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FAQs

Please note that we are experiencing a high number of enquiries regarding KnitForMentalHealth orders. For KnitForMentalHealth FAQs, please see below. For other Yodomo and order FAQs, please scroll down.

KnitForMentalHealth

How are the KnitForMentalHealth products shipped?

 

All KnitForMentalHealth items are being delivered via Royal Mail 2nd Class, who may be experiencing minor delays due to Covid-19 and UK weather conditions. Learn more about delivery, refunds and returns.

 

Can the KnitForMentalHealth gloves be shipped internationally?

 

Yes, they can! Please see more info below:

EU Shipping costs £12.99
US Shipping costs £14.00

Please contact us to arrange shipping to EU or US addresses, or for a quote on shipping to places outside of these areas.

 

How do I look after my KnitforMentalHealth gloves?

 

To keep your KnitForMentalHealth gloves in top condition we recommend handwashing them only with a gentle detergent, gently rolling them in an absorbent towel to remove excess water and then lying them flat to dry. Do not wring them because this will stretch the fibres and they will lose their shape.

 

What size are the KnitforMentalHealth gloves?

 

Please refer to the individual product listing. As each pair has been made with love by volunteer knitters from across the country, there may be slight variation in size, style and shade.

 

What materials are the KnitforMentalHealth gloves made from?

 

Please refer to the individual product listing. As each pair has been made with love by volunteer knitters from across the country, there may be slight variation in size, style and shade.

Please note, our knitters are using their own yarns at home. We do our best to clarify the fibre content but if you do have any allergies, please get in touch.

 

How do I become a knitter for KnitforMentalHealth?

 

Thank you for your interest! Send KnitForMentalHealth a message on Instagram and the KnitForMentalHealth team will be in touch.

 

General: Yodomo FAQs

I have purchased an online course 'as a gift'. What happens now?

 

Thanks for purchasing an online course for that special someone! You should receive a PDF with instructions on how to enrol. This PDF will be downloadable after you checkout, and a copy will automatically be sent to your email. Be sure to check your Promotions or Spam folder in case this email lands in there.

Once you've got your PDF instructions, you'll be able to either add it as an attachment to an email and send it directly to the recipient, or you can print out and give it to that lucky someone in person.

Has it been a while and you're still without the PDF instructions? Please contact us and we'll help you sort it out.

Scroll down to the Gifting Section for more details.

 

I have just purchased my first online-only course. What happens now? 

 

Congratulations on your first online Yodomo course! You will be invited by email to set up a Yodomo My Courses account. This can take up to 5 minutes, and may go into your promotions or spam folder, so please do check there.

Once you've received the email, follow the link to "confirm your email" and create your account login, ensuring that you use the same email address that you used during checkout.

You will also receive an email informing you that you have been enrolled on your course. Please make sure Yodomo My Courses account login is set up before you attempt to access your enrolled course.

Once you have set up your account, you can access it anytime by going to the 'My Courses' login page.

 

I have just purchased a Course + Kit. What happens now? 

 

Thank you for your purchase! We hope you'll love it as much as your instructor enjoyed putting it together for you. Your kit will arrive via post, and will include either instructions on how to access your course, or will include all the information you need to know about your kit. Depending on your kit, the course will be on of the following types:

  • An online course accessed via Yodomo My Courses. Instructions will be included in the kit on how redeem your online course, including a 6+ digit course code.
  • A course taught via printed instructions, which are included in the box.
  • An online course not accessed via Yodomo My Courses. Details on how to access a course will be included in the box.

You can find the details about how the course is taught on the product page as well as the kit you'll be sent.

 

I have just purchased a Refill Materials Kit. What happens now? 

 

Your refill materials will arrive via post, to help you continue learning with your pre-purchased course

 

Accessing Your Online Course

What is a Yodomo ‘My Courses’ account?

 

Your 'My Courses' account is where you can access the Yodomo courses you have purchased. Once you create an account, you'll be able to access your enrolled courses 24/7, by logging into your account here, or by going to My Courses from the top navigation bar.

 

How do I make a Yodomo ‘My Courses’ account?

 

You can only make an account once you have a Yodomo course to access.

You will be invited to set up a Yodomo My Courses account following your first purchase of an online course, or course and kit, which is taught via ‘My Courses’.

Please note, many of our courses + kits feature courses not taught through 'My Courses', so these do not require an account.

 

I already have a My Courses account, but my new course is not showing up. What do I do? 

 

Please check that you have used the same email address during checkout, or via the 'Redeem Your Course' form, that you used to create your Yodomo 'My Courses' account.

Many of our Courses + Kits are taught by printed guides, or by video guides not accessed via Yodomo 'My Courses'. You'll be able to find out how your course is taught via the enclosed instructions in your kit, or else on the product page for your kit.

 

Receiving Your Kit

When will I receive my kit?

 

You will receive an order confirmation at point of purchase, and another email confirmation upon dispatch. Each of our makers and instructors may have varying lead times, but dispatch is typically 2-5 working days, and standard delivery time is 3-7 days.

For more information, please visit our delivery page.

 

What will be inside my kit?

Inside your kit will be the tools and or materials that you need for your course, as stated on the product page, in addition to either:

  • Instructions on how to access your online course.
  • Printed instructions or a guide.

You can refer to the course, or the product page, to find out further materials or tools you will need.

In most instances, these will be items you already have at home. For intermediate or advanced courses, these items may be more specialist. If you would like to start your course + kit as soon as it arrives, we recommend that you check the product page and prepare the additional materials accordingly.

 

How are your kits packaged?

 

Packaging depends on the maker that you're purchasing from, but each will package items with care, and doing what they can to follow our Sustainability Policy.

