FAQ

If you can't find the answer here, please contact us to find out together.

Ordering

Why didn't I receive the order confirmation?

If you did not receive an order confirmation, a problem may have occurred somewhere along the process. Check the spelling of your email address and review your spam folder. If no order confirmation is found, please contact us and we will clarify the matter.

Part of my order is missing?

Please contact us to correct our mistakes!

I need help with instructions!

We will be happy to help and do our best with our own instructions.

Can I combine the two orders I made?

We treat all orders as individual orders and unfortunately they cannot be combined afterwards.

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

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

Has my order been shipped?

We will send a delivery confirmation as soon as your order has left our warehouse.

Can I place a wholesale order?

We do not usually offer wholesale. However, you can contact us by email on the matter.

Do you offer a quantity discount or price guarantee?

Unfortunately not. The prices of our products consist 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, Facebook page and Instagram account.

Can I place an order by phone?

All orders must be placed through our online store, we do not take phone orders.

Can I place an order as a business customer?

Unfortunately, we are not currently offering a business sale. 

Dues

Has my order gone through?

We will send an order confirmation to your email as soon as your order has been approved. If you did not receive an order confirmation, check your spam and other filtered folders. If you did not receive the order confirmation, please contact us and we will clarify the situation.

My order did not go through so why a charge reservation has been made to my payment card?

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

Where can I find a discount code?

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

Delivery

How long it will take to get the order delivered?

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

Where is my order?

You can track the delivery status online at any time using your order tracking ID. You can see the tracking code of your order in the delivery confirmation, which you will receive by e-mail when your package has left our warehouse. With Posti tracking you can follow the movements of your package in Finland. If your package has not moved for several days, please contact us and we will find clear things out.

Reimbursement and compensation

When can the product still be returned?

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

How long will it take to process my return?

We will refund your payment as soon as we have received and processed your returned package. The process usually takes about seven business days.

Refunds will be made using the payment method you used to place your order.

What products are covered by the right of return?

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

Does it cost to return the products?

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

How do I make a refund?

Send returned products to the address below. We will refund the price of the products you return once the return has arrived back and we have processed it.

What is your return address?

Please find our postal return address at our contact page.