Frequently Asked Questions

Here at Laughing Hens we pride ourselves on excellent customer service and satisfaction. We are pleased to answer any questions or queries you have as a customer. Our team are able to help you via email or telephone, and if not immediately we will get back to you very shortly. Let your problem be our problem so you can kick back and relax with the most important thing in life...knitting!

1. Where is my order – it has been a while since I ordered?

Every effort is made to pick, carefully wrap and dispatch your order the next working day. Once your order has been dispatched, you will receive a dispatch email informing you that your order is on the way. If you have not received a dispatch email within 3 days please contact us and we will be happy to update you with progress of your order.

If a dispatch email has been received your order is now in transit to you. All orders are sent via Royal Mail and the delivery times are expected to be within 2 working days depending on the service in your area. Occasionally it can take longer for Royal mail to deliver your order (especially during busy periods such as Christmas), please wait 10 working days after the dispatch email is received before contacting us about non receipt of orders and we will endeavour to resolve this for you.

If you are an international customer, please be advised that whereas we will dispatch your order within the same timescale as UK orders, shipping times will vary. Currently, Royal Mail advises that all parcels to Europe take 5 business days to arrive in the destination country and 7 business days for the rest of the world. It may then take longer to reach your address dependent on any delays incurred at customs and the standard delivery times of your national mail service. 

2. Why do you have to wait 3 weeks before we resend your order in the event that it is lost in the post?

We are advised to give this amount of time by Royal Mail as they do not consider a parcel to be lost until 3 weeks has passed. We send a large volume of orders with Royal Mail and only in a minute percentage of cases do they not arrive on time. Even if an order is delayed it normally does arrive safely. Sending a replacement order too soon would result in the customer receiving duplicate orders.

3. Can I have a refund for my order if it is lost in the post before 3 weeks have passed?

We can not refund an order before the recommended three weeks after dispatch has passed as this does not to give the post office a chance to deliver the order, and is not considered lost by Royal Mail before this. If your order still has not arrived after three weeks from dispatch we will gladly refund it.

4. I have a discount code or loyalty voucher, how do I claim it?

If you have a discount code, enter the code into the discount box during checkout. Similarly for loyalty vouchers, your email address that has accrued the voucher should be entered into the discount box to redeem your loyalty discount. We do not print vouchers or send them out in the post, they will instead appear on your invoice / delivery note.

5. I ordered the wrong shade / wrong amount – can I return these items for a refund?

You may return new or unused yarns, needles and accessories for any reason within 30 days of delivery and receive a full refund for the products only, the out-going shipping cost is not refundable. We are unable to accept returns or offer refunds  on knitting and crochet patterns, leaflets or books. Please ensure any products you return are in a re-saleable condition with appropriate packing along with the delivery note and why you are returning the goods. A refund for the goods will be made upon our receipt of the items back with us.

6. I've run out of yarn and need more yarn with a specific dye lot.

We'll always help if we can. Email details of the yarn range, colour/shade and dye lot required to us at [email protected]. We will check our warehouse and let you know if we have that yarn in stock for you to order.

7. Before I place a large order can you check if you have enough yarn in stock?

We are happy to do this for you. Please supply details of the items required and we will email you back whether we have all those items in stock. Of course, stock levels fluctuate over time. While every effort will be made to accommodate your order, we cannot guarantee stock levels if there is a time lag between enquiry and placing an order.

8. Received incorrect items from what I ordered – how do I return?

In the unlikely event that there is something wrong with your order eg. incorrect goods received, goods damaged or faulty in any way, we will be pleased to issue a full refund for the order and original postage charge.

Alternatively, if you wish to receive replacement items, we will send these items out to you by return free of charge, provided they are still in stock. We ask that you return faulty or incorrect goods within 30 days of delivery via 2nd class post and we will refund your postage costs. It is important that the original dispatch note is included with returned items this will help assist us making any refunds due.

9. Who delivers my package – Courier or Royal Mail?

All orders are delivered by Royal Mail. The Royal mail service used to deliver your order will depend on the value / weight of your order and also the delivery options chosen by the customer at checkout.

If your order is valued over £30 and the destination is in the UK we currently use a tracked service and you will receive a text or email from the Royal Mail to keep you updated of their progress.

10. Why does my payment go out of my account before the order is processed / sent?

For security reasons we do not hold any of your payment details, therefore payment is taken immediately when you supply us with your details at the checkout. Payments are managed directly via the bank at the point of sale.