If you need to return an item please initiate the return to us within 7 business days.
We need to be able to service you quickly and efficiently and you can easily fill out a return request form here.
Returned goods must be in saleable condition, in original packaging and unaltered in any way.
We will not accept returned yarn that has been rewound or reskeined.
All credits issued will be issued as web store credit only.
Clubs and custom orders sales are final unless the item is damaged.
Clearance items are phenomenal bargains and/or the last of stock and cannot be replaced.
If a clearance item is received damaged, we will issue web store credit.
We do not accept returns or issue web store credit on clearance items unless they are damaged.
If an item is received to you in damaged packaging, i.e packages are torn or mangled and the item inside is therefore damaged, you must save the packaging. The carrier will most likely want to see it in order for you to initiate a claim with them.
We can't initiate damage claims when the damage was caused by the carrier. Only the carrier can decide the outcome of any claims you initiate with them.
If an item is found to be damaged inside the packaging but the packaging itself was not damaged, please initiate the return to us by filling out the form here. We'll take it from there and make sure you get a replacement and issue you web store credit for that item.
Please keep in mind that all display monitors show coloration of products differently. We try our best to be as accurate as we can capturing colorways.
The nature of hand dye means there will be no two products that are exactly the same. Unless we have grossly misrepresented an item, we do not accept returns for color variance from monitor to actual product.
Dye color placement will always vary on each skein that is ordered in multiple quantity as we dye in small lots and by hand on a daily basis.
We do not accept returns for variations of color within lots and we always suggest that you order as much fiber as you'll need at the same time for each project.
We check each yarn skein before they are dyed for knots. Sometimes knots happen at the mill and we miss them.
The industry standard for knots is 2 knots per skein and is considered non excessive and acceptable for use. We will not accept returns for skeins that have 2 knots or less.
Dye Performance Issues:
We use only professional acid and fiber reactive dyes on our yarns and fiber. We rinse well after the dye process until our water runs as clear as possible.
We do not accept returns for minimal run off that is experienced with the first wash of your finished item. It is completely normal to have minimal run off of dye on the first washing and as such we recommend you wash your finished item separately, by hand in cool water and air dry.
We want you to be happy with your purchases, and we will always try our best to keep you happy.
If you have any questions please contact us. We will get back to you quickly to help you resolve your issue.