Frequently Asked Questions

Your questions, unravelled.

Where are you located?

Our factory and offices are all under one roof in Baildon, West Yorkshire, UK.

Can I visit you?

We are a busy working factory, spinning yarns for byLaxtons as well as other international clients and are not currently open to the public. However, we do occasionally have open days and tour visits. For news and updates, please sign up to our newsletter, here.

Is the colour of yarn on the website true to life?

We take care to ensure that all of our products that you see on our website are as close a colour match as we can make them to the real thing. Please note that shades may vary depending on your own computer monitor or device.

Will the yarn in my order be from the same dye lot?

Yes, we always do our best to ensure that you receive the same dye lot of a particular colour in your order. If for any reason this isn’t possible, we will let you know before we despatch your order.

Can I knit straight from the hank?

The short answer is no, you will need to unwind the hank into a ball before can knit with it. To do this, simply untwist the hank, and cut the knot that holds the two ends of the twisted loop of yarn together. Pulling the large loop of yarn taut between your hands, put it over the back of a chair, around your knees when you are sitting down (or ask a friend to hold out their hands whilst standing opposite to you). Find one loose end of the yarn and slowly begin to wrap the yarn from the loop into a ball going round and round until the loop is completely unwound. Take your time, it’s all part of the process of hand knitting.

Why are there knots in my yarn?

Unfortunately, it is impossible to manufacture a continuous thread of yarn with no breaks or joins. We spin yarn in large batches. This is then made into hanks or balls of a specified length; therefore, knots or joins could be found anywhere within the ball or hank.

We always recommend that you join in any knots in the same way that you would a new ball of yarn, so always at the beginning of a row and leaving a tail to weave in when you finish the garment. We would not expect you to find more than a few knots in any one ball or hank of our yarn. If you feel that you have received more knots than is acceptable, please email us at


How should I wash my knitted garment or accessories?

For hand-knitted garments we always recommend hand washing in cool water using a gentle detergent designed for natural, delicate fibres. Putting a knit in a washing machine can cause excessive agitation of the fibres resulting in shrinkage, or ‘felting’.

How should I dry my knits after washing?

Remove any excess water by rolling the knit in a clean, dry towel and lay out flat to dry on a drying rack or dry towel to absorb the moisture. Ease the garment into shape whilst it is still damp. Dry away from direct heat such as a radiator. Leave flat until completely dry. If you hang your knits to dry you may find that they ‘drop’, distorting the shape of the garment.

Why does my knitted garment pill (or bobble)?

Pilling (or bobbling) happens naturally when the knitted fabric rubs against itself or another surface. It is to be expected from soft, natural wool yarns and not a fault with the yarn. You will find that your garment pills more at first and particularly at high friction areas such as under the arms or around the elbows, but this will lessen over time and with washing. To remove the excess pilling hold your garment taut and gently pick off the bobbles in one direction or use a pilling comb. 


What is a PDF pattern?

A PDF pattern is a digital pattern format, which means that you will not receive a paper pattern in the post. We
will provide a download link after checkout and in your order confirmation email. If you cannot find it in your inbox, please check your junk/spam folder. If you have not received an email from us, please contact You can save the PDF file to your desktop, laptop or tablet and print at home if you wish.

What should I do If I think there may be an error in the pattern?

We hope that our patterns are clearly written and easy to understand. However, if you have a question about one of our patterns, or believe that there may be an error,
please email us at and we will look into your query and respond to you as soon as possible.


I have seen an item on the website, but it no longer seems to be in stock?

Some of our most desirable products, especially limited editions, and online exclusives, will run out, so you do need to buy them before they are gone. However, most of our products are replenished frequently. Keep an eye on the shop, sign up to our Newsletter for news and updates, or visit Our Stockists to find a retailer local to you.

How can I pay for my order?

We accept payments via our website by debit/ credit card (Mastercard and Visa) and PayPal. Unfortunately, we do not accept American Express (AMEX), cheque or postal order payments.

What currencies can I use to pay for my order?

We accept payment in all currencies. 

How do I know if my order is confirmed?

Once you checkout and complete your payment, you will receive a confirmation email to tell you that your order has been received along with your order number. If you cannot find it in your inbox, please check your junk/spam folder. If you have not received a confirmation email from us, please email us at

Can I make changes or add items to an order I have already placed?

Unfortunately, we are unable to add items after an order has been placed. However, please email us at within 24 hours of placing your order and we will do our best to raise an additional order or make any urgent changes for you. Unfortunately, we are unable to make any changes if your order has already been despatched.

Can I cancel my order?

If you wish to cancel your order, please email us at as soon as possible. If your order has not yet been despatched, we will be able to cancel it and issue a full refund.

Do I need to register with an account to place an order?

You do not need to have an account or be a registered customer to place an order, however we recommend this as it will give you easy access to your account and order history.

Where do you deliver to?

We ship within the UK (including England, Scotland, Wales, and Northern Ireland), Europe and to the rest of the world.

What are your delivery costs?

Delivery to addresses within the UK (including England, Scotland, Wales, and Northern Ireland):

£5.15 for up to 2kgs (that’s approximately 20 x 100g hanks of yarn) using Royal Mail Tracked 48 hours service. Please allow 2 working days from date of despatch to delivery.


Delivery to addresses within Europe:

Between £9.55 and £14.15, depending on the parcel weight and the destination country, using tracked and signed delivery. Please allow 5-10 working days from date of despatch to delivery, depending on the destination country.


Delivery to addresses in the Rest of the World (ROW), including USA, Canada, Japan, and Australia:

Between £12.75 and £32.15, depending on the parcel weight and the destination country, using tracked and signed delivery. Please allow 10-20 working days from date of despatch to delivery, depending on the destination country.


Please email us at for a specific delivery quotation.


What are your delivery methods?

UK: Royal Mail Tracked 48 hour

EU: Royal Mail International
Tracked / Parcelforce Priority / DHL Express Worldwide

USA: Royal Mail International
Tracked Parcelforce Priority / DHL Express Worldwide

ROW: Royal Mail International
Tracked Parcelforce Priority / DHL Express Worldwide

Where do you despatch from?

All of our products are despatched directly from our factory, where they are made, in Baildon, West Yorkshire, UK.

Will I have to pay additional customs and import charges?

Customs or import charges are not applied to orders within the UK, however they may be charged on international orders. We do not have any control over what these charges are, so we recommend that you research what they may be in your country before you make a purchase.


What do I do if I never received my order?

Please allow up to 10 working days for the UK and Europe, and 20 working days for ROW from the date of despatch for your order to arrive. If you have still not received your order, or any communication from the postal service, please email and we will follow up with the postal or courier service.

What is your Returns Policy?

You can read our full Returns Policy here.

Returns must be made within 14 days of the date of purchase.

Please contact us by email at as soon as possible, providing your order number, name, and reason for your return.

What should I do if I have received an incorrect, damaged, or faulty item, or if something is missing from my order?

If you find a fault with our products, or receive incorrect, damaged, or missing items please contact us as soon as possible, and always within 14 days of the date of purchase. Please email us at and let us know your order number and details about the incorrect, damaged, faulty, or missing items. We will always do our very best to resolve any issues promptly and replace or refund faulty product.

Further information and full details of our Returns Policy can be read here.

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