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FAQ

Frequently Asked Questions FAQ | TOFT

Got a question? Not to worry!
We've tried our best to provide as much information as possible below on any queries that you might have.
If this information doesn’t answer your question, feel free to contact our Customer Care team on help@toftuk.com and we will be happy to help.

 


THE TOFT WEBSITE
Welcome to the TOFT website! Here you can browse and purchase products, read our blog and visit a variety of pages about TOFT’s history, products and more. This section will help you get around the website and your account area if you choose to set one up with us.

– NAVIGATION
Having trouble finding everything? Here we cover all the basics of what you’ll find on the TOFT website and how to use it.

HOME PAGE
This is where most of you will land when you visit TOFT’s website. Here is where you will find links to the latest products available. Simply click on an image and it will take you to the category or product page where you can view more details and make purchases.

MAIN MENU
The main menu is at the top of the website and will appear either as a bar across the top or a menu icon if you are browsing on your phone. Simply select the category you would like to explore and it will take you to our product pages, where you can view products and purchase them.

SEARCH BAR
If you are looking for something in particular, such as an individual project, you can type keywords into the search bar in the top righthand corner. This will produce a list of items that contain this word, narrowing down your search for you.

BOTTOM MENU
If you scroll all the way down, you’ll find a menu that’s split into four different categories depending on the information you’re looking for. Here we have gone into much more detail and these links will provide you with a wealth of knowledge, from the company itself to helpful video tutorials and our opening hours.

– MY TOFT AREA
In the top righthand corner of the website just beneath the search bar, you will find a link that takes you to your very own TOFT area where you can update your personal details, view your previous orders and find all of the TOFT and Edward’s Menagerie patterns you have purchased through this account.

REGISTERING AS A NEW CUSTOMER
Setting up an account with TOFT means you will always be able to access digital versions of your patterns, access your previous orders and checkout more quickly in the future. All you need to do is enter your name, email address and create a password. You can set up an account right now by clicking HERE.

FORGOTTEN PASSWORD
Don’t worry, we’ve all been there – if you have forgotten your password, you can click HERE. This will take you to a page where you will need to enter the email address registered to your account. We will then send your password to that email address.

MY DETAILS
You can update the following details in the MY DETAILS section of your TOFT area. Please note that this does not carry over to our subscriptions website; you will need to update these separately:

Name
Delivery Address
Telephone Number
Password

If you would like to change the email address for your account, please get in touch with us at help@toftuk.com and we can change this for you.

MY ORDERS
Once you have placed an order with TOFT and received an order confirmation email from us, your order will appear in the MY ORDERS section of your My TOFT area. You can then view the order summary and delivery details of that order. If you can’t see the order after making your purchase, please wait a few minutes and try refreshing the webpage. If the order still does not appear and you have not received any information from us regarding your order, please contact our Customer Care team via help@toftuk.com.

MY PATTERNS
Whether you have lost your pattern, deleted it by accident or the download link has expired from your order confirmation email, you will always be able to find all of your purchased patterns in the MY PATTERNS section of your TOFT area. This includes any knit, crochet and Edward’s Menagerie patterns that have been purchased with the email address you used to set up this account.

LOST PATTERNS
If a pattern is missing from your TOFT area due to a missing link that has occurred when placing a web order, we are able to restore this pattern for you. Please contact our Customer Care team via help@toftuk.com with your order number and we’ll take care of the rest.

PATTERN UPDATES
While we do our best to check each and every pattern we release, errors can occasionally find their way into our pdfs. With your My TOFT area, you never have to worry about having an out of date pattern again. As soon as we have uploaded the updated version of a pattern you have purchased, it will automatically update in the MY PATTERNS section of your area.

PATTERNS THAT ARE NO LONGER AVAILABLE
If you have purchased a limited edition product or that item is no longer sold on the TOFT website, you will always be able to find the pattern in your TOFT area. 


ED’S INDEX
Since 2015 Edward’s Menagerie has grown to over 500 animals, birds, minis and more. You might like to keep track of who you have made, and we are happy to help! Below you can click on the link to Ed’s Index, a comprehensive set of lists of every member of Edward’s Menagerie designed by Kerry Lord to date. There are even downloadable checklists for the completists out there.

Ed's Crochet Animal Index | TOFT


YOUR TOFT ORDER
You’ve browsed the TOFT website, found something you like the look of and now you’re ready to buy! This section will take you through the process of placing an order, from adding an item to your basket to that package appearing on your doorstep.

