Questions we get asked

Visiting the shop

Where are you?

Shop 6, Suncourt Plaza, 19 Tamamutu Street, Taupō. We are open Monday to Saturday, 10am to 4pm. We are a real shop with real wool in it, and you are very welcome to come and squeeze it.

Delivery

What does delivery cost?

A flat $7.95 anywhere in New Zealand, however much you order. No surprises at checkout and no rural surcharge.

How quickly will my order arrive?

We aim to have your parcel on its way within one working day, two at the outside. After that it is in the courier’s hands. Most North Island orders arrive within a couple of days, though we cannot promise a date. Everything is sent tracked and we will pass the tracking on to you.

Returns

Can I return something if I change my mind?

Yes. Get in touch within 14 days of receiving your order and we will arrange an exchange or a credit note. The yarn needs to come back unused and in the condition it reached you, with its ball band intact. Return postage for a change of mind is at your cost.

What if something is faulty?

That is different, and you are covered. Your rights under the Consumer Guarantees Act are not affected by anything in our returns policy. If something is genuinely faulty you are entitled to a repair, replacement or refund depending on the fault, and we will cover the cost of getting it back to us.

If a parcel turns up damaged, or something is missing or not what you ordered, tell us within 10 days so we can put a claim in with the courier.

Choosing yarn

Will the colour on my screen match the wool?

Close, but screens vary and dyed yarn is not a printed colour. If a shade matters, email us and we will tell you honestly what it looks like in daylight. That is the sort of thing a wool shop is for.

Can you guarantee the dye lot?

Yarn is dyed in batches, so if you order more of a shade later we cannot promise it comes from the same lot. If dye lot matters for your project, and for a garment it usually does, tell us when you order and we will do our best to keep it together.

I do not knit. Can you help me choose a gift?

Gladly, and it is one of our favourite questions. Tell us what they make, or bring in a photo of something they have finished, and we will point you at yarn they will be pleased with. If you are not sure, come in and ask rather than guessing at a shade on a screen.

How much yarn do I need?

Your pattern will tell you, and it is worth buying it all at once for the dye lot reason above. If you are not sure, or you are substituting one yarn for another, ask us. We would much rather work it out with you first than have you run out at the second sleeve.

Classes and payment

Do you run classes?

Yes, for every level from complete beginner up, plus knit and natter groups. Tell us what you would like to learn on the Classes page and we will be in touch with dates.

How do I pay?

Credit and debit card online, processed securely by our payment provider. We never see or store your card details.