ORDERING:
SETTING UP AN ACCOUNT:
Please email us at yarn@chesterwool.com with your Name, invoice and delivery address, and if you are in the EU your VAT number if you have one.
VAT is added to all UK orders and EU orders without a valid VAT number. If you have a valid VAT number and you are in Europe, your invoice will be exempt from VAT. If you are in a non-EU country VAT will not be charged.
Delivery within the UK is charged at £11 for up to 24 kilos, for Europe all the specific country prices are listed on the wholesale price list. International rates vary by size and weight, but we always work to get the best price for you.
Once we have received the full funds your order will be shipped immediately. Please note, we do not give payment terms. Orders placed and paid for before 12pm mid-day GMT will generally be shipped that day, orders placed after this may not get shipped until the following day, this is determined by the courier collection time.
Please note we do not ship on Saturdays and Sundays, and our offices are not open at the weekends.
Goods are sent Ex Works, meaning the responsibility of the goods passes to you once they leave our warehouse.
As much as we have many processes in place to prevent mistakes it would be unrealistic of us to expect perfect accuracy at all times. Please notify us by either email or telephone as soon as you notice a mistake with your order and we will endeavour to help rectify this with you personally.
If you are unhappy with the quality of any goods you received please notify us immediately via email. Please provide details and images relating to the issue and one of our team members will get back to you immediately to rectify this.
Please note that if you order through Bluefaced, you will still need to provide an address or contact information for wholesale Chester Wool orders.
If you notice that your shipment is due to be delivered to an incorrect address please notify us immediately by either email or telephone. We have a great relationship with our couriers and will always try to rectify any issues before a first delivery attempt. Please notify us of any address changes when ordering as we cannot accept responsibility should an order be delivered to a previous address that we have not been notified of. We would recommend where possible, that you contact the current residents of the prior address and request they reject the parcel so it can be returned to us and forwarded on appropriately.
WHAT hAPPENS iF mY oRDER dOESN’T aRRIVE?
Should your order not arrive in the time-frame you were expecting please send us an email right away. We will then revert back with the relevant tracking information and whenever necessary we will contact the courier to find out any more information.
YOUR RIGHT TO CANCEL
You have the right to cancel your order within 14 days. If you would like to cancel your order, please notify us by email. All returns are to be sent to our warehouse address via a tracked service, please note we cannot accept open bags. We are unable to cover the cost of return shipments unless a mistake has occurred. Orders cancelled once the order has been shipped will be refunded minus the postage cost, refunds will be processed once the goods have been received by us.