INFORMATION PAGES

FREQUENTLY ASKED QUESTIONS

If there is anything we have not covered please do contact us. If you think any FAQ is in the wrong section please let us know.

ORDERING

Some suppliers do not give names to their shades but we do try to give a description where we can. If you are unsure what the colour is please contact us.

No, Shade cards are almost impossible to get out of the Manufacturers. We have looked into providing them ourselves but the cost, in both time and money, was very high. Catalogues are very expensive to keep up-to-date - they would also be very large - we prefer to keep the prices on the Web Site down.

Any supply problems will usually be noted on site. If we have had an unusual demand for an item we may be temporarily out of stock and will let you know as soon as possible. Special Offers can sell out very quickly and our webmaster makes every effort to keep the site up-to-date. Occasionally you may find what you ordered has sold out. We will let you know as soon as possible and give you a choice of what to do with the order. Some of the items are on a Pre-order basis, this is noted on the item page and has a delay on sending.

If the original yarn was from us, and not too long ago, we may be able to. Please add a note to the Message Box in the shopping basket when you order. You can also add a note with what you would like us to do if we do not have the dye lot - send anyway, contact you or cancel the order.

There is an option in the Shopping Basket during checkout to request we email you, telephone you or text you if there is a problem with your order. We will usually give you the option of waiting for the whole order or cancelling & re-ordering.

If you contact us straight away we may be able to, but only if the order has not been downloaded by the office - we can also resend your email receipt after the order has been changed. We are sorry but once it has been downloaded it usually cannot be added to, but feel free to contact us to find out.

If you contact us straight away we may be able to, but only if the order has not been downloaded by the office - we can also resend your email receipt after the order has been changed. We are sorry but once it has been downloaded it usually cannot be changed, but feel free to contact us to find out.

If you contact us straight away we may be able to, but only if the order has not been downloaded by the office - we can also resend your email receipt after the order has been changed. We are sorry but once it has been downloaded it usually cannot be changed, but feel free to contact us to find out.

If you contact us straight away we may be able to, but only if the order has not been downloaded by the office - we can also resend your email receipt after the order has been changed. We are sorry but once it has been downloaded it usually cannot be changed, but feel free to contact us to find out.

 

SHOPPING BASKET

We have customers all over the world and it would be impossible to quote in all these currencies. Therefore, for your convenience, we have a currency converter you can use. This is for information only - the exact price you pay will depend upon the exchange rate your credit card company charges at the time of the transaction.

In the UK the maximum postage is £3.20. Orders over £40 will automatically get Free p+p. If you only order Pattern Leaflets the postage could be as low as £1.50 (UK only). Pattern Books also have a lower P+P cost. Please see the UK Postage and Packing Costs for more information. For delivery addresses outside the UK the shipping costs will depend upon how much you order. We will send you a Shipping Quote within 3 working days of ordering unless a delay is noted in the shopping basket. Your parcel will NOT be sent until you reply to that email. For more info please see our Non-UK Shipping Costs page.

In the shopping basket click the "Remove" button next to the item.

In the shopping basket change the amount next to the item to the number you want and click the "Update" button next to that item.

When the manufacturers put up the price of yarns we leave discontinued colours at the old price - we brought them at the old price so we sell them at the old price - that's only fair to you.

Where we do not stock all the colours in a yarn the other colours are put on the Special Order (Pre-order) Packs page. A difference in price would normally occur when manufacturers have just put up their prices. As we order the packs direct when ordered by a customer we would be paying the new, higher price. But any we have in stock by the ball were brought at the old price. We usually put up the price of 'by the ball' yarns when we have brought quite a few packs at the higher price - we think this is the fairest way for our customers. Occasionally we offer Pre-order Packs at a reduced price compared to the 'in stock' balls to give customers a discount.

Some customers have had this problem after updating their browser or computer. We have added a page called Shopping Basket Payment Problems on the Info page with details of some solutions. However it would normally be because you have not filled in one of the "required" fields or not ticked the GDPR tick box.

 

PAYMENTS

Yes, whether you use our Shopping Basket, or phone your card details to us, your details are secure. All CPU Enterprises Web Sites use a 128 Encryption Secure Socket Layer Server provided by mal's e-commerce. This means your card details can only be accessed by authorised staff at the CPU Enterprises Head Office. Please do NOT send your details by email - this is not secure.

Due to the way our system is set up we do not take cheques. They also cause an unacceptable delay to completing your order

Yes you can (UK only) but only between the times stated in the Shopping Basket. Please do not phone outside the times and dates shown in the Shopping Basket. Full details of the phone number will be on the Shopping Basket Exit Page if you choose this option.