– MY BASKET
Next to the search bar on the top righthand corner of our website you will see the basket icon. When you purchase products, they will be added to your basket and a number will appear next to it letting you know how many items you have in there. Clicking on the basket takes you to a summary of what you currently have in your basket, where you can edit the quantity, remove unwanted items and enter a voucher code before checking out. If you make any changes, don’t forget to click the UPDATE BASKET button at the bottom of the page before moving on.

Please note that you may be asked to log in or set up a new account before viewing your basket summary.

– CHECKING OUT
When you are happy with how your basket looks, click on the CHECKOUT button at the bottom of the page. Clicking on this button takes you to an Order Confirmation page, where you can enter your delivery details, choose your delivery method, include an optional safe place to leave your parcel and add a gift message. The delivery cost is added to the total, and any voucher discounts are removed from the total. You can see a breakdown of this at the bottom of the page.

Please note you will need to confirm that you have read and agree to our terms and conditions before you can place your order. You can view our terms and conditions HERE.

SENDING A GIFT
If you are sending a TOFT order as a gift, you can select gift wrapping as an option when you check out. The items will be hand-wrapped and placed in a beautiful gift box that the recipient will love to open. An additional charge for this will be added to the total, and you can see a breakdown of this at the bottom of the page. Please note that some larger items such as stuffing and stash bags do not fit into our gift boxes. If you have any questions about this, please contact our Customer Care team via help@toftuk.com.

You can also choose to write a gift message in the notes section of the checkout page, which will be hand-written onto a specially designed TOFT notecard and included in the box free of charge. 

– PAYMENT
When you are happy with how your order is looking on the checkout page, you can choose to continue to payment via Worldpay or PayPal. Both options will take you to a separate website where you can securely enter your payment details and complete your order. On completion, you will be returned to the TOFT website.

PAYMENT METHODS
We accept online payments with Visa, Visa Electron, Maestro, Mastercard and PayPal. We do not currently accept American Express.

PAYMENT NOT WORKING
We’re sorry you’re having trouble with your payment. There are a few points to check before getting in touch with us:

Are your personal details correct? Please double check your billing address and other details to make sure they match the information on your card.
Are your card details correct? Please double check the card information you have entered including the long number, expiry date and three digit security number on the back of the card.
All online credit/debit card payments are subject to authorisation by the card issuer or bank. If, for any reason, your payment is not authorised, the order will not be processed by TOFT. Please check with your card issuer or bank if you are having problems with authorisation.

If you are still having trouble with payment, please let us know via help@toftuk.com and we’ll do our best to help.

SECURITY OF INFORMATION
The TOFT website uses two popular and well-known payment platforms – WorldPay and PayPal – to process online credit/debit card payments. We do not store any card information on our server or in any other digital format. We do not share any other personal details (email address/phone number) with any third parties.

VAT
All prices shown are inclusive of VAT (at the applicable UK rate of 20%). The exact VAT amount is shown on the total cost breakdown when you check out, and will also appear on your order confirmation email. The rate is based on the final value of your order, at the rate applicable to your country.

CUSTOMS
The customer is responsible for any additional taxes and/or customs charges that are applicable in your territory. TOFT cannot be held responsible for reimbursing the customer for any additional taxes and/or customs charges.

– COMPLETING YOUR ORDER
When you have checked out and paid for your items, your order is complete! You can sit back, relax and the TOFT team will process your order and dispatch your parcel to you. 

YOUR 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.

– DELIVERY
While you sit back and wait for your order to arrive, the TOFT team is working hard to carefully select and safely pack your items ready for dispatch. You can view more detailed information on our delivery page HERE.

– RETURNS AND EXCHANGES
We hope that you are happy with your TOFT order, but there may be a few occasions where you need to return something to us. We’ve done our best to try and make sure that’s as easy as possible for you.

ERROR WITH ORDER
Every order placed with TOFT is hand-picked with care from our studio warehouse by our team. We’re sorry if you find a mistake with your order and ask that you please report any missing, incorrect or damaged items, along with your order number, within 14 days of delivery via help@toftuk.com. We will do our best to solve the problem as quickly as possible, and should you need to return anything due to our error we will be happy to cover any return postage up to £4.50.

RETURN ADDRESS
Please return any items to the below address along with your order number and any details or reasons for the return. We’ll process your return and refund or exchange within 14 working days.

TOFT Customer Care
TOFT Studio
Toft Lane
Dunchurch
Warwickshire
CV22 6NR

RETURNS POLICY
If you would like to exchange or return your purchase, we will be happy to do so within 30 days. Please use the below returns link to generate a free tracked return postage label, or contact our Customer Care team via help@toftuk.com. You’ll need to provide us with your order number, and please be aware that we may ask you for any reasons for the return or exchange.

