Shop Policies

PAYMENT METHODS
We accept Visa, Mastercard, American Express, Apple Pay, and PayPal.

RETURNS

  • We want everyone to love their tools/supplies and knitwear items, so if you are concerned about any of these, please feel free to send us an email and we will be happy to answer any of your questions.

RETURNING SUPPLIES/TOOLS:

  • If you are not satisfied with your purchase, you are welcome to return your tool/supplies for a full refund within 30 days of your purchase date as long as the item is sealed/unopened and in its original package.
  • All return shipping costs are the responsibility of the customer, and you will only be refunded for the cost of the returned item once we have received the package.
  • We are not responsible for returned items that are lost or damaged in transit.

RETURNING KNITWEAR/CROCHETED ITEMS:

  • We really want you to love your knitwear/crocheted items. If you are not happy with your purchase, the item was too big or too small, you are welcome to return your piece for a full refund within 30 days of your purchase date as long as the item is unworn and in perfect/new condition. We can easily tell if the item has been used, in this case, you will not be eligible for a refund.
  • All return shipping costs are the responsibility of the customer, and you will only be refunded for the cost of the returned item once we have received the package.
  • We are not responsible for returned items that are lost or damaged in transit.
  • While we try our best to ensure each piece is top quality, they are made by hand and we are not responsible if your items end up casualty at the hands of your dog or toddler, we are here for support and advice if you'd like to try and mend the damaged yourself. 

RETURNING PATTERNS, GIFT CARDS OR DIGITAL FILES:

  • Due to the nature of the digital items, we cannot offer refunds on patterns, gift cards or any digital file.
  • All discounted items, custom orders, digital patterns, and gift card sales are final. 

RETURNING CUSTOM ORDERS:

  • Due to the nature of an order being customized by you, we cannot offer a refund or exchanged for this. We will make sure your item is perfectly made and that you love it before sending it off to you.

RETURNING SALE ITEMS:

  •  Items on sale or clearance cannot be returned or exchanged.

HANDMADE PRODUCT CARE

  • All handmade items are sent with a care instructions note. You must follow the instructions in order to keep your piece looking like new and lasting longer.
  • For crocheted and knitted items, we recommend hand washing and laying flat to dry. We use high quality yarn to prevent lint and fluff, but it will have some at some point, so we recommend using a fabric shaver to remove them (please use it gently and with care)
  • Some items are okay to put in the washing machine such as blankets, scarves and hats with no pom, but please check your care instructions card because it will all depend on the material that your items was made with.
SHIPPING
  • COVID-19 Shipping: Due to the pandemic, you may experience some delays with your delivery. While we do ship worldwide, there are some countries that have suspended delivery - you can view the status of Canada Post delivery to international destinations here (click "view details" under International Suspensions).
  • Shipping costs are calculated at checkout based of weight and location. Turnaround and processing time depends on whether you purchased through a ready-to-ship update or preorder, but you will always receive a shipping notification when your order is ready.
  • All items are shipped from Cornwall,Ontario, Canada through Canada Post, and will be delivered by your country's postal service to the address you provide during checkout. Make sure your address details are correct and up to date, as we cannot be responsible for incorrect information.
  • Once a package has been shipped, it is in the hands of the post office and cannot be rerouted. The only way to follow the progress of your package, is if you purchase a method that comes with a tracking number. All shipping within Canada comes with tracking. For shipping in the United States, Tracked Packet USA, Expedited Parcel and Xpresspost USA come with tracking. Shipping internationally, International Parcel and Tracked Packet International come with tracking.
  • Depending on where you are located, deliveries may be subject to additional customs and delivery fees. These fees are out of our control, and are the responsibility of the customer.
  • Unfortunately due to complications relating to Brexit, businesses selling to and from the UK will be subject to new regulations, customs, and duties. We are suspending shipping to customers in the UK as of December 20, 2020 until further notice. Once there is no longer uncertainty surrounding delivery, we will begin shipping to the UK again. We apologize for any inconvenience.


LOST PACKAGES

  • Once a package has left our hands, we have no control over how postal services handle or deliver an order. We are not responsible for lost or stolen packages, and in these cases the customer should open an investigation with their postal authority.
  • Please note that only packages with tracking are eligible for a refund / insurance coverage. If your package isn't tracked, there is no way for your postal service to find it. Not all shipping methods come with tracking, so make sure you're selecting the method you need. You can find more information on our available shipping methods here.