Refund policy

Returns are accepted within 30 days of delivery. Start a return in our returns portal with your email address or order number. The portal issues the return label.

What can be returned

  • Items that are unused, in their original packaging, and in the condition they arrived in.
  • Yarn must be unwound.
  • Returns are accepted from US addresses only.

Return shipping

Return shipping is free when:

  • the item arrived damaged, defective, or incorrect,
  • you choose store credit, or
  • you added Checkout+ at checkout (eligible items).

Otherwise the portal offers a label at our discounted rate, paid when you start the return. Original shipping charges are not refunded.

Refunds

Refunds are issued to the original payment method, as store credit, or as an exchange once the return has been received and processed.

Damaged, defective, or incorrect items

Report damage, defects, or incorrect items within 30 days of delivery through the returns portal, with photos of the item and the packaging. We cover the return shipping and will replace the item, send replacement parts, or refund it.

Lost or stolen packages

Orders with Checkout+ are covered. File a claim in the returns portal within 30 days of delivery, or, for a package that never arrived, once 15 days have passed since it shipped. Without Checkout+, contact us and we will open a claim with the carrier.

Spinning wheels, e-spinners, looms, and carders

Machines are returnable within 30 days of delivery when unassembled and in their original packaging. Return shipping is the customer's responsibility. Machines that have been assembled or used are subject to a 15% restocking fee.

Made-to-order items

Items marked Made to Order on the product page are built or configured by the maker for your order. After you place the order we confirm the details and the lead time with you before your card is charged.

  • Once your order is confirmed, a cancellation is refunded less a 3% processing fee, or in full as store credit.
  • Made-to-order items cannot be returned after delivery.
  • If anything goes wrong, with assembly, a missing or damaged part, or a defect, contact us and we will work with you and the maker to resolve it.

Items we order in from the maker's stock can be cancelled at no charge before they ship and carry the standard terms for the item after delivery.

Final sale

These items are not returnable:

  • Used and demo equipment
  • Bargain bin and clearance items
  • Gift cards
  • Digital patterns and downloads
  • Cut-to-length goods
  • Classes
  • Custom-made items
  • Opened consumables

Where the policy is being abused, refunds may be limited to store credit.