Substitutes Policy

As The Wool Factory operates both physical retail shops and an retail website, there may occasionally be instances of stock overlapping. This could occur if a product is purchased simultaneously through both our website and shop. In such situations, if we are unable to fulfill your order due to stock availability, we will provide a substitute product that closely matches the original item.

We strive to ensure that the substitute item meets your expectations and serves as a suitable replacement. If no appropriate substitute is available, we will reach out to you promptly to discuss alternative solutions, such as issuing a full refund or waiting for the item to be restocked. Your satisfaction is our priority, and we aim to address any stock discrepancies with transparency and care.

Website Returns

At The Wool Factory, we want you to feel confident in your purchase. If you are not satisfied with your item for any reason, let us know within 14 days and then you may return it within 14 days from the date we were notified, provided the product remains unused and in a saleable condition.  Please note: some items may be highlighted as non-refundable in the product listing, this refers to digital products and some sale items.

Please note that return postage costs are the responsibility of the buyer. We strongly recommend using a tracked and insured postal service, as The Wool Factory cannot accept responsibility for returned items lost in transit.

Please note that we are unable to accept returns for patterns, books or fabrics.

Returns Procedure

When returning an item, please use the returns form below or kindly include your order number or a clear reference to your order, along with an explanatory note in the parcel. If this information is not provided, we may be unable to process your refund due to difficulties identifying your order.

Download Returns Form

Returns Address:

The Wool Factory

Unit 3 Enterprise Road

Golf Road Industrial Estate

Mablethorpe

LN12 1NB

Shop Returns

At The Wool Factory, we aim to ensure customer satisfaction with every purchase. If you are not completely happy with your item, you may return it within 14 days of purchase, provided the following conditions are met:

• Items must be returned in their original, unused and saleable condition to the store where it was purchased.  Due to the nature of yarn and dyelots, it is important that we ensure the products are returned to the store where they were purchased to maintain batch consistency. 

• A valid receipt or proof of purchase must be presented at the time of return.

• Please note that we are unable to accept returns for patterns, books or fabrics.

Thank you for choosing The Wool Factory. If you have any questions or need further assistance with returns or substitutions, please don’t hesitate to contact us.