Help & Contact Us

We’re here to help, and if you cant find the answer to your query below, then scroll down to find out contact details.

Quick Help

How do I order?

We’re an online only business, so all orders need to be placed via our web site. But don’t worry, it’s easy and secure and we accept all major cards as well as PayPal. The best place to start is on our home page, and use the filter (either on the left of your screen or by clicking “Show/Hide Filter”). Once you’ve found the product you like, click add to basket and then look for your shopping basket at the top right of any screen. From here you can go to the checkout and complete your purchase.

Where do you deliver to?

At the moment we only deliver to the UK. Due to high costs by our shipping partners, there are some regions and areas we cannot currently ship to. These include the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands, Northern Ireland. If you live in one of these areas, then we encourage you to get in touch with us via the contact details on this page to see if there’s anything we can do.

How much is delivery?

For the areas we deliver to, we charge a flat rate of £2.95 regardless of your order size. If you spend £25 or more, then postage is completely free!

Which delivery companies do you use?

It will either by Royal Mail or UK Mail. It will depend on the size of your order as well as those of other customers that day and any logistical issues faced on the day of shipping. Standard delivery is Royal Mail 2nd Class. Express shipping, when available at checkout, will be sent either via Royal Mail 1st class of UK Mail next day (excluding weekends).

The product I want is out of stock

Firstly we’d like to apologise if this is the case, we do our best to keep our entire product range in stock. To be notified when we re-stock that item, please follow these instructions: 1) Visit the out of stock item page 2) Where the ‘Add to basket’ button normally is, you should see a button called ‘Email me when back in stock” – click this and follow the onscreen prompts.

Where can I find a discount code?

We know everyone loves a good voucher code! We don’t offer these very often, but when we do we send them exclusively to our newsletter subscribers. So, if you’ve not done so already, then sign-up here. PS. If you’re looking to make a big order (10+ balls) then we might be open to a deal – get in touch with us via the details below.

Contacting Us

If you still need help, then don’t worry – our team is here to help. You can contact us using one of the following methods:

Email (our preferred method)

[email protected]

Phone (Mon-Fri, 9.30-5.00)

0330 223 4995

Address (For returns only, no facility for visitors – sorry!)

ChenilleYarn.co.uk, C/O W&M, 1 Exeter Road, Exmouth, EX8 1PN