Welcome to the Frequently Asked Questions

You can use this page to find answers to some of the questions you may have regarding our website however if you are unable to find the answers you are looking for please use the (contact us page) to ask us any other questions.

Q: How do I order patterns from your website?
A: You can download a complete help guide that outlines the complete process from signing up to ordering your first pattern.
(Help Guide Download)

Q: How long does it take from the time of purchase to the time I get my pattern?
A: From the moment that you enter your credit card details and they are processed and charged your pattern is released. This can be as little as 5mins however this is dependent on the speed of your connection as well as outside influences such as the time it takes MyGate to contact your bank etc. If you have not received your pattern download link via email or it is not available in the account dashboard within 30mins of payment please contact us via the contact page and we will look into it for you.

Q: Can I order yarn to go with my pattern from this website?
A: No, we do not sell yarn directly to the customer you will need to check our store locator (Click Here) and then contact your nearest supplier to purchase from them.

Q: Are patterns sent to my postal address?
A: No, patterns are never posted to customers. They are made available as digital downloads from the website in PDF format which allows you to receive your pattern within 5mins from purchase without ever having to leave your house anytime of the day or night.

Q: Once I have ordered and paid for my patterns how do I download them?
A: Patterns are downloaded via the account dashboard on the website. To access this please follow these steps below.
1. If you again go to the site www.elleyarns.com and login to your account.
2. At the top of the page next to checkout is an option saying "My Account" click on that.
3. You will be taken to your Dashboard, on the left you should see a list of options and near the end is an option "My Downloadable Products" click on that.
4. You will see all the patterns you have ordered on the right now. Click here to see a picture of where exactly you need to click
(See Screenshot)
5. Once here simply click on the pattern number to the right as seen in the image and it will open the pattern in your internet browser.
6. You can now save or print the pattern

Q: Is there a limit to the amount of times I can download a pattern?
A: Yes, there is a limit of 3 downloads per pattern on all of the patterns you pay for; however on the free patterns there is no limit.

Q: Why can I not open or read the pattern?
A: All patterns are in the form of a PDF document. In order to read them you will need to have Adobe Acrobat Reader installed on your PC. This is a free program. (Download link here)

Q: Do you accept any other form of payment such as cheques or EFT Bank transfers?
A: No, we only accept credit cards as a form of payment on the website.

Q: Why am I taken to a different website called MyGate when I try and pay?
A: MyGate is a trusted and secure website that we use to handle all of our credit card payments. We do not store any credit card information on our site for security reasons and therefore MyGate are the ones that handle that side of things for us.
You can view their website and company profile from this link

Q: Why is my credit card not working when there are funds available on it?
A: There are 2 main reasons for most of the payments failing. The first being that your card is not authorised to be used online. You will need to contact your bank and make sure that your card is open to buy on the internet. The second main reason is that you have not setup 3D secure. You can do this when you are checking out or you can phone your bank and they can assist you with setting this up. This is a requirement when purchasing from our website. If both of these are done and you still cannot get the transaction to work please use the contact forms to contact us for assistance.

Q: What is 3D secure?
A: It is a security feature that we have on our site to further protect our customers from credit card fraud. This is in place to make sure that it is you using your card and not anyone else. It is a password that is linked to your credit card so that when you purchase you enter that password and it then authorises the payment.

Q: Why can I not carry on with an existing order if I do not complete it first time?
A: Unfortunately because we do not store credit card details we are unable to process payment at a later date and therefor the user is forced to complete the order in one sitting without navigating away from the website. If you navigate away and/or timeout during this process you will need to begin over again on a new order.

Q: I cannot login to the system it says my password is incorrect?
A: Please make sure your caps lock is off on your keyboard as the password is case sensitive meaning it recognises capital letters and small letters. If this does not solve the problem then please use the contact form to report this error and have your account manually reset.

Q: I tried to reset my password but I never received the email?
A: Please check your email spam folder or junk mail folder as these emails are sometimes mistaken for spam. If this does not solve the problem please contact us via the contact form to have your password manually reset.