Oh no! You need to return something?
We understand that sometimes something goes wrong and you need to return an item. We want it to be as painless as possible for you to get what you want. Please read our Refund Policy for terms and conditions.
In short, we have a 7 day return policy, which means you have 7 days after receiving your items to request a return (via email, Whatsapp or phone). We’ll send you instructions on how and where to send/deliver your package, after which we will evaluate it. Once accepted, the next step is either:
- initiate a refund of payment (via the payment method you used)
- attempt to replace the item/s for you (like-for-like replacements)
- provide you with store credit (in the form of gift cards)
If your return is accepted for refund, this means we will try to refund you via the payment method you used to pay for the order e.g. back to your credit card, if you paid with a credit card. This process depends on our payment providers to complete the refund and may take a while to reflect on your account.
If your yarn arrives and is damaged or defective, you may request a replacement. Please contact us and let us know what has happened. We will attempt to make a 'like-for-like' replacement for you. Please be aware that we may not be able to match dye lots. We will not charge shipping on replacement of damaged or defective goods.
If you receive your yarn and it is not exactly the colour you wanted, you may also request a 'replacement'. In this case, if your return request is accepted, we will allow you to specify a different colour of the same yarn (same brand and type). We will charge shipping and 20% handling on 'replacement' colours swapped this way. We reserve the right to not offer an alternative in every situation.
You may wish to receive store credit instead of a replacement or a refund. In this case, on acceptance of the return, we will issue gift cards to the value of the returned item/s which can be used for any purchase on the The Yarn Lady website.
We also default to providing store credit when we are unable to refund to your original payment method.
We cannot unfortunately refund gift card purchases, or sale items.
Colour variations between dye lots are unfortunately not an acceptable reason for return. We urge you to purchase enough of the same yarn at the same time to complete your project to ensure lot/dye numbers are consistent.