Shipping and Returns
Due to the unprecedented number of orders we are currently receiving, we experience delays in shipping your order. You will receive an email with your shipping details as soon as your order is ready to be shipped.
We currently only ship in Australia and New Zealand.
For up-to-date information on current Australia Post disruptions and delays due to Covid-19 please check the Australia Post website.
We have suspended all 'change of mind' returns for safety of staff and customers.
We aim to get your order ready as quickly as we can. We are aware that Australia Post is experiencing a large increase in parcel deliveries and that there may be shipping delays. If you feel that your parcel is overdue, please get in touch ASAP so we can follow up with Australia Post to check where your parcel is.
Please be aware that a shipping delay does not automatically qualify you for a refund. Please get in touch and allow us to follow up with Australia Post first.
We ship with Australia Post or, where applicable, other reputable couriers.
Please check the Australia Post website for any known delays.
We offer two types of shipping: STANDARD Shipping, which includes tracking, and SIGNATURE Shipping, which includes tracking and requires your signature upon receipt.
If you choose Standard Shipping and the item is shipped to an address that is not a PO Box, you agree that your shipment can be left unattended at the front door of that address if you are not home at the time of delivery.
If you choose Secure Shipping, you have to personally sign for the shipment. It will not be left unattended if you are not home and you may have to go to your local post office or courier to pick it up.
You can also choose EXPRESS shipping.
This is the fastest way to receive your parcel using Australia Post Express Post.
Please note that Australia Post have suspended their next-business-day guarantee. Express Post is still faster, but current circumstances mean Australia Post cannot move items as quickly.
We do our best to ship all orders as soon as possible but cannot guarantee that they always go out the same day. We are not responsible for any delays caused by Australia Post.
Please choose your shipping option carefully, as we do not accept responsibility for any item that goes missing after it has been delivered.
Please inspect the goods on their arrival and if you believe we have made a mistake in fulfilling your order or goods are defective, please contact us within 5 days of delivery.
Please choose carefully, as we do not offer a refund or exchange on orders that have been fulfilled correctly. We cannot offer returns on Knit Kits which include a pattern download.
We cannot accept any returns without prior discussion - please get in touch via our 'contact us' page to discuss.
Due to the nature of print stock (patterns, books, diaries, planners & magazines etc.) we cannot accept returns so please choose carefully.
Specials, discounted items, season specials such as Limited Edition Christmas yarns and needles are not returnable. We do not offer returns or refunds on gift cards and gift vouchers.
We will not refund or exchange change of mind purchases.
We do accept returns of yarn for exchange or refund if we have made a mistake in fulfilling your order, provided the goods and packaging are in as new condition and are returned within 30 days of purchase. We cannot offer any refund on yarns sold in a sealed package once that package has been opened or any yarns that are not in an as new condition.
We take care to provide you with an image of yarn shades that is as close as possible to the shade of the actual yarn.
However, we cannot verify that the shades displayed on your home screen are a true representation of the actual yarn shade. Shades shown may differ from the actual shade due to screen resolutions, slight differences in individual dye runs and other reasons beyond our control.
Therefore, differences in shade between what you see on your screen and the actual product will not qualify for a refund or return unless we have made a mistake and sent you a wrong product.
We do our best to ship yarns from the same dye run whenever possible. However, we cannot guarantee that we always have the amount of yarn you order available in the same dye run, in which case you may receive yarns from different dye runs. Receiving yarns of the same colour from different dye runs will not qualify for a refund or return unless we have made a mistake and sent you a wrong product.
You must provide a copy of your receipt or quote your order number for the items being returned. The customer is responsible for the cost of returning goods.
To return your product, you should mail your product to:
PO Box 405 Bungendore New South Wales AU 2621
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning an item over $75, you should consider using a trackable shipping service with signature or purchasing shipping insurance. We do not guarantee that we will receive your returned item.