Frequently Asked Questions

Please read our FAQ before sending us a message.

How is my order shipped?

Orders are shipped Monday through Friday, excluding Portugal public holidays. Any orders placed on Saturday or Sunday will be shipped the following week.

Parcels - GLS General Logistics Systems

Pallets - DB Schenker Global Logistics Solutions

How long does it take for my order to reach me?

Orders are despatched within 5 working days after payment confirmation. Typically, EU orders take between 2-8 after dispatch. UK orders can take up to 7-15 working days depending on the delivery address.

Delivery dates are not guaranteed in the event of service interruptions or failures caused by events beyond the control of WelcomeYarn®. These interruptions include, but are not limited to, delays caused by the transportation system, shipping carrier or processing of cardholder's credit/debit card.

Delivery delays due to service interruptions or inclement weather conditions are not the responsibility of WelcomeYarn® or the carrier.

Which countries do you ship to?

Currently, from our website we only ships to addresses within the EU member states.

For any other destinations, please email info@welcomeyarn.pt.

What are your delivery charges?

You can check the delivery charges anytime on the shopping cart page.

Click in Calculate Shipping to update totals.

How do I track my orders?

You will receive an email, together with a tracking number, notifying you that orders have been shipped. If you have further queries, please contact us at info@welcomeyarn.pt.

How do I start shopping online with WelcomeYarn®?

For step-by-step shopping instructions, please follow the progression below:

When you have found a Product on the Website that you would like to buy, please click on the button labelled "ADD TO CART". This will add your Product to a virtual "shopping cart".

To change what’s in your virtual shopping cart at any time, click on the button labelled "CART / VIEW CART".

To remove a Product from your virtual shopping cart, click on the "X" button on the left side of the product.

To add more Products to your virtual shopping cart, click on the link labelled "CONTINUE SHOPPING".

To pay for the Products in your virtual shopping cart at any time, click the button labelled "CHECKOUT / PROCEED TO CHECKOUT".

When you click the "CHECKOUT" button, you will be asked to provide various information necessary to process your order and deliver the Product(s) to you.

You can provide this information by filling in the fields requested on the screen.

All highlighted fields must be completed. We respect your right to privacy and will only use any information you provide to us in accordance with our Privacy Policy.

To shop with greater ease with us online, register one-time to save your details so that you will not have to re-enter your personal information again on your next session.

How do I know if an item is in stock?

All items are in stock unless "OUT OF STOCK" is indicated. On receipt of your order if any items are unavailable , we will inform you by email and we will offer you a refund or alternative availability date where possible.

Can I deliver to another address, other than my card billing address?

Yes, it is possible if the delivery address is in the listed countries.

How do I know that my order has been successfully submitted?

You will receive an email acknowledgement containing the order reference number and details of your purchase. Your order will be only dispatched upon receipt of payment.

How can I pay for my order?

We accept PayPal and Wire Transfer payments.

How do I use a coupon code?

To use a coupon code, please follow these steps:

Place your orders.

Proceed to the shopping cart page.

Enter your Code at the box indicating "COUPON CODE". Simply type or copy and paste (recommended) the promotional code in this text field.

Click "APPLY COUPON" to submit the code and see the final amount with your promotion discount applied.

Do I need to register and set up an account to shop?

It is not mandatory to register. However, if you choose to we will retain your contact details, which will be retrieved when you login on your next visit.

Is there a minimum order value?

There is no minimum order requirement.

What are the recommended browsers for this site?

This site is optimized for Explorer version 7.0 or higher, Mozilla Firefox version 2.0 or higher, Opera 9.0 or higher and Google Chrome.

Is my personal information kept private?

Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law or to fulfill an order contract with you.