FAQs

 

  ORDERS  

 

HOW DO I PLACE AN ORDER?

First, please have a browse of our website using the menu above, or use the Search toolbar if you’re looking for a particular product or design. Next, add the items to your basket and enter your details as a new customer through the checkout process. This includes your delivery and billing address. If you’re already a TOFT online customer, login using your email address and password. If you have forgotten your password please click HERE and enter your email address.

Please review your basket and personal details before completion of your order. Once payment is made you should receive an email confirmation from shop@toftuk.com with the details of your order, along with a receipt of your payment from PayPal or WorldPay.

 

WHERE IS MY ORDER CONFIRMATION EMAIL?

If you do not receive any confirmation of your order, please check your junk or spam email folder. If you find our emails in this folder, please add our address to your contacts list. However, if you cannot locate your order confirmation, please contact us via help@toftuk.com or on 01788 810626.

 

WHAT HAPPENS IF AN ITEM FROM MY ORDER IS NO LONGER AVAILABLE?

Every now and again, in particular during busy periods or special promotions, an item might become unavailable after your order is made. This might be due to limited stock levels, or a technical website error. On this occasion, our customer service team will contact you via phone or email to offer an alternative product, or a refund for the item.

 

CAN I CANCEL/EDIT MY ORDER?

If your order is made during working hours (Mon-Fri 9am-5pm) the TOFT team begin to process it straight away. If you would like to make any changes to your order, or cancel it altogether, please contact us ASAP on 01788 810626 or via help@toftuk.com.

 

  MY TOFT AREA  

WHAT IS 'MY TOFT'?

My TOFT is a brand new area just for you! You'll be able to amend your details, see all of your previous orders, and view all of your TOFT and Edward's Menagerie patterns ever purchased.

 

MY ORDER / PATTERN ISN'T APPEARING IN MY TOFT AREA.

If you have received an order confirmation from us, don't worry! Your order and pattern may take a few minutes to appear. If you have not received any information from us regarding your order, please contact us on 01788 810626 or via help@toftuk.com

 

I'VE LOST MY PATTERN!

Whether you have lost your pattern, deleted it by accident or the download link has expired, you will always be able to find all of your purchased patterns in the 'My TOFT' area. These are available to view under the 'My Patterns' tab and include both garment and Edward's Menagerie patterns.

 

WHAT IF THERE IS A CORRECTION TO THE PATTERN?

Never worry about having an out of date pattern again. As soon as we upload the corrected pattern, it will automatically be updated in your 'My TOFT' area. 

 

I CAN'T FIND THE PATTERN / KIT ON THE WEBSITE ANYMORE. WILL IT STILL APPEAR ON MY TOFT AREA?

Yes, of course! Your area will contain all of your purchased patterns, regardless of if they have been removed from the TOFT website.

 

 

  GIFT VOUCHERS  

 

CAN I PURCHASE A GIFT VOUCHER FOR TOFT PRODUCTS?

TOFT gift vouchers are available in £10, £20, £30 and £50 values. For any amount in between, please add a combination of these values to your basket, or give us a call on 01788 810626 to buy a voucher on the phone. Our vouchers are valid for 6 months from purchase and cannot be exchanged for any cash value.

 

HOW DO I REDEEM A GIFT VOUCHER OR DISCOUNT CODE ONLINE?

Please enter the code from the voucher or promotion in YOUR BASKET, then click UPDATE to alter the checkout total.

PLEASE NOTE: the total voucher value must be used in a single transaction. We’re unable to process multiple vouchers or discount codes together via our website. However, please give us a call on 01788 810626 to use a combination of discount codes (for example, 2x £10 vouchers).

 

 

  PAYMENT  

 

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept online payments with Visa, Visa Electron, Maestro, Mastercard and PayPal (excl. American Express).

 

HOW SECURE ARE MY DETAILS ON YOUR WEBSITE?

The TOFT website uses a popular and well-known secure payment platform WorldPay to process credit/debit card payments, along with PayPal. We do not store any card information on our server or in any other digital format. We do not share any other personal details (email address/phone number) with any third-party.

