Frequently Asked Questions
- Yarn Information
- Pattern Information
- Website Information
- Payment Information
- Shipping Information
- For Designers and Wholesalers
- Returns and Refunds
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: What are your opening hours/where do I find your shop/how do I get to your shop?
A: Find our trading hours and shop location here.
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: 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: 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: 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: 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 a cone.
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: 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: Where does your wool come from and what type is it?
Our wool is grown in the central New South Wales region in Australia. We use Merino and First Cross Merino/Border Leicester wool, ranging from 24 to 29 micron in diameter.
Q: What micron is your yarn?
A: Our yarns have the following micron counts:
- Rustic: 29 micron
- Ready Spin: 29 micron
- Luxury: 24-25 micron
- Classic: 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: Do you have digital patterns available? How do I download a digital pattern?
We do have digital patterns for purchase. Digital patterns come as a PDF that you can download to read on your tablet/phone/other device, or print for your own use. When you purchase a digital pattern, it will be stored on your account on our website. When you log into your account and go to the “My Account” page, you can find your patterns under the section "My PDF patterns".
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: 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"". You will receive an automatic email containing a link to reset your password. Please make sure to check your Junk Mail or Spam folder if you can’t see it. If the email has not been received, please contact us and we can manually reset your password.
Q: How do I download my digital pattern?
Digital patterns come as a PDF that you can download to read on your tablet/phone/other device, or print for your own use. When you purchase a digital pattern, it will be stored on your account on our website. When you log into your account and go to the “My Account” page, you can find your patterns under the section "My PDF patterns".
Q: What payment options are available?
A: Payment on the website is via secure credit card payment, PayPal, or Openpay. If you would like to pay with a gift voucher, please call us on 03 5442 4600 between 9-5 weekdays.
Q: How much will it cost to ship my order?
A: Orders within Australia are shipped free if they are over $50, or $7.50 for orders under $50. Overseas shipping is calculated at checkout.
Q: Do you ship overseas?
A: Yes, we ship orders overseas. Overseas shipping costs are calculated at checkout. Information on shipping can be found here.
Q: How long does it take for my order to be shipped?
A: For items that are in stock, we aim to ship within 5 business days. Update June 2021: We are currently experiencing a high volume of orders, processing times may vary.
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 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.
For designers and wholesalers
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: 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: 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.
Returns and refunds
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 refund or exchange.
- Change of mind returns: If a product you have purchased from us doesn't suit your needs (whether the colour isn't quite what you expected or you don't like the texture), it can be returned for a refund or exchange within 4 weeks of dispatch. This includes ready-made garments and yarns. Products must be in their original condition including tags.
- Damaged or defective items: We endeavour to ensure our yarn and garments are perfect, however if at any time you are unhappy with the quality, we would ask you to contact our office on 03 5442 4600 or firstname.lastname@example.org and we will work with you to provide a refund or exchange.
- For all returns: Please include a brief note in your returned parcel with your customer number, current phone number and/or email address, an explanation for your return and what you would like (ie refund or exchange). Including your original packing slip is a great way to ensure your refund/exchange is processed promptly.
- 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.