RETURN POSTAGE LABEL

FAULTY ITEMS
For items that are deemed faulty, we would usually ask you to return them to us and are happy to cover return postage up to £4.50. We will provide a full refund or exchange in this case. Please note that any item damaged as a result of wear and tear is not considered faulty.

NON-FAULTY RETURNS
If you would like to return any items that are not faulty, we will be happy to fully refund the cost of your purchase, provided all items are returned to us in tip top condition. We will not be able to cover the postage cost of returns in this case.

EXCHANGES
We understand that you might change your mind about an item when you receive your order, and we are happy to carry out an exchange for you provided the item is returned to us in tip top condition. We will not be able to cover the postage cost of the returned items in this case.


TOFT PRODUCTS
There are many TOFT products available to buy from the TOFT website. This section covers some of these products that require a little more detail.

– TOFT YARN
Our pure wool yarns are versatile and can be used for most knitting and crochet patterns. With TOFT yarn you can create amigurumi toys, garments and a full range of accessories.

COLOUR CHART
You can view full range of colours, weights and accessories available on our colour chart page HERE.

UNAVAILABLE COLOURS
On some occasions you might not be able to see the colour you would like to choose in the drop down menu when you are making a purchase. At TOFT we endeavour to have our full range of yarn colours and weights in stock all year round, but sometimes there may be reasons out of our control that result in a colour becoming unavailable. This could be due to the popularity of a colour, busy periods such as Christmas or after a special promotion or event.

Don’t panic! Chances are if a colour is out of stock and currently unavailable, it’s already on its way to us from the mill. If you have any questions about unavailable colours, please get in touch with our Customer Care team via help@toftuk.com.

BATCH NUMBERS
On your yarn label you will see a five-digit number underneath the name of the colour. This is the yarn’s batch number. Yarn is spun and dyed in batches, and although our colours are matched as closely as possible, each batch may vary in colour. This means that, if you’re looking for an extra ball of something to finish off a current project, you’ll need to match the batch number to guarantee the colour will match.

We recommend keeping your yarn labels for this reason until you have finished your project, just in case you do run out and need to buy more. If you do find yourself needing more, please get in touch with us via help@toftuk.com quoting your batch number and we can look into this for you.

Please note that once a batch of yarn has sold out, it is replaced by the next batch and TOFT will not have stock of the previous batch again.

YARN WEIGHT
There are two types of weight to consider when looking at your yarn – the physical weight of the yarn when you hold it, and the thickness of the yarn itself.

Yarn weight refers to the thickness of the yarn, which determines things like the needle or hook size used, the density and drape of an item or in Edward’s Menagerie case, the size of your chosen animal. TOFT yarn comes in four different weights across our full colour spectrum. We use UK terms to define our yarn weight, but we’ve added additional US terminology in the below table if you’re more familiar with these terms.

British and US Yarn Weights | TOFT

You’ll see that we haven’t included a recommended needle or hook size with our yarn weights. This is because the desired look, feel and drape of the design will dictate the size of the needle of hook used, and thus TOFT patterns are all designed on different tensions using the same yarns. When making a project using a TOFT pattern and yarn, we recommend checking your tension before you start and adjusting the needle/hook size as required. See more about tension in the TOFT guide to stitches and yarn HERE.

In terms of physical weight, TOFT yarn comes in several weights from 25g to 120g. The product descriptions on the TOFT website will tell you how much a ball or skein of yarn weighs, and you can also find this information on the yarn label. You may find that the weight of your yarn varies ever so slightly if you place it on a set of scales at home, but it will be very close to the weight on the label. Your yarn is a natural fibre, and as such its weight can fluctuate as humidity levels increase and decrease due to the amount of moisture absorbed into the yarn itself. 

BALL OR SKEIN
TOFT yarn is supplied in either a ball or a skein of yarn.

If you have purchased a ball of TOFT yarn, you can get going straight away with your project by finding the end and attaching it to your needle or hook. You can also locate the other end of the yarn in the middle of the ball and work with this at the same time, for example if you are working from a pattern that requires you to hold two strands held together.

A skein of yarn has been twisted into shape, so before you use it you'll need to unwind it into a ball. If you try and knit or crochet from a skein, you are likely to end up in a tangled mess! To unwind your skein, you'll need to untwist it first, then hang it over the back of a chair or around a volunteer's outstretched hands. You can then cut the loops, find the end and begin winding your skein into a ball.

KNOTS IN YARN
We understand that it’s frustrating when you discover a knot or join in your yarn! However, this does not necessarily mean that the yarn is faulty. Knots are a normal result of the manufacturing process, and because TOFT yarn is a Grade A pure wool blend, meaning it’s a natural fibre, joins and knots can appear more often. 