Sorry we can no longer accept Credit Card Details by Fax - this is because there is often something missed off which we need to process the order - you can still phone your Card Details.

It is very difficult for us to split orders for various reasons. If we do agree to split an order then the full UK postage will be payable on both parcels. For Non-UK orders, the amount of postage charged is for the actual weight of each parcel.

Yes - The receipt from our Credit Card Machine is put in with the parcel. If the parcel is being sent to a different delivery address the receipt will still be put in the parcel unless requested otherwise.

 

JUST ORDERED

We do our best to send all orders (subject to stock) within 3 working days (usually much quicker) unless a delay is noted in the shopping basket. All parcels (subject to size) are sent by First Class Royal Mail - they strive to deliver most UK orders next working day. Overseas orders officially take between 5 to 10 working days by Royal Mail Airmail, but that can be extended during busy times of year. Items marked Pre-orders usually take longer - there will be more details on the page your order from.

Yes - The receipt from our Credit Card Machine only prints the last 4 digits of your number.

It will not be sent instantly, like your email receipt, it can take a couple of days to send you the shipping quote email. The order has to go through our normal order process in the office before it is sent to the Warehouse to be 'got up' and weighted. The order is then sent back to the office to have the shipping costs calculated. All this does take a bit of time, especially if we are busy, but you should get the email within 3 working days (usually) unless a delay is noted in the shopping basket.

Please note we do not work Saturdays, Sundays or Bank Holidays. The quote should be with you within 3 working days (usually quicker) unless a delay is noted in the shopping basket. First check your spam box, if it is not there then contact us, there may have been a problem with your email address.

If you got to the exit page with an order number then we probably have got the order. Check your spam box, if it is not there then contact us and we can check. If you didn't get to the exit page with the order number then we probably haven't got the order. Please contact us and we can check.

There are 3 possible explanations. Firstly the email might be in your spam box. Secondly you may have put your email address down wrong and the email has bounced or gone to someone else. Thirdly your inbox may be full and your isp has bounced it (mainly hotmail). If you contact us we can resend your email receipt, either to the same email address or a different one if you wish.

We normally either send the parcel and a 'parcel sent' email or we will email you if there is a problem - usually within 3 working (usually quicker) days unless a delay is noted in the shopping basket. Please check your spam box or contact us.

 

AFTER RECEIVED

Every monitor is different so exact representation of the colours is very difficult. What looks right on our webmasters screen (which is calibrated) may look different on yours. Also manufacturers sometimes change colours slightly between dye lots, if we know they have changed we will redo the colours on the site.

Most orders are sent by Royal Mail and we cannot give the postman that sort of instruction for security reasons. There is room in the Shopping Basket for a different delivery address if you know you will be out. This could be a neighbour, friend or your place of work (or courier for Non-UK orders). But the Card Holders section in the Shopping Basket must be filled in with the registered address of the card holder for security checks.

All orders do need to go through the Secure Internet Shopping Basket for stock control and automatic receipts etc. We also do not keep your Card Details after a transaction has been made. You can put a note in the Message Box about the dye lot you require.

Yes - if it is 14 calendar days or less since you received it and you wish to cancel the whole order. The Consumer Contracts Regulations 2013 (CCR) state that we are obliged to give you a cooling off period in which you can cancel and return your whole order. There are some exceptions so please do check the full details in our Terms and Conditions.

Sorry we do not offer an exchange service. You do have the right to cancel and return your whole order if it is 14 calendar days or less since you received it. There are some exceptions so please do check the full details in our Terms and Conditions.

In the past we had some dreadful stuff returned for exchange - yarn smelling of smoke; covered in animal hair; obviously not full balls; used and pulled down; knitting needles covered in scratches where they had been used and sent back; pattern books which had been bent back (probably from photocopying); pattern leaflets with pen marks on them etc. This is a case of the few have spoiled it for the many.

The first thing to do is look at your email receipt to check if what you got is actually what you ordered. If you did get what you ordered then please refer to our Returns Policy in the Terms and Conditions. If we did make a mistake please contact us and we will resolve it as soon as possible.

We do not normally accept part orders back however you do have the right to cancel and return your whole order within 14 calendar days. We occasionally accept part orders back, at our discretion, within the 14 calendar days but we do charge a handling fee. Full details in our Terms and Conditions.

 

PATTERNS

Yarn of the same ply can be used with any pattern. For instance, any 4ply yarn can be used for any 4ply pattern. You may not get the same effect and should always do a tension square. Some yarns also go further and you would therefore need less.

