Frequently Asked Questions

The yarn doesn’t look the same colour as it did on the website. Can I return it?

Whilst we strive to match the colour possible, we can’t control how your computer displays it. So unless we have sent you the wrong colour, if you choose to return it we will refund you on the basis that you have changed your mind, not that there is a fault with the yard.

How fast will I get my delivery?

If you are ordering a sweater quantity of yarn, we always dye these in a single dyelot to make sure you get a good colour match across all the skeins, so you’ll need to allow us a few days to dye the yarn and get it dry before it’s sent out to you. We will let you know when it’s been posted so you know when to start stalking your postman. For all other yarn we aim to post within 48 hours of your order. If for any reason postage will be delayed (for example, if we are holiday or away at a yarn show) we’ll put a note in the shop so you can see before you order.

I liked the colour in the skein but now it is balled up I don’t like it. Can I return it?

Sorry but because yarn may be stretched by balling or damaged in other ways, once you have taken the ties off the skein, unless the yarn is faulty, you cannot return it to us.

Can I machine wash the garments made from your yarn?

If a yarn is described as super wash, theoretically it can be machine washed at 30 degrees. However, because those hand knitted items are so precious, we recommend gentle hand washing in cool water. Please see our “How to care for your naturally dyed yarn” page for more information.

How much yarn will I need?

That depends on the pattern. The best way to gauge is to check how many metres of yarn you need and then buy that meterage in the same weight. So if, for example, the pattern says you need 1100m of 4ply, and a skein of our yarn measures 400m , you should buy at least 3 skeins to ensure you have enough.

Can I order a specific colour?

We don’t currently offer a custom dye service but if we’ve previously stocked a colourway you loved but you didn’t buy when it was in stock, or we don’t have enough in stock currently for your project, please do email us and we will see what we can do to help.

Copyright Skein Heroine 2018