FAQs

Location

Where are you? I want to visit and squeeze all your yarn. I don’t trust websites and I want to see the yarn before I buy it!!!!

Knit Purl Sew is an online store based in Perth, Western Australia and does not have a shop front.

Online stores such as Knit Purl Sew are here to help you should you need help, we pride ourselves in amazing customer service and meeting the needs of crocheters and knitters of all skills.

If you want to see the yarn more closely just email us at info@knitpurl.com.au and we would be more than happy to send photos of colour combinations for your project or recommend a pattern or designer on Ravelry.

Please trust that the yarn on the website is beautiful, very good quality, soft and squishy and you won’t be disappointed in anything you should purchase. Seriously you don’t need to squeeze it first.

Advice

Do you do classes?

No, it is an online store. If you need knitting help, we recommend www.verypink.com for video tutorials.

Can I call you for advice?

Yes you can, we are happy to answer your questions about products we stock. 

Our number is 0409 91 61 31 and you can call during these hours:

  • Monday, Tuesday and Thursday - 9am to 5pm
  • Wednesday - 1pm to 5pm
  • Friday - 9am to 12pm  

Knit Purl Sew is based in Western Australia so please keep this in mind if you are calling from another state or country. Time differences between states can vary at different times of the year and WA has different public holidays.

If your call is not answered please leave a message and we will get back to you during these hours.

Help! I don’t know what knitting needle size I need for this yarn.

We do! Find out what size knitting needles you have and what size you need with our helpful knitting needle conversion chart.

What crochet hook should I use for my yarn?

Use this helpful crochet hook conversion chart to choose the right hook for your yarn.

What yarn weight is fingering, worsted etc?

Use this helpful yarn conversion chart to choose the right yarn in your pattern.

When can I expect a response to my Contact Us query?

We will reply to your email query as soon as humanly possible Monday to Friday. Please check your junk folder in case the response has not gone to your normal inbox.

About the products

Can I order a specific dye lot? Why can't you give me the same dye lot for all my yarn?

Sorry but as much as we endeavour to pick your yarn from the same dye lot it may not be possible for a variety of reasons. We may not have enough of the yarn in one dye lot and may need to pick your order over more than one or two dye lots. We may not have the same dye lot to another yarn store and we may not have the same dye lot remaining in stock as a previous purchase.

Please note that hand dyed yarn will not always be exactly the same as the next skein, use your amazing crochet or knitting skills to blend the yarn by using two balls, alternating rows.

I'd like a discount, what kind of deal can you do for me?

Everyone likes a bargain! Knit Purl Sew's pricing policy is to sell RRP or if there is no RRP then a fair price is calculated based on the market rate.

We offer clearance specials often at half the retail price and these can be found by clicking here.

We offer free shipping on purchases over $175 (and discounted overseas shipping over $250). 

We also offer loyalty points to be used as discounts on future purchases. Points are obtained when you spend over $50 in one order.

Please note our pricing is affected by variable factors including the exchange rate, import fees, quarantine treatment fees, fuel levies and freight charges.

This yarn I bought has way too many knots. Is it faulty?

Manufacturers do their best to minimise joins in yarn, but it does happen occasionally. This does not mean your yarn is faulty, two to three knots per ball is acceptable by most manufacturers. If your ball of yarn has more knots than this, please email info@knitpurl.com.au to organise an exchange.

Do you wind skeins?

Sorry, we don't offer a skein winding service, skeins don't ship well in this state and is best avoided. It is best if you invest in winding equipment which can be found on our website, click here to be taken to our Winding tools page.

My Order

Can I collect my order?

Knit Purl Sew is an online business and does not have the facility to offer pick ups. If you would like your order in a hurry please select Express Post at Checkout.

My order hasn't shipped yet, what is going on? 

Orders are picked, packed and an eParcel label is created before dispatching to Australia Post, this generally takes a day or two to process.  Emailing us for an update will slow down this process as we will need to interupt the workflow to correspond with you, which will further delay your order (and the orders of others) so please be patient, your order will be fulfilled in good time.

My address is incorrect, can I change my address after I’ve ordered?

If your order hasn’t been processed yet and the location is within the same postage zone then yes it can be changed, just email us as soon as you can.

Can I use a different delivery address?

Yes, at checkout you will be able to use a separate delivery address to your billing details.

Whoops I need to cancel my order/add to my order.

If your order has not been processed, we may be able to cancel your order and process a refund or combine your order. Should you make an addition to your order the total postage cost of your order will be recalculated, and a refund of any postal overages will be made to your account. Please contact immediately to avoid disappointment.

What is the cost of delivery?

The cost of delivery is calculated during the checkout process based on the delivery location. Please use the Shipping Calculator to get a price based on the contents of your shopping cart.

Do you have free shipping?

You can definitely get free shipping if you spend over a certain amount. Free shipping is calculated automatically depending on your location and how much you spend.  Free shipping is via Parcel Post, if you want your order faster you can upgrade to Express Post for quicker delivery.

How is my parcel being delivered?

Orders are sent with Australia Post’s eParcel service and will be delivered by the usual postal service in the destination country. You can track your delivery by entering your tracking number on the Australia Post website 

Why is my parcel taking so long to be delivered?

Since March Covid-19 quarantine shut downs became a way of life and Australia Post have done their best to keep up with delivering parcels as online shopping has increased. Some parcel distribution points are also affected with limited staff and social distancing which causes delays.  Your parcel may take a bit longer than what you may have been used to 12 months ago. Please be patient, once your parcel is with Australia Post it is in their hands and can't be expedited by Knit Purl Sew in any way.

Why have I only received part of my order?

Occasionally part of your order may be back ordered if an item is out of stock and will be sent to you separately as soon as possible. We cannot guarantee that orders sent out in multiple packages will be delivered at the same time.

There is something missing from my order, what do I do?

Mistakes can happen with our picking and packing, we are human and can have a bad day. 

If you haven't been contacted prior to dispatch that a product you've ordered is on backorder or will substituted with another product and you've received the wrong item or an item is missing please email us immediately at info@knitpurl.com.au. We will endeavour to fix the order as quickly as possible. 

Important: You need to contact us within 24 hours of your order arriving for us to correct your order.  Why 24 hours?  Let's imagine a customer starts using what they have received as soon as their order arrives then runs out a week or three later.  Perhaps they need just a little bit more to finish their project but they don't want to pay for an extra ball and postage, they contact us and claim their order is incomplete. Yes, we love our customers but it is these potential situations that have meant a strict policy had to be created to make Knit Purl Sew a viable online business. We don't want to disappoint our lovely customers or upset you in anyway and we just ask kindly that you let us know immediately if there is an issue with your order.

Refunds and Returns

Now that my order has arrived I don't really like the colour, can I get a refund?

Please refer to our Returns Policy page for more information on changing your mind.

I've ordered too many balls of yarn and want to return them for a refund or credit, what do I do?

If you have ordered too much then isn't that better than ordering not enough? If you have too much then please think about using this excess in a scrappy project or being generous and passing on any unwanted yarn to your friends or a charity.

How long will I be waiting for my refund?

Depending on your payment method it can be the same day or within 5-10 working days. Credit card refunds do take longer than PayPal refunds for example.