Terms of Trade

Freight Charges:
Our shipping policy is a flat rate charge per single order regardless of amount spent across all regions of New Zealand (exclusions below).  International shipping is based on weight and will be calculated upon checkout. 

Please also note that deliveries to Waiheke Island, Stewart Island, Great Barrier Island and Chatham Islands will incur additional fees due to our contracted courier company not servicing these areas. 

International Orders: 
All international orders are shrink wrapped.  As all international shipping rates are calculated volumetrically (not just based on weight), it means you are paying for us to ship you ‘air’.  To combat this we shrink wrap the yarns to reduce the cost (on average by more than 50%).  It can crush the labels a little, but the yarn remains unharmed and literally bounces back after opening. If you do not wish to have your yarns shrink wrapped, please indicate this in the comments and we can calculate a new shipping rate for you. 

If delivery services in your country are known to be unreliable, we ask that you take this into account before placing your order. We take great care in preparing and dispatching parcels, however once they have left us, delivery is managed by the courier and is beyond our control.

Sales support:
We pride ourselves on our amazing sales support. Please contact us for any assistance you may require .

Payment:
 All prices quoted on this website are in NZD.  Within NZ it is New Zealand dollars and includes GST. 

For shipments outside of New Zealand, all the prices shown are exclusive of GST. 
Prices are subject to change. 

Despatch Target:
We aim to despatch your order in 3-5 business days of payment however please allow and extra 5-10 business days during and post sale periods. 

Please be aware the web store is open over holiday periods, but deliveries will be delayed due to public holidays in NZ (4 days at Easter & Hawkes Bay Anniversary Weekend, Christmas & New Year) 
Please note this is when the yarn leaves us, not when it arrives to you. 

Returns & Guarantee:
We want you to be happy with your purchase. If something isn’t quite right, you may request a return within 30 days of purchase.

Sale items and discontinued stock are final sale and cannot be returned or exchanged.

To ensure we can process your return, please contact us for approval before sending anything back. We are unable to accept returns from non-current batches.

If items are returned without approval or fall outside this policy, they will be returned to you at your cost.

Once your approved return has been received and processed, we will issue a store credit via email. Please allow up to one week for returns to be processed after they arrive. During sale periods, processing times may be extended depending on staff availability. Store credits are valid for 12 months from the date of issue and can be used both online and in-store.

Supply Terms:
We operate as a retail yarn store, supplying products for individual purchase and personal use. If you intend to use our yarns for commercial purposes such as garment production, range planning, or bulk orders, please be aware that stock holding and supply continuity are your responsibility. While we endeavour to maintain consistent availability, we cannot guarantee that products will be in stock when required, nor that any yarn line will remain available indefinitely.