The nature of hand-dyed yarn

Hand-dyed yarns are unique, which means that each skein of yarn will be slightly different from the others and will have its own particularity even if they are in the same batch. We use batches of 5-6 skeins to maintain as much consistency as possible. Expect some color variation when ordering your skein, as it may be different from the one pictured. We will always do our best to reproduce the photos shown as closely as possible. Also, computer monitors vary in their coloration, so please keep these things in mind when ordering.

Washing

During the first few washes, some slight color bleeding may occur, especially for deeper colors, this is normal and should be resolved during the first few washes. To keep your knitwear looking like new, please wash all hand-dyed yarns in cold water with a wool wash and dry flat. The yarn should never rub off on your fingers while knitting or lose its color in washes. If this happens, please contact gennayarn@hotmail.com so we can resolve the issue.

Shipping

All orders are shipped by Purolator or Canada Post. Once your order has been prepared, you will receive an email from us confirming the shipment and your tracking number. From the moment you receive the confirmation email, the shipment may take 1 to 2 weeks to arrive at its destination. In case of delays, please contact Purolator or Canada Post directly, we cannot assume any responsibility for lost or damaged items. If any other problems arise, please contact us at gennayarn@hotmail.com.

Note: Orders are shipped to the address provided by the customer at checkout. Please ensure that all information is entered correctly, as we will not be responsible for packages lost due to address errors.

Our refund and return policy

Please contact us if you are not satisfied with your purchase and we will do our best to remedy the situation.

To be eligible for a return, your item must be unused and in the same condition as you received it. As long as your skein is balled, we cannot offer you a refund or exchange.

Refunds
Once your return is received and inspected, we will send you an email to inform you that we have received your returned item.

Your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a few days of the package being received.

Late or Missing Refunds
If you have not yet received a refund, first recheck your bank account. Then contact your credit card company. It may take some time for your refund to be officially posted. Then contact your bank. There is often a processing time before the refund is posted. If you have done all of this and still have not received your refund, please contact us at gennayarn@hotmail.com.

Sale Items
Only regular priced items can be refunded. Sale items cannot be refunded.

Exchanges
If you would like to make an exchange, please email us at gennayarn@hotmail.com. and we will do our best to accommodate you.

Return shipping
To return your product, you must mail it to 14, rue du marché, Salaberry-de-Valleyfield (Québec) J6T 1P2.

You will be responsible for paying your own shipping costs for the return of your item.

The delivery time of your exchanged product may vary depending on your location.

Need help?

Contact us at gennayarn@hotmail.com with any questions regarding refunds and returns.