ORDER SUPPORT
Questions about your order
How can I order goods from the Virtual Yarns website?
We can accept payment by VISA, MASTERCARD, JCB and SWITCH.
We can only accept payments in British Pounds Sterling (GB £).
Where prices are shown in other currencies, these currencies are for guidance only. The currencies and the rates used on this site to convert from GBP are shown below:
| Currency | Description | Rate (x GBP) |
| GBP | British Pounds Sterling | 1 |
| USD | US Dollars | 1.735 |
Browse the site and fill your shopping basket as you go along, or fill it from the ORDER section when you have finished browsing.
Click VIEW BASKET at any time to see the contents of your shopping basket.
When you are ready to make your completed order, you will have to fill in the secure order form hosted by SECURE TRADING Ltd, which specialises in secure global e-commerce payments. For information on this company, see their website at www.securetrading.com.
You will be asked to enter your name, mailing address, phone number and credit card details.
How can I order by fax?
Add the designs and/or yarns you wish to purchase to your shopping basket. When you click 'update' you are taken to the 'View Basket' page. Click the 'fax order' button and you will be taken to a form. Fill out the necessary details, print the page and fax it to the number shown at the top of the form.
How will my order be processed?
Your credit card details will be processed on a secure server operated by SECURE TRADING Ltd. An authorisation request will be passed to the appropriate bank.
If the authorisation process is successful, then Secure Trading Ltd will e-mail your order to us for fulfillment. Please note that we will NOT be given your credit card number.
An e-mail will be sent to you to confirm your order. You should keep the order reference number that it contains.
Your credit card will be debited on despatch of your goods.
How are orders delivered?
We despatch our orders by air through British Royal Mail, which has links with most other countries that have a national mail service.
The delivery address that you give must be the FULL mailing address that you use in your country's national mail service.
How much will delivery cost?
Delivery is free on orders over £12
For orders under £12, shipping is charged as follows
| UK | £3.50 |
| EEC | £5.00 |
| REST OF WORLD | £12.00 |
Will I be charged import duty?
If you live outside the European Economic Community (EEC), then your government may charge import duty on packages of yarn sent by us. Any such import duties are payable by the customer, not Virtual Yarns.
How long will delivery take?
| UK | Delivery time approximately 3 working days |
| EEC | Delivery time approximately 5 working days |
| REST OF WORLD | Delivery time approximately 10 working days |
What if my order does not arrive, or if I have a complaint?
Inform MAIRI MACLEOD at Virtual Yarns by e-mailing:
Make sure you state your name, full delivery address, and order reference number. Then describe your complaint or problem. All complaints will be dealt with fairly and in confidence. Your complaint will be actioned within 3 working days. This does not affect your statutory rights, which will be strictly adhered to at all times.
You should inform us of complaints within 7 working days of your order being delivered.
Will my personal details be disclosed?
No. Virtual Yarns will not disclose your personal details. We do not share information or sell it to any third parties whatsoever.
Golden Rule
We hope you will enjoy using our yarns.
All yarn packs for specific knitting projects include enough yarn to make a swatch. It is vitally important that you make a swatch before starting to knit your project.