What is your returns policy?
In addition to your legal consumer rights, you may return any new, unopened and unused items within 30 days for a full refund of the purchase price, excluding any postage and handling charges paid. You will be responsible for the cost of returning the goods back to us.
If you received a discount or free postage, and after the return the remainder of your original order no longer qualifies for that discount or free postage, then we will deduct that amount from your refund.
Items must be returned in as new, original condition. This means skeins must not have been caked or wound, and all labels and packaging must be intact and attached.
If the return was a result of our error or you received a faulty item, then we will cover the cost of returning the goods to us and sending out a replacement.
Please use the 'Contact Us' link above to begin the return process.
How much will I pay for postage?
We offer free postage for all Australian orders over $80, and a flat rate of $6 postage and handling for all other orders.
Postage for orders to New Zealand is calculated according to weight, beginning with a flat rate of AU$10.00 postage and handling for up to 950g.
How long will it take to get my order?
All orders are sent via Australia Post. Most orders are posted within 48 hours of payment being received, excluding weekends and public holidays. If we expect a longer delay for any reason, we will notify you by email.
Please allow apporoximately 3-10 business days after postage for your order to arrive. Our business is based in a rural area, so postage may take slightly longer than if your items were coming from a capital city.
Do you post overseas?
We currently have postage set up for Australia and New Zealand.
How can I pay?
All our website payments including credit card payments are securely processed via PayPal. If you do not have a PayPal account you can still choose PayPal and pay with your credit card.
We also accept direct deposit into our bank account. Account details will be provided during the checkout process. Your order will be sent after the payment appears in our bank account, which usually takes around 1-3 business days.
Do your prices ever change?
Because we import many of our yarns from other countries, we review our prices regularly to take into account fluctuating currency exchange rates and differing overseas importation costs. That being said, we do try to keep price changes to a minimum.
How much stock do you have available?
The stock level of each product is shown when you click through to it's product page. If you require a larger quantity than is currently available, please feel free to contact us, and we will be happy to discuss a special order with you.
As we sell both online and in our retail shop there may be rare occasions when our stock levels are not completely up to date on our website. If this is the case we will contact you before proceeding with your order.
Do you sell gift certificates?
Sorry, but we do not have gift certificates available for our online shop at this time.
Can I visit your shop in person?
Yes! We now have a shop located in the village of Kendall on the mid-north coast of NSW. It is just five minutes off the Pacific Highway at Kew. The address is 4 Comboyne Street Kendall, and we are open 11am-2pm Thursday-Saturday. We can also open by appointment for visiting groups on other days.
Will my hand dyed skeins of yarn match?
Many of the yarns that we sell are hand dyed. It is the nature of hand dyed yarns that colours can vary from skein to skein, even when they are from the same dye lot. This may not always be apparent whilst the yarn is in skein form, however slight variations may appear once the yarn is knitted up.
When you order multiple skeins of a single colour we will do our best to visually match the skeins we send you from what we have available, however we cannot guarantee that skeins will match exactly when knitted up. We recommend you always alternate skeins when using hand dyed yarns in a large project.
Are the colours of the yarn in your photos accurate?
We have spent many hours ensuring that the photographs on our website are as accurate as possible, however all computer monitors have different settings which display colours differently. For this reason we cannot guarantee that what you see on your computer screen will exactly match the yarn you receive.