 

MY PAYMENT IS NOT WORKING!

All online credit/debit payments are subject to authorisation by the card issuer/bank. If, for any reason, the issuer does not authorise the payment, the order will not process. Please check your personal details, in particular the billing address.

 

DO I HAVE TO PAY VAT?

All prices are shown inclusive of VAT (at the applicable UK rate of 20%). The exact VAT is shown at the final checkout process (and on your order confirmation email) and is based on the final value of your order, at the rate applicable to your country. You’re responsible for any other tax/custom charges applicable in your territory.

 

 

  DELIVERY  

 

WHAT ARE YOUR DELIVERY PRICES?

Please see our DELIVERY TERMS for full details.

PLEASE NOTE: all TOFT parcels are sent within 2 working days of order placement, unless otherwise stated on the product description (for example, on items available for pre-order). The delivery time estimation is after dispatch from TOFT HQ.

 

CAN I ORDER FOR DELIVERY THE NEXT DAY?

Yes, our Next Day Delivery option is available for UK mainland orders only for the majority of our products. All orders made online or on the phone before 2pm are sent for delivery the following day. We’re unable to offer this service during weekends and bank holidays. However, we’re able to make arrangements for a Saturday delivery at an extra cost (for a last-minute gift, or weekend yarn-fix!). Please give us a call on 01788 810626 to arrange this.

 

WHICH COUNTRIES DO YOU DISPATCH TO?

We’re able to deliver TOFT products across the world to most countries.

 

CAN I TRACK MY ORDER?

We are able to track all mainland UK parcels - please get in touch with our Customer Service team on help@toftuk.com if you would like to check the progress of your order. We are not able to track international parcels at this time.

 

CAN I ORDER ONLINE FOR COLLECTION?

Yes, our Click and Collect service is FREE, and your order is ready to collect after 2 working days from order placement. TOFT UK, Toft Lane, Dunchurch, Warwickshire CV22 6NR during studio opening times only (Wednesday-Sunday 10am-5pm). Click and Collect orders are available for collection for 14 days from order placement.

 

CAN I SEND A GIFT DIRECT TO A FRIEND?

Yes, of course. Please enter their address in the Delivery section of the checkout. If you would like us to write a personal note, please leave this in the Notes section. Or if the gift recipient lives with you, please let us know if you would like a plain box without any TOFT branding, shh!

 

WHEN WILL I RECEIVE MY PATTERN?

Each TOFT pattern is available in PDF format and sent as a download link in your order confirmation email as soon as the online transaction is successful. If you do not receive this email please check your junk, spam or promotions email folder. If you find our emails in these folders, please add our address to your contacts list. However, if you cannot locate your order confirmation, or if there are any problems with the download link or .pdf, please contact us via help@toftuk.com or on 01788 810626.

All patterns purchased may also be found in your "My TOFT" area of the website. Please log in above to find these patterns under the "My Patterns" tab.

 

  RETURNS  

 

THERE’S AN ERROR WITH THE ITEMS IN MY ORDER.

Each online (or phone) order is hand-picked from our studio warehouse, by real-life women. If there’s a mistake with your order, we’re sorry! Please report any missing, incorrect or damaged items, along with your order ID, within 14 days of delivery via email, help@toftuk.com, or on the phone, 01788 810626. We’ll endeavour to rectify the problem ASAP.

PLEASE NOTE: there might be certain items in your order which are not yet available, for example pre-order books, or subscription items.

 

WHAT IS YOUR RETURNS AND REFUNDS POLICY?

If you would like to return an item to us, please let us know within 30 days (for online orders) or 14 days (for in-store purchases). Please contact our Customer Service team via help@toftuk.com, or on 01788 810626, with details of your purchase and any reasons for the return or exchange.

For any faulty or damaged items, we’ll endeavour to offer an alternative replacement. If possible, please take a photo of the item on delivery, and send a copy direct to us. Please note: any item damaged as a result of wear-and-tear is not considered faulty.

