FAQs

Yarn FAQs

I would like a specific dye lot. How can I request this?

To specify a dye lot, please make a note of it (with a note of the shade) in the Delivery and Order Comments box at checkout.

I would like to purchase a kit, but would like to know if I can choose a different colour/colours?

Yes, you most certainly can. In fact, we encourage our customers to put together their own colourways. You should look in the product notes to see which weight of yarn the pattern is in (eg. 2 Ply Jumper Weight, Shetland Chunky), and select a shade/shades from that collection. Please make a note of your chosen shades in the Delivery and Order Comments box at checkout, and we'll send off your .

Online Shop FAQs

How can I pay for goods?

You can choose your payment method from the drop-down box on the first page of Checkout. Select Worldpay to pay with a card, or Paypal to pay with your Paypal account. With both these methods you can be confident that your payment will be processed at the highest level of security. Your card details are not disclosed to Jamieson & Smith, as the payment is processed securely online.

Can I place an order from outside the UK?

Yes, we send our orders worldwide. All taxes and postage rates are calculated automatically as you proceed through your order.

Please remember to select the correct delivery area (EU or Rest of World) from the drop-down box on the first page of checkout. If this is not selected, we will hold your order and send a Paypal request for the total amount.

How do I find out if the product I want to order is in stock?

All of the products on our online shop are in stock. On the very rare occaision that we do not remove an out of stock item before an order is placed, we will contact you to offer an equivalent.

I would like to return goods. How should I proceed?

You can see our return information on the Terms and Conditions page of this site.

The website is not showing properly on my screen. How can I fix it?

Our website is compatible with current versions of most web browsers. You'll get the best, and probably the fastest, results with the latest version of Mozilla Firefox, which you can download for free here.

I tried to place an order but have not received an order confirmation email. What does this mean?

If you don't receive a confirmation within 24 hours tyou should check your spam or junk folder. If the email is nowhere to be found, then your order may not have been picked up by us and you should place the order again.

My payment process was not completed because my page refreshed/browser updated/some other annoying thing happened. What should I do?

If you receive a confirmation, but you think your payment hasn't been processed, we'll be in touch to let you know and will send a Paypal request (you can pay by Paypal or by card in this way) for the amount before we dispatch your parcel. There is no need to contact us if you think this has happened.

I've been trying to contact you by phone, but can't get an answer.

Please remember that we're a small company and we're not always able to get to the phone. We will get back to you as soon as possible if you drop us a quick email or leave a message.

Retailer FAQs

I would like to stock Jamieson & Smith yarns in my shop. Can I see wholesale terms?

We do work with selected retailers. Please get in touch with us at sales@shetlandwoolbrokers.co.uk for more details. In your email, please send us information about your business such as the area you are in, along with what your business does. 

Wool Supplier FAQs

I am a local crofter/farmer and would like information about selling my wool to Jamieson & Smith. Who should I contact?

We love answering questions for new wool suppliers, as well as our 700+ existing ones. We offer a completely open and transparent system - both with the wool itself, which is tracked through our processing stages, and in our procedures and policies.

Common questions from our suppliers include how we handle the wool (including sorting and grading), where it goes after it comes through our doors, how we set prices, and what we are doing to increase the returns to Shetland's local wool industry. We do not sell our wool at auction (where actual net prices paid for the wool are significantly lower than the gross price reported and are therefore unhelpful to the wool supplier). Instead, we work hard to add the most value for our suppliers - and retain control of the authenticity of Real Shetland Wool - by marketing and selling it ourselves (both through Jamieson & Smith and our parent company, Curtis Wool Direct) all over the world.

Please visit us at our North Road Wool Store to see and hear first hand what we do and how we do it. Alternatively, don't hesitate to phone or email us.