FAQ's - Customer Service

Here are our most frequently asked questions & answers. If you don't see your question, please contact us at click here...

Do you have a physical shop?

No, we don’t. Prior to COVID we attended Shows and Fairs all over the UK and we intend to restart this as and when it is safe. We have a Dye Studio where we offer Craft Courses and Workshops. 

Visits can be arranged by appointment only.

Why are many products out of stock?

All of our products are made in limited numbers and many are hand made or hand woven. None are mass produced. This together with high customer demand has left us "sold out" on many products.

Do you sell wholesale?

We do not sell wholesale presently. All of our products are made in limited numbers and many are hand made or hand woven. None are mass produced.

Are your payment processes secure?

Your payments are processed by payment providers with the highest levels of security, such as Shopify Payments and PayPal. No details of your payments (credit or debit cards numbers) are known to us during the payment process.

Where's my order?

Our orders are sent using a Parcelforce “tracked and signed for” service. Some smaller items are sent with Royal Mail. You will receive your tracking number and a website link with your order confirmation.

Typical timescales from order date to delivery date are as follows;

• UK - 5 working days
• Europe - 7 working days
• North America - 12 working days
• Oceania - 15 working days

These typical timescales include our order processing, packaging and posting. These timescales are not guaranteed but are the likely and aimed for outcome.

What are your delivery charges?

UK Addresses:

FREE delivery for orders of £100 or over. For orders under £100 – a flat rate of £6.50 will be added to your order.

International Addresses:

Shipping rates are calculated at the Checkout BEFORE you are asked to pay for your order.

What about Customs Duties, Taxes, Fees etc?

Customs duties may apply depending on the destination country. The recipient of the goods is responsible for the payment any charges, such as customs duties, local taxes, levies, and other charges. The recipient of the goods, who may not be the person who has ordered them, will receive a separate request for payment of these charges. 

Which Countries do you deliver to?

We ship our products worldwide, including, north America, Australia and New Zealand, Japan, and other countries. Shipping rates will be calculated at checkout. If your country is not available during the Checkout process, please contact us and we will provide a shipping quote.

What delivery firms do you use?

We use Parcelforce and Royal Mail.

What is your Environmental policy??

We have been Carbon Neutral since 2020. For more information, click here... All the power used on our site is from 100% UK windfarms. 

Most of our products are made or woven from wool and are plastic free. We do not use plastics in our shipping boxes. 

In association with Tree Nation, we plant one tree for every product ordered.

How do I cancel an order?

You can cancel an order, please contact us asap, click here... , as long as it has not been shipped, 

If your parcel has been shipped, please see our returns policy for more information.

How do I return my order?

Please see our Returns and Refunds procedure, Click here...

How can I contact customer service?

You can contact us at any time via the contact us page on our website, or from the Social Media links on every page of the website. We aim to get back to you within 24 hours.

Can I order something as a gift?

Yes. During the Cart/Checkout process, you can add a gift message that we will pass on to the recipient of the parcel. You can send a parcel directly to the recipient by providing us with their shipping address. We will include a Packing Slip and not an invoice.

How do I use my discount or gift card code?

During the Checkout process, you will see an option to use a Gift Card or a discount code. 

About FelinFach

     

Located in Pembrokeshire Wales, our ethos is defined in the three words...

NATURAL TRADITIONAL HANDMADE.

• Hand woven iconic Welsh blankets and Welsh tapestry blankets.
• Handmade candles, candle accessories, Candle Making Workshops and soapery.
• Natural Dyeing Craft courses.
• Yarn shop, hand dyed yarn, yarn bowls, project bags, tools and accessories for knitters and crafters.
• Welsh Gifts, souvenirs, made in Wales, handmade in Wales.

We are a proud supporter of the Campaign for Wool, Global Welsh and Red Dragon America.

Last updated 2nd January 2025