FAQ

FAQ (Frequently Asked Questions)

Orders & Payments

How do I place an order?
Simply add items to your cart and proceed to checkout. If you have any questions, feel free to contact us via email or Instagram.

What payment methods do you accept?
We accept all major payment methods, including credit cards, Shopify Payments, and PayPal.

Can I cancel my order?
Orders can be cancelled within 12 hours of purchase. After that, your order may already be processed or shipped.

Shipping

Where do you ship?
We ship across Canada and internationally.

How long does shipping take?

  • Canada: 2–10 business days
  • International: 7–21 business days

How much is shipping?
Shipping rates are calculated at checkout based on your location.

Do you offer local pickup?

Yes! Local pickup in Calgary is available. Details will be provided after purchase.

Yarn & Products

How many skeins do I need?
It depends on your project:

  • Hat: 1–2 skeins
  • Scarf: 2–4 skeins
  • Sweater: 5–8+ skeins

💡 We always recommend buying enough yarn at once to complete your project.

Will the colors match exactly?
Not always. Yarn is dyed in batches (dye lots), and slight variations may occur.

Is your yarn suitable for beginners?
Yes! We offer yarns for all skill levels. If you're unsure, message us — we’ll help you choose.

Do you restock sold-out yarn?
Some yarns are restocked, but many are limited edition.
✨ If you love it — don’t wait.

Returns & Refunds

Can I return yarn?
Yes, within 14 days if unused and in original condition with labels.

What items are non-returnable?

  • used yarn
  • yarn without labels
  • custom orders
  • sale items

What if I receive a damaged item?
Please contact us within 48 hours with photos, and we’ll resolve the issue.

Workshops

How do I book a workshop?
You can book directly through our website or by contacting us.

What if I can’t attend?

  • 7+ days notice → full refund
  • 3–6 days → store credit
  • less than 72 hours → no refund

Are materials included?
Most workshops include materials unless stated otherwise.

Contact

How can I reach you?
Email: ellen.yarn@gmail.com

We usually respond within 24–48 hours 💌