|When is new stock added to the shop?||Regular colourways are added frequently. Sign up to the mailing list to be the first to hear about new stock.|
|How can I pay?||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.|
|Do I pay VAT?||
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.
|Can I reserve yarn and fibre that I've seen in previews on the blog?||In the essence of fairness, I do not reserve items. The shop is run on a first come, first served basis.|
|Does the shop website have a cart hold function?||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.|
|Where else can I buy your yarn and fibre?||
Countess Ablaze is not available in brick and mortar shops. Very rarely I 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.
|What yarn bases do you use?||You can see a list of all my yarn bases, complete with full transparency of country of origin and production by clicking here.|
|Can you wind my yarn into balls for me?||With apologies, we do not wind skeins of yarn into balls.|
|Do you do clubs?||We have a new subscription yarn box which launched in February 2017 to replace the older clubs. This can be found at www.theclassicssociety.com
|Can I visit you at your studio?||
You certainly can. We are based in Manchester city centre in the Northern Quarter and have two showrooms which open on Tuesday - Saturday, 10 am to 5 pm.
|How do I look after hand dyed yarn and fibre?||
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.
|I'm a knitting / crochet designer. Want to collaborate?||
We do not work for "exposure" and such requests are ignored, whether you are a working for a magazine or an independent designer. We believe that when collaborating, all creatives involved from the dyers, the designer, the tech editor, the photographer, make up artist, etc should be adequately financially compensated for their time and experience, in the ethos of mutual respect. Working for exposure rarely results in financial gain and stopping production to accommodate a project that is often on a tight deadline means that our paying customers are put at a disadvantage.
Collaboration must always be of mutual benefit for Countess Ablaze to be involved.
|I have a blog / podcast / magazine and I want you to donate prizes or send free yarn. Will you?||
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 I 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.
|Do you teach dyeing?||It's fabulous to hear from people who are inspired to take up dyeing but I do not teach and as this is how I make my living, I do not divulge my techniques or suppliers. However, I will give you one hint: I was featured on the Shinybees podcast in 2016 where I dyed on the show and gave plenty of advice for aspiring production dyers.|
|Which shows and festivals do you at exhibit at?||Absolutely none. There are no plans to ever exhibit at shows as I have high functioning autism and it's the worst environment for me to work in.|
|Can I use your photos on my blog?||
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.
|What camera do you use?||
All photographs look different on different monitors but what I see on mine 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 in 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.
|I have a discount code but it's expired. Can I get a new one?||Discount codes are time sensitive and will not be reissued after the expiry date. For help using a discount code, please see this page.|
|I have a discount code but forgot to use it.||Discount codes are only applicable at the checkout and cannot be applied retrospectively. Discount codes may only be used on the website and not in the studio.|
|Can I place a custom order?||
With regret, Countess Ablaze is not available for custom orders at this time.
|What is your refund policy?||Please see this page.|
|If I write to you via the Contact page or email, when will you reply?||
I will reply to all messages within 24 hours. Please only send one message in this timeframe as repeated messages cause a backlog.
If I haven't replied after 24 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, I cannot reply.
Please be aware that I have high functioning autism / Aspergers which means that communication can sometimes feel difficult and overwhelming. When writing to me, please be concise, clear and friendly so that I can understand your intentions and it means I 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.
|How much is postage?||
The postage charge is £3.35 for UK customers up to £79.99. Postage is free on UK orders £80.00 and over. This is a 1st Class service with Royal Mail and we do not offer a tracked service.
The postage charge is £4.50 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
|When do you send out the orders?||Orders are dropped off at the Post Office between 1 and 3 business days. Due to the volume of orders, it can take the Post Office staff an extra day for orders to be processed.|
|Do orders have a tracking number?||No, due to the high volume of orders to be processed.|
|Where is my order?||
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 post to be lost until after this period of time. Working days means Monday to Friday.
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.
|Do I have to pay customs charges?||
As the buyer, you are responsible for any customs charges that your order may incur. I do not falsify Customs declarations.
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.
|My address is wrong on my order||
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 I provide refunds for such omission by buyers. Please ensure that your PayPal details are up to date.
|I have made multiple orders. Can they be combined so I pay just the one flat rate postage charge?||
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.
|I'm a LYS owner and I'd like to stock your yarn!||
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.