FAQs
Q. What time does Foreign Strand open?
A. You can contact us 24 hours a day, 7 days a week by email at sales@foreignstrand.com - alternatively you can call us on 0845 094 0488. Lines are open Monday to Friday from 9.30 am to 5.00 pm.
Emails received Monday to Friday will be answered within 24 hours of receiving them. If you have contacted us during the weekend, you will receive a reply by Monday.
Q. Are the colours displayed accurate?
A. Because of differences in the way computer screens display colours, the colour that you see may not match the actual colour of the yarn. If a product you have ordered is not as described, you may cancel your order and return the Goods to us in an unused re-saleable condition for a refund.
Q. How often do you receive stock from America?
A. Stock will usually be with us within 28 days. Foreign Strand will keep you up to date with progress of your order.
Q. How long do I have to wait for my order?
A. Oders are sent either by Royal Mail Special Delivery Next Day or First Class, you can choose your delivery option during the checkout process.
Customers who choose Royal Mail Special Delivery Next Day are guaranteed to get their order the following day by 1:00pm. Please note that if you place your order on Thursday after 3.30pm you will not receive your item until Monday as Royal Mail charges customers a higher rate to receive the item on the Saturday.
Customers who choose First Class Delivery can expect their order to arrive within 48 hours.
Q. What type of payments do you accept?
A. We accept Visa, Delta, Visa Electron, Switch, JCB, Solo and Mastercard. Payments are processed through WorldPay. Your order is accepted once payment is received. You will receive confirmation of your order by email.
Prices include VAT at the standard rate of 17.5%.
Q. What if an item is out of stock?
A. Temporarily out-of-stock items are indicated as such, or not shown on the site. However, due to the nature of on-line retailing, we cannot absolutely guarantee that items purchased are in stock.
In the event that the goods you have ordered are not in stock, Foreign Strand will immediately contact you either by email or phone. If you decide to wait for your order you will be kept informed on delivery time and any relevant information.
Q. When will I receive my 'Order only' item?
A. Some of our products are imported from the Americas on an order-only basis and can take up to 28 days to be delivered. You will be kept up to date on expected delivery time. Please note that for these goods your card will be charged at the moment that the order is placed.
Q. How do I cancel an order?
A. You have the right to cancel your order any time up to delivery and up to seven days after delivery. Please include a note stating your reason for returning the goods.
For a full refund, please return the goods to Foreign Strand, Enterprise House, 5 Roundwood Lane, Harpenden, Hertfordshire AL5 3BW, within seven days. Goods must be returned unopened and in a re-saleable condition.
You will be responsible for the original shipping costs, and the cost of returning the goods. We cannot be liable for returned goods which are lost or damaged in transit, so please ensure you use a recorded delivery service and insure the items for their value.
You will receive a cheque from us or a credit will appear on your credit or debit card within thirty days of our receipt of the goods.
Q. What if my items are damaged?
A. Goods will be replaced if damaged during delivery but only if you notify us within seven days of receiving the goods. Goods that are not returned within seven days will not be liable for a replacement.
Please include a description of the damage along with your details. You will be sent a replacement at no cost to you.
Q. Where do I return goods to you?
A. Goods should be returned to us at Foreign Strand, Enterprise House, 5 Roundwood Lane, Harpenden, Hertfordshire AL5 3BW.
Please include your invoice number so we can allocate your order details. All goods should be sent by recorded delivery, and must be insured for the full value of the contents. Foreign Strand cannot be responsible for lost or uninsured packages.
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