them for a full refund, providing they are in their original condition, within 30 days of receipt. Please include a note explaining your reason for returning the item(s).
Please note: You will be responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we're unable to accept responsibility should your items go missing. Please send your returned item(s) to:
Marriner Yarns (Returns)
Off Cypress Drive
If you'd like to exchange an item, please get in touch with our Customer Service Team by email: [email protected]
MY ITEM IS FAULTY, WHAT DO I DO?
If your item isn't of satisfactory quality please contact our Customer Service Team by email:[email protected] and we will gladly reimburse your postage costs and provide you with either a full refund or a replacement.
ONE OF MY ITEMS IS MISSING, WHAT DO I DO?
We're sorry to hear that. Please get in touch with our Customer Service Team by email: [email protected] and we will gladly send it out to you - free of charge.
WHY HAVE I ONLY RECEIVED PART OF MY ORDER?
Due to shipping regulations, some of our overseas orders are too large to fit into one package. In order to comply with these rules we will attribute a label to each of your parcels Please check the address label on your parcel to see if there is a 1 of 2 (1/2), 2 of 2 (2/2) etc. This will determine how many parts have been posted. We cannot guarantee that orders sent out in multiple packages will be delivered at the same time.
WHEN CAN I EXPECT MY REFUND?
Once your refund has been confirmed, you can expect the payment to be in your account within 2-3 working days.
HOW DO I EXCHANGE MY ITEM?
Please contact our Customer Service Team who will be more than happy to exchange your item for you. Once your item has been returned to us, we will send your new item to you by Royal Mail First Class.
The buyer is responsible for the cost of the return postage.
WHERE DO I PUT MY DISCOUNT CODE?
On the Checkout page, above your items, there is a box for your discount code. Simply type in the code, click Submit and your discount will be deducted from your order.
WHY DOESNT MY DISCOUNT CODE WORK?
This could be as a result of any of the following:
- Check that the spellings and numbers are correct.
- Check the expiry date.
- Check the coupon is valid for the items in your order.
If youve checked all of the above options and are still encountering, please contact our Customer Service Team and we will look into this directly for you.
WHAT ARE YOUR OPENING HOURS?
Orders can be made via our website 24 hours a day, 7 days a week.
For customer service we are available Monday to Saturday, 9am-5pm UK time.
I WOULD RATHER TALK DIRECTLY TO A PERSON WHEN I PLACE MY ORDER. CAN I DO THIS?
Of course, our Customer Service Team are always happy to help and will place your order for you over the telephone. Please call 02920 837 613 for assistance.
I NEED A LARGE AMOUNT OF YARN TO MAKE MY GARMENT. CAN YOU HELP?
Of course, please get in touch with our Customer Service Team by email: [email protected]
IM NEW TO KNITTING - WHERE DO I START?
Welcome aboard! Weve lots of different resources on hand to help you get up and knitting in no time. In addition to our wide selection of beginner knitting patterns and books we have a wide range of How to videos on our YouTube channel to help you on your way. Wed also encourage you to drop by our Facebook page (Facebook.com/MarrinerYarns) and engage with our close-knit community, asking any questions you may have on our wall.
DO YOU SEND OUT SAMPLES/SHADE CARDS?
As much as wed love to, were afraid that were unable to feasibily send our samples or shade cards. We have however, invested heavily in the absolute best photography to represent all our products as best as possible on our site. If the feel/colour of any of products is not as expected, we will gladly oblige in issuing an exchange or refund.
IVE A KNOT(S) IN MY YARN. IS IT FAULTY?
Although its part and parcel of the yarn trade, we always do our utmost to minimise joins in our yarns, but it does happen occasionally. This does not mean your yarn is faulty. If you find you have received a particularly knotty ball please get in touch with our Customer Service team wholl gladly help you with any queries you may have.
NONE OF THESE ANSWER YOUR QUESTION?
Were passionate about offering the absolute best customer service possible to you.
If we havent been able to answer your question here, please dont hesitate to contact our Customer Service Team via email: [email protected]. We will strive to respond to you directly within 48 hours.