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Returns & refunds

Last updated: 1 May 2026. Unused items can come back within thirty days. Yarn wound off the skein, cut fabric, and opened thread sets are non-returnable unless faulty.

The thirty-day window for unused items

Hoops, needles, full skeins of yarn, sealed thread sets and unopened kits can be returned for any reason within thirty days of arrival, provided they're unused and in their original packaging. The fourteen-day right under EU consumer law is included; the additional sixteen days are a goodwill window from the shop.

What we cannot take back

Yarn that has been wound off the skein into a ball cannot be returned (it would have to be unwound and rewound by the next customer, and the kink doesn't fully come out). Fabric that has been cut to size cannot be returned. Thread sets that have been opened can't come back either — once the seal is broken we can't be sure all twelve skeins are still in the envelope. None of this applies if the item is genuinely faulty — see the section below.

How to start a return

  1. Email [email protected] with your order number and which items you'd like to send back.
  2. We reply within one working day with a return form and the shop's return address (it's the same as the shop on Aleksandrovska Street).
  3. Pack the items in their original wrapping, slide the form inside, and post via Speedy, Econt or any tracked courier.

Who pays the return postage

If the item is faulty, mis-described or arrived damaged, the shop covers the return postage — please send the receipt with the parcel and we'll add it to the refund. If you simply changed your mind, the return postage is yours to pay.

How quickly we refund

We refund within 5–10 working days of receiving the parcel, to the same payment method you used. Card refunds may take a further two or three days to show on your bank statement.

Faulty or damaged items

If something arrives damaged or has a clear fault, please email photographs and your order number within fourteen days of receipt. We offer free repair, replacement or refund — your choice. We may ask you to return the faulty item; if so, we cover the postage.

EU online dispute resolution

If we cannot agree on a return, EU consumers may bring the matter to the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr.