Terms and Conditions  

Terms and Conditions

Terms and Conditions

We do not disclose buyers' information to third parties. Cookies are used on this website to function more efficiently and to keep track of the contents of your shopping cart once you have selected an item,


This page and the information referred to on it, tells you the terms and conditions on which we supply the products that are listed on our website www.hildaknitwear.co.uk to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.

You can print a copy of these terms and conditions for future reference. We reserve the right to amend our terms and conditions of business at any time without prior notification.


About Us

We are a small family run business based in Solihull and now online. We offer a wide range of yarn and knitting, crochet and felting materials. We also endeavour to provide a high standard of workshops, ranging from knitting and crochet for beginners to professional finishing techniques for advanced yarn crafters.  


Our Service Accessibility

Our site is only intended for use by people living in, i.e. resident in the United Kingdom and Europe only at present. We currently do not accept orders from individuals outside the EU countries but this may change in the future.


Your Status

By placing an order through our site, you merit that:

You are legally able of entering into binding contracts;

You are at least 18 years old;

You are resident within the United Kingdom and Europe; and

You are accessing our site from within the United Kingdom and Europe.


The Contract Between US (Hilda Haarhoff knitwear) AND You the Customer

When you place an order, you will be sent an email acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance and we will confirm this acceptance to you by sending you an email that confirms that your order has been dispatched. There the dispatch confirmation email is a contract between you and us confirming that we have accepted your order and that it has been sent to you.

The Dispatch Confirmation will only relate to the products that particular order. Each dispatch confirmation shall consequently represent a separate Contract.

If we cannot provide any of the product(s) in your order, then we will give you the option to cancel your order or place an alternative order.

Please note that we reserve the right to make any changes to the product specification(s), which are required to conform to any applicable statutory requirements.

Consumer Rights

You as the consumer have the right to cancel your order at any time up and including seven days after delivery.

For a full refund, you must contact us in writing (by email or letter) within seven days and the products in the order must be returned unopened and in there original condition.

You the consumer will be responsible for the original shipping costs, and the cost of returning the goods. We cannot be liable for returned goods that are lost or damaged in transit, so please ensure you use a recorded delivery service and insure the items for their value. 

You will receive a cheque or a credit from us, which will appear, on your credit or debit card within thirty days of our receipt of the goods.


Deliveries to the UK will be sent through Royal Mail and for deliveries to Europe will be sent using Royal Mail Airmail. Orders will be posted on working days only between Monday and Friday. Your order will normally be dispatched the following day or the same day as your order depending on the time you placed your order. We cannot be held responsible for any delay caused by Royal Mail.

Risk and Title

The Products will be at your risk from the time of delivery.

Ownership of your order will only pass to you when we receive full payment of all sums due to us in respect of the order, including delivery charges. 


Prices and all delivery costs are subject to changes at any time, however any changes made will not affect orders placed before such changes are implemented.


Payment for orders is to be made at the time of placing your order. Payments will be accepted in the form of credit or debit card or PayPal. We will accept payment with Visa, MasterCard, Maestro, JCB, Visa Electron and PayPal. Your debit, credit card or PayPal account will be debited at the time of placing your order.

Will require that the person placing the order is also the holder of that credit or debit card or have the credit or debit Cardholder's authorisation. If the credit or debit Cardholder later denies authorisation, you may be charged with a criminal offence.

We cannot store any debit or credit card details for data protection purposes. Neither do we share our customer details with any other 3rd parties.


Returns and Refunds

In the unfortunate case that your order is received faulty, please contact us via email within seven days of receipt. You need to return your ordered products in their original packaging to Hilda Haarhoff Knitwear. You must ensure that you include a copy of the original order along with your name, telephone number, address and email address. We strongly advise that all returns are sent via recorded delivery. We cannot be held responsible for any lost packages if not sent recorded.

We will reimburse any delivery costs incurred when returning faulty products and were possible we will endeavour to send you a replacement for your order at no extra cost to you other than the original cost.

We do not offer a skein winding service, however if requested we will happily wind skeins for you, time permitting. Any skeins however that have be wound into a ball will be non-returnable.


Delayed or Missing Packages

For UK orders, if a parcel hasn't arrived within 3 working days, please check with your local sorting office to find out if they are holding your parcel but haven't left a card, as your first stage in recovering your package.

Although we always obtain proof of postage for all the packages sent, unfortunately this does not give us the ability to track your parcel. However all orders placed will sent 1st class recorded delivery and require a signature.

We are not able to make any claim against the post office until 15 working days have passed, from the posting date. As a result no replacement product or refund can be offered during this period. Although we appreciate the extreme frustration that comes with waiting for this long, but we ask that you please be patient. The upside to this is that most parcels do turn up within 15 working days.

