Ann Arundell Handmade Couture | Supplier of Luxury Yarns

Order and Returns Information

Change or cancel an order

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items. If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on +44 (0) 7710 672 161 between 9am and 6pm (UK Time), 7 days a week, or email us here¬†(to arrange returns only).¬†Please be ready to quote your order number and order date. If your order has already been despatched or delivered, then you’ll need to follow our Returns Procedure in the event of any unwanted products.

Cancelling your order

If you buy online or by phone, under Distance Selling Regulations (EU only), your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 7 working days of receipt of your order. This applies to delivery charges, but not to cut, made to order products.

Returns procedure

Depending on the type of product, you can make returns via Royal Mail or courier. Please see below for full details of our returns and refunds policy, and for international returns

1. Returns via Royal Mail or courier

  • Fill out your reason(s) for return on the back of the delivery note
  • Enclose the delivery note with the product, and package up securely; please use original packaging if possible, but remove original labels
  • Use the pre-paid Royal Mail Returns label from the delivery note and obtain a certificate of postage from the Post Office
  • Please allow 2 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.

Please see below for full details of our returns and refunds policy, and for international returns:

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. If you’d like to add products to your order, please place a new order for these items. If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on +44 (0) 7710 672 161 seven days a week, between 9am and 6pm (UK time), or email us here. Please be ready to quote your order number and order date. If your order has already left our warehouse for delivery to you, then you’ll need to follow our Returns procedure in the event of any unwanted products. To return items, please package them securely and send the parcel back to the address shown on your delivery note using the sticky label provided. If the item is simply unwanted, you will need to pay for postage. If we have sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us. We will refund any postal charges you incur to return such items. Please note that this refund will be in sterling, and may therefore not equate exactly to the amount paid, owing to fluctuating exchange rates. Please make sure that whatever your reason for returning goods, you obtain proof of postage from your post office, and we will credit your account as soon as possible.