Outlet Refund Policy

Last updated: Saturday, 28th December, 2024

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please note that items under the Lifestyle department, machinery and electronics have a 7-day return policy, which means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Damages and Issues

Please inspect your order upon reception and notify us within 24 hours if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.

 

Knots

During the manufacture of yarn from the raw material into a ball, there are many intermediate steps. During some of these, joining new threads or repairing breaks may be necessary, resulting in knots. Up to two knots in a 50g ball is within industry standards and is not a defect. Please contact us if you receive yarn from us with more knots than you think it should.

 

Exceptions / Non-Returnable Items

Certain items cannot be returned, like custom products and prints, patterns, books, yarn wound into a cake, hand-tufted projects, vintage boxes, 24-carat thread or gift cards. Unfortunately, we cannot accept returns on sale, discounted, clearance or pre-ordered items.

 

Exchanges

You may exchange an item if the value is the same or higher. For exchanges where the new item's value is lower, you can only return the item and request a refund.

 

Refunds

You’ll be automatically refunded on your original payment method within 10 business days if approved. Please remember it can take some time for your bank or credit card company to process and post the refund. Any charges associated with your order, including but not limited to shipping fees, bank charges, currency conversion fees, and tips, are not refundable. For cash refunds, you must present a valid form of original identification and sign a document acknowledging receipt.