Refund policy
Returns
Bought it in store?
No problem! You can return or exchange any regular-priced yarn that’s unused and in original condition within 4 months of purchase. Just bring your store receipt with you. All other items are final sale.
Ordered online?
We know, sometimes the colours just don’t look the same in your hands as they do on your screen. You can return regular-priced yarn that’s unused and in original condition within 4 months of delivery. Live close by? You can bring it into the store with proof of purchase (printed or emailed receipt). If mailing it back, include your name and order number inside the package, and clearly mark the outside with “Return.”
For Canadian, US, and International Orders outside the EU: Knitting needles, notions, accessories, custom wound yarn, sale/discounted items, and digital patterns are strictly final sale and ineligible for return or refund.
Notice for European Union (EU) Residents:
In accordance with EU consumer regulations (EU Directive 2023/2673), customers residing within the European Union possess a statutory 14-day right of withdrawal from the date of delivery to return physical accessories and knitting needles. For yarn items, our store extends a full four (4) month return period for all unused, regular-priced yarn in its original, resaleable condition (not wound). Standard international return shipping costs are the sole responsibility of the buyer. Please note that items utilizing our custom winding service and instantly delivered digital PDF patterns are classified as custom/bespoke or immediate digital products and remain strictly final sale and exempt from return.
Live outside of Canada?
Be sure to clearly write “Return” on the outside of the package. If not, duties may be charged, and we’re not able to cover or refund those charges. Any duties paid by the customer are non-refundable.
We do not refund shipping charges or pay for return shipping unless we made an error with your order.
Concerned about product quality?
If you believe there’s a quality issue with your item, send us an email at orders@wool-tyme.com—we’re happy to take a look.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received it. If your return is received in good order and meets our return policy requirements, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days. If your return does not meet our return policy requirements, we will be in touch with next steps.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then, contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@wool-tyme.com
Shipping
Our return address is:
Wool-Tyme
attn: Shipping
190 Colonnade Rd S - Unit 2
Ottawa, ON
K2E 7J5
Canada