FAQs

FREQUENTLY ASKED QUESTIONS

If you are looking for general Shetland Wool Week FAQs, they can be found here.

 

DIGITAL DOWNLOADS

Help - I have not received my digital download!

If you have purchased a digital file and have not received an email with the download link: please check your junk mail first. If you have downloaded the file and are unable to find it: check the downloads or files folder on the device you are using. Should none of the above work, please email us with your order number, and we can re-send any digital PDF downloads.

If you ordered a SWW Annual Digital & Printed Bundle, please note you will receive an email with the download link once the printed edition has been dispatched.

 

I have reached my download limit – what can I do?

There is a limit to the amount of times that digital files can be downloaded. We recommend to download your files once and save them in a safe place on your device. If by mistake you have exceeded the download limit or can’t find the file, please email our team and we will be happy to assist.

 

Do you sell digital versions of older Shetland Wool Week Annuals?

The Digital PDF Editions are only available to download for one year from their release. After this time the patterns return to the designers to sell. Due to this we are currently unable to sell digital versions of previous Shetland Wool Week Annuals. The printed versions will still be available from our store while stocks last.

 

Where can I buy previous Shetland Wool Week hat patterns?

In the spring of every year the new SWW patron is announced and one of their first jobs is to design the official SWW hat. During that year the SWW hat pattern is available to buy from our website. Once the new pattern is announced, we no longer sell the previous one and it returns to the designer to sell. A list of previous SWW hat patterns and where to purchase them is available here.

 

ORDERS

When will my order be dispatched?

We aim to post orders within 3 working days. Please note we are a small team and in peak periods this may take slightly longer.

 

Can I edit or cancel my order?

Please email as soon as possible if you would like to make any changes or cancel your order. We are unable to make changes to orders once they have been dispatched. Please see our Refund Policy for how to return an order once received.

 

How much does shipping cost?

Information on shipping prices can be found on our Shipping Policy page.

 

Why are you unable to ship to EU countries?

Due to new GSPR regulations which came into effect on 13th December 2024, we have had to temporarily suspend all sales to the EU, EEA and Northern Ireland. We are currently working on this and will re-open sales to these destinations as soon as we have met with the new requirements. 

 

I have not received my order – how can I track it?

As we are shipping from Shetland, extra delays may incur due to transport links. Please keep this in mind while waiting for orders to arrive.

The tracking information can be found in your order confirmation email (excluding orders of single knitting patterns which are sent untracked). If the tracking details suggest your parcel has gone missing or has problems in transit, please get in touch and our team will investigate.

 

Why can’t I track my hat pattern order?

To keep delivery costs low on orders of single Shetland Wool Week hat patterns, these are sent by untracked post which may take slightly longer to arrive. If you are itching to cast on, a digital version can be purchased here!

 

How do I get a refund or return unwanted/damaged items?

For orders which arrive damaged in transit, please email our team with your order number and photos of the damaged parcel and products and we will assist.

Please see our Refund Policy page for more information.

 

Do I pay tax or import duties on my order if I live outside the UK?

Tax / VAT on international orders will be deducted at checkout. Import duties will be charged by Customs according destination country: please see our Shipping Policy for more info.

 

­CONTACT

If you cannot find the answer to your question above or need further help from our team, please get in touch on sales@shetlandamenity.org. This mailbox is monitored regularly during working hours and we will get back to you as soon as we can. Please note that at peak periods, when we may be receiving a lot of enquiries, we may take a few days to respond.