questions and answers
contents:
how do I make an enquiry?
how secure is ordering online at Lana Pura?
how will I know that you have received my order?
what methods of payment do you accept?
can I pay by credit/debit card without ordering online?
when will I receive my order?
where can I learn to knit or crochet?
can I return something if I don't like it?
how do I make an enquiry?
You can contact us by email at your convenience at enquiries@lanapura.com and we will reply as soon as possible. Alternatively you can telephone 01626 873615 from 9:00am - 5:00pm Monday to Friday. If for any reason we are unable to take your call, please leave a message and we will return your call promptly.
how secure is ordering online at Lana Pura?
Credit card details are not captured, held or stored in any way by Lana Pura. When you pay for your purchase online you will be forwarded to our secure online Payment Service Provider - Protx. When you register or place an order with Lana Pura we retain your Name, Address, eMail and Telephone Number so that we can fulfil your order and keep you informed. We will never under any circumstances share your personal details with anyone other individual, company or organisation whatsoever.
If you would like a copy of the details that we retain for you then please email us at enquiries@lanapura.com or telephone 01626 873615 and we will send you a copy by return of post.
how will I know that you have received my order?
When you place an order with us through our website, we will immediately send you an email confirming your order. The confirmation email is generated automatically as soon as your order is confirmed on our system. Please make sure that you use a valid email address for your online order - if you don't then we will not be able to process your order.
what methods of payment do you accept?
We accept Visa, Mastercard, Maestro, Electron, Solo and Delta cards aswell as Cheques for GB pounds and Postal Orders.
can I pay by credit or debit card without ordering online?
Yes. We do understand that not everyone is comfortable using a card online and you may telephone us with your order on 01626 873615 (please do not send us your card details by email or by post). However please rest assured that we take online security very seriously and that online ordering with Lana Pura is quick and safe. We use a secure link for all online card payments and we do not retain your card details which are only used for verifying your payment at the time of purchase.
when will I receive my order?
Provided that your payment has cleared and the goods are in stock we will endeavour to despatch your order within 24 hours and will be with you within 2 to 3 working days. In the unlikely event that your order or part of it is not in stock then we will contact you to let you know. Goods can also be placed on back-order which normally means that your goods will be with you within 7 to 10 working days. Please note that Noro yarns are hand-spun and hand-dyed and therefore may take longer if they are out of stock.
where can I learn to knit or crochet?
Lana Pura runs a series of courses throughout the year for all abilities. For further details please take a look at our 'classes' section which can also be found from the main menu.
can I return something if I don't like it?
At Lana Pura we pride ourselves on our customer service and naturally offer a returns policy.
For further details of how to return goods to Lana Pura please read our Returns Policy.
Your statutory rights are not affected in anyway by the above. Please note that this does however exclude books, patterns, needles and discounted yarns. All items must be appropriately packaged and returned, unused in their original packaging and in a saleable condition along with the invoice.
