Got a Question?
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 :)
When will my order ship?
There are two ways to shop The Blue Brick yarns. You can either shop our standing inventory (updated weekly) for yarns that are dyed and on the wall ready to go, or you can order something made just for you. If you order a combination of the two, be aware that your order will be held until the dyed-to-order item is ready to ship. The lead time on dyed-to-order items can vary by several weeks and we suggest you write to us at firstname.lastname@example.org to learn the current lead time if timing is a concern.
What if I want multiple skeins?
If you are using multiple skeins in the same project we definitely encourage you to choose dyed-to-order; skeins that are already in inventory may be from different dye lots and are not guaranteed to match.
Do you ship outside of North America?
Yes, we ship worldwide.
What if my package is lost, or I have to pay duties?
Please be aware that we have no control over duties and fees charged by the local customs offices. We are also not responsible for items held at the border, by border security, or awaiting customs clearance. In addition, we are not responsible for any lost or stolen parcels, but will happily open a ticket for you with Canada Post to start the process of tracking it down.
I have several orders, can you combine shipping?
We are happy to combine your orders, but please be aware that the entire order will ship when the last dyed-to-order item is ready, which may mean that earlier orders, or inventory orders, are delayed. If the orders were placed more than three weeks apart then combined shipping is no longer available (it becomes kind of an admin nightmare!)
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. With Mammoth and Beast Mode skeins there can be up to three. 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.
What if I get my yarn and I don't like it? What if something is wrong with it?
These things happen! We are happy to offer refunds or store credit on items returned to us in their original, unused condition. Caked yarn cannot be returned. Yarn that has been in the buyers possession for 30 days or over cannot be returned, even if it was kept safe in its original packaging.
If the fault is ours we will cover the costs of both shipping the original skein back to us, and the cost of replacing the faulty yarn.
If the fault is not ours then we do not cover shipping costs either to return the original nor send a replacement. As an alternative you may save the costs by visiting our studio or offering the yarn up on Ravelry destash.
I'd like to cancel my order, what next?
If your yarn was dyed-to-order, and has not been dyed, then cancellation is simple, we refund the entire order. If it was dyed-to-order and your yarn has been dyed but you no longer want it, we will retain a 20% restocking fee to cover the costs of the yarn and labour that went into the product. If the yarn is already in transit then we are unable to cancel the order. Please note that there are no refunds on Patterns as they are all delivered digitally. We do not sell finished items made from our patterns.