We want you to feel happy and confident with your CoolCrafting purchases. If something isn’t quite right, we’ll always try to help — but because many of our items are specialist, handmade or cut to order, there are a few guidelines to be aware of.
This policy applies to purchases made in our Kendal shop. Our online returns policy still applies to orders placed via the website. (https://www.coolcrafting.co.uk/faqs-categories/returns/)
What can be returned or exchanged in store?
For non-faulty items, we offer:
- An exchange (same or equivalent product), or
- A credit note to the same value
We do not offer refunds for non-faulty in-store purchases.
You may return or exchange the following non-faulty items if they are unused, undamaged, and in a resalable condition:
- Craft kits (including Luna Lapin & Friends)
- Sewing and knitting patterns
- Books
- Haberdashery and general notions
- Yarn
The original receipt must be provided, and the return or exchange must take place within 28 days of purchase.
Faulty items
If an item is faulty, you may return it within 28 days of purchase with your receipt. You can choose:
- A refund, or
- An exchange
Faults should be reported as soon as possible so we can resolve the issue quickly and fairly.
Items that cannot be returned
Unfortunately, we’re unable to accept returns or exchanges for:
- Sale items (these are non-refundable)
- Cut fabric/ribbon/trim/remnants
- Custom kits
- Gift cards
- PDF products
These items are sold as final sale unless faulty.
A note on care and fairness
Many of the items we sell, especially fabric, patterns and kits, cannot be resold once opened or used. This policy helps us treat all customers fairly and allows us to continue offering carefully selected materials and small-batch products.
If you’re unsure about anything before buying, please ask — we’re always happy to help you choose the right thing.
Excess Wool Returns Policy
We’ve all been there. A project grows, changes direction, or simply doesn’t need quite as much wool as we thought. We are just as guilty of overbuying yarn ourselves, so we’re happy to offer a little flexibility where we can.
If you’ve purchased wool from CoolCrafting in-store, you may return unused excess yarn provided that:
- The wool is clean, scent-free, and in a fully resalable condition
- The ball band is intact and attached
- The yarn has not been wound, knitted, or altered in any way
- It is within 90 days of purchase.
- You can provide the original receipt
If these conditions are met, we’re happy to offer a credit note to the same value, which can be used towards a future yarn purchase.
Please note
- Excess wool returns are eligible for credit note only – refunds are not available
- Sale yarns are not eligible for return
- We’re unable to accept yarn that has been smoked around, stored with pets, or exposed to strong scents, as this makes it unsuitable for resale
- This is a discretionary policy, if we no longer stock the yarn, or it has been placed on sale we may have to say no to an exchange.
This policy exists because we want to support mindful, joyful making — and because we know that sometimes projects take on a life of their own.
If you’re ever unsure how much yarn you’ll need, we’re always happy to help you plan before you buy.