FAQs

 

Countess Ablaze is not available for wholesale. Everything is kept in-house with no foreseeable plans to change that so please respect boundaries and not ask; I've confidently turned down some very prestigious shops. But I thank you for your interest! 

It is NOT permitted to buy Countess Ablaze products and resell them in your business without written confirmation from us. If you were found to be selling Countess Ablaze products as a business without permission, you will no longer be allowed to purchase from us and your account will be blacklisted.

For online orders, the two payment processors are PayPal and Stripe. Both are secure payment processors, and Stripe is integrated into the shop checkout.  It is not possible to pay by cheque or postal order. 

If you are a UK or EU customer, you will pay VAT on your order. The website shows prices both with and without. 

Gift cards do not have VAT applied but VAT is applied to the redeeming order if you are a UK or EU customer.

Discount codes are time sensitive and will not be reissued after the expiry date. For help using a discount code, please see this page

Discount codes can not be applied retrospectively and must be used at the time of purchase.

You can visit our showrooms in Manchester Northern Quarter at 21 Swan Street, Manchester, M4 5JJ. This is not a traditional yarn shop but a functioning dye studio.

Opening hours: Tuesday to Saturday 10am - 5pm. 

There are two showrooms on the ground and first floor. The building is DDA compliant with a lift and wheelchair access throughout. The top floor dye studio is not open to the public and we do not hold tours.

As this is a showroom and production space spread over three floors, we operate on a buzzer system. Please press the buzzer to gain entry and one of us shall let you in. All the businesses on our complex operate the same way and it keeps our staff (and yarn!) safe as we're not a traditional shop.

We run a knit group on Saturdays from 1 pm. This is £2.00 each and refreshments are provided. We also have free WiFi for customers. If you want to hang out and knit in the studio, this is the time to do it.

 

IMPORTANT: The Countess has ASD, and as such would struggle to accommodate groups due to the excess numbers or additional attention. Also we need to consider fire regulations regarding capacity.

Group visits of less than 5 may be able to attend knit group (after confirmation from Countess Ablaze Ltd.), so long as prior notice is given several weeks beforehand through our contact page.

Group visits of 5 or more, sadly cannot be accommodated at the knit group due to the above, so we would encourage the group to visit the studio for shopping only, and socialising to occur in one of the many cafes in Manchester's surrounding Northern Quarter.

Hell no! We are a MLM-free venue so do not bring your products to our events to try to sell as you shall be asked to leave.

We also do not host charity coffee meetings.

Yes it does! This shop has a small window of five minutes in which you can complete checkout. When you proceed to checkout, the items are put on hold for five minutes to give you a chance to pay. During this five minutes, another customer is unable to pay for them which should prevent the occurrence of overselling.

Items in your cart are NOT yours until you proceed to checkout so you may find that items disappear from your cart when sales are fast moving. If you find that you're unable to add an item to your basket, this will be because somebody has it in their basket and has proceeded to checkout. Stock numbers are not altered until payment has been made. This is standard to all ecommerce stores hosted on Shopify.

Regular colourways are added frequently. Sign up to the mailing list to be the first to hear about new stock. 

In the essence of fairness, we do not reserve items. The shop is run on a first come, first served basis.

Countess Ablaze is not available in brick and mortar shops. Very rarely we will vend at a show or event.

Yarn may be available for sale or trade on Ravelry destashes. Please note that Countess Ablaze Ltd is not responsible for the transaction, postage or quality of goods that are purchased from destashes.

With apologies, we do not wind skeins of yarn into balls.

You can see a list of all our yarn bases, complete with full transparency of country of origin and production by clicking here.

We have a new subscription yarn box which launched in January 2019 at YARN CARTEL.

See this page by clicking here.

At Countess Ablaze, no wool washes or detergents are used in the post-production of the hand dyeing process. Yarns and fibres are rinsed clear with water only so that customers with skin sensitivities are minimally impacted. If anything is used, it's a touch of Fairy washing up liquid to soften saturated colours.

Get in touch with your ideas and how we can help and we'll take it from there. We look for designs that are bold, rebellious and definitely not suitable for a twee-bollocks flatlay with a carefully curated coffee table. 

No, we sell our yarns exactly how they are sold to us by the mill. We do not cut these into smaller lengths, nor is it possible to provide a longer length. 

Countess Ablaze is not currently available for free or discounted merchandise for reviews, giveaways, blogs, podcasts, magazines, etc as this creates bias in the review. If you come across such promotion on the internet or print media, it is because we have initiated the contact and collaboration and because reviewers have paid full price for the merchandise to give an honest verdict.

