Frequently Asked Questions

What are your delivery prices?

We charge a flat rate of £5 for orders under £100 and for orders of £100 and more, delivery is free. For international orders please contact us first for a shipping price before ordering!

How can I track my delivery?

All UK mainland parcels can be tracked via Parcelforce.com. If you have entered an email address when placing your order you will receive automated details to track your parcel once it is dispatched.

Which countries do you dispatch to?

We ship internationally to most countries. International shipments are sent Airmail via the Royal Mail or by Parcelforce Worldwide. We receive a proof of postage when shipped but we cannot individually track international parcels. EU parcels generally are delivered in 5-10 working days. The USA and the rest of the world can be 10-15 working days.

For international orders please contact us to request a delivery quote!

What types of payment do you accept?

We accept cheques or Credit/Debit cards via Cardsave and PayPal.

Availability of goods

We keep a limited stock of finished products. Most of our goods are made to order. We endeavour to fulfil orders within two weeks, but there will be occasions when this cannot be met due to stock availability or volume of orders received. If this is the case, we will contact you by email at the address given by you in your order form to advise you of our anticipated delivery date.

If we are unable to produce the goods ordered by you, or if you are not happy with any possible delay in delivery, we will issue a full refund as soon as possible.

Can I cancel my order?

We will start processing your order the day after we receive your order details. If you’ve ordered something by mistake and you want to change it or you want to cancel your order you will need to email us straight away or give us a call on 07952 264917 (John) or 07950 563433 (Juliet). If we have started work on your order, we reserve the right to charge for any costs incurred.

What is your returns policy?

Faulty goods may be returned and will be replaced. Goods are classified as faulty if they are received damaged. Please note that our yarns are a natural product and there will be some variation in the yarn. Items that are damaged as a result of wear and tear are not considered to be faulty. Please return faulty goods to The Border Mill, Haymount, Bridgend, Duns, Berwickshire, TD11 3DJ with a copy of your order details and a note of your concerns and whether an exchange or refund is needed.

There is an item missing or I have received the wrong order.

After you have thoroughly checked the contents of your parcel for the missing item, please get in touch with us with your order reference number and details of the missing or incorrect item. We will aim to resolve the error quickly as possible.

A word about vegetable matter!

Alpaca yarn is a natural product, grown by exuberant, mischievous animals who love rolling in dust, splashing in puddles, and generally doing anything they can to get lots of vegetation and mud stuck in their lovely fleeces.

We process the fibre in small batches, sorting it carefully by hand, but you may still find the odd grass seed or small bit of hay in the yarn. These are easily picked out as you knit, and we hope that you’ll forgive the inconvenience for the joy of knowing that the alpacas concerned live such carefree, happy, outdoor lives.

Colours

Alpaca comes in a wide variety of natural colours. The majority of our fleece comes from our own small herd and other breeders across Scotland. However, we source some additional supplies of a few rarer colours (especially black and grey) from select breeders in Cumbria, Northumberland and Yorkshire, but if you especially want yarn from Scotland, just let us know and we’ll make sure that you receive pure Scottish Alpaca.

Yarn Types

Alpaca is a very soft, silky, luxuriously dense yarn, so you’ll find that the length per 100g is a bit shorter than for wool. The average weights of our yarns are shown below, although as they are made in a very small scale craft process, each batch will be just a bit different to the next!

Yarn

No. plies

Yarn weight

Needle size

2 ply

2

c. 320m / 100g

2¼ mm

No. 13

4 ply

2

c. 250m / 100g

3¼ mm

No. 10

Lightweight DK

3

c. 200m / 100g

4 mm

No. 8

DK

3

c. 160m / 100g

4½ mm

No. 7

Aran

4

c. 120m / 100g

5½ mm

No. 5

Chunky

4

c. 90m / 100g

6 mm

No. 6

Caring for alpaca yarn

Our yarn is supplied with a light mineral oil coating, which helps to protect the delicate fibres and reduce static during processing. This is easily removed by washing the finished garment.  For best results, gently hand wash in warm water (about 30°C) using a wool detergent, and rinse in warm water. The key to preventing felting is to avoid any rapid changes in temperature, or too much movement of the garment in the water. After washing, roll the garment inside a large towel and gently squeeze (don’t wring); or machine spin inside a pillow case and allow to dry flat. Never tumble dry!

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