Frequently asked questions

We want you to be happy with your purchase, so if your question is not answered below, or if you have any suggestions or comments please contact us.

Knitting Packs

Q Once I’ve bought my knitting pack on line, how long will it be before my parcel arrives?
A We send out parcels by 1st Class Recorded Delivery and so you should receive your order within one week, if you don’t, please contact us immediately.
Q What do I do if I have a problem understanding the pattern?
A Either email us or telephone us and we will sort it out with you.

Q If I discover an error or mistake on the pattern, what should I do?
A Please alert us immediately. We have our patterns thoroughly checked by experienced pattern writers and our knitters are constantly following our patterns for our Made-to-Order range, but if there is anything we have missed, please let us know.
Q Is the yarn available in any other colours?
A The yarn colour depends upon the animals sheared in that year and is not dyed (please see Field to Fashion). If you want to change a colour to say blue or pink, we would suggest you make the garment in white and then dye it yourself (however, test it first on your tension square).
Q Which postal service do you use for international orders?
A Please see Postage & Packing below.

Workshops

Q Do I have to go in the field with the alpacas?
A No, you only go in with them if you want to.
Q I’m vegetarian, will you be able to cater for this?
A Yes, we ask you about dietary requirements when you book and we buy the food specifically for the people attending.
Q Is the deposit for the workshop refundable?
A Yes if you give us at least 7 days’ notice so we can contact other people and find a replacement. Alternatively, if you still want to come but can’t make this particular day, we can book you on to another course, or we can off-set your deposit against one of our knitting packs and then we will post it to you on receipt of the balance.

Made to Order

Q Once I’ve bought my garment on line, how long will it be before my parcel arrives?
A When you place your order, we will contact you to clarify lead times because there are variables such as your choice of garment, time of year and the amount of work we have on order. Yours will be made to the size and colour you specify and then despatched to you by Special Delivery.

Making a purchase

Q How do I make a purchase?
A Browse our collections, choose the garment you would like to order and add it to your shopping cart. When you have finished making your selections, go through to our checkout and follow the on screen instructions. Your order will automatically link to our delivery point and your purchase will be sent to you within 3 working days.
Q Are you VAT Registered?
A Yes, our number is: 931 3249 42.
Q I live outside the EU – will I be charged the for the VAT element?
A No, you are exempt and so this won’t be calculated in your final account.
Q Do the knitting packs for your children’s range have VAT?
A No, these are exempt from the tax.
Q How secure is your website for reading my credit card details?
A We use PayPal which has the most secure management system for all financial transactions. Card numbers are encrypted before the data is passed though our merchant account and the information is not accessible by anyone (including us) or held in clear text on any website.

Refunds

Q What is your refund policy?
A For full details, please see Sections 5 and 6 of our Terms of Sale. Basically, we will offer a refund or exchange on any undamaged kit/item, returned in their entirety, within 7 days of receipt. The returned parcel must be wrapped properly and sent to:Purl Alpaca Designs, 6 Regatta Court, Oyster Row, Cambridge, CB5 8NSWe will not accept any item for refund or exchange if it is damaged or lost in the post.If you return a kit/item that the Purl Alpaca Designs agrees is faulty, we will include with your refund the postage that you were charged when purchasing the item, and the postage you paid when returning the item to us by 1st Class Recorded Delivery (this does not affect you statutory rights). If you are returning a kit/item because it is unsuitable, we will only refund the cost of the returned kit/item, and you will be liable for the postage you paid when returning the item to us. Refunds will only be made to the card used to purchase the items.

Postage & Packaging

Q How do you send out parcels?
A We use the Post Office and send out parcels by the following methods:
For the UK we use 1st Class Recorded service.
For UK Made-to-Order clients, we use the Special Delivery service.
For European and International clients, we use the International Signed For service (sent via airmail).

Wholesale

Q Do you offer a wholesale option to knitting shops?
A Yes, we are able to wholesale our patterns.
Q Do you offer your Made-to-Order service to boutiques at wholesale prices?
A Yes we do, please contact us to discuss.

Copyright, Intellectual Property, Trade Marks

Q Can I make and sell your products on?
A No, our products remain our copyright and are sold to you solely for personal use and not commercial use.  Any other use, including commercial reproduction, modification, distribution, transmission or republication, is strictly prohibited without our prior written permission, and is a violation of our intellectual property rights.  Please see our Terms of Sale and Terms of Use for more information.