This is the place to find lots of Information about buying our products, the ordering process and details about payment, packaging and shipping.
This is also the place to find information about returns and the definitions of terms used.
There are four main ways to buy from us:
- From the Lindisfarne Heritage Centre Gift Shop on Holy Island
- By ordering direct by email, messenger or phone after choosing items from this website
- By Buying a Gift Voucher either from the gift shop or direct from us
- By requesting a catalogue from us and sending back an order form in the post or phoning in your order.
If you are visiting the island and the shop is closed we may be able to meet up to discuss your order, for more details see the ‘In person on Holy Island’ section below
In person on Holy Island
Holy Island is a tidal island and the causeway is not open all the time. Remember – always check the safe crossing times before you plan to visit.
A selection of our lovely handcrafted items can be purchased from the gift shop in The Lindisfarne Heritage Centre on the Island. The Heritage centre also has swatches of our yarns and can take orders to pass on to us for items that they do not have in stock.
The Heritage Centre is open daily in the summer – but in the winter months it is worth ringing the shop manager ( 01289 389004) before you travel – as opening times are very dependent on the tide times.
If you are planning to visit the Island on a day when the shop is not open, then do contact us ( see contact page ) as we may be able to make arrangements to meet you to show you some samples and discuss any orders.
COVID UPDATE : During the COVID pandemic we will only be able to meet if the prevailing restrictions covering our area allow us to; and we will expect all sensible precautions to be taken by both you and ourselves, following the message of Hands, Face,Space and any other social distancing guidelines in force at the time of your visit.
We have decided, after much consideration, not to run an e-commerce store because we would rather have the chance to have a conversation with you about your chosen items.
You can discover our lovely handmade pieces on this website or by following us on Facebook or Instagram, our contact details are on the ‘Contact Us’ page.
Our pieces are all handmade with love, care and attention to detail and take quite some time to craft.
We want you to be part of the process, so we will have a conversation by email, messenger or phone to understand your needs and offer any help we can. The sort of things we need to decide:
- which item from our range
- materials used
- any special considerations (such as allergies to certain yarns)
- delivery times
- delivery by post, courier or collect in person and the estimated costs
This planning stage is crucial to ensure you are completely happy with your purchase. We don’t want you to be disappointed, or for us to spend time crafting something that won’t quite meet your needs.
Once we are all happy with the choices, the process will continue:
- we send out and order acknowledgement and request for payment
- on receipt of payment your order is added to our /makingthings/ queue
- we order any raw materials needed for your item if not already in stock
- we let you know when we are starting to craft your item
- we may send you photos of your item ‘in the making’
- we send out final invoice including postage/carriage costs
- on receipt of postal /carriage costs we dispatch your item, usually from the tiny Post Office on the Island
- you receive your beautifully wrapped items, along with a care guide – all sent in recycled packing
- after a little while we check back with you and ask for your reviews/comments, and we love to receive photographs of the items in use
The post is sometimes delayed by a day if the tides are not favourable for the post van to get here!
You can purchase a gift voucher direct from us ( see the ‘Contact Us’ page) which makes a lovely present when you are not sure of exactly the size or colourway that is best.
It can be for a set value, or for a particular item, so your friend or relative can chose their own colours and sizing.
It will either take the form of an email voucher for you to send on, or a card with a printed gift voucher inside sent to you or your chosen recipient.
All gift vouchers will be valid for a period of one year from the date of issue.
In the event that a gift voucher for a particular item cannot be redeemed because that item has been removed from our range, then an item of the same or higher value will be offered instead in consultation with the voucher holder.
Gift vouchers are not eligible for refunds, but if there is a problem with any goods that have been paid for by a gift voucher then they will be handled under our returns and refunds policy stated below.
By Mail Order
Please contact us (see Contact Us page for details) to have a copy of our catalogue and an order form sent to you or a friend or relative.
There is a nominal charge for this service to help towards the cost of printing and postage.
We can take orders by phone, or by post.
The same ordering process will apply as online, but any necessary design conversations will ideally be by phone for ease, but order acknowledgements and invoices will be sent by Royal Mail.
Please note that the catalogue cannot be updated as often as the website or Facebook, so may not contain all the very newest designs.
Further Information and ‘small print’
The order acknowledgement and final invoice will contain our payment details.
Our preferred method of payment is by BACS bank transfer.
We can still accept cheques, but there will be a delay adding your item to our queue or dispatching your item until funds are cleared. Please contact us to discuss any further options.
Our items are made to order so we cannot send items instantly.
We will discuss the approximate delivery times with you during the order process, but these may be delayed if raw materials are late or your payments are not received. We will keep you informed every step of the way, but never hesitate to contact us to find out the current status.
Our standard delivery service is Royal Mail First Class, but we can also arrange a tracked service either by Royal Mail or another courier if you require. You pay for delivery at cost, which is why we don’t have a standard delivery ‘one price fits all’ cost.
For high value commission items, overseas orders or parcels containing goods totaling more than £50 we will only send by tracked postal or tracked courier services as we cannot be held responsible for items once they are received into the mail system. For very high cost item we can advise on any additional costs for insurance over and above Royal Mail or the couriers standard insurance limits.
At the time of order we can only give an estimate of the cost of Royal Mail First Class. The actual cost cannot be calculated until the item is completed, and it and it’s packing materials are weighed and measured. Your items will always be packed up to be sent in the most cost efficient way, even if that required two small parcels rather than one bigger one.
Most small single items cost under £2 to send First Class.
Please note that the outgoing post is sometimes delayed by a day if the tides are not favourable for the post collection van to get here!
We are trying to be as planet friendly as we can in all parts of our business.
The outer packing of your parcel will usually be re-used card or card envelopes. These come either from items we have received into the business or are saved for us by other businesses and friends on the Island. In the event of running out of pre used packing we will only purchase environmentally friendly items.
We use paper adhesive tape to seal our parcels rather than plastic tape. Our tissue paper is made from recycled consumer waste paper and the infomation tags are also made from recycled waster paper – they are specifically made from short fibre pulp – which is the hardest type to turn back into card and paper and so often just goes to waste.
Any ‘plastic’ wrapping will be compostable cellulose or other natural fibre, not made from petrochemicals.
The paper used to print such items as the care guide in your parcel is FSC® Certified but not recycled. Our printer will last longer if we use a paper that does not shed fibres, so, over time, we will minimise our overall contribution to landfill and also lower the energy and materials used to constantly make new printers. We believe this to be the better planet friendly option.
We are sure that, by you having been part of the design process, you will be delighted with your items. However, in the unlikely event that you do need to return any item, then please contact us first. We will not be responsible for any returns that have not been previously agreed.
We will only accept agreed returns of standard design items in unused or unworn condition, still with their tags and in a re-saleable condition. You are responsible for the return shipping costs. The return process must have started with 14 days of receipt of your items. We will not accept returns of any personalised or non standard commission pieces.
Any refunds due will be made by the same method as the original payment as fas as possible.
In the very unlikely event of your product having a fault or a material failure then please contact us as soon as possible and we will help you.
‘you’ – refers to the customer
‘your’ – belonging to the customer
‘we/us’ – refers to Holy Island Crafts
‘our’ – belonging to Holy Island Crafts
‘standard range’ – any item or design that is described in the Knitting, Felting and Ropework sections of this website
‘personalised’ – an item that varies from the usual range by more than the simple choice of colour and/or size
‘commission’ – an agreed one off item made just for you that does not appear in our standard range
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