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 original condition, with the ball band intact, and free from pet hair and odours.
- Please include a note with your order number and email address.
- Return shipping is the buyer’s responsibility. Proof of postage is required.
- We are not responsible for items lost in transit back to us. Please seek compensation from your postal provider if needed.
Upon receipt of the returned item, you may choose:
- A refund (excluding shipping)
- Store credit
- An exchange of equal value
For international returns, please clearly mark customs forms as “Returned Merchandise”. We are unable to accept parcels with customs fees.
As stated above, custom orders, club/exclusive colourways, and sale items are final sale and non-returnable unless faulty.