When will my order be delivered? We endeavour to deliver your order within 3-5 working days from the date of dispatch (for the majority of UK based addresses, for alternative addresses, please see below under ‘Where is my order?’)
Do you ship to anywhere in the world? We use Royal Mail to send out all of our parcels, so we can send to any of the countries where a Royal Mail service operates.
Where are the sheep that your yarn comes from? All of our wool comes from sheep in Australia and New Zealand. This is because it is the highest quality yarn available and nice and soft thanks to their favourable climate.
What is the difference between Lambswool and Merino? Lambswool is the first shearing of the sheep, usually at about 7 months old, whereas merino wool is wool purely from a merino sheep (after the first shearing).
Where is your yarn spun? The yarn in all of our sweaters is spun in our mill in the heart of Yorkshire, in a traditional textiles town called Huddersfield. Our mill is in the hills of Slaithwaite village.
What if I want to make a return? If you would like to return a garment, please read our Shipping and Returns section. Please send your return back to the address listed on our website and your paperwork that accompanied your order. If you have any questions please send an email to information@glenbrae.com with your order number, garment name and the reason for return. We will be in contact as soon as possible. Once your return has been received, we will issue you a product refund. Please allow up to 14 working days.
What if my product is faulty? If your garment is faulty, please either send us an email to information@glenbrae.com, or call us on +44 (0)1484 843732, quoting your order number, garment name and the fault. We will endeavour to fix the problem as soon as possible.
You have sent me the wrong product – what do I do now? If you have received your order and we have sent you something which wasn’t ordered, please contact us via email on information@glenbrae.com or via telephone on +44 (0)1484 843732.
I ordered the wrong item, can I return or exchange it? We don’t offer an exchange service, however, if you would like to change something that you’ve ordered (size, colour etc.) then please return the garment to the address in our Shipping and Returns section and we will issue you a full product refund. You can then go back online and re-order any new garments.
Is the colour on the website accurate? As much as we try to match the colour of our images as closely as possible to the actual garments, there can always be instances where colours appear different when compared with onscreen colours. Please allow for a slight colour differential, taking this into account.
Can you send my order to a different address? When placing your order, you can opt to have your delivery sent to an alternative address, different to your billing address. This must be done at checkout, as we cannot change this information once the shipment has been booked and is in the process of dispatch.
Will I be billed in my own currency, even though the prices are displayed in GBP? Yes, when you reach the payment page, the currency will automatically be calculated in your own currency. All of the prices shown on our website are in GBP.
Do I need to create an account to place an order? No, you can checkout as a guest or set up an account.
What types of payment do you accept? We accept all card payments, excluding American Express and Visa Electron.
Where is my order? Your delivery should be with you 3-5 working days after placing your order if you are in mainland UK. If you are in Europe, it may take 5-10 working days and if you are anywhere else in the world then it may take 15-20 working days for delivery.
How long does it take to process a refund? A refund will take up to 14 working days to process, from the date we receive the goods back with us. By this time, any monies should have cleared back into your account.
What are your opening hours? We are open Monday – Friday, 8.30am – 5.30 GMT.
Do you send out fabric swatches? We don’t send out any individual yarn swatches. However, if you order a plain garment and aren’t sure of the colour, this can be returned. Please note the returns policy is different for personalised items.
Personalised Garments If a garment is personalised and you change your mind, this cannot be returned to us, as it has been created specifically for you. If the garment is personalised and has a fault, we will treat it in the same way as a plain garment and you must follow the Returns and Delivery policy.
