FAQs

Advice

Do you do classes?

Sorry we do not do classes.

Can I call you for advice?

Sorry we no longer provide over the phone advice as we do not keep regular hours to man the phones. Please use our Contact Us page for any questions, you can also email us info@knitpurl.com.au.

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, this may take a few days. Please check your junk folder in case the response has not gone to your normal inbox. Note due to reduced staffing resources we do not respond to questions that can be found answered here in this FAQs page.

Our 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, we know you can use your amazing crochet or knitting skills to blend the yarn by using two balls, alternating rows.

Do you have (Insert product name here) I can't find it on your website?

Please use the Search function at the top of the screen if you are looking for a particular product. If you can't find the brand in our Brands page or the product name in the Search function then it is likely we don't stock the product you are looking for, please refer to the yarn brand's Stockist page on their website. Please note Stockists pages can be out of date with the latest information about their retailers, this can mean our store may no longer be a stockist.

When will you get more of (insert product name here)?

We can't guarantee a product you have seen on this website will be restocked again. We also need to factor the cost to restock which at one stage may have realistic but now due to increased shipping costs and increased prices have made some of your favourite brands cost prohibitive. We monitor the website weekly for out of stock products that will not be restocked and these sold out products get removed from the website.

If you do see a product you like in stock on the website don't hesitate to purchase it now.

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 contact the manufacturer.

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. Winding your yarn should also be left until just before you require it for your project.

This book/pattern I ordered is incorrect

Please check with the publisher/author's website for errata. Ravelry.com will also have pattern help in the Comments or Forum pages of a design.

Ordering

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!!!!

Unfortunately Knit Purl Sew's bricks and mortar store is now closed to the public and has returned to being an online only store. You will have to trust that the yarn we stock is beautiful and soft and will be great in your next project.

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

Everyone loves 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 within Australia. 

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.

Can I collect my order?

Sorry, as our retail showroom is now closed we no longer offer this service.

I want something urgently and I need it today can't I pretty please pick it up?

Please see the answer above.

Shipping

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. Due to reduced staffing resources we dispatch on Wednesdays only.  Please be patient, your order will be fulfilled in good time. Remember - take a breath, make a cup of tea and relax.

We don't ship on weekends as Australia Post is closed. 

I paid extra for Express Post, it should have been posted immediately!!!!

Sorry, as we mentioned we don't post everyday, if you ordered on a Thursday it won't be posted until the following Wednesday.  Selecting Express Post will mean you wil get your order quicker than Parcel Post but only once it has left our building. Every order is treated the same, we can't pick and pack any faster.

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.

But...if we have missed your email about this (it can happen and we apologies in advance, we are a micro business) then your parcel will be on its way to the original address, it may be sent back to us and we will attempt to resend it again to your correct address. We will not accept demands of a refund if you've made a mistake with your shipping details, we act in good faith that your details are correct.

Can I use a different delivery address?

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

I need to cancel my order

All sales are final and refunds will not be given if you change your mind and want to cancel your order.

I need to add to my 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 added to your account. You will need to log into your account to pay this online should extra postage be added.

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 or using our Track Order function on the Knit Purl Sew website by clicking here.

Why is my parcel taking so long to be delivered?

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.  The Christmas rush also slows down deliveries so please allow extra time from October to December.

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 out of stock and has been refunded 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 48 hours of your order arriving for us to remedy your order.  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 and we will fix it.

Refunds

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.

I've ordered too many of the same product and didn't notice when I paid at Checkout and now I want a refund!

We post your order to you in good faith with the understanding that if you've ordered multiple of the same product it is because you are really loving that product or are buying for a friend. We will not offer refunds for getting too click happy, this is considered a "Change of Mind".

How long will I be waiting for my refund?

We process refunds as soon as permitted usually the same day you are notified that a refund is being processed. Delays in processing may be because we are waiting for you to return a product.

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

Contacting us repeatedly after the refund has been processed will not expedite your funds back to your account at that stage it is out of our hands and with your credit provider.