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FAQ

How do I contact you?

You can reach the super nice Salihan by emailing support@ecoyarns.com.au. You can also use the Contact Form or by clicking the pink "Need Help" button floating on the right side of the page.  

You'll receive a special ticket for your enquiry and Salihan will write back to you in a day or two. If it's urgent, make sure to mention it. Salihan will drop (almost) everything to reply to you. 

Don't forget that we are also on Facebook and Instagram. You're more than welcome to get in touch there too. 

When can I expect my order to arrive?

We know you want your fluff mail as quickly as possible. So we stroke the yarns and fibres, tuck them into a bag and kiss them goodbye within 3 business days. Don't worry, we'll let you know when we've shipped it and you'll be able track your fluff mail on its exciting journey to you.  

We hand your special package to Australia Post or Sendle, and they promise to get it to you quickly. Here's our best guesstimate: 

AUSTRALIA POST

  • 2-3 business days: Canberra, Melbourne, Sydney
  • 3-4 business days: Adelaide, country locations in ACT and NSW
  • 5-6 business days: Other capital cities
  • 6-8 business days: Other country locations

SENDLE

  • Same or next business days: Albury, Canberra, Sydney, Wollongong 
  • 1-2 business days: Bendigo, Brisbane, Central Coast, Coffs Harbour, Geelong, Melbourne, Newcastle, Northern Rivers, Port Macquarie  
  • 2-4 business days: Gold Coast, Towoomba 
  • 3-7 business days: Bundaberg, Cairns, Darwin, Hobart, Launceston, Mackay, Maryborough, Rockhampton, Sunshine Coast, Townsville 
  • 4-12 businesss days: Perth 

Help! I need my order super quick! 

Whoa! We understand. Sometimes you just need that yarn or fibre in a rush. Add Express Post to your order before checkout. We'll make our goodbyes short and sweet and send it off in 1-2 business days. 

Express Post is available from Australia Post and unfortunately the Next Day Guarantee only applies to 80% of Australian business addresses, private addresses and Post Office boxes. If your address is outside the Express Post network, Australia Post will use the fastest possible transport links, but it won't be covered by their Next Day Guarantee. 

I have a problem with theft in my neighbourhood. How do I get Signature on Delivery with my order?

Those pesky thieves! Don't worry. Just add Peace of Mind to your order. Your parcel will be insured and requires a signature on delivery. If you're not home, a card will be left behind for you to pick up the parcel at a collection point.

But I'm not in Australia. Will you ship to me? 

We sure will! We even have flat shipping rates for international orders under 1 kilogram. We do recommend that you add international tracking to your order, just to be safe.

I live in Canberra. Can I just pick up my order?

We'd love for you to be able to pick up your order in the future. Right now our family and other work commitments make pick up impossible. We'll announce changes to this in our future newsletter, so do subscribe to it.  

Do you have sample cards?

Oops, no. Our range is constantly changing and growing. It's hard to maintain sample cards for all the yarns we have at any one time. 

But we know sometimes you just need to feel if the yarn is right for you. No worries! Email Salihan and she will send you some free samples of the yarn you're umming and ahhing about. 

I just got my order and I don't like it. Can I exchange it or get my money back? 

Bummer! We don't do exchanges for change of mind but you can certainly get your money back. Shoot Salihan an email and she'll take care of you. Do note that you will be out-of-pocket the cost of return postage and you will need to keep that lodgement receipt or tracking number in case the parcel goes missing. Once we have received your returned items, we will credit the amount back to your credit card or PayPal, whichever you used to pay in the first place.

Do you have a storefront? I would really like to touch and feel my yarn before I buy. 

We do not have a physical store in order to keep our costs and prices low. But you're more than welcome to request for free samples of the yarn you're interested in for your next project. Get in touch with Salihan at and she will send you some.

Can I cancel or change my order?

Yes, you can if you're quicker than Salihan's speedy packing fingers. Email her straightaway at support@ecoyarns.com.au to fix up your order before it gets shipped out.

I heard your newsletters are awesome. How do I subscribe?

There is a box at the bottom of every page to sign up to our newsletter. Enter your email address and click 'Sign Up'. Easy peasy! You will also automatically receive the email newsletters when you check the box "Accepts marketing" at checkout or in My Account. 

I have an account. How do I change my email address or delivery address? 

Log in to your account and edit your address or add a new address.  

Unfortunately you're not able to change your email address. Salihan will be able to do so. Just send her an email and she'll sort you out. 

What forms of payment do you accept?

We accept all major credit cards and if you prefer the convenience of PayPal, we accept that too. Rest assured we never ever store your credit card details. Your payment details are super encrypted to keep your identity safe.

Help! I have knots in the yarn I bought. 

Unfortunately knots are unavoidable in the manufacturing process, so a few knots are considered acceptable. However if you receive yarn from us that has more knots than you think it should, contact Salihan to organise an exchange. We will bear all postage costs, including return postage to us.

Do you offer wholesale or bulk discounts?

That's awesome that you like what we have in store, but we do not offer wholesale prices. Bulk discounts are already applied to yarn on cones and 1 kilogram lots of fibre.