It's important to us that your shopping experience with Athenbys is simple, convenient and one you would want to repeat. We've put together the details on this page in the hope of providing some useful information should you need it. If you have a question that isn't answered here please contact us and we'll do our best to help.
You should be able to browse the products available using the drop down category lists on the left hand side of the page. When you see a product that you are interested in click on it to see a fuller description and additional photographs. We believe that we are providing customers with useful information that will help them to make an informed decision about their purchases. However, if you require more information on a particular product please fee free to contact us. Once you've found an item you would like to buy, enter the quantity that you would like and click on the Add To Basket button.
As you add items to your shopping basket you will notice that a summary of its contents appears on the left hand side of the page. You can always get a detailed view of exactly what is in your basket by clicking on Display Shopping Basket. When you display your shopping basket you have an opportunity to either update quantities of items in the basket by typing in new numbers into the Quantity field and clicking the Update button or you can remove an item entirely from the shopping basket by clicking on the delete button next to the item (it's the one that looks like a small waste basket).
When you are ready to make your purchase you need to click on the Check Out button. The Check Out button is located in the shopping basket, so if you haven't got the shopping basket currently displayed on screen click on the Display Shopping Basket option on the left hand side of your screen.
You can complete the checkout process either as a guest or as a registered customer. The principle difference is that registered customers contact information is kept securely on our systems for use by you on future orders making the shopping process that little bit easier, registered customers also get access to their order history. The check out process will provide you with prompts to supply the information we need to complete your order.
When we have received your order we will send you a confirmation email detailing the items that have been ordered. If you don't receive an email then please contact us and we will look into it as a matter of urgency.
Please note that we have a minimum order value of £5
Once we have sent an order confirmation we cannot normally amend your order but please contact us and we will do our best to help. If you want to cancel your order please contact us as soon as possible. If your order has already been dispatched then your will need to use the returns procedure outlined elsewhere on this page.
Wherever possible the products displayed on the website will be in stock. However, occasionally we do run out of stock on popular items. Where this happens we will endeavour to contact you as soon as possible and give you the option of either waiting for the item to come back into stock or cancelling your order.
If you can't find an item on the website you are welcome to contact us. We will let you know whether it is something we can obtain on your behalf.
We make every effort to ensure that what you see on the website is a fair representation of the goods that you order. Should we become aware of any inconsistency we'll do our best to correct it as soon as possible or make the inconsistency clear on the product information. However, depending on the computer or device that you use to view the website colours will inevitably show some variation. Should you order something that isn't quite to your liking you can return it to us for a refund. Please see the Returns section elsewhere on this page.
We always pick yarns for an individual order from one dye lot. If you after a particular dye lot then please contact us and we'll see if we can obtain it for you, we can't however, guarantee dyelots matching from one order to the next.
Payment can be made via the majority of debit and credit cards including Visa, Mastercard, Maestro, Visa Electron and American Express. We also accept payment via Paypal. We do not accept Laser, Diners Club or JCB cards.
The cost of delivery is calculated during the checkout process based on the delivery location. For more information please visit our Customer Service page.
We aim to dispatch all orders received by 3pm the same day. UK orders are sent out using Royal Mail First Class delivery. All other orders are sent via Airmail and are then subject to the standard postal service in operation in the destination country.
UK – Royal Mail First Class delivery normally delivers within 1 to 3 working days from the date of dispatch, though this is not guaranteed. Our experience is that many parcels arrive the next working day at their destination but occasionally this can take up to a week.
Europe – Typically orders arrive within 5-7 working days from the date of dispatch.
Rest of the World – Orders should arrive within 10-14 working days (excluding day of dispatch)
USA and Canada – We have found that orders to the US and Canada can vary enormously in their delivery times. Some take a few days others have been known to take a few weeks. Please note that we have no control over this delivery time.
If you believe that your items have gone missing in the postal service please contact Customer Services. Please keep in mind that it is the policy of the Royal Mail not to classify an item as missing until 15 working days after dispatch for deliveries within the UK and 30 working days for deliveries outside of the UK.
In line with current consumer protection legislation we offer a 14 day no quibble return policy where we will either refund or exchange the items you return. The 14 days limit starts from the date that you receive your order. The goods should be returned in a saleable condition preferably in the original undamaged packaging.
When returning items it would help us to improve our Customer Service and product range if you could include a brief explanation of why you are returning the goods.
As standard we refund the cost of the goods, should you prefer an exchange please contact Customer Services. Refunds should be credited to your account within 10 working days.
You are responsible for the cost of returning items to Athenbys. Our recommendation is that you return items using a recorded delivery service that requires a signature. Proof of postage is not proof of delivery and we cannot be held responsible for items that go missing.
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If you believe an item is faulty or that we have sent you an incorrect item please contact Customer Services as soon as possible. We will be happy to offer a refund or exchange at your preference. Occasionally you may find a knot in your yarn this doesn't necessarily mean that your yarn is faulty. If you've got a particularly knotty ball of yarn please contact Customer Services to discuss.
When returning faulty/incorrect items our recommendation is that you return items using a recorded delivery service that requires a signature. Proof of postage is not proof of delivery and we cannot be held responsible for items that go missing.
Sometimes large orders will be dispatched in multiple packages particularly when being dispatched via airmail. Where this is the case we will always indicate on the outside of the package that it is package 1 of 2 etc. Orders sent in multiple packages may not necessarily arrive at the same time. If you believe that items are missing from your order or that a package has gone astray please contact Customer Services.
If you require a large amount of a particular yarn or would like us to look into obtaining a product that we do not usually carry on your behalf please contact Customer Services.
Our customers are our No 1 priority. If you can't find an answer to your question on the site or just need more detail about a particular item please contact Customer Services.
The best way to contact Customer Services is via the email address email@example.com We aim to respond to your question within 2 working days of receipt.