Here you will find answers to commonly asked questions about our yarn, but if you don’t find what you’re looking for please feel free to contact us at email@example.com :)
The colour I want is sold out, when will it be available?
Every day of the week we dye up stock for the online shop and every Monday at 1pm EST we will list the new inventory. So if something you really wanted was out of stock, it will be one week at most before more is made available. Mondays at 1pm EST are the time to check to have access to the newest listings.
When will my order ship?
We ship every Monday, and the cutoff to make that shipment will be the previous Friday at noon. Orders received after that will be scheduled for the Monday following. For example:
I am planning to ship Monday January 16th. All orders received between Monday the 9th and Friday the 12th at noon will be on that shipment. Orders received after Friday the 12th at noon will be placed on the shipment of Monday the 23rd.
I thought my yarn was in stock, why don’t you ship right away?
Once the order is placed there is still a bit of work to be done on our part. We skein and label the yarn, add the keepsake postcards and package for shipment. It’s easiest for us if we can create a regularly schedule day for all this to happen.
Do you ship outside of North America?
Yes, we ship worldwide. Fair warning though; delivery with tracking tends to run between $29 and 49CDN and shipping time can be 4-6 weeks. It’s best to team up with a few friends on one order and make that shipping cost worth it :)
Is your yarn machine-washable?
Technically it’s superwash yarn, but we don’t think you should throw your precious hand knits in a washing machine! We recommend a soak in cool water with a small amount of no-rinse wool wash, pressing the excess water out gently with a towel and laying flat to dry, rather than using a drying rack or clothes line.
There is a knot in my yarn! Is this normal?
Every skein of our yarn is guaranteed to have one knot - pretty much right in the middle, but some skeins will have up to two knots. The reason for this is our dye process; we don’t dye yarn blanks, and we don’t inject cakes of yarn; it’s our own process and it requires that we wind off our skeins by hand from cones. Sometimes there is a knot in the cone, and sometimes we need to change cones. It’s prohibitively expensive for us to throw away a skein every time we need to join yarns, so instead we try to manage it.
Can I get more, or larger copies of the photography?
What is your return policy?
Berry Vanilla personal and yarn care items
What is your exchange policy?
If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: 3033 Tecumseh Drive, Burlington Ontario, L7N 3M3
If you are shipping more than $50 of yarn, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.