If you find multiple knots in your ball of yarn, please contact our Customer Care team at help@toftuk.comquoting the batch number and colour and we may be able to organise a replacement for you.

CARING FOR TOFT YARN
We recommend hand-washing any items made from TOFT yarns and drying on a flat surface away from direct heat. This is a standard technique called blocking, which is advised for the majority of our knit and crochet projects. 

For a quick block we recommend steaming your item gently and laying it on a flat surface to dry away from direct heat.

– 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. Please note that TOFT Studio is temporarily closed to the public so we are unable to accept gift vouchers here currently.

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.

– LIMITED EDITION PRODUCTS
Some TOFT items may be limited edition or released during a special promotion where they are only available for a specific period of time.

SOLD OUT
TOFT occasionally holds special promotions and releases limited edition items of stock that sell out quicker than expected and an item might become unavailable after you have placed your order. While we do everything to prevent this, there are some occasions where a high volume of traffic or a technical website error causes too many orders to be placed for the stock that we have. In this situation, our Customer Care team will contact you via phone or email to offer an alternative product, or a refund for the item.

– SUBSCRIPTIONS
For those of you who prefer to get your yarn fix from TOFT on a more regular basis, you can choose to purchase one or several subscription services. By subscribing, you can guarantee that you won’t miss out on some limited edition products and you’ll be able to get your hands on some patterns and yarns before they appear on general release. 

WHERE TO SUBSCRIBE
You can subscribe to any of our subscriptions anytime on our dedicated subscriptions website HERE. Here you will find our current subscriptions and their various payment options.

SUBSCRIPTIONS FAQ
You should find the answers to the majority of your questions regarding subscriptions on our subscriptions website HERE. If you can’t find the information you’re looking for, you can get in touch with our Customer Care team via help@toftuk.com.

– PRE-ORDER PRODUCTS
Occasionally TOFT will release a product on pre-order. By purchasing a pre-order item you are guaranteed to be one of the first people to get your hands on it as soon as it is released. 

PAYMENT FOR PRE-ORDER ITEMS
You will be charged immediately for any pre-order purchases, regardless of when the product is ultimately dispatched to you. The payment secures the item for you, and we hold your address and order details until we are ready to ship the order. You will not be charged a second time when the order ships, and we do not keep your payment information on file.

VOUCHER CODES AND PRE-ORDERS
Our website does not currently accept voucher codes against pre-order items. If you have a gift voucher you wish to use to purchase a pre-order item, please get in touch with our Customer Care team via help@toftuk.com and we’ll see what we can do. Please note that other discount codes are not valid on pre-order products.

PURCHASING ADDITIONAL ITEMS
If you are purchasing products that are currently in stock and available for immediate dispatch, these will leave under our normal delivery timescale and your pre-ordered item will follow in a separate shipment once it is released. In this instance normal postage charges will apply for the items leaving TOFT HQ immediately.

FREE SHIPPING
Our free shipping over £50 offer does not apply to baskets that contain pre-order products. However, there may be ways of saving on postage where we have grouped items together.

DELIVERY TIMESCALES
As soon as we have received the pre-order item, we will dispatch it as soon as possible regardless of any official publication dates that might be connected with it. Make sure you’re following TOFT’s social media accounts and subscribe to our newsletter for the most up-to-date information about the arrival and dispatch of pre-order goods.

FREE GIFTS
Sometimes we will also offer a free gift when you pre-order a TOFT product. We love to reward your loyalty by including a small gift, and the only way to get your hands on these special products is to pre-order as they will not be released for sale after the pre-order period is over. Your free gift will be shipped to you with the pre-ordered item once this is released, unless otherwise stated on the product listing.

If you have purchased more than one pre-order item, you will receive one gift per item. For example, if you purchase a pair of books, you will receive two gifts – one for each book.

BONUS PATTERNS FOR PRE-ORDER ITEMS
If your pre-order pattern comes with a free set of .pdf bonus patterns, these will automatically be uploaded to your My TOFT Area once the product has been released. Until then, you won’t have access to those patterns.

CHANGING YOUR ADDRESS
If your address or any other details have changed since placing your pre-order, please get in touch with our Customer Care team via help@toftuk.com with your order number and we will update our records. Please note that if you update your address in your My TOFT area or on our subscriptions website, you will still need to email us so we can update your pre-order specifically.

It is the customer’s responsibility to contact TOFT with an updated address or any other details before the pre-order is dispatched. TOFT will not be held responsible for the cost of resending items if we have not been informed of any amended details.

– TOFT COMPLETE KITS
Alongside our standard knit and crochet kits that come with yarn and a digital .pdf pattern, TOFT also offers a range of complete kits that come with everything you need to make that project.

WHAT IS A COMPLETE KIT?
A TOFT Complete kit is a project that comes packaged along with everything you need to complete it – a printed postcard pattern, toy stuffing, crochet hook or knitting needles, a needle for sewing up and any additional items needed such as eye thread for an Ed’s Animal or a pom pom for a TOFT Hat. Our Complete Kit range makes the perfect gift for a beginner crocheter or knitter, or for someone new to the Edward’s Menagerie kits.

HOW TO BUY
You can buy a kit as a gift or for yourself from our STARTER KITS section or from the GIFT KITS section on the TOFT website. You will also find the option to upgrade your project to a Complete Kit on most of the animals you can buy individually on the TOFT website. If you choose this option, an upgrade cost will be added to your kit cost for the additional materials.

If there is a certain project you are looking for but can’t see the option to upgrade to a Complete Kit, please get in touch with us via help@toftuk.com as we may be able to make it into a kit for you.


TOFT PATTERNS
The majority of knit, crochet and animal kits you purchase from TOFT will come with a pattern. This section covers patterns in all shapes and sizes!

– DIGITAL PATTERNS
If you have purchased a lot of kits from TOFT in the past, you’ll be familiar with the .pdf format our patterns come in. Most patterns are available this way, and when you purchase one of these kits from the TOFT website the digital version of the pattern will be made available to you.

WHAT IS A DIGITAL PATTERN?
A digital pattern comes in the form of a .pdf (portable document format) file. This type of file can be easily viewed, shared and printed, and almost everyone is able to open a .pdf document on their computer or mobile device.

WHERE IS MY DIGITAL PATTERN?
Your .pdf pattern can be found in two places instantly once you have purchased your kit from the TOFT website; your order confirmation email, and your My TOFT Area.

A link will be included at the bottom of your order confirmation email. Clicking on this link will enable you to view the pattern, which you can then save to your device and print at your own convenience. 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 and download your patterns anytime.

Please be kind to the environment and only print your pattern if you need to do so. Most of our patterns indicate the best range of pages to print to minimise the amount of resources used.

If your pattern link is not working or there is no pattern appearing in your My TOFT Area, please get in touch with our Customer Care team via help@toftuk.com.

– PRINTED PATTERNS
Also known as postcard patterns, these collectable printed versions of TOFT patterns come in different sizes depending on what you have ordered.

WHAT IS A PRINTED PATTERN?
If you have opted for a printed TOFT pattern, this will usually come in A5 or A6 postcard format. Printed on high quality recyclable silk card, you will find your pattern wrapped up with the yarn required for your kit. On one side will be an image of the finished project, and the other side will contain your pattern, tools and materials needed and any helpful abbreviations.

NO PRINTED PATTERN
If you have opened your TOFT parcel and cannot find a pattern you believe should have been included, please check your order confirmation email to confirm whether your pattern should be printed or digital.

If we omitted the printed pattern from your parcel, we’re sorry! Please get in touch with our Customer Care team via help@toftuk.com quoting your order number and we’ll work as quickly as possible to get the printed copy out to you. 

The majority of our kits come with a digital copy of the pattern too, so if you’re keen to get started you can download the .pdf content while waiting for your printed copy to arrive.

– UNDERSTANDING YOUR PATTERN
At TOFT we take pride in our patterns being concise and easy to follow. If you are having any trouble at all with a pattern, please don’t hesitate to get in touch with our Customer Care team via help@toftuk.com, who will be happy to help you.

SKILL LEVEL
At TOFT we break our patterns down into three different levels:

LEVEL ONE: COMPLETE BEGINNER
Projects at this level are suitable for complete beginners who have never crocheted before and just require learning one or two types of stitch.

LEVEL TWO: EASY
Projects at this level involve simple techniques and are a great next step for anyone who can understand a beginner pattern.

LEVEL THREE: INTERMEDIATE
Projects at this level involve additional more complex techniques and are suitable for confident beginners or those with a little more experience.

BRITISH AND AMERICAN CROCHET TERMS
TOFT patterns are designed using British crochet and knitting terms. For crochet patterns and Edward’s Menagerie patterns, here is a breakdown of the most commonly used UK terms and their US translations.

TOFT British American Crochet Terms

NEEDLE SIZE
Each TOFT knitting pattern will specify the correct size needle (or needles) that you need to use. We give the metric measurement in our patterns, but you may have old UK sizes or US sizes on your needles at home! Here is a breakdown of the different sizes to help you locate the needles you need for your project.

TOFT British American Metric Knitting Needle Sizes

TENSION
Tension is the number of stitches and rows required to achieve a given unit of measurements using a specific pattern, yarn weight and needle size. It is the foundation of a pattern and is used to determine the size, density and drape of a project. Your tension can be affected by a variety of factors including the way you hold your yarn, how you are feeling and whether you are using the correct yarn stated in the pattern, and it can ultimately affect the amount of yarn you use, resulting in running out on some occasions.

We recommend always checking your tension before beginning a project to avoid disappointment. Each TOFT pattern will state the tension that project is worked to so you can make a small square (usually 10x10cm) to check that your tension is correct. If the square is too small, your tension is too tight – you’ll need to increase your hook or needle size. If the square is too big, your tension is too loose – you’ll need to decrease the size of your hook or needle.

You can view our guide to TOFT yarns HERE, where you will find the standard tension across all of our yarn weights. Please check your individual TOFT pattern for the tension required to make your project. TOFT cannot be held responsible for any issues that occur as a result of incorrect tension, such as running out of yarn or a finished project that is not the right size.

ABBREVIATIONS
Many knitting and crochet terms are abbreviated to make patterns quicker and easier to follow, but it can look like a different language to begin with! For a detailed list of the abbreviations you might find in our patterns, please click HERE.

VIDEO TUTORIALS
If you’re having trouble with written instructions, don’t worry! Kerry Lord demonstrates a great number of the techniques used in the Edward’s Menagerie patterns, as well as some other knitting and crochet methods. You will find these on our video tutorial pages HERE.

If you can’t find the technique you’re looking for, please let us know as it may be within another video we have already recorded. If not, we are constantly looking for opportunities to record more helpful videos, so please do get in touch and tell us what’s missing.

CHOOSING A SIZE
Some of our patterns have been graded to fit a number of different sizes. A size chart in the pattern will give you the best idea of the garment’s measurements, or you can find our size guide HERE. Please note that all measurements are a guideline and will vary with each garment dependent on style and fit. Please check your tension before beginning your project to achieve the best result.

– EDWARD’S MENAGERIE PATTERNS

STANDARD TENSIONS
The standard crochet tension for an Edward's Menagerie pattern made with TOFT DK yarn is 6 sts x 7 rnds to 3cm on a 3mm crochet hook. If you are working with TOFT yarn or one of these patterns for the first time, we recommend starting with a leg (or a body if you're making a mini). Once you’ve made a leg, flatten it and hold it against a ruler and it should measure 9cm for a standard animal or 5cm for a mini. If it is too big, try holding your yarn tighter when working the stitches or using a smaller hook. If it is too small, try holding your yarn looser or using a bigger hook. Please check your tension before you start your project; you should not be able to see any stuffing through your stitches. If your tension is not quite right your finished animal might be too large or too small, and use more yarn in the process. We've included some helpful information in the below tables for your reference.

TOFT Ed's Animals Standard Crochet Tension

If you have a TOFT complete kit, we've photographed the standard tension and printed it onto the kit for you – so you'll just need to hold up your body part (we recommend a leg) to your box and you can see if the size of the stitches matches.

Please note that TOFT cannot be held responsible for issues that occur as a result of incorrect tension, such as running out of yarn or stuffing showing through the fabric.

RUNNING OUT OF YARN
At TOFT we test our patterns to ensure that you have enough yarn to complete your project. We also understand that it can be frustrating when you have too much yarn left over, so we've done our best to make sure the yarn included in our Edward's Menagerie crochet kits is just the right amount. If you were to weigh your animal parts before adding stuffing, you will find that the majority of animals add up to around 75g. See below for a breakdown of these amounts using Emma the Bunny as an example. Most of our kits come with 75-100g of yarn for you to complete your project, allowing for techniques like loop stitch, and adding any features such as chain loops or slip stitch spines once the animal has been sewn up.

TOFT Ed's Animals Weight

The amount of yarn used will vary for each animal, as well as being affected by the maker's tension. If you find that you have run out of yarn and your tension is measuring as correct, please get in touch with our Customer Care team via help@toftuk.com

SIZING
If you're wondering how big an animal will be once you have finished crocheting it in TOFT DK yarn, we've broken down each Edward's Menagerie collection for you in a handy table below. Please note that all measurements are approximate and can vary depending on additional features such as ears, manes, hats etc. The size may also be affected by your tension and if you are crocheting with a different yarn. There are some characters from the Edward's Menagerie collection that do not fit in to the table below, such as Graeme the Octopus or Hope the Whale. In this case you will find an approximate measurement in the product description, but they are still likely to be close to the approximate measurements we have given below.

TOFT Ed's Animals Finished Sizes

LARGE AND GIANT ANIMALS
The beauty of Kerry Lord’s Edward’s Menagerie patterns is that they can be easily made in different yarn weights using exactly the same pattern. You simply need to purchase enough yarn in a different weight (indicated on Ed’s Index) and you can then make the animal in a larger (or smaller) size.

You can view the approximate animal size for each yarn weight on our size guide page HERE.

– COPYRIGHT
All of Kerry Lord and TOFT’s patterns are subject to copyright and are designed for private, personal use only. If you have any questions about this, please get in touch with us via help@toftuk.com

SHARING TOFT PATTERNS
Kerry Lord’s patterns are designed for private use only. They should be enjoyed only by you and your friends and family.

SELLING TOFT PATTERNS
TOFT patterns are subject to copyright and are for personal use. You cannot sell TOFT patterns or reproduce them for commercial gain.

SELLING FINISHED PROJECTS
All TOFT patterns are subject to copyright and cannot be used for commercial gain. They are for personal use only, so you cannot sell any products that have been made using a TOFT pattern.

CHARITY DONATIONS
If you would like to sell products that have been made using a TOFT pattern in order to fundraise for charity, this is acceptable provided you gain our permission and credit Kerry Lord and any publication you found the pattern in (for example Kerry’s Edward’s Menagerie books) where possible.

– EXCLUSIVITY
Some patterns may retain exclusivity to a certain subscription or retailer, usually for a period of weeks or months. If you have a question about the exclusivity of a pattern, please don’t hesitate to get in touch with our Customer Care team via help@toftuk.com.

SUBSCRIPTION EXCLUSIVITY
Some TOFT subscriptions may have an exclusivity period that covers a given time from the release date of a new pattern. After this period of exclusivity the pattern may be made available through other channels such as kits and bundles. We generally apply a 6 month exclusivity period to some club patterns before general release, but there are exceptional circumstances that may arise resulting in a reduced or increased period. 

TOFT reserves the right to change exclusivity timescales for specific products at our discretion.

RETAILER EXCLUSIVITY
Occasionally a TOFT kit or pattern may be exclusive to a specific retailer for a given time. This is a contractual agreement between TOFT and the seller in question, and as such we are unable to sell the product through our own channels until the specified exclusivity period has ended. The only way you will be able to purchase the product during this time period is via the retailer.

TOFT reserves the right to release products previously exclusive to sellers at our discretion.

EVENT EXCLUSIVITY
TOFT may occasionally release a kit for a specific event or yarn show. This is a contractual agreement between TOFT and the event in question, and as such we are unable to sell the product through our own channels until the specified exclusivity period has ended. The only way you will be able to purchase the product during this time period is at the event.

TOFT reserves the right to release products previously exclusive to events at our discretion.

– ERRATA
While we do our best to check and double check our patterns, the occasional error does slip through into our published content. We’re sorry if you have found a mistake in one of our patterns. Please get in touch with our Customer Care team via help@toftuk.com and we’ll be happy to help you.

PATTERN UPDATES
We ensure that our digital patterns are kept up-to-date with the latest error free versions on our server. If you find an error in a pattern you are working on, please check your My TOFT Area for the latest version. If it has not changed, please get in touch with us via help@toftuk.com stating the pattern and the error you have found, and we can update the pattern as quickly as possible.

Please note that if you are working from a printed version of a TOFT pattern, we are unable to replace this for you. However, on most occasions you will have the latest digital copy in your My TOFT Area that you can refer to.

BOOK ERRATA
If you have purchased a previous edition of one of Kerry Lord’s books in the Edward’s Menagerie series, you may find an old error that has since been corrected. Please visit the errata page of our website HERE to view corrected patterns.

If you cant find the correction you’re looking for, please get in touch with us via help@toftuk.com and we can look into it for you.


TOFT HQ
Welcome to TOFT HQ, the heart of the business where founder Kerry Lord works alongside the TOFT team designing products, carefully picking and packing your orders, hosting workshops and more! This section takes you through what to expect if you are attending a workshop or simply visiting TOFT for a day browsing yarn and walking around the site.

– TOFT STUDIO
Home to TOFT yarn and Kerry Lord’s Edward’s Menagerie collection, you can visit TOFT Studio at any time of the year to browse the latest yarns and products available. Hot drinks and a selection of cakes are available for shop customers to purchase as they browse, and craft workshops are held every weekend.

OPENING HOURS
TOFT HQ is temporarily closed to the public. Please check our dedicated opening hours page for current information HERE.