Please return your items to: TOFT Customer Services, Toft Manor, Dunchurch, Warwickshire CV22 6NR, with your Order ID, and any details/reasons for the return. We’ll process your return, and refund or exchange, within 14 working days.

 

 

  WORKSHOPS  

 

I CAN NO LONGER MAKE THE WORKSHOP DATE. CAN I CANCEL?

TOFT workshops are popular and places on certain courses are fully-booked months in advance. However, we know you’re busy too! If you’re no longer able to make your booking, please let us know at least two weeks before the workshop date. Then, we can transfer the value of your booking to an alternative workshop of your choice in our programme. Please email us via help@toftuk.com, or call us on 01788 810626.

However, without at least 14 days’ notice, we’re unable to make any amendment to your booking. Instead, if you let us know within the two weeks before your booking (up to the day of the workshop), we’ll post any materials and pattern/instructions direct to you. If you do not let us know at all, we’re not able to offer any materials or compensation.

 

A WORKSHOP IS SOLD OUT!

If you’re interested in a specific workshop, but it’s now fully-booked, please let us know. We might be able to accommodate you, offer an alternative date, or contact you if there are any cancellations.

 

CAN I DO A WORKSHOP FOR…?

If you’re interested in a particular TOFT design, craft or technique, for example a certain Edward’s Menagerie animal, but you’re unable to see this on our workshop programme, please contact us! We’re always looking for new additions to our schedule, and our excellent tutors often teach multiple projects alongside each other.

 

CAN I TEACH A WORKSHOP IN YOUR SPACE?

Yes! If you’re a craftsperson and would like to share your skills and knowledge with our customers, we’d like to hear from you. In the last 5 years, the TOFT studio has held workshops in cross-stitch, embroidery and flower arranging, along with our usual programme of knitting and crochet. Please contact hannah@toftuk.com.

 

 

  TOFT STUDIO & COFFEE SHOP  

 

WHEN IS THE STUDIO AND COFFEE SHOP OPEN?

We’re open from 10am-5pm Wednesday to Sunday.

 

CAN I WALK AROUND THE FARM?

Of course! Please click HERE to download a map of the farm and surrounding area with suggestions for different walks. If you’re ever uncertain where to go, please speak to a member of the TOFT team in the studio. If you’re part of a group, please see below for more details.

 

PLEASE NOTE: TOFT is a working farm, with public footpaths alongside fields of alpacas. During the week you might see farm vehicles along the pathways and our farm team amongst the alpacas. You’re welcome to open gates to walk further along the paths (but not in the fields!), and PLEASE respect your environment and take your litter back to the studio, or home.

 

CAN I PARK MY CAR/MINI-BUS/COACH?

Yes, parking is FREE. Please let us know if your group plans to travel via bus/coach as access to the studio and farm is via a single-track lane.

 

CAN I BOOK A FARM TOUR?

Yes, for groups of 15 or more, a booking is required. Please see our PRIVATE BOOKINGS page for more details, or give us a call on 01788 810626.

 

CAN I BUY LUNCH OR OTHER REFRESHMENTS?

Of course! Our lunch is served from 11.30am to 2.30pm, and a selection of cakes is available throughout the day!

 

CAN I BRING A PICNIC?

No. Instead, please enjoy the delicious range of food and drink from the TOFT Coffee Shop in our outdoor seating area and surrounding premises.

 

CAN I BUY AN ALPACA?!

Yes! If you’re interested in purchasing an alpaca (or several!) and would like to know more, please contact Shirley on 01788 810626. Or, if you would like a taster of what it’s like to look after your own, our Introduction to Alpacas course is a great way to learn. Please see our WORKSHOPS for available dates.

 

 

  TECHNICAL  

 

I CANNOT SEE THE COLOUR I WOULD LIKE IN THE DROP-DOWN MENU…

At TOFT we endeavour to have our full range of 18 DK yarn colours in stock, always. However, sometimes a particular colour might not be available. This might be due to a colour’s popularity during our usual busy periods (for example, Christmas), or after a special promotion or event. But, don’t panic! As chances are if a colour is out-of-stock, it’s already on its way to us from the mill.

