Returns Policy

 

At Skein Sisters, we want you to be happy with your purchase

We accept returns within 60 days of your order being dispatched on stock items (does not include Madelinetosh dyed-to-order yarns, see below).

To return an item:

  • Call us on 02 9554 7444 or email to discuss first.
  • We do not accept returns on sale items.
  • Gift vouchers are not redeemable for cash. Any refund on a gift voucher is made to the purchaser via the method used to initially make the gift voucher purchase.
  • For class cancellations, please see our Classes FAQ
  • Products must be accompanied by a copy of the original receipt together with your contact details - phone number, email and delivery address, and the reason for the return.

Conditions:

  • All return items must be in resaleable condition, unless it was faulty or damaged.
  • It must be in its original packaging and unopened.
  • We cannot return yarn if it has been wound from a skein into a ball.
  • Return postage is the responsibility of the customer
  • We do not accept liability for returned goods lost or damaged in transit and recommend using a recorded delivery service.
  • Delivery/postage costs will not be refunded. If a parcel qualified for free postage, the standard postage charge of $10 will be subtracted from the cost of the yarn being refunded. 

Incorrect items: If your order is incorrect, please contact us. The correct items (if available) will be sent at no additional cost, with a return postage bag to send the incorrect item back to us. 

Damaged items: Please be sure to carefully document any damage to the package and contact us immediately. Replacement items (if available) will be sent at no additional cost.

Lost in transit: Our parcels are sent using Australia Post e-parcel or Sendle and while all care is taken, we cannot be held responsible for lost or uninsured packages or if an incorrect delivery address was supplied at the time of order.

Differences in colour: While we take every care in photographing our products to ensure a reasonable accuracy in the depiction of colour and texture of the yarn, due to the differences in the calibrations of individual monitors, we cannot guarantee that the colour on your screen will be an exact match to the colour of the yarn. If we can assist you in matching or describing colours, please don’t hesitate to contact us.

Madelinetosh Dyed to Order We are unable to refund any Madelinetosh yarn that has been dyed-to-order due to a change of mind. Refunds will only be given if the yarn is faulty. If the colour differs slightly from the image, it is not considered a fault. Due to the differing nature of each base and the process of hand-dyeing, colours will vary from base to base. All coloured yarn images supplied by Madelinetosh are on the Tosh Merino Light base and are to be used as a colour reference only.