Help & Contact Us

You might find the answer you need in the below quick help. If not, use our contact details below to get in touch with our friendly Devon based team.

Quick Help

Who runs this shop?

Chenille Yarn is an online shop, run by a small team based in Devon. Since launching in 2018, we now pack and ship out 1,000s of yarns to customers across the UK. To find out more and to discover the story behind our store, please read the about us page here.

How do I make an order?

We’re primarily an online business, so we’d recommend ordering through the website. 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, using the filter (either on the left of your screen or by clicking “View Filter”).

Once you have 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.

If you have any issues, we’re also happy to take orders & payment over the phone, so give us a call on 01392 575 218 between 9.30-5.00 Mon-Fri.

What is chenille yarn?

Chenille yarn, sometimes referred to as velvet yarn, is typically made from 100% polyester. It’s super soft and perfect for making cosy soft blankets. Other project ideas include cardigans, jackets, ponchos and cushions! We stock brands like Sirdar, King Cole, James C Brett and Cygnet!

When ordering chenille yarn, it’s important to note that the colour in any picture may vary to the yarn, as we try to colour match product images to the yarn as best we can.

What can I make with chenille yarn?

It sounds silly, but you’re only limited by your imagination! Some popular items made from chenille yarn include baby blankets, cushions, cardigans, scarfs, hats, cuddly toys, dressing gowns and amigurumi pals! You can find ideas for your next project by visiting our patterns page here.

Do you offer wholesale or bulk discounts?

If you are looking to order £150 worth of yarn, then please go ahead and use 150more at the checkout for 10% off your purchase. If you want to purchase significantly more than 20 yarns, please get in touch with us and we can discuss pricing on a case-by-case basis.

How much is shipping? Where do you deliver to?

Mainland UK Address

Free delivery on orders over £30, or we offer next working day delivery for £4.95. On orders below £30, we charge £2.95 postage. Your order should be shipped same day providing your order is placed before 3pm on a weekday (excluding bank holidays) and your address is in the UK mainland.

Other Addresses

If you live in the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands, Northern Ireland or further afield, then please contact us before ordering so we can advise you whether we can ship to you – it is normally fine for Royal Mail orders, but larger orders might incur additional costs due to the pricing of our couriers.At this time, we do not ship outside of the UK, but we hope to in the near future.

The product I want is out of stock?

We’re sorry if this is the case, we do our best to keep all products in stock. To be notified when we re-stock that item, please follow these instructions:

1) Visit the product pages of the yarns that you need

2) Where the ‘Add to basket’ button normally sits, you should see a box called “Be notified when this is back in stock!”

Enter your email address and the system will automatically email you as soon as they are restocked.

Can I specify the batch/shade number I require?

We know how frustrating it can be to discover, halfway through a project, that one of your balls of yarn is a slightly different shade to the rest. We regularly brief our small team of order packers to ensure they are packing yarns from the same dye lot number. Occasionally, where this is not possible, we will only send your order if the other batch is an identical match. If we cannot fulfil your order with either the same lot number, or a matching shade, then we will call or email you to discuss your options.

Where's my order?

Orders sent via our Standard Delivery service, Royal Mail 48, can take 3-5 working days to arrive. Please note that this is not a tracked service, but you can often see delivery confirmation here using the shipment number we sent in our dispatch notification (if you can’t find it, please check your spam). Please let us know if your parcel does not arrive by the 6th working day.

If your order was sent out using DHL Parcel, you can track your order here using the tracking number sent via email when your order was dispatched (check your spam folder if you’re struggling to find it).

My yarn is faulty - what do I do?

We’re really sorry there’s a fault with your yarn. We try and check all yarns before they’re sent out, but without unravelling the entire ball, faults further inside may be missed. Please send us details of the issue and any photos of the fault. From there, we can arrange a replacement (depending on stock) or a refund.

What is your returns policy/how do I make a return?

If you’ve changed your mind then please return it in the original packaging and with all tags/labels attached within 30 days. You are responsible for the cost and risk of returning the items. Refund of purchase price will be refunded by the same method as the payment was made. Return postage and packaging will not be refunded unless required by law.

If your item is faulty or we have sent you the wrong items, please contact us so we can arrange return of the products and your refund. We will only cover the cost of your return postage if you contact us in advance and send it via our requested method/service.

Our full terms and conditions can be found on this page. More information can be found here, on returns & refunds.

How do I send you pictures my yarn creations?

Firstly – thank you very much in advance for sharing your creation with us! Please email your pictures to help@chenilleyarn.co.uk and please clearly state that you give us permission to use them on our website or social media. If you want us to credit you as the source, then let us know how (for example your real name, an alias, or social media username) – otherwise we will assume that we should post them anonymously.

Email (our preferred method)

team@chenilleyarn.co.uk

Phone (Mon-Fri, 9.30-5.00)

01392 575 218

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

ChenilleYarn.co.uk, C/O Uplify Ltd, 1 Exeter Road, Exmouth, EX8 1PN