If you’re ever uncertain which colour is which please see our COLOUR CHART page. 

PLEASE NOTE: each batch of yarn varies from the last, if you’re looking for a colour to match a current project, please contact us with the batch number via help@toftuk.com, or on 01788 810626.

 

I DON'T UNDERSTAND MY PATTERN...

No problem! Please have a look at our ABBREVIATIONS page for up-to-date knitting translations, and check here for any errata. Our VIDEO TUTORIALS page features how-to guides on knitting and crochet, including an entire series on the Edward's Menagerie patterns. If you are still having problems please email us via help@toftuk.com, or give us a call on 01788 810626.

PLEASE NOTE: ALL Edward’s Menagerie patterns are written with UK crochet terms.

UK US
chain ch chain ch
slip stitch ss slip stitch ss
double crochet dc single crochet sc
half treble htr half double hdc
treble tr double dc
double treble dtr treble tr
triple treble ttr double treble dtr

 

WHAT ARE THE STANDARD TENSIONS FOR TOFT YARN?

Please have a look at our GUIDE to TOFT YARNS for standard tensions of our different yarn weights. All TOFT designs have a needle size in their product descriptions and instructions, however please alter if necessary (see below).

 

WHICH HOOK OR NEEDLE SIZE SHOULD I USE?

Please use the chart below to convert the metric needle size on your TOFT pattern to the traditional UK needle size and the US equivalent.

METRIC UK US
2mm 14 0
2.25mm 13 1
2.75mm 12 2
3mm 11 -
3.25mm 10 3
3.5mm - 4
3.75mm 9 5
4mm 8 6
4.5mm 7 7
5mm 6 8
5.5mm 5 9
6mm 4 10
6.5mm 3 10.5
7mm 2 -
7.5mm 1 -
8mm 0 11
9mm 00 13
10mm 000 15
12mm - 17
16mm - 19
19mm - 35
25mm - 50

 

PLEASE CHECK YOUR TENSION! Each TOFT pattern states a tension/gauge for the given needle/hook size. Please check this is correct BEFORE you start your project. You might need to alter your hook/needle size. If your tension is incorrect you might create an item which is too large/too small, and use more yarn in the process. We cannot be responsible for any mistakes made due to incorrect tension.

 

HOW DO I WASH WOOL AND ALPACA YARN?

Always hand-wash any hand-knitted/crocheted knitwear or accessories made from TOFT yarns, then dry flat away from direct heat. Afterwards, steam and block if necessary. 

 

HOW DO YOUR SIZES COME UP?

Pleas see our SIZE CHART.

 

 

  OTHER  

 

DO YOU HAVE ANY JOB VACANCIES?

Please see our JOBS page for more details.

 

CAN TOFT SPIN MY ALPACA FLEECE?

We no longer purchase fleece from alpaca-owners, but instead spin our alpaca yarn from TOFT fleeces only. We do not process yarn for individuals.

 

DO WE RETAIL IN OTHER STORES?

Yes. TOFT yarns and kits are available in shops and online stores across the globe. Please click HERE for an up-to-date list of TOFT stockists. If you’re interested in becoming a TOFT stockist please click HERE.

 

CAN I SELL GOODS I MAKE USING TOFT PATTERNS?

No. All TOFT patterns are subject to copyright and cannot be used for commercial gain, only for personal use. However, Edward's Menagerie/Imaginarium patterns can be used to fundraise for charity. Please credit the book(s) and/or Kerry Lord.

 

HOW DO I CONTACT YOUR CUSTOMER SERVICE DEPARTMENT?

If you have any questions before, during or after your online TOFT order please contact help@toftuk.com, or call 01788 810626. Our Customer Service department is open from Monday to Friday 10am-4pm. If you have an out-of-hours query, please leave a message, or send us an email, and a member of the team will come back to you ASAP.

 

COMPANY NAME AND ADDRESS:

Bettinson Ltd. T/A TOFT Studio, Toft Manor, Dunchurch, Rugby, Warwickshire CV22 6NR

Bettinson Ltd. Registered in UK No: 6393388




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