Delivery, Refunds and Returns
Laughing Hens are completely dedicated to your total satisfaction. We do everything we can to make sure your order gets to you as soon as possible. Every effort is made to pick, carefully wrap and dispatch your order the next working day. Once your order has been dispatched, you will receive a dispatch email informing you your order is on the way.
All orders are sent via Royal Mail and the delivery times are expected to be within 1-2 working days depending on the service in your area. Occasionally it can take longer for Royal Mail to deliver your order (especially during busy periods such as Christmas), please wait 10 working days after the dispatch email is received before contacting us about non receipt of orders and we will endeavour to resolve this for you.
Delivery Cost and tracking
The cost of delivery is calculated during the checkout process based on the delivery location and the goods in your basket (postage rates). Free delivery of yarn and needles is available on orders over £40 to the UK.
All UK parcel orders will be sent using Royal Mail's Tracked 48 service and can be tracked throughout the UK to their destination if required. Smaller books and leaflets will be sent using Royal Mail's 1st Class Large Letter service. Orders to destinations outside the UK over £50 will be sent using Royal Mail's International Tracked or Signed For service to ensure security and piece of mind.
Delayed items and orders
If an item from your order is out of stock, we will send other items on your order that are available immediately and you will see a message at the bottom of your dispatch note with details of when we expect to send the remaining items. In the case of any further delays we will keep you updated by email.
In the unlikely event that your entire order is delayed, we will send you an email informing you of this along with an estimate of the expected dispatch date. We will keep you updated with any further delays by email.
Orders Not Received
If you have received a dispatch email and your order does not arrive, please check you have not received a delivery note from Royal Mail - very often the parcel has not been able to be delivered and is waiting for you at your local Royal Mail depot. Please leave 10 working days before contacting us regarding non delivery. The Post Office consider a parcel 'lost' if it has not been delivered 3 weeks after dispatch. If your order still has not arrived after this time please email us and we will be pleased to resend your order immediately, subject to items being available.
Returns, Replacements and Refunds
In the unlikely event that there is something wrong with your order eg. incorrect goods received, goods damaged or faulty in any way, we will be pleased to issue a full refund for the order and original postage charge.
Alternatively, if you wish to receive replacement items, we will send these items out to you by return free of charge, provided they are still in stock. We ask that you return faulty or incorrect goods within 30 days of delivery via 2nd class post and we will refund your postage costs. It is important that the original dispatch note is included with returned items this will assist us making any refunds due.
You may return new or unused products within 30 days of delivery and receive a full refund for the products only or exchange for a similar product and there will be no redelivery charge. Please return the products in a re-saleable condition with appropriate packing along with the delivery note and why you are returning the goods, a refund or exchange for the goods will be made upon receiving them. The buyer is responsible for the cost of the return postage. We recommend that returns are sent by recorded delivery as we cannot accept responsibility if returns go missing or are damaged in transit. We regret we cannot accept patterns being returned or exchanged at any time.
Please send all returns to:
Laughing Hens - Returns,
The Croft Stables,
Under the Customer Protection (Distance Selling) Regulations 2000, you have seven working days upon receiving any goods to cancel your order. Where you exercise this statutory right to cancel, we will fully refund the price paid for the goods. The refund will be paid to you once we receive the goods in re-saleable condition. In all cases of cancellation, the notification to us must be made in writing (e-mail counts as writing) within seven working days of you receiving the goods and should include the order number and details of the claim. Your email or letter will be deemed to have been received by us on the date you send it. The goods must be sent with their original, undamaged packaging and the original invoice.
All refunds will be made via the original payment method, credit notes can be issued on request.