Refund policy

Returns and Exchanges Policy
Last updated 24 April 2026

To keep our policy fair for our customers, staff and makers, you must initiate contact with us regarding returns, exchanges or refunds within 7 days of your purchase or delivery. You must provide proof of purchase.
Exceptions:

  1. Yarn has a 30 day return policy as we do understand it can be difficult to estimate exact quantity required in some cases.
  2. The window for change-of-mind for pre-orders is 7 days from the date of purchase and NOT date of delivery (unless there is a problem with your order). We do not refund pre-orders prior to delivery, but will exchange for store credit.

Change-of-mind
We will accept returns for change-of-mind only by way of exchanging an item(s) and/or providing store credit. We do not issue refunds for change-of-mind, including for pre-orders, colours or quantities.

EXCLUSIONS
We do not accept returns, exchanges or issue refunds for cut fabric, books, patterns or kits unless the item was sold in sealed or tamper-proof packaging and has not been opened. We do not accept returns, exchanges or issue refunds for items that have been used and repackaged.

Change-of-mind return postage, and postage for exchanged item(s) is at the buyer’s cost.

All returned items will be inspected on receipt to ensure that the items meet all of the following return criteria:

  1. Items must be unopened (or fully resealable), in-tact, unused, clean and in the original, undamaged packaging.
  2. You must provide us with your original receipt or proof of order & payment, your name, email address, phone number and delivery address (if applicable) and your reason for return or exchange.
  3. You must phone, email or present in-store within 7 days of purchase or receipt of delivery to discuss your return or exchange.

If the items returned to us are damaged, used or not as originally sold in any way, we will not exchange, replace or refund the items and any further postage costs are at the buyer’s expense.

If the exchange item is to be shipped to you, postage is at the buyer’s expense.

Damaged items / items not as described / incorrectly supplied orders

All care is taken to ensure that our products are high quality and fit for sale, however we do appreciate that there may be circumstances in which items are accidentally damaged or incorrect. In these situations, we will make every effort to rectify the situation.

  • We will replace or refund damaged or incorrect items at no charge to you if they were accidentally supplied as damaged or incorrect by us, or packed inadequately by us. We will not replace or refund items that were damaged after in-store purchase, during transit (unless packing was inadequate) or after delivery.
  • Please carefully document the damaged or incorrect items, including photos, and contact us by phone, email or in-store as soon as possible.
  • You must provide us with your original receipt or proof of order & payment, your name, email address, phone number and delivery address (if applicable) along with reasons & documentation for return.
  • If applicable, we will provide you with a free return satchel to return the damaged or incorrect items when we ship the replacement or issue a refund.

Joins in yarn / Colours not as expected / Hand dyed or hand made item variations

We make every effort to ensure that content on this website, including but not limited to product photographs and descriptions, is as accurate as possible and up to date.

We are happy to help you if you would like extra information or advice on colours or products.

Manufacturer joins in yarn are not considered a defect and we will not refund or replace yarn with joins (unless you believe there to be excessive joins in which case we would ask that you contact us). Some skeins may have no joins whilst others may have several, dependent on manufacturer.

Every effort is made to photograph items to reflect colours as accurately as possible, and we will use manufacturer’s/supplier’s photographs where possible. Variations in device calibrations and screens may cause photographs to appear differently across devices, and as such, photographs may not appear to exactly match the physical product.

Any item that has been hand dyed or hand made, whether by us or by the manufacturer, will have slight variations from the image. Such variations are normal, unavoidable and not considered a defect.

Items lost in transit / Wrong address

We do not accept liability for returned items lost in transit to us.

We do not accept responsibility for lost items if you provide an incorrect shipping address to us.

Gift Vouchers

Gift vouchers are not redeemable for cash. We do not refund gift vouchers for change-of-mind.