Refund policy

Refund Policy

Due to the nature of hand-dyed yarn:

Returns are not accepted for the following items unless faulty:

  • OOAK colourways
  • Club or exclusive colourways
  • Custom-dyed orders
  • Sale items (final sale)

Returns are accepted for other ready-to-ship items, subject to the conditions below.

 

To request a return

  • Contact us within 30 days of delivery.
  • Items must be in their original condition, with the ball band intact, and free from pet hair, smoke, perfume, and other odours.
  • Please include a note with your order number and email address.
  • Return shipping is the buyer's responsibility.
  • We recommend using a tracked postal service, as we are not responsible for items lost in transit back to us.

Upon receipt and inspection of the returned item, you may choose:

  • A refund (excluding original shipping charges)
  • Store credit
  • An exchange of equal value (subject to availability)

For international returns, please clearly mark customs forms as "Returned Merchandise".

We are unable to accept parcels that incur customs duties, taxes, or clearance fees.

 

🇪🇺 Additional Information for Customers in the European Union (EU)

For customers purchasing from one of the 27 European Union (EU) member countries, the following provisions apply in accordance with applicable consumer protection laws.

  • Eligible ready-to-ship products may be returned within 14 days of delivery by notifying us of your decision to withdraw from the purchase.
  • Returned items must be unused, in their original condition, and returned with all original packaging and ball bands intact.
  • Unless the item is faulty or incorrectly supplied, the customer is responsible for the cost of return shipping.
  • Refunds will be processed after the returned item has been received and inspected.

The statutory right of withdrawal does not apply to products that have been custom dyed, made to order, or personalised specifically for you, where permitted by applicable law.

Where any provision of this Refund Policy differs from mandatory consumer protection laws applicable in your country, those mandatory legal rights will prevail.