frequently asked

If you can't find the answer here, please contact us and we'll figure it out together.

Order

Why didn't I receive an order confirmation?

If you didn't receive an order confirmation, it could be that something went wrong. Also check your spam folder and the spelling of your email address. If you cannot find the order confirmation, please contact us and we will sort it out.

Part of my order is missing?

Contact us and we will correct our mistake!

I need help with instructions!

We are happy to help and we can do it best with our own instructions.

Can I combine two orders I made?

As long as your previous order has not been processed, you can place another order and choose pickup as the delivery method. We combine your orders so you don't have to pay extra shipping costs.

Is it possible to order yarn in a certain color batch?

Add the desired color, color lot, or lot number to the comment field of the order so that we can check its availability. We will do our best to find you the same ball in the same color batch. However, we cannot guarantee its availability due to high turnover.

Has my order been shipped?

We will send a delivery confirmation when your order has left our office.

Can I make a wholesale order?

We do not normally offer wholesale. However, you can contact us by e-mail about the matter.

Do you offer a quantity discount or a price guarantee?

Unfortunately we don't. The prices of our products are made up of several different factors - the manufacturer's costs, delivery times and service. We always have a lot of attractive offers, you can stay up to date by keeping an eye on our newsletter and our Facebook and Instagram pages.

Can I place an order by phone or email?

We mainly accept orders through our online store, but in special cases we can also accept orders by phone, WhatsApp, text messages and e-mails. If you can't find a product you're looking for in our online store, please get in touch!

Can I place an order as a business customer?

Unfortunately, we currently do not offer business sales.

Dues

Has my order gone through?

We will send an order confirmation to your email as soon as your order has been accepted. If you did not receive an order confirmation, please check your spam and other filtered folders.

If you did not receive the order confirmation, contact us and we will sort out the situation.

My order didn't go through, why has my payment card been blocked?

In rare cases, a margin reservation may have been made on the payment card, even though a technical error occurred at the time of ordering. The margin will be removed from your account within 1-5 banking days.

Where can I find a discount code?

By subscribing to the newsletter, following us on Facebook and Instagram, you will be among the first to know about discounts and other great offers.

Delivery

How long does the delivery take?

Usually, our delivery time is 4-6 business days. During busy times and sales, the order delivery time may be longer than usual. You will receive a delivery confirmation in your email when your order leaves our office.

Sometimes we go on vacation, but we keep our online store open (mostly with reduced prices). In this case, deliveries will start after our vacation ends. We inform about our holiday times on our website and in our newsletters.

Where is my order?

You can track the status of your package online using your order's tracking code, which you can see in the delivery confirmation you receive by email when your package has left our office. If your package hasn't moved for several days, contact us and we'll figure it out.

Return & Refund

When can the product be returned?

The product can be returned within two weeks. The right of return applies to products that are in their original packaging, in original condition, salable and odorless.

How long does it take to process my return?

We will return the payment as soon as we have received and processed your return. This usually takes about seven working days. The return is made with the payment method you used when placing the order.

What products does the right of return apply to?

The right of return applies to products that are in their original packaging, in original condition, salable and odorless.

Does it cost to return the products?

When returning products, you pay the shipping costs yourself. If we have sent you a faulty or incorrect product, we will pay for the postage.

How do I make a return?

Send the products to be returned to the address below. We will refund the price of the products you return when the return has reached us and we have processed it.

What is your return address?

Our return address is the mailing address on our contact page .