WALKING AROUND THE FARM
TOFT HQ is temporarily closed to the public. You cannot currently visit and walk around the farm.

PARKING
Parking is free for customers coming to browse the yarn and projects in the TOFT Studio shop. There is room for a bus or coach, but access to the studio and farm is via a single-track lane so please get in touch via help@toftuk.com to let us know you are coming.

NO PICNICS
We do not allow picnics at TOFT. Draycote Reservoir is very close to the studio, where you will be able to enjoy a picnic should you wish to.

WORKING AT TOFT
At TOFT HQ you will find a team of creative and independent thinkers who challenge conventional perceptions of knitting and crochet. If you think you’d be a good fit for TOFT, please see our Careers page for more information on current job opportunities HERE.

– WORKSHOPS
TOFT’s modern studio space has a dedicated workshop area where you can come to learn and perfect your craft in the good company of others. However, TOFT HQ is temporarily closed to the public including for workshops.

BOOKING A WORKSHOP
There are currently no workshops available to book. As soon as it is safe to do so, we will launch a new workshop programme on our website. Please ensure you are subscribed to our social media channels and newsletter to find out the latest information about workshops when they do return.

CANCELLING WORKSHOPS
TOFT Workshops are popular and places on certain courses become fully booked months in advance. However, we know you’re busy too! If you’re no longer able to make it, please let us know as soon as possible via help@toftuk.com and we’ll see what we can do.

Our current policy allows us to transfer your booking to an alternative date if you contact us up to two weeks before the workshop date. We will do our best to accommodate you on another workshop of the same type or skill level. If we are unable to transfer you to a suitable workshop, you can switch to a different one (any difference in price must be paid up front at the time of transfer) or we can offer you a full refund.

We understand that there may be situations that arise closer to the date of your workshop that mean you are unable to attend. Should you find yourself unable to attend within 14 days of the workshop, we are unable to guarantee a transfer to another workshop. If you do need to cancel, we will be happy to post any materials and pattern instructions included in the workshop directly to you but we cannot offer a refund in this case.

It is the customer’s responsibility to contact TOFT and let us know you are unable to attend a workshop at least two weeks before the workshop date. If you do not contact us prior to your workshop to let us know you are unable to attend, TOFT will not be held responsible for offering any materials or compensation.

SOLD OUT WORKSHOPS
If you are interested in a particular workshop and it is showing as sold out on our website, please get in touch with our Customer Care team as we may be able to accommodate you, offer an alternative date or contact you if there are any cancellations.

REFRESHMENTS
During a TOFT workshop we offer a selection of hot drinks and cakes for you to enjoy as part of the experience. We do not offer any savoury food, however if you have booked onto two workshops in one day and you are going to be staying during lunchtime please let us know and we will do our best to provide something for you. Please note that there will be an additional cost for a savoury lunchtime meal if you do require one.

SPECIFIC TECHNIQUES
If you are interested in a TOFT design, craft, technique or a specific Ed’s Animal that you can’t see on our workshop programme, don’t worry! We’re always making new additions to our schedule, and our excellent tutors can often teach multiple projects alongside each other. Please send us an email via help@toftuk.comwith some information about the technique you would like to learn, and we’ll see if we can fit it into our schedule for you.

PRIVATE WORKSHOPS
We are currently unable to offer private workshops.

RENTING THE WORKSHOP SPACE
The workshop space is currently unavailable to rent.


OTHER
Here are the questions that are still frequently asked but didn’t quite fit anywhere else…

– CAN I BUY AN ALPACA?
If you are interested in purchasing an alpaca (or several!) and would like to know more, please contact Shirley via shirley@toftalpacastud.com.

– CAN I BE A TOFT STOCKIST?
If you are interested in becoming a TOFT stockist, please click HERE to visit our Trade and Wholesale website.


GETTING IN TOUCH
We love receiving news from our customers about your latest TOFT projects and how you’re enjoyed our products. 

– CUSTOMER CARE
We’re happy to hear from you, whatever the reason. If you’re stuck on a project, have a question about our yarn or just fancy getting in touch to say hello, there are several ways you can get in touch.

PHONE: +441788810626 / 01788 810626
EMAIL: help@toftuk.com
POST: TOFT Customer Care, TOFT Studio, Toft Lane, Dunchurch, Rugby, Warwickshire, CV22 6NR, UK

If you are unable to use the above methods of contacting us, you can always fill out our contact form HERE and we will get back to you as quickly as possible.

– COMPANY NAME AND ADDRESS

TOFT Ltd
TOFT Studio
Dunchurch
Rugby
Warwickshire
CV22 6NR

TOFT Ltd. Registered in UK No: 11298418