SHIPPING & RETURNS

COVID-19 UPDATE: Australia Post has been experiencing some delays in these uncertain times, but are doing their best to ship your orders to you in time. We thank you for your patience!

 

FREE Shipping 

  • FREE STANDARD SHIPPING with every order valued over $150
  • OR Standard Shipping for $6.95 for orders valued under $150 
  • FREE EXPRESS SHIPPING with every order valued over $250
  • OR Express Shipping for $14.95 for orders valued under $250 

*Free standard & express shipping excludes International locations.

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STANDARD SHIPPING

Cost: $6.95 OR Free if order value over $150 (excl. International Shipping*)

Delivery Time: Australian Standard Shipping is estimated up to 3-5 business days for dispatch, 1-5 business days (rural area: 3-14 business days) for transit.

COVID-19 Update: Australia Post operations are being affected by very high numbers of COVID-19 cases in the community. Please check the Australia Post website regarding dispatch delays here.

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EXPRESS SHIPPING 

Cost: $14.95 OR Free if order value over $250

Delivery Time: Australian Express Shipping is estimated up to 3 business day for dispatch, 1-3 business days for transit to Metropolitan areas or up to 5 business days for remote areas.

COVID-19 Update: Australia Post operations are being affected by very high numbers of COVID-19 cases in the community. Please check the Australia Post website regarding dispatch delays here.

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*INTERNATIONAL SHIPPING

Cost: Calculated at checkout by Australia Post.

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Delivery Process:

We ship orders between Monday – Friday, during office hours. We are closed on public holidays. We aim to send our your orders as fast as possible. Occasionally there are slight delays, for example when we have released new collections. We do appreciate your patience. Once your order has been shipped, it is in the care of the courier and / or postal service. We are not liable for any errors made by these services. Once you have received your parcel, please open it with care. We cannot be liable for any items damaged during the opening of your parcel.



Customer Care

SHIPPING
COVID-19 UPDATE: Australia Post has been experiencing some delays in these uncertain times, but are doing their best to ship your orders to you in time. We thank you for your patience!

STANDARD SHIPPING
Cost: $6.95 OR Free if order value over $150 (excl. International Shipping*).
Australian Standard Shipping is estimated up to 3-5 business days for dispatch, 1-5 business days (remote areas: 3-14 business days) for transit.

EXPRESS SHIPPING
Cost: $14.95 OR Free if order value over $250.
Australian Express Shipping is estimated up to 3 business day for dispatch, 1-3 business days for transit to Metropolitan areas or up to 5 business days for remote areas.

*INTERNATIONAL SHIPPING
Cost: Calculated at checkout by Australia Post.

DELIVERY PROCESS
We ship orders between Monday – Friday, during office hours. We are closed on public holidays. We aim to send out your orders as fast as possible. Occasionally there are slight delays, for example when we have released new collections. We do appreciate your patience. Once your order has been shipped, it is in the care of the courier and / or postal service. We are not liable for any errors made by these services. Once you have received your parcel, please open it with care. We cannot be liable for any items damaged during the opening of your parcel.
PROTECTION PLAN
The Buyer Protection plan allows you to relax, knowing your Yarn products are covered from:

­- Life Mishaps
- General Wear and Tear
- Shrinkage, Colour Runs and Fading

We offer 12 month and 24 months options which can be purchased in the cart before proceeding to checkout. If you have taken out one of our care plans or would like to, use the following steps to claim your exchange;

1. Take out a 12 or 24 months plan for your order
2. Get in touch! If you need to make a claim, contact us via our live chat or give us a call on (07) 3506 2894
3. One of our customer service team will assess your claim and contact you back within 1-3 business days.
4. Just sit back and wait for your new item to arrive, free of charge!
FAULTY GOODS
Goods are considered to be Faulty when:

-The item/s arrive already damaged
-The default is disclosed within 2 months
-It is clear that the damage wasn't caused by the receiver

We strive for Quality here at yarn, however on the odd chance you do receive something faulty, please contact us via our live chat or give us a ring on (07) 3506 2894.
WRONG ITEM ORDERED
If you have purchased something and it doesn't quite meet your expectations, as long as:

- The items have not been worn or washed
- The tags are still attached
- The item was received no more than 45 days after the item was received

In the event that your order does not reach any of these credentials, Yarn reserves the right to not approve the return.
CUSTOMER GUARANTEE
We will guarantee refunds if the goods you received:

- Are faulty
- Are unsafe or;
- Do not match the online description

If an Item has been damaged by you (the recipient), or has just suffered from general wear and tear over time, it is not considered eligible for a return unless the purchaser has elected to purchase the "Buyer Protection Plan."

If your order is eligible for a return (as stressed above), simply head over to our returns portal to send it back for a full refund or store credit at no cost to you! You just need to know the order number and the email you used to make the purchase to follow the prompts.


RETURNS:

PLEASE NOTE: The returns process can take a number of days. This includes the time it takes for your returned item to be shipped back to us and then 1-2 days for processing after the delivery has arrived at our warehouse.

What items are returnable?

  • Any item within 45 days of receipt of your shipment (excludes Yarn Gallery artwork)
  • The item must be in original condition, unwashed and unworn with tags attached (you can of course try it on)
  • Yarn Gallery artwork must be returned within 7 days of receipt of your shipment & you must contact a customer representative to arrange associated postage/courier costs.

What items are non-refundable?

  • Free gifts or promotional items
  • Earrings, face masks, quilt covers and sheet sets are unfortunately not eligible for returns due to hygiene and safety reasons. Please note if the item is faulty, it is of course exempt from this rule.

Are there any charges for return?

  • There are no charges for returns
  • Original shipping charges are non-refundable unless you have received the INCORRECT items.

How do I return?

Normal Refunds

Simply enter your order number and email address into the Returns Portal below, follow the screen instructions and select the items you want to return. You will be provided with a free Australia Post return label on completion. Please print and attached it to your return parcel and take to any Australia Post shop.

Instant Refunds

We have partnered with Refundid to offer instant refunds for your online returns. Follow Refundid’s 3 step process to receive your full refund instantly, even before shipping back your items.

    1. Ensure your items are in their original condition, clean and with tags attached

Returns

Please enter your order details to access your refund now

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  1. Enter your details above or click here to receive your full refund instantly and purchase a pick-up or drop-off return shipping label
  2. Ship your items back to Yarn