Refund policy

Refund Policy

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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at catrien.kilpatrick@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged and care instructions have been adequately followed. If you need to exchange it for the same item, send us an email at catrien.kilpatrick@gmail.com and send your item to: 31 Lantana Rd, Green Bay, AUK, Auckland 0604, New Zealand.

Shipping
To return your product, you should mail your product to: 31 Lantana Rd, Green Bay, AUK, Auckland 0604, New Zealand

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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EU Order Cancellations & Returns
We want you to love your yarn. If something isn't quite right, we are happy to help with a return or exchange within 30 days of you receiving your order.
To help us find a new home for the item, we just ask that it comes back to us in its original condition.

What makes an item eligible for a return?
  • Condition: The yarn must be unused, un-wound, and not caked
  • Environment: Free from scents like pet odours or cigarette smoke
  • Packaging: Complete with all original label intact
  • Proof: Please include your receipt or proof of purchase.

Items we cannot accept back
Because of the unique nature of some of our stock, we cannot accept returns on:
  • Sale or discounted items
  • Accessories including Buttons
  • Gift cards
  • Custom items, or "OOAK" 

How to start your return
  1. Head to our homepage and click the EU Order Withdrawal button.
  2. Enter your order number and email address.
  3. Follow the quick on-screen prompts to select the items you wish to return.

Shipping your items back to us
Because we are a small, independent business, we kindly ask for your understanding that we cannot cover return shipping costs. Any delivery fees or New Zealand arrival taxes incurred will be deducted from your final refund.
We highly recommend using a tracked delivery service with insurance, as we cannot be responsible for parcels that get lost or damaged on their way back to us.
Please send your return package to: 31 Lantana Rd, Green Bay, AUK, Auckland 0604, New Zealand.
As soon as your package arrives safely, we will process your refund and send an email notification straight to your inbox.