The Wool Factory
Our business days are Monday to Friday and our communications are monitored from 9am to 3pm.
Contact Form
Please contact us at anytime by sending a message using the box at the bottom of this page. We will respond to your email address as soon as possible.
You can email us direct at sales@thewoolfactory.co.uk - PLEASE NOTE: Please quote your order number and use the email address associated with your order to assist us with your queries.
Phone Line
Tel: 0333 050 4627
If your query cannot be resolved by email, you can call us on the above number between 9am and 3pm Monday to Friday.
Please note: During busy periods we may not be able to answer your calls and email is still the preferred method of contact.
FAQ
Have a question for us? Fingers crossed we can answer it below for you. Don’t panic if we have not, please use the contact information about and contact form below.
Delivery enquiries
If you wish to contact us regarding delivery of your order please check our delivery info page here: (Delivery Info) before contacting us. When your order has been dispatched you will receive an email containing your tracking number with Royal Mail. Please use the Royal Mail Track & Trace website and enter your tracking number for more information on the delivery of your parcel. Click here for the Royal Mail Track & Trace website.
Returns
Please view our Returns Policy and Procedure listed on our delivery info page here: (Delivery Info)
Oops! I didn’t apply my discount code
We understand this can be very frustrating! Unfortunately we cannot apply discount codes to orders that have already been placed, so please save them for future orders.
I didn't receive 10% off of my first order
As detailed, when signing up to our emails, you will receive a promo code by email. These need to be entered to your shopping cart using the "I have a gift voucher or promo code" link. We do not retroactively apply discounts to orders once placed.
I am having an issue loading the payment page on the website
There is currently a fault with our website whereby customers using iPhones with an outdated version of the Safari app cannot complete their purchases. The engineers are investigating this matter, if this is the case, you would need to visit our website using a different app, such as Google Chrome. Alternatively you can call the office on 0333 050 4627 Monday to Friday between 9am and 3pm and we can process a card payment over the telephone.
I have knots in my yarn
Unfortunately knots do crop up occasional, yarn manufacturers do their best to minimise the number of them. Manufacturers advise to allow up to 5 knots per ball until they are classed as faulty. However if you do have a rather knotty ball please contact us so we can look into organising a replacement.
PDF Patterns
Please be aware in our pattern section we sell hard copies and PDF copies. You will find ‘PDF’ in the item title if it is a downloadable document and you will not receive a paper version in the post. A PDF pattern will allow you to access the pattern immediately after purchase. Please Note: We cannot offer refunds for PDF patterns.
I have not received my PDF Pattern
PDF Patterns are emailed out from our website, please check your junk folder for an email from noreply@ekmdigitalvault.com. This email will contain a link to the page where your pattern can be downloaded and the password needed to obtain it.
My loyalty points have not been applied to my account
Loyalty points are credited to your account when the Royal Mail delivery system notifies our website that an order has been delivered.
How accurately do the images on your website show the shades of the yarn?
We try our best to ensure the images on our website show the true colours in a ball of wool! However, different devices (e.g. a laptop or a tablet) can display website images slightly differently, meaning that an image may look very slightly different from one device to another. Also, a shade of yarn may sometimes alter slightly through different dye lots. If you receive a ball of yarn that you feel looks drastically different from the photo on our website, please get in touch with us.
Do you have shade cards for your yarns?
Unfortunately, we do not have shade cards or samples of the yarns we stock.
You can also email us directly at: sales@thewoolfactory.co.uk
Phone line is available 9am - 5p but is currently not operational on Thursday's and Weekends.
We accept telephone order