Shop Policies/Terms and Conditions
Notes on Colour
While we do our very best to present the true colour of the yarn as it is 'in real life' through the images on our shop, colours depend on your individual monitor and settings. If in doubt, check across different devices before ordering or call us and we can try to assist you.
Please note that as most of the natural yarns we stock are hand dyed, they may vary slightly in colour from dye lot to dye lot. We recommend ordering enough yarn to complete your project as we cannot guarantee that we will be able to match dye lots at a later stage.
We rely on our suppliers to maintain stock levels. Occasionally a supplier may not have enough on hand to fulfil your order immediately. As most of our suppliers produce locally hand-dyed yarns, we should be able to obtain stock for you, but it may require a new dye batch be completed. This means the yarn has to be dyed and dried before it can be balled and sent to you. This is often dependent on the weather. On colder, wetter days the yarn will take more time to dry and there could be a delay in getting it to you. In these cases we will contact you to let you know the of the delay. You may choose to wait for the full amount to be dyed and delivered, reduce the number of items in your order to match what is available (where possible), or cancel your order for a full refund.
If you need a single uniform colour for your project, we would not recommend mixing dye lots as colours can vary between batches. If however you go with the flow and don't mind a few variations, we will let you know what's available immediately and how much needs to be freshly dyed. That's kinda the beauty of hand dyed yarns though - their natural variation gives them their unique appeal.
If for some reason we cannot fulfill your order, we will either refund you in full or provide store credit by way of gift vouchers.
Secure payment can be made by Credit Card (Mastercard/Visa), MasterPass and EFT Secure (instant EFT). SnapScan is also available and we will provide you with the snapcode shortly after your order is placed. Check your spam folder for emails from The Yarn Lady!
Alternatively you may pay manually by a direct deposit into The Yarn Lady bank account.
Payment must be received in full in order for us to dispatch your items. To speed up the process when paying by EFT, email us proof of payment to firstname.lastname@example.org
We require payment in full for your order, even if there will be a delay in fulfilment due to the dyeing process.
If you are in Cape Town, make an appointment to pop by. We accept cards (and if we must, cash) at the studio!
Shipping and Delivery
We use our courier partners Fastway and The Courier Guy to get your parcels to you asap. On check out, we request that you select the type of shipping you need - based on your location (within Cape Town/other major city, regional). We also send via PAXI for your own collection.
For more information about shipping rates please visit our shipping page for details.
In person collections. If you are in Cape Town, you can contact The Yarn Lady for a free collection from our premises. We will send you an email to let you know when your order is ready to be collected. You will have 7 days to collect, before the order is cancelled and refunded (less 20% handling fee). Please contact us to arrange a time to come and collect. Please bring a copy of your invoice with you - this can be digital and doesn't need to be printed.
PAXI collections are done from the in-store counter at the PEP store/TekkieTown/ShoeCity nearest to the address you supplied on checkout. Once the parcel has been sent, PAXI will update you via sms. To collect, you will need to take your ID, driver's licence or passport to the counter, along with a PIN that you will receive via sms. Check for your nearest PAXI point and hours of operation here.
Obviously we will be sad if you decide to return your purchase. Please see our refunds policy link below for more details on our returns policy. Note that we do not refund the cost of shipping on a delivered order, nor do we cover the cost of sending a return back to us, except in exceptional circumstances.