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FREQUENTLY ASKED QUESTIONS

  • What are the payment options?
    At this moment we accept the following payments methods: bank transfer, payment on delivery and payment at the pickup point. You can find more information about payment here.
  • The product I want to order is out of stock. Can I order it?
    Yes, you can pre-order the product which is out of stock. We will ship the pre-ordered product once it is available. On the product page of the pre-order product, you can find an estimation when it will be in stock. You can find more information about pre-orders here.
  • Can I change a placed order?
    Recently placed and paid orders cannot be changed. Please contact our customer service to see if there are any other solutions.
  • Where do you deliver to?
    For current delivery options please see our delivery policy.
  • I've entered the wrong shipping address
    Please call us on +38 268649790 (Monday-Friday 9am-6pm, CET) and we will do our best to solve this issue.
  • My order arrived damaged
    We're sorry about that. Please contact us and we will reply and help.
  • My order hasn't arrived
    We're sorry to hear that your order has not arrived. Please wait up to 7 days before contacting us to ensure there has not been a delay in the postal system. When this time frame has passed, contact us if you have not received your parcel.
  • What are the delivery costs?
    You can find an overview of the current delivery costs here.
  • When is my order being shipped?
    You can find an overview of the current delivery times here.
  • Can I pickup my order?
    You can pickup your order at our store in Herceg Novi, Montenegro. Find more information about pickup here.
  • I'd like to return my order
    We offer a 14 day returns policy. Please contact us and we will send you a returns form. Note that the digital products can not be returned. You can see are full return policy here.
  • I've received the wrong product
    We're sorry to hear that. Please contact us and we will reply and help.
  • I've sent my order back, when will I get the refund?
    As soon as we have received your package, you will receive a confirmation of receipt from us. We will start processing your return as soon as possible and within 14 days.
  • Do you have brick-and-mortar shop where I can see the yarn?
    Yes, you can visit our store in Herceg Novi. You can find the address and the opening hours here. It is also possible to arrange a virtual appointment with our team member to get a personalized video consultation. Book your virtual appointment here.
  • How can I download the pattern?
    After we receive the payment for the pattern, we will send you an email with the link to the pattern PDF. You can also access the pattern through your account on our website, in "My Orders" section, after your payment is processed. The link to the PDF file is valid for 30 days, so make sure to download a copy within this time frame.
  • Can I get a discount?
    We offer regular discounts. Join our mailing list (at the bottom of this page) to receive them.
  • I have a question about knitting, crochet or a pattern. Can you help me?
    Our team also answers questions and offers advice about patterns or kits. You can contact us and we will help where we can.
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