I highly recommend hand washing your knit items in cool water using a pH neutral wool wash to keep them looking amazing for as long as possible.
Please be advised washing in hot water is not recommended as it may break the bond between the fiber and the dye and could cause bleeding.
If you have them available it is always a good idea to use a "color catcher", similar to dryer sheets and often found in the laundry section. Some dyes are more prone to bleeding then others (e.g. reds, pinks), this happens to hand dyed wool just as commercially dyed wool.
My package has not arrived
You will receive a shipping notification on the day your package is delivered to my local Post Office. If you have not received your package in 30 days please contact your local postal service with your tracking number. In certain cases you may be able to get additional information by using the tracking service on canadapost.ca or usps.com etc. Please be advised custom clearance can take between a couple of days to a couple of weeks.
If a buyer chooses not to upgrade shipping to include tracking/insurance the postal service is usually not able to assist in finding the lost package. Canada Post has informed me it can take between 4-6 weeks for packages to be delivered outside Canada. Refunds are not issued for packages lost in the mail.
The colour is not as I had expected
I do my best to accurately photograph the items in my shop using natural light and professional camera equipment. As all monitors/devices will have some variance in how they display colours and hues, refunds are not issued based on "wrong" colour.
As with all hand-dyed yarn, no two skeins will ever be exactly the same. I use the same formulas with each dyelot to keep the colourway as consistent as possible.The dyeing method I use gives a tonal effect to the yarn, the stripes may not be completely even in colour and occasionally you may find lighter areas especially where two colours meet.
Please be aware that I do use stock photos, so the skein you receive will be very close but not necessarily the one photographed. Photographing every skein is very time consuming and not optimal use of my limited studio time as there is very minor differences between two dyelots.
There is a knot in my skein, is this normal?
Industry standard is no more than 3 knots in a skein.
I try my best to avoid knots but they do happen. Because the majority of my yarn is self-striping I wind it from large cones of yarn to make the process more efficient which means I have to join a new cone occasionally. Even then less than 10% of skeins will have a knot. Very rarely will I have skeins listed for sale with more than 1 knot, if this is the case they are most often listed at a discounted rate.
I want to return my purchase
If a refund is requested please note:
1) You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable
2) To complete your return, we require a receipt or proof of purchase
3) To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging
4) Skeins that no longer have their packaging and/or have been wound into a ball or knit with will not be eligible for returns
5) Refunds will not be sent until the item(s) have been received by The Cozy Knitter and inspected
More information can be found in my return policy
Postal Insurance and tracking
Insurance is only included on Canadian packages. If you are outside Canada and the US please contact me before placing your order if you would like to have your package insured as there is an extra charge for insurance which depends on the weight and value of the order. Please note packages without insurance will not be replaced if lost in the mail.