Returns Policy

GENERAL TERMS AND CONDITIONS OF SALE

  1. Return and Exchange Timeframe:Customers may return/exchange eligible items within 60 days of the purchase date. This period balances customer convenience with inventory management.
    1. Yarn: Unopened and unwound yarn may be returned/exchanged within the 60-day return window. These items are only eligible for return/exchange if in original packaging and condition.
    2. Garment returns: Garments e.g. knitted shawls, scarves, socks, beanies may be returned/exchanged within 14 days of purchase. Items must be unworn, unwashed, and in their original condition with all tags attached. This timeframe is consistent with industry practices, where garment return/exchange periods typically range from 7 to 14 days.
    3. Knitting Needles and Tools:Unopened and unused knitting needles and tools may be returned/exchanged within the 60-day return window. Given their durability and resale potential, these items are only eligible for return/exchange if in original packaging and condition.
      Items that have been ordered in specifically on customer request cannot be returned or exchanged.
  2. Non-Returnable Items: Items purchased on sale or clearance are final sale and cannot be returned or exchanged. Yarn sold in the studio with a “custom colour” label is also non-refundable and non-returnable.
    1. Custom Orders: where specific colours are dyed upon customer request, or specific products are made to customer specifications, these items are non-returnable and non-refundable. Due to their personalized nature, these items cannot be resold.
  3. Proof of Purchase:A valid receipt or proof of purchase is required for all returns and exchanges. We will attempt to find the proof of purchase on our system but it is the customer’s responsibility to provide purchase date and time information.
  4. Condition of goods: To qualify for return or exchange, goods must be in their original skein or ball form, including intact labels. Yarn that has been wound into a ball by the customer is not eligible for return or exchange, as it cannot be resold. This aligns with policies from other retailers
  5. Return Process:
    1. In-Store Purchases: Items purchased in-store should be returned directly to our studio location.
    2. Online Purchases: For online orders, customers should contact our customer service team to initiate a return/exchange. Return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part.
  6. Refund Method:Refunds will be issued to the original form of payment or in the form of store credit. Please allow up to 10 business days for the refund to process after we receive the returned item. In the case of non-defective returns. We charge a refund processing fee of 10% of the refund value.
  7. Incorrect items: If you receive an item that you think is incorrect please notify us within 7 days of receipt, with your order number and details of the problem. We will arrange for a replacement or refund, including shipping costs.
  8. Defective Items:If you receive a damaged or defective item, please contact us within 7 days of receipt. We will arrange for a replacement or refund, including return shipping costs. Outside of this timeframe any defective items will be reviewed on a case-by-case basis.
  9. Missing orders: If your order does not arrive within 30 days of shipping we will send a replacement, one time only, after investigation with the relevant courier service.

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