Before you email or telephone us, below is a self help guide to answer some of our most common questions. Please make use of these walkthroughs before contacting by email or telephone.
To easily monitor progress of your order, click the "Where's My Order" button above. This will take you to your recent orders (you may need to log in) clearly displaying if your order has been despatched.
If you are viewing on a mobile, follow the same instructions but click through to the specific order. Please note all international orders are untracked
To check your balance, or see ways of redeeming points, click the "What's my Derapoints Balance" button above. This will pop up your Derapoints balance (you may need to log in) enabling you to see the various ways to earn or redeem your Derapoints.
To find out where we ship to, delivery charges or how to return an item in the event of faulty goods or taking advantage of our 30 day no-quibble exchange guarantee, click the "Delivery & Returns" button above.
The Social Hub is a great place to catch up on all the knitting news, chat about latest projects, follow KAL/CAL's or just generally hang out. But knowing how to use it would be useful! Click the "How do I use the Social Hub" button above to find out.
Click the button above and follow the instructions to reset your password.
If it has been some time since you have shopped with us (where have you been?!), your account can become dormant. However, Don't worry - Just input your details as if you are creating a new account with the same email address that you have used previously and the system will recognise you and include all your order history. Just click the "Activate my Account" button above.
If having gone through the above self help guide you still need to contact customer service, please click the "Contact us" button above