Refund policy

RETURNS and REFUNDS:

We aim to get your order ready as quickly as we can. We are aware that Australia Post is experiencing a significant increase in parcel deliveries and this may result in slower than usual delivery. If you feel that your parcel is overdue, please get in touch ASAP so we can follow up with Australia Post to check where your parcel is.

Please be aware that a shipping delay does not qualify you for a refund if you don't get in touch and allow us to follow up with Australia Post first.

Please inspect the goods on their arrival and if you believe we have made a mistake in fulfilling your order or goods are defective, please contact us within 5 days of delivery.
 
Please choose carefully, as we do not offer a refund or exchange on orders that have been fulfilled correctly. We cannot offer returns on Knit Kits which include a pattern download. 
 
We cannot accept any returns without prior discussion via e-mail with our office at sales@iwoolknit.com.au.
 
Due to the nature of print stock (patterns, books, diaries, planners & magazines etc.) we cannot accept returns so please choose carefully.
 
Specials, discounted items and needles are not returnable.
 
We do accept returns of yarn for exchange or refund if we have made a mistake in fulfilling your order, provided the goods and packaging are in as new condition and are returned within 30 days of purchase. We cannot offer any refund on yarns sold in a sealed package once that package has been opened or any yarns that are not in an as new condition.
 
We take care to provide you with an image of yarn shades that is as close as possible to the shade of the actual yarn.
 
However, we cannot verify that the shades displayed on your home screen are a true representation of the actual yarn shade. Shades shown may differ from the actual shade due to screen resolutions, slight differences in individual dye runs and other reasons beyond our control.
 
Therefore, differences in shade between what you see on your screen and the actual product will not qualify for a refund or return unless we have made a mistake and sent you a wrong product.

We do our best to ship yarns from the same dye run whenever possible. However, we cannot guarantee that we always have the amount of yarn you order available in the same dye run, in which case you may receive yarns from different dye runs. Receiving yarns of the same colour from different dye runs will not qualify for a refund or return unless we have made a mistake and sent you a wrong product.

You must provide a copy of your receipt or quote your order number for the items being returned. The customer is responsible for the cost of returning goods.
 
Return Shipping
To return your product, you should mail your product to:

P.O. Box 9097 Harkaway VIC 3806 Australia
 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
 
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
 
If you are returning an item over $75, you should consider using a trackable shipping service with signature or purchasing shipping insurance. We do not guarantee that we will receive your returned item.