FAQs

What can I fit in my new bag?

I sell a variety of different sized bags. You will see a description of the types of project that each bag size is good for on the homepage for each bag collection. The Small and Everyday bags do not have pockets, however the Midi and XL bags both have a couple of useful pockets inside.

How do I care for my bag?

Eldenwood Craft bags should be spot cleaned as required. They prefer a hand wash to a machine wash. They like an iron. Best of all they like to be filled with lots of lovely yarn!

How often do you update the shop?

I have two types of update - small volume and large volume. I will aim to update the shop as regularly as I can with the smaller volume updates and it is worth checking out the shop regularly to see if I have added anything new. I will announce larger updates and specials on my newsletter, and Instagram is another good place to keep updated.

Can I reserve a bag?

Unfortunately I cannot reserve specific bags for you. However I do sometimes have some slots for made to order available and these will be notified to subscribers of ECHQ News which you can sign up for here. 

How soon will my order be shipped?

I aim to dispatch all ready to ship orders within 5 business days, and usually much sooner than this. There may be occasions when this is not possible (after a big update for example) and so it may occasionally take a little longer. If your order is time sensitive please do let me know.

Made to Order items will have a longer dispatch time and this will be advised in the product listing. 

Where you have ordered a mix of made to order and ready to ship items they will be shipped together once your made to order item is ready. Please contact me if you would like your ready to ship item dispatched earlier (additional postage charges may be required).

Do you ship internationally?

Yes, I ship internationally. Please read below about the different postal options available before you place an order.  

What shipping service do you use?

I use the Royal Mail postal service and I offer a number of different service options.

Domestic parcels are sent second class as standard. You may choose to upgrade to first class and a tracked option is also offered.

For overseas parcels a range of options are available from the Royal Mail - Economy, International Standard and Tracked. Please be aware that only choosing the tracked shipping option allows you to follow your parcel on its way to you and to obtain compensation should your parcel become lost.

For some overseas destinations I offer International Economy shipping which is cheaper than standard shipping services. However please be advised that this service is much slower as parcels tend to be transported by sea/road/rail. Parcels shipped by this method can take anything up to three months to arrive (dependent on final destination) and they are not tracked.

Shipping rates are calculated at the checkout and are based on the weight and parcel size. 

How long will it take for my order to arrive?

UK orders usually arrive between 2 - 5 business days after shipping. International orders usually arrive between 2 - 6 weeks after shipping (apart from orders where Economy shipping is chosen - see above).

These times are an estimate and actual delivery times may vary. International parcels can be subject to longer delays due customs clearances etc. Please allow up to 45 business days for international delivery (or three months if you have opted for the International Economy option). If your parcel has not arrived within this time frame please contact me and I will help to resolve the issue. 

Please also note that there may be delays due to unexpected events such as global pandemics. 

What about customs charges and other taxes such as VAT?

The buyer is responsible for meeting all customs charges and any other taxes charged by individual countries. 

This includes EU orders. From 1st July 2021 may experience additional charges (import duties, VAT and handling charges) when placing orders from the UK. Individual countries set their own rates and therefore you should be aware of these  at the time of placing your order. At the current time there is no workable solution that allows for small businesses to collect these charges ourselves. Therefore these charges are the responsibility of the customer.

If a parcel is returned to Eldenwood Craft uncollected I will refund the value of the goods, less any costs incurred as a result of the parcel being returned. 

Once a workable solution to this becomes available I will implement changes.

Do you accept returns? 

Your happiness with your order is really important to me and so if you are not completely satisfied with your purchase, please contact me within 7 days of receiving your order and I will work with you to resolve your concerns. In the event that we agree that your order should be returned to Eldenwood Craft, your product must be unused and in its original condition. Unless an error was made with your order, it is the buyer's responsibility to cover the cost of return postage. The items remain the responsibility of the buyer until they reach me and I therefore strongly advise that you obtain proof of postage. I am not responsible for any returned items going missing in transit.

Sale items are non returnable, all sales on discounted items are final.

Custom made items are not refundable unless they are faulty in which case the above terms apply.

Do you offer wholesale?

I would love to speak to you if you are interested in stocking my bags in your shop. Please be aware though that I run Eldenwood Craft as a sole trader and therefore I may not always be able to accommodate a wholesale order.