If a kit, yarn or other item arrives damaged or defective, contact us and we will arrange to replace it, with the understanding that no two kits or yarns, even of the same colorways, will ever look exactly alike. We always photograph every new dye lot that comes in, but skeins within the same dye lot can vary quite a bit; and of course, the same photo may look very different on different monitors.
If an item does not meet your needs, we will be happy to issue a store credit or refund for yarns returned in sale-able condition within 30 days. Please note: items that have shipped free and are returned for reasons other than our error or product defect will have the original cost of shipping deducted from the store credit or refund. If you prefer to make an exchange, we will charge shipping for the replacement item only.
Sale-able condition, for yarn, means that the skein is still intact, including tags; it has not been wound into a ball; and it has not absorbed or been exposed to any strong odors. Please pack your item carefully — we can’t accept returns that have been damaged on their way back to us.
If your returned yarn has acquired any odors, such as cigarette smoke, we will be unable to accept a return for any reason.
It is important to remember that with handpainted yarns, there may be areas of yarn that are more or less saturated. This is not a defect, but is the result of the dyer’s artistic sensibility as the yarn was dyed. Colorways may vary quite a bit from one batch to another – this is part of the artistry of Fleece Artist and Hand Maiden and is also not a defect.
If you have questions or encounter difficulties, please contact us at: email@example.com