Customer Service

Our Guarantee

We offer a 100% guarantee. If you are not happy with your product, send it back to us within 30 days of the date of purchase, in the original packaging and we will replace it for you!

We have tried our very best to photograph the products so they give you the truest representation, however due to differences in screen types & settings some subtle differences may occur in the actual product received.
 

Freight Charges - effective March 2022

Our shipping policy is a flat rate charge regardless of amount spent across all regions of New Zealand.  International shipping is based on weight and will be calculated upon checkout.

Please also note that deliveries to 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 new shipping rate for you.

IMPORTANT NOTICE: We are now no longer able to deliver to Russia or South Africa. The ongoing issues with the unreliability in delivery has meant that our delivery agent will no longer cover insurance into these countries.  Currently more than 50% of parcels go undelivered and the high cost of freight uninsured has meant it is now no longer viable for Skeinz.
 

 

Sales support

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

Now the really small print.....

Refunds

We will accept any unused Skeinz branded yarn for exchange or for store credit within 3 months of purchase. The product must be in its original condition when returned and must be a current batch (please check with Skeinz before returning stock). The shipping/freight cost of returning product for credit/exchange are the customers care.  A credit note will be provided to the customer by Skeinz  via E-mail and is valid for 1 year from the date of issue.

This EXCLUDES sale yarns, discontinued yarns and third party yarns such as: Opal, Importers Clearance or Indie Dyed yarns

Patterns books & accessories may not be exchanged. These will be replaced if damaged during shipment.

Damaged - Freight/shipping costs will be reimbursed for the return damaged product. Replacement products will be sent at no cost. Damage must be reported (via email) on receipt & product returned within 14 working days of receipt. Please include a full description of the damage  when reporting.

 

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.

 

Stock on Hand:

Inventory of products on our website are included on the individual product detail page. Please check that there is sufficient stock showing to complete your order or project. We can not guarantee in all cases what we have additional stock available.  Feel free to email us if you require more stock than what is listed & we can confirm if additional stock is avalable.

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, Christmas & New Year)