Please read our policies carefully. If you have any questions, do not hesitate to contact us. Thank you.
We stand by the quality of our yarn products. If you are unhappy in any way with the yarn you received then please contact us within 30 days to organise a refund. We do not offer exchanges unless it is faulty. For faulty yarn, please read section below.
To be eligible for a refund, the yarn must be unused and in the same condition that you received it. It must also be in the original packaging.
To return the yarn, you should mail it to:
GPO Box 1637
Australian Capital Territory 2601
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your returned yarn is received and inspected, we will send you an email to notify you that we have received it. 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 few business 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.
Faulty/Damaged or Non-Yarn Product:
Under the Australian Consumer Law, when you buy products from us they come with automatic guarantees that they will work and do what you asked for.
If you have found the product to be faulty or damaged, please contact us immediately at firstname.lastname@example.org to organize a repair, replacement or refund. We will pay you for reasonable postage or transportation costs for returning the product if the product is confirmed to have a problem, so please keep your receipt.
Please note that consumer guarantees do not apply if you:
• got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
• misused a product in any way that caused the problem
• knew of or were made aware of the faults before you bought the product
To read more about the consumer guarantees, please visit the ACCC website at https://www.accc.gov.au/
All purchases from this online store will be shipped by Australia Post or courier. This guarantees a fast and reliable service to all customers for a minimum cost.
Standard shipping is $8.50 within Australia only
Free Shipping for all orders above $90
You may upgrade to Express Post if you would like your parcel within 1-3 business days.
Insurance is optional. We cannot be held responsible for items lost in transit. You may purchase Peace of Mind which will add Signature on Delivery to your parcel and insure it against damage or loss, with a maximum liability of $1000 AUD.
New Zealand - Standard shipping is $15*
Rest of the world - Standard shipping is $22*
*For orders under 1 kg. If your order over is 1 kg, you will not be able to checkout. Please contact us for a shipping quote to proceed with the purchase.
Tracking is optional. You may purchase International Tracking to follow your order door-to-door. By purchasing tracking, it will also be easier to locate your parcel if it is late or goes missing during transit.
If your parcel is marked as 'delivered' and has not been received, or the parcel is late, we will work with you and our shipping provider to locate the parcel. This process may take several weeks. If you have purchased Peace of Mind, we will refund you the total amount at the end of the enquiry process if the parcel is deemed lost.