FAQs
Frequently Asked QuestionsWelcome to our Frequently Asked Questions section! Here, we've compiled answers to some common queries to help you find the information you need. If you can't find what you're looking for, don't hesitate to get in touch with us via email at info@jodylongknits.com or by phone on 02392350358.
My Account
I can’t log into my account.
If you're having trouble logging in, please contact us with the email address you used to register. We'll assist you by either resetting your password or investigating the login issue.
How do I create an account?
Creating an account is easy. Simply click on the LOG IN/JOIN icon in the top right corner, then click on the Create an Account button and fill in the required information.
How do I sign in to my account?
To sign in, click on the LOG IN/JOIN icon in the top right corner of the screen.
I've forgotten my password, how do I reset it?
If you've forgotten your password, there's a link at the bottom of the Log-in page to reset it.
Can I merge two accounts?
Unfortunately, we can't merge two accounts. However, we can delete one account for you. Please contact us if you wish to proceed with this.
Delivery
I selected DPD as my delivery method, when will my order arrive?
DPD orders are dispatched on the day they are placed (if placed before 2 pm), and they should arrive on the next working day. You'll receive tracking details from DPD and options to update your delivery if you're not available to receive it.
I selected Royal Mail 1st Class Post as my delivery method, when will my order arrive?
Royal Mail 1st Class Post usually delivers within 1 or 2 days. However, it's an untracked service, so we can't guarantee a specific delivery date. Please allow up to 10 working days for your order to arrive.
I selected EVRi as my delivery method, when will my order arrive?
EVRi orders typically arrive within 5 days, and you'll be provided with tracking details to follow the delivery process. Please allow 10 days for EVRi to deliver your parcel.
My original parcel didn't arrive, and you sent out a replacement order, now the original has been delivered as well, what do I do with the second parcel?
If you receive both the replacement parcel and the original one, or if you were refunded for a missing parcel and then received it, please contact us. We'll provide you with a freepost address to return the items from the second parcel. If you want to keep the second order, we can process payment by phone or send you a PayPal money request.
Do you ship internationally, and how long will my order take to be delivered?
Yes, we ship to 120 countries. For delivery times, please refer to our Delivery Information page.
What if my order still hasn’t arrived?
If your order hasn't arrived, please contact us, and we'll do our best to resolve any issues.
For UK customers:
Royal Mail considers a package missing after 10 working days from dispatch. Check with your local sorting office and then contact us if needed.
Evri allows 10 days for delivery; if tracking details haven’t updated during this time, we'll contact Evri on your behalf.
For DPD orders placed before 2 pm Monday to Friday, they should arrive the next working day. If delayed, please contact us, as certain areas may have longer delivery times.
For international customers:
If your parcel hasn't arrived after 7-14 working days, please get in touch with us. We'll confirm your delivery details and the dispatch date. Royal Mail International Priority is not tracked, and we must allow 6 weeks for delivery before classifying the parcel as missing and offering a refund.
My Orders
Please can I add an item to my order that was placed a couple of days ago?
We regret that we are unable to offer this service. Once an order is received, printed, and taken to our warehouse, it becomes challenging to find, amend, or re-print it.
Can I change my address on an order once it has been placed?
Please contact us as soon as possible by email or telephone, and we'll do our best to amend your order. Our office is open from 9 am until 5 pm (GMT) Monday to Saturday, and we won't check emails outside of these times.
How do I cancel an order?
If you wish to cancel an order, please contact us as soon as possible. If the order has not been taken to our warehouse, we can cancel and refund it for you.
Can you hold my order until next week?
Unfortunately, we are unable to hold orders. They will be dispatched in number order as our team works through them. Our warehouse doesn't have the space to store or hold orders for an extended period.
Can I place a large order for my business?
Certainly! However, please note that large orders are non-refundable. If you have any uncertainties or questions about this, please call us on 02392350358 or email us at info@jodylongknits.com.
The dye lot on my order was changed, and I needed the one I selected for my project.
If we experience a stock error with the dye lot you requested and we can't verify that you've ordered that specific dye lot from us in the past, we will change it to one that we have available. Usually, this works fine, but if you needed the originally requested dye lot, please contact us. We'll provide you with our freepost address to return the unwanted dye lot, and a refund will be issued for the yarn.
Organza Bags
Most products will be dispatched in an organza bag to protect them during delivery. However, needles, crochet hooks, and similar accessories may arrive in protective cardboard packaging. If you want an organza bag for your accessories, please leave a note in the Additional Comments box at checkout, and our team will try their best to accommodate your request.
Large orders may come in a box with plastic coverings to protect them from wet weather. If we run out of organza bags, we may use alternative packaging. If you don't want your order in an organza bag, please tick the 'No organza bag please' box at checkout. Unfortunately, we are unable to sell or send out our bags separately.
Discounts
Are you offering a discount for NHS workers?
Yes, we are currently running a discount code for NHS workers. Please contact us for further details.
If I have a discount code that takes my order below £30, will I still get free delivery?
No, to qualify for free delivery, the order value must be over £30 after the discount code has been applied.
Will my discount code be valid on all products?
No, some exceptions apply. Discount codes will not be applied to yarn packs, sale items, gift vouchers, and Lopi and King Cole KC products.
I forgot to use my discount code!
We understand it can be frustrating to forget to use a discount code. Unfortunately, we can't apply discount codes retrospectively to orders. However, you can use it for a future order.
Returns Information:
What happens if my order is incomplete or incorrect?
Please contact us as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to us within three months of receiving your order.
What happens if my products are faulty?
Please stop using that product and contact us as soon as you realise you have a faulty item, and we will do our best to resolve this. We may ask you to email photos of the faulty item to us, so that we can send these to the manufacturer. Any fault needs to be reported to us within three months of the order being received.
Why does my ball of yarn have a knot in it?
Yarn manufacturers do their best to minimise the number of joins or knots in a ball of yarn, but they do crop up occasionally. Joins or knots are generally more common in natural fibre yarn than acrylic yarn, so they can come as a surprise if a knitter or crocheter has recently switched from acrylic to a natural fibre yarn. Joins or knots do not mean the yarn is faulty. However, if you have many joins or a particularly "knotty" ball, please contact us, and we will do our best to arrange for a replacement. Please rest assured that we do not sell "seconds" - all yarn we sell is "grade A" stock, direct from the manufacturer unless stated otherwise in the product description.
For more information please read our Returns Policy.