The copywrite for TV characters is hard to get so manufactures can't make the patterns. They usually come out eventually, often in magazines. Please do not be tempted to buy copies as that would be illegal.

Some patterns don't tell you the shade - where they do you can hover your cursor over the picture and a pop-up text will tell you the shade numbers used in that pattern (on certain browsers). You can also contact us and, if the pattern gives the colour, we will let you know.

The Pattern Leaflets Pages (and quite a few others) may use a small piece of code called JavaScript. This is harmless but some browsers have them switched off. We have a page all about JavaScripts which is on the Info Pages.

There was a Bob the Builder Toy in a magazine a few years ago but it was not released as a separate Pattern Leaflet. Please do not be tempted to buy copies as that would be illegal.

No - all our patterns are New and Original. Some of the Discontinued Pattern Leaflets (which are sold cheaper) may have some sticker residue, or be slight battered from hanging around the warehouse, but they are not second hand. It is illegal to just copy patterns for reselling so they are all originals brought from the various manufacturers direct.

Not at the moment. It is illegal to copy patterns in any way, even if we are sending you the original we are not allowed by Law to create a PDF. The only variation to this is when Manufactures have allowed us to give away a PDF of a pattern they no longer produce, but only in order to sell some yarn we have left. Some Manufacturers are allowing some retailers to sell PDF's but they do have to pay the Manufacturer for them. We feel this is open to abuse so have decided not to do it until the problems have been solved.

 

YARNS

One ounce is 28.35 grams - you can also check out our Conversions page for more info.

The manufactures like to keep up-to-date with all the latest fashions. But they have a limit on the number of colours they can produce so colours are regularly changed.

Sorry we do not accept part orders back or items back after 14 calendar days.

There is no statutory right which says we have to take back something you no longer want. Some shops do but they do not have to by law. Shops can see the goods before they accept them back - we cannot. Also the balls are likely to be old dye lots which we probably will not be able to sell.

According to one of the manufacturer we asked it is 4 in a 50g ball and 8 in a 100g ball. We believe that is far to many and continue to lobby the manufactures to reduce the amount.

Even a small difference in the tension square can be multiplied quite dramatically over the size of a garment. It is always worth buying an extra ball if you knit even slightly looser than tension. The extra ball could always be used to make a hat or part of a striped scarf.

It's very unlikely that it is faulty. The colour of the yarn in different dye lots cannot be guaranteed. Manufacturers often change the colour without letting us know. You have the right to cancel and return your whole order within 14 calendar days of receiving it - see our Terms and Conditions for more information.

The first question we would ask is - did you do a tension square? Even a small inaccuracy with the tension can be multiplied to a big one across a garment. Also double check you are using the correct needles. If you feel that your tension square was correct we would normally contact the manufacturer to see if they have had any similar problems with that yarn. Worst case scenario would be that we ask you to return the yarn to the manufacturer for them to check. If the yarn is faulty then it could be a manufacturing problem, if the yarn is not faulty then, unfortunately, it must be something you are doing wrong :-(

Hayfield Bonus yarns are produced by Sirdar, they decided to change the name to Sirdar Bonus to avoid confusion. However they have now changed it back to Hayfield Bonus - even more confusing!

 

GENERAL

Every month or so our Webmaster sends out an Email with information on New Items, Discontinued Lines and other information about the site. You can sign up via the Subscription Link on the Exit Page after you order, the Subscription Link on the Home Page or via the Email Newsletter Page.

Not at the moment, there is such a large variety of shapes, colours and sizes of buttons we would not know what to stock. We would also find it difficult to match buttons with the yarn, some people like a bit of a contrast, some people like an exact match - extremely difficult unless you have all the possible colours.

No - we are now an Internet Only Company with a nice little Warehouse.

We are sorry but we are not allowed personal callers at our Warehouse due to planning restrictions from when it was built.

The blue mail bags only go up to a certain size. Any order which is larger than that goes in the next size up bag - which is clear. If you really don't want your goods to be seen please put a note in the Shopping Basket Message Box and we will put the items in a black bag before putting in the clear outer mail bag.

You do not need a password to order from DKY so there is no password to change. The Customer Forum uses a password but only HTTPS Servers are affected so that password is not vulnerable. However, if you use the same password in other places, you may need to change it as it may have been compromised elsewhere.

This is the end of the FAQs. If you have any other questions please contact us.

 

 

All prices are in UK Pounds and include VAT (EU). Secure Shopping Basket. There is no minimum order.
Maximum Postage and Packing is £3.20 per order (UK only). UK orders over £40 are P+P Free. If your parcel is to be posted outside the UK please check our S+P Information Page.
Updated 06/11/18
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