Orders outside of the UK are now being shipped on a fully tracked service at no extra cost to customers, we think this helps speed things up but there is still some delays being reported
Royal Mail has slowed up again in some areas howevwr we are unable to arrange collection of mail everyday, this means there may be a small delay compared to our normal super speedy service and we are of course reliant on Royal Mail to then deliver to you.
Because of this if you are concerned that your parcel may have got lost please wait ten working days to get in touch, after you receive a delivery notification.
If you have a subscription with us, please check out the subscription page for up to date information.
I am always grateful for the support of this small business but I am particularly grateful right now!
any questions please email me firstname.lastname@example.org I may be a bit slower than normal in responding given the current situation but I will come back to you, please check junk email folders
normal delivery advice
Made by Penguins is a small company from dyeing yarn to packing your order with love & care everything is done by one person.
When using our standard delivery service, whilst we are normally much quicker; your order may take up to ten working days to arrive. If you are ordering with a special date in mind, please email us or leave a note in the special instructions when checking out as we will do all we can to help.
Please note regardless of the amount spent, items are always shipped together. If you place a pre-order this will hold up your other items, it you want non pre-order items sooner please order separately.
All of our orders are sent via Royal Mail.
UK: Standard (Royal Mail 2nd Class)
up to £59.99 - £4.50
over £60.00 - FREE
EU/EEA (Internation Standard)
Rest of the World (International Standard)
Please note, we do not lie on custom forms, and we do not accept liability for fees incurred by customs. You will need to pay customs fees as required by your country.
If you don’t like your MadebyPenguins Yarn in the UK & Europe You are entitled by law to a 14 calendar day cancellation period in which you can notify us of your intent to cancel your order. As outlined within the distance selling act Special Orders, Dyed-to-Order and One of a Kind Yarns are excluded.
You must contact us prior to returning your item.
This cooling off period becomes active from the day that you receive your order.
You are responsible for the cost of returning the item. If the item is deemed to be faulty, please contact us.
When returning yarn you should use the most economic postage option, we will only refund UK second class up to £4.50, £8.50 within Europe and £12.50 for the rest of the world - if you think your postage will be over this you MUST contact us first.
Refunds are made within 21 calendar days of receipt of the item with us. It is your responsibility to send back and obtain proof of postage. In the unlikelihood of the returned product going missing in transit, you are to contact your postage provider for compensation, the product is legally yours until a refund is issued. We will not accept liability for items lost in the post being returned to us.
Items must be returned in the original condition, including the return of all free gifts and or sample items. They must be in their original packaging and must be free from scent and animal dander. Items not in their original condition cannot be resold, as a small business we have no choice but to return it to you, a refund or exchange cannot be issued.
Refunds will be processed using the method of payment that you have used.
Items returned from outside the EU must be clearly marked on the customs label as "returned merchandise" so as not to attract import duty / VAT. Please also write "Returning to country of origin" on the package too. If you attempt to return the yarn incorrectly and we receive a customs fee notification, your items will automatically be returned to you by Royal Mail.
If you have any questions please do reach out to us
We aim to reply to all messages within 48 hours - during our opening times (we are addicted to technology nearly as much as Yarn so we are often much quicker) Please only send one message in this time frame, as an independent Dyer repeated messages can cause a bit of a backlog. If we haven’t replied within this timeframe, please check you have entered your details correctly.
We are an exclusively online business at present so we are not contactable by phone.