Sponsorship for established blogs and podcasts and even knitting events will definitely be considered.

We don't teach how to dye at this time but check out the book 'Dyeing to Spin & Knit' by Felicia Loof Sweet Georgia Yarns which is in our opinion, the best book for beginners.

We don't do the show circuit at all but as of 2018, we've decided to exhibit at one major show a year.

When it comes to product photography, of course you can. Please leave the watermarks on the photos and photos may be used on your personal social media such as Facebook, Twitter, Instagram and Ravelry. Please ask permission for other uses of Countess Ablaze images.

Photographs that have been taken by external photographers may only be republished on blogs, etc if the photographer, stylist/MUA and Countess Ablaze are all properly acknowledged. 

Non product photography is by Nicola Grimshaw-Mitchell of My Boudoir and the MUA is Ewa Baberska.

---

Countess Ablaze® is a registered trademark of Countess Ablaze Ltd unless otherwise noted.

Nothing contained herein shall be construed as conferring any license or right under any Countess Ablaze copyright or trademark.

All photographs look different on different monitors but what we see on ours is as close as possible to how the item looks. A Canon 550D DSLR camera and a calibrated monitor are used. Images are double checked on a range of devices, including tablet and mobile phone, on different operating systems, before they are published.

Please bear in mind that devices using fl.ux tend to alter the light on your screen to match your ambient light, which has an effect on colour reproduction.

For the best representation of product photographs, please use a desktop/laptop screen.

Please see this page.

With regret, Countess Ablaze is not available for custom orders at this time.

We get requests for donations daily and we do not provide free or discounted products, or host third party charity functions at our studio. Any charity work by Countess Ablaze has been initiated by ourselves.

We will reply to all messages within 48 hours. Please only send one message in this timeframe as repeated messages cause a backlog.

If we haven't replied after 48 hours, it will be because the email address supplied on the contact page was incorrect. Please ensure that your email address is correct as, without it, we cannot reply.

Please be aware that the Countess has high functioning autism / Aspergers which means that communication can sometimes feel difficult and overwhelming. When writing, please be concise, clear and friendly so that she can understand your intentions and it means she (or more likely a team member) will be able to respond to you quickly. Ideally be concise and use bullet points rather than long-winded paragraphs - that's far too much information to attempt to process.

 

The postage charge is £3.50 for UK customers up to £49.99.

Postage is free on UK orders £50.00 and over. 

This is a 1st Class service with Royal Mail and we do not offer a tracked service.

The postage charge is £5.00 for European customers regardless of how many items you buy.

For everywhere else:

Up to 250 grams : £5.50

251 - 500 grams : £8.00

551 - 750 grams : £11.00

751 - 1000 grams : £14.00

1.1 - 1.5 kilos : £19.00

1.6 - 2 kilos : £24.00

Over 2 kilos : £30.00

All EU and international postage is free on orders £100 and over.

Suspendisse feugiat. Fusce commodo aliquam arcu. Phasellus leo dolor, tempus non, auctor et, hendrerit quis, nisi.

We do not provide tracking numbers as they only work within the UK.

If your order has not arrived after 15 working days (if you are a UK buyer) and 25 working days (if you are an international buyer), please get in touch with me. Royal Mail does not consider the post to be lost until after this period of time. Working days means Monday to Friday. Please do not get in touch until these times have passed.

Please check with your local Post Office / depot / neighbours to see if your order is waiting there, as sometimes delivery carriers can forget to leave a note if there is nobody at the address to receive the parcel.

If your order has been returned to Countess Ablaze Ltd, we shall contact you to let you know.

As the buyer, you are responsible for any customs charges that your order may incur. We do not falsify Customs declarations so please do not ask.

If you wish to avoid customs charges, please consider making multiple orders as opposed to one. Your order will be posted out as multiple orders.

Responsibility rests with buyers to ensure that the address supplied at checkout is their correct current address. Under no circumstances will Countess Ablaze Ltd accept responsibility for packages which are lost or delayed due to incorrect address information nor will we provide refunds for such omission by buyers. Please ensure that your PayPal details are up to date.

At  Countess Ablaze, we do not combine orders and never have. We get hundreds of orders a week and as the Countess has Aspergers, it makes workflow much more productive if orders are worked through in a linear fashion. Combining orders causes more administration and an increased likelihood of orders being sent incorrectly.