 

How will I access the course part of my kit?

 

Your kit will include instructions on how to access your course. Depending on your kit, the course will be:

  • An online course accessed via Yodomo My Courses. Instructions will be included in the kit on how redeem your online course, and provide you with a 6+ digit course code.
  • A course taught via printed instructions, which are included in the box.
  • An online course not accessed via Yodomo My Courses. Details on how to access a course will be included in the box.

Details about how the course is taught is available on the product page, and is made clear by the instructions included in the box.

 

I have received a 'Redeem my online course' instructions sheet in my kit, what do I do now? 

 

Go to Redeem an online course and follow the instructions on the sheet provided.

 

What do I do if there is an issue with my kit, or I would like to return my kit?

 

We're sorry to hear that there's an issue with your kit! Our full refund and exchange policy can be found here. 

 

I ordered a kit and course, and I believe it should have arrived by now but it still hasn't. What should I do?

 

Each of our instructors and makers has varying dispatch timelines, and may use different delivery services. You'll be able to find details about delivery on individual product pages.

Due to COVID-19 and weather conditions, there may be delays with certain delivery services.

If your order has exceeded the expected delivery window, please contact the seller by logging into your Customer Account, selecting the order in question and then raising an order query. If you do not already have a Customer Account, you will need to create one using the same email address that you used when placing your order.

If there anything else, please let us know and we'll find out what we can do for you.

 

I don’t live in the UK. Can I buy a course + kit?

 

Yes. Shipping rates will vary depending on where you're located and what the item is. 

To get a quote for international shipping on a drop-shipped item, please contact the seller directly via the 'Ask a Question' button on the product page or the seller's shop page.

To get a quote for international shipping on an item dispatched by Yodomo, please  contact us and we will provide you with a quote.

 

Getting In Touch

I have a question about a product. How do I contact the seller?

 

You can contact the seller by clicking on the ‘Ask a Question’ button underneath the product description on the product page.

You will receive an email notification when they respond. Please check your spam folder.

You can then view the answer and respond via your Customer Account. If you do not already have a Customer Account, you will need to create one using the same email address that you provided in the Ask A Question form. Please note this is the same email address to which the notification will be sent.

 

There isn’t an ‘Ask a Question’ button on the product I have a question about. What do I do now?

 

If there isn’t an ‘Ask a Question’ button on the product page (underneath the product description and above the reviews), then the product is dispatched by Yodomo. Please contact us using our Contact Form.

 

I have a question about an order that has been drop-shipped by a seller.

 

Please contact the seller by logging into your Customer Account, selecting the order in question and then raising an order query. If you do not already have a Customer Account, you will need to create one using the same email address that you used when placing your order.

You will receive an email notification when they respond. Please check your spam folder. You can then view the answer and respond via your Customer Account.

 

I have a question about an order from the Yodomo Bookshop.

 

Please contact us via our Contact Form.

 

I have just Asked A Question. What happens now? 

 

Your question will be sent directly to the seller, and you will receive an email notification when they respond. Please check your spam folder.

You can then view the answer and respond via your Customer Account. If you do not already have a Customer Account, you will need to create one using the same email address that you provided in the Ask A Question form. Please note this is the same email address to which the notification will be sent.

 

I have Asked a Question or raised an Order Query and I have not received a response from the seller. What should I do?

 

Our Sellers are on hand to help and should respond within a few days, though sometimes email notifications do get missed. If you have not received an email notification nor can see a response in your Customer Account, then please contact us and we will follow up.

 

What is your Ask a Question policy?

 

With Ask a Question, sellers and customers have the ability to communicate directly through the platform. Questions and responses are monitored by an admin.

Messages may not be used for the following activities:

  • Sending unsolicited advertising or promotions, requests for donations or spam
  • Harassment or abuse
  • Contacting someone after they have explicitly asked you not to
  • Interfering with a transaction or the business of another seller
  • Exchanging personal contact, financial or other information for the purposes of evading the checkout process on Yodomo, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc.

 

Gifting

Can I purchase a Course + Kit as a gift?

 

Yes, our courses + kits make excellent gifts. You can put your lucky giftee's address in the shipping information section when ordering, and all the information they'll need will be included in the kit.

 

Can I purchase an online course as a gift/ for someone else?

 

Yes! Online courses will have 'As a gift' as an option on the product page. If you would like to give an online course as a gift, simply select 'Yes' to this dropdown menu.

Alternatively, you can also send a digital gift card.

 

I'd like to purchase an online course as a gift, but there is no option to select 'As a Gift'. What should I do?

 

We're working to make each of our online courses giftable. If the one you'd like to gift doesn't have this option yet, please contact us and we'll move it to the front of the queue.

You can also purchase a digital gift cardwhich can be used towards anything in our shop, from kits and courses to books and finished products.

  

Can I add a personalised note inside my Course + Kit gift?

 

Yes! Please add a note at checkout to let us know it’s a gift, and what you would like the note to say.

 

Do you offer a gift-wrapping service?

 

We're not offering a gift wrapping service at this time; however, most of our makers send kits in beautifully packaged parcels that are ready to be wrapped and gifted.

 

Gift Cards 

How do your gift cards work?

 

You can purchase a digital gift card here.

After purchase, gift cards are delivered to the email address you entered at check out along with instructions on how to redeem them.

You can choose to print off the gift card and instructions, or forward the email directly to your recipient.

The recipient can use the gift card on any of our hundreds of kits, courses, books and finished products.

The gift card provides a unique code that can be entered at checkout.

 

How do I check my gift card balance?

 

Contact Us to find out how much money you have left on a gift card.

 

Learn more about delivery, refunds and returns here.

Couldn't find what you were looking for? Please contact us here.