For European orders a parcel is not considered as missing by the post office for a total of 20 working days, after which a claim can then be made. Please note that we cannot be held responsible for missing parcels where the incorrect address has been provided by the customer.

In a case where Royal Mail returns an order as undelivered, we will give you the option to have that order resent. There will however be an additional charge for redelivery if an order has not been collected from the sorting office or the wrong address has been provided.


Import Duty

If you order Products from our site for delivery outside the United Kingdom, they may be subject to import duties and taxes, which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Please note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.


Product Descriptions

All the information on our website is accurate to the best of our knowledge. However, we cannot guarantee that all product descriptions are current and error free. We will correct errors as soon as they are brought to our attention. Colour names and swatches are for your convenience only. Because of the difference in which computer screens display colours, the colour that you see may not match the actual colour of the yarn.

Some hand dyed yarns that have been dyed using natural dyes many vary in weight by + or - 10%, they are however sold on the basis of length.


Gift Vouchers 

When redeeming Gift Vouchers against your our purchase, only one voucher per denomination can be used per order. For multiple Gift Voucher purchases of the same value, one order per Gift Voucher must be placed. Hilda Haarhoff Knitwear Gift vouchers can be redeemed towards the purchase of items that are on the Website at the time, subject to availability, including postage costs. When redeeming Gift Vouchers, the unique code stated on the gift voucher will need to be entered on the shopping cart page. Gift Vouchers must be redeemed within 6 months from date of purchase. Any balance remaining after the 6 month period will be void. When making a payment using Gift Vouchers, if the goods being purchased exceed the amount on the voucher, then the balance must be paid using other means of payment accepted by Hilda Haarhoff Knitwear.

Gift Vouchers cannot be used in conjunction with promotional coupon codes. Only one Gift Voucher can be redeemed per order. The Gift Voucher codes may be used more than once until balance is zero. Gift Vouchers are non-exchangeable and non-refundable. It is the responsibility of the customer to ensure their email address is correct. Gift Vouchers sent to an incorrect address cannot be cancelled or refunded once redeemed. Hilda Haarhoff Knitwear will not be responsible if a Gift Voucher is lost, stolen, corrupted, destroyed, deleted or used without permission.

Hilda Haarhoff Knitwear reserves the right to change any of these terms and conditions from time to time without notice and to take appropriate action including cancellation of the voucher if, at its sole discretion, it deems such action necessary.


Written Communications

Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our site. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.



Notices given by you the customer to us must be given in writing to Hilda Haarhoff Knitwear, The Studio Unit 4, Earlswood Lakes Craft Centre, Wood Lane, Earlswood, Solihull, West Midlands, B94 5JH and if by e-mail, then send to info@hildaknitwear.co.uk. Hilda Haarhoff Knitwear will give notice to you through e-mail or postal address. This is will be the address you provide when placing an order. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, and after three days of the posting date for a letter. In proving the service of any notice, it will be sufficient to prove that the letter was properly addressed, stamped and placed in the post and for an e-mail that such e-mail was sent to the specified e-mail address. 


Entire Agreement

We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents that you have relied upon, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.



We have the right to revise and amend our terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.


You will be subject to the policies and terms and conditions in force at the time that you make an order with us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority, only in this case it will apply to previously placed orders that have not yet been completed, (i.e. order not yet sent). We will notify you of the relevant changes to the terms and conditions before we send you the Dispatch Confirmation. In such circumstance we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within 7 business days of  receipt of your purchased order.

Therefore unless required by law, any changes made to our terms and conditions made will be applicable when they are already in place at the time of placing your order. 


Law and Jurisdiction

Contracts for the purchase of Products and/or Services through our site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales


Postage and Shipping 

We use Royal Mail to send your order our postage and shipping rates are based on the weight of your order.

You can get estimated the shipping charge before you check out in the shopping cart. Just select the country you are in and enter you postal or zip code. 

All orders will require a signature.

All orders are dispatched within 24 hours of us receiving them, unless your order was placed over the weekend and then it will be sent on Monday, with the exception to this when there is a bank holiday. 


UK Customers

You can choose to have your order delivered 1st Class signed for delivery only. Postage charges will be between £3.00 and £7.00, depending on the weight of your order. Orders sent 1st Class can take 1-2 working days to arrive.


European Customers

All order to Europe will be sent by Airmail.

The shipping charge is based on the weight of your order, which will cost between £4.00 and £9.00. 

Orders to Western Europe should arrive within 3 working days, Eastern Europe within 5 working days and the rest of the world 5-7 working days. These times are not guaranteed but a guideline from Royal Mail.