Frequently Asked Questions
If you can't find your question answered here please email us or call us on 03 5442 4600.
Q: Why are your prices so low?
A: We are able to keep our prices low as we manufacture the yarn and sell it to you at factory direct prices.
Q: Do you have a shop front?
A: We have a factory outlet shop in Bendigo. Details including directions and opening hours can be found here. You can also purchase our yarns from Jen's Place, 170 High Street, Belmont VIC 3216 (phone (03) 5243 4070) or Unwind Craft Cafe, 48 Wingara Avenue, Keilor East VIC 3033 (phone (03) 9336 0687).
Q: Can I purchase a gift certificate?
A: You can purchase a Gift Voucher here. If you’d like to specify the denomination please contact our office on 03 5442 4600. You can redeem your gift voucher by phone, mail order or through the shop.
Q: How much will it cost to ship my order?
A: Information on shipping costs and practices can be found here.
Q: Do you ship overseas?
A: Yes, we ship orders overseas. Information on shipping can be found here.
Q: Will my yarn be from the same dyelot ?
A: Due to the popularity of our yarns the dyelots change frequently, so even though your current order is from the same Dyelot, we cannot guarantee that the same Dyelot will be available when you place your next order. We do try and ensure our shades are consistent however sometimes there will be variations from one dyelot to the next.
Q: Do you provide yarn support to Designers?
A: We have developed a program specifically to support independent designers. For more information, see here.
Q: I am a machine knitter, can you supply my yarn on cones?
A: Yes, we wax and cone yarn for machine knitters. If you would like your yarn put onto cones, please contact the office on 03 5442 4600 to place your order. Please note there is a $1.50 special item surcharge per ball being put onto cone.
Q: How much yarn is in a ball?
A: The quantity of yarn in a ball is 200 grams unless otherwise specified. The number of metres of yarn depends upon the ply and type of the yarn. The metreage can be found on each individual yarn page or on the back of your shade card.
Q: How much yarn is on a cone?
A: The quantity of yarn on our 2 and 3 ply cones is 500 grams. The number of metres of yarn depends upon the ply and type of the yarn. The metreage can be found on each individual yarn page or on the back of your shade card. Our 200g balls can also be put onto a cone.
Q: What payment options are available?
A: Payment on the website is via secure credit card payment, PayPal, or Openpay.
Q: What do I do if I forget my password to log on to the website?
A: If you cannot remember your password click the button next to where you enter your password, the button states ""I forgot my password"" and you will receive an automatic email containing a link to reset your password.
Q: How accurate are the colours on your website?
A: We do our best to ensure the colours displayed on the website are precise, however due to the wide variety of computers, computer screens and the settings available for these we cannot guarantee how the colours will display on your screen. To ensure there is no confusion about colours we offer you a free shade card: to receive your copy please, request one through our shade card form. Please ensure you provide us with your full name and address so we can get your shade card to you as soon as possible
Q: Do you have a shade card and how can I get one?
A: If you would like a shade card sent to you please submit the shade card form. If you are on our mailing list and have made a purchase in the last two years, you will receive a new shade card as they are released.
Q: Do you have a newsletter or mailing list and how do I get put on it?
A: If you have purchased yarn from us online or via telephone in the last two years, you will automatically be put on our mailing list. If you would like to be added or removed from the mailing list please email us, call us on 03 5442 4600 or request this through our contact form.
Q: Can I use any 8 ply yarn with any 8 ply pattern?
A: Any of our 8 ply yarn will be able to be used with any of our 8 ply patterns. However, due to variations across fibre types, your fabric may vary - for example, Alpaca drapes better than wool. We recommend that you always knit a tension square to ensure you are achieving the correct tension.
Q: If my tension is different to the tension in the pattern, what should I do?
A: We recommend that you always knit a tension square. If there are more stitches than the pattern, use larger needles. If there are less stitches, use smaller needles. If you need to change needle sizes be aware you should do another tension square to ensure those needles will give you correct tension. To give you the most accurate results on size we recommend you wash and dry the tension square in the same fashion as you would wash and dry the finished item.
Q: Where does your wool come from and what type is it?
A: Our wool is grown in the central New South Wales region in Australia. We use Merino and Merino/Cross wool from 24 to 29 micron.
Q: What does micron refer to?
A: A micron is the measurement used to express the diameter of a wool fibre. The lower the micron the finer the fibre.
Q: What care instructions should be used for my garments?
A: Care instructions are on the label provided with each ball, cone of yarn or garment. You should check these carefully before you launder your garments. We highly recommend using a gentle wool wash for your garments.
Q: What do you mean by limited edition yarn?
A: Each year we do several mailouts. These mailouts will generally include shade cards for limited edition yarns. These yarns are made in limited quantities and are available until what we have in stock has sold out.
Q: Can I get my yarn sent via Express Post?
A: Yes. If you would like your order to be sent via Express Post or Registered Post contact the office on 03 5442 4600 and we can work out the cost for you.
Q: What do I do if my order hasn’t arrived yet?
A: Contact the office and we’ll be able to advise you when your order was despatched and its tracking number. We can check the tracking for you and if required lodge an enquiry with Australia Post.
Q: Do you put items on backorder?
A: Yes we do. If you have placed an order and we don’t have all the items in stock we will put the out of stock items on backorder. We will send all items in stock to you and once the backorder has come into stock we will then send it to you. If you need your yarn urgently please contact us on 03 5442 4600 and we will let you know the status of your order. If an item does go onto back order you are more than welcome to change colours or request a refund.
Q: Can I get a wholesale price on the yarn I purchase?
A: We do not offer wholesale prices on our yarn as we manufacture and sell direct to the public to keep our yarn prices as low as possible. We do offer a quantity discount on our full price yarns. If you purchase 5kg - 20kg of yarn you are eligible for a 5% discount. For order over 20kg you are eligible for a 10% discount. When placing your order on the website it won't automatically apply a discount, if you email us with your order number and request the discount be refunded to your credit card we will ensure you receive the discount.
Q: How can I get my patterns featured on your Independent Designers Page?
You can find all of the information about our Independent Designers Program here.
Q: What is your returns policy?
A: We are committed to your 100% satisfaction. If you are not totally satisfied with your purchase, simply return it (subject to the conditions below) for a hassle-free refund or exchange.
Return Conditions: Ready-made garments can be returned within 4 weeks of purchase if the size ordered is incorrect, the colour isn't what you thought, the fit is not comfortable or the garment is in anyway faulty. Yarn can be returned if it is unused complete balls within our current colour and dyelot range whether it is because the colour isn't what you though or you have over-ordered (subject to dyelots).
Damaged or defective items: We endeavour to ensure our yarn is perfect, however if at any time you are unhappy with the quality, we would ask you to contact customer care on 03 5442 4600 and we will happily provide details for you to exchange it or arrange a refund.
Return Instructions: Call customer care on 03 5442 4600 or email us to obtain the Reply Paid address. Please include a brief note in your returned parcel with your customer number, current phone number and/or email address, an explanation for you return and what you would like ie refund or exchange. In most cases return postage is free (except for returning unwanted yarn). Free post details will be provided when you contact customer care.
Refunds: Once your returned merchandise is received, we will credit your original form of payment. Refunds will be credited for the purchase price along with any applicable taxes. Please allow 5-10 business days after receipt of your package to process your refund and for the credit to reflect on your bank account statement.