We are open for online orders and click and collect
Delivery prices are now very simple.
Standard delivery cost £3.95 and takes around 2-5 working days to arrive.
These delivery times are estimates and all “working days” start after the parcel has been sent to the Royal Mail.
So if you order after 1pm on Friday the first working day is Monday.
We do not charge extra for Scottish islands and highlands, however we are unable to deliver to the Channel Islands.
Most orders before 1pm are usually processed and sent out the same day Monday to Friday, and orders after 1pm are processed and sent out the next working day.
Orders after 1pm on Fridays and weekend orders will be processed and sent out on Mondays.
In some circumstances this can not be possible, however all orders will be processed within 2 business days.
We aim to get your delivery to you within 2-5 working days, but at busy periods this may not be possible.
We can not be responsible for delays to your delivery due to Royal Mail errors, delays or parcels being lost in the system. We have no control over delivery times and only give these as a guide.
If your item is not in stock, we will order the item for you. This means that there may be a slight delay in getting you order to you. You will be contacted should this apply to you.
You have up to 14 days to request a refund on your order if you feel the items you received are faulty in any way.
Should there be any missing items in your order we will refund you for these items. We can not send out replacements at this time.
Refunds will be issued within 2 days of notification of missing items with monies returned via the method of payment you selected at the checkout.
If your parcel has not been delivered, or you believe it is lost, we require a 14 day period to pass from the point of us sending the item out to having confirmation that the parcel is lost before we will refund any monies.
We will escalate all lost parcels to the courier and await their information on the situation. If they confirm the parcel is lost in the system we will refund at this point no matter what the time frame has been.
Any items damaged or broken in transit will be refunded so please contact us if this happens straightaway.
If your parcel has been damaged on route and items are missing from the other we will refund you for these missing items. In some cases we may resend the items however our policy is to refund rather than replace.
Please email us at email@example.com with your order number and reason for refund request and we will process this as soon as we can.
Orders which are returned to us because they could not deliver due to you entered your address incorrectly, you were out 3 times and so the courier returned the parcel to us, or for any other reason; we will refund your order minus the original postage charge.
We reserve the right to refuse a refund should we feel the reasons stated are inaccurate, not valid or false.
Once your parcel has been posted we can not cancel your order. You are welcome to return the order as your own expense and once we receive the order back we will refund you in full.
If you are unhappy with your goods, you can return them in a saleable condition within 14 days of receipt for a full refund, in line with The Consumer Protection (Distance Selling) Regulations 2000. The buyer is responsible for the cost of the return postage. We cannot accept responsibility should your returns go missing.
All returns are required to be accompanied with a covering letter and a copy of invoice or receipt.
A refund will be issued as soon as we receive the goods for the price paid for the item.
Items can be returned to:
Pack Lane Wool 171 Pack Lane, Kempshott, Basingtoke, Hampshire, RG22 5HN