YOUR ORDER
ORDER CONFIRMATION
An order confirmation will be emailed to you once your order is complete. On this confirmation you will find a summary of your order. Make a note of your Order ID or order number, which is a six digit number that will appear in the title of your email and above the order breakdown. If you need to contact us about this order, we’ll be able to track it down much quicker if you have your order number to hand. You can also view your order along with any other previous orders in the My Orders section of your My TOFT Area.
NO ORDER CONFIRMATION EMAIL
We’re sorry you’re having trouble finding your order confirmation email. Occasionally your email might find its way into your junk or spam folders. If you have added shop@toftuk.com to your contacts list, this should help to minimise the amount of emails that end up in spam or junk.
If you still can’t locate your order confirmation, please check your My TOFT Area to see if it has appeared here. If it is not appearing, please get in touch with our Customer Care team via help@toftuk.com.
NO PATTERNS
We’re sorry you aren’t able to access the patterns you have purchased. These should appear at the bottom of your order confirmation email, and you can click on the link to download the digital content as soon as you have completed your order.
These links have a limit on how many times you can click on them so if you are unable to view a pattern you could previously see, please check your My TOFT Area where you will be able to view your patterns anytime.
If your pattern link is not working, please get in touch with our Customer Care team via help@toftuk.com.
AMENDING YOUR ORDER
As soon as you have completed your order, it is processed by an automated system and the TOFT team will begin to pick and pack it. Due to the high volume of orders we receive on a daily basis, in most circumstances we will not be able to amend details, add items to or combine several orders once they have been placed. If you would like to make a change to your order, please get in touch with our Customer Care team as soon as possible by phone on 01788 810626 quoting your order number.
CANCELLING YOUR ORDER
As soon as you have completed your order, it is processed by an automated system and the TOFT team will begin to pick and pack it. If you need to cancel your order, please get in touch with our Customer Care team as soon as possible by phone on 01788 810626 quoting your order number.
OTHER WAYS TO ORDER
If you are unable to place your order through the TOFT website, there are a few additional options for you…
PHONE ORDERS
You can order most items over the phone with us – simply call 01788 810626 and we will be happy to help. Please note that we will ask for payment information over the phone when you place your order but we do not save any payment details to our servers.
SHOWS
You can shop TOFT at yarn shows all over the UK and the rest of the world! To see an up-to-date list of shows we are attending, please visit our shows page HERE.
Please note that the full range of TOFT products will not be available as we travel to shows with a limited stock. If there is something specific you would like from us, you can order through the website and choose to collect your parcel from a show you are attending (please note this option may not always be available).
If you have purchased a kit at a show we will email the digital pattern to you after the show has ended and our team has returned to TOFT HQ. If you have not received a pattern, please get in touch with our Customer Care team via help@toftuk.com. Please note that your pattern will not automatically appear in your My TOFT area if you purchased a kit from a show.
TOFT STOCKISTS
If you are unable to order from TOFT directly, we do have a number of stockists in the UK and all over the world who might have what you’re looking for. For a complete list of these retailers, you can visit our stockists page HERE.
Please note that if you have purchased a TOFT product through another stockist and you find an error or mistake with the item, you will need to contact them in the first instance. They should then be able to reach a resolution with us through the correct channels.
CREATE AND CRAFT TV
Kerry Lord, creator of Edward’s Menagerie, also has regular slots on Create and Craft TV. Tune in to see TOFT’s latest range of products, top tips and live demonstrations from Kerry herself. For a list of forthcoming shows please see our shows page HERE.
GIFT VOUCHERS
You can buy gift vouchers through the TOFT website HERE. Gift vouchers are currently available in £10, £20, £30 and £50 values. For any amount in between, you can add a combination of these to your basket or if you would like a specific amount, you can get in touch with our Customer Care team via help@toftuk.com.
PRINT OR DIGITAL?
You can choose two different options for your gift voucher – hard copy or digital .pdf.
Printed vouchers will be posted from HQ once your order has been processed. An envelope will also be included.
Digital copies of vouchers will be emailed to you once your order has been processed. Please note that it will not be attached to your order confirmation email due to there being a manual process to generate a voucher with a unique code. Our Customer Care team will create a voucher and get it out to you ASAP. Please allow up to 48 hours for the vouchers to arrive with you, particularly during busy periods.
VOUCHER EXPIRY DATE
TOFT gift vouchers are valid for 6 months after purchase. This can be found on your printed or digital voucher.
SPENDING YOUR VOUCHER
To apply the discount on your gift voucher to your online order, find the unique code printed on the voucher and enter it into the box on the basket page when you are ready to check out on toftuk.com. You will be able to see how much has been removed in the breakdown at the bottom of the page. Please note that you must spend the value of your voucher in one transaction, we are unable to refund the remaining amount or provide a new voucher for that amount.
If you would like to spend your gift voucher on a subscription, you can! Simply enter the code at the checkout on edsanimals.com and your voucher will be applied. Please note that you cannot split your voucher between both websites, you will need to spend the total amount in one transaction.
TOFT gift vouchers will also be accepted when placing a phone order.
MORE THAN ONE VOUCHER
Our website can currently only accept one voucher code per transaction. If you are lucky enough to have multiple vouchers and you would like to spend them all at once, please get in touch with the Customer Care team via help@toftuk.com and they can combine your discounts into one code for you.
VOUCHER CODE NOT WORKING
We’re sorry you’re having trouble with your voucher code. There are a couple of points to check before getting in touch with us:
There are some products on the TOFT website that are excluded from discounts and vouchers. This includes but is not limited to items that are currently on special offer (for example a yarn bundle), pre-order items and sale items.
Has your voucher expired? Please check your voucher to see when it expires, as TOFT gift vouchers are valid for 6 months after purchase. Your voucher may no longer be valid and therefore will not be accepted through the TOFT website.
If you are trying to redeem your discount code on a full-priced product with a valid voucher and you’re still having trouble, please let us know via help@toftuk.com and we’ll see what we can do.
