Do you need help or do you have any questions? We can help you! On this page you will find the answers to the most frequently asked questions. You can also go to the DIY section below. If you have a question that is not answered on our website, you can reach us by phone, live chat or email. GO DIRECTLY TO:
When you have found all the items you want to purchase you put them in your cart and proceed to the checkout. Step 1: fill out the form with your personal details. Step 2: check the box 'bank transfer'. As soon as this box is checked, information on how to proceed wil appear for the final step. Step 3: please transfer the amount required to the following account within 7 days: Accountholder: Yarnplaza.com Bank: ING Bank IBAN: NL09INGB0004372812 BIC: INGBNL2A
3. How can I return my purchase?
It is possible to cancel any order within 14 days after the purchase. We call this the ‘cooling-down period’, and it allows you to cancel an order without having to provide a reason for doing so. The 14-day term starts the day after receipt of the ordered product(s) by or on behalf of the customer. After this term the purchase is definite. If you want to return a product, please contact our customer service by email and tell them you want to return your purchase. Return the unused and undamaged product with all accessories and the original receipt in the original packaging. The product is only allowed to have been opened or used to such an extent as was necessary for you to determine whether you want to keep it or not. More information on our return policy can be found here.
4. I have a question about knitting, crocheting or a pattern. Can I ask you for advice?
Yarnplaza.com also answers questions and offers advice about patterns or kits. You can contact us by email. We will help where we can.
5. Does Yarnplaza.com have a brick-and-mortar shop where I can see the yarn? It's difficult sometimes to get a good impression over the Internet.
Here at Yarnplaza.com we do all we can to put the clearest pictures online, to guarantee that what you see is what you get. It is also possible to visit our Inspiration Center in Zaltbommel, The Netherlands.
6. How can I download a pattern?
If you have ordered a free pattern, you can download this from your own account. Log in and go to ‘My Account’. Under the header ‘My Downloadable Products’ you can find the pattern available to download.
7. I'm looking for a specific dye lot, how can I order this?
Due to the automation of our warehouse, it's unfortunately not possible to check for a specific dye lot.
8. When is my order being shipped?
You can find an overview of the current delivery times here.
9. The product that I want to order is temporarily out of stock, but it is in my cart. What happens to my order?
It is definitely possible to place your order! Sometimes we have receive a shipment which is not yet processed in our stock system. If that is the case, the website indicates that the order will be placed in a back order. However, the products are in stock. When a product is not in stock, we aim to contact you within 24 hours by email or phone to try and work out a solution.
10. What happens if a product is out of stock?
When our website indicates that a product is temporarily out of stock, it could be that a shipment is not yet processed in our stock system. You can just place your order. When a product is out of stock, we aim to contact you within 24 hours by email or phone to try and work out a solution. Do you have questions about the stock level of a products? Please contact us by email.
11. I have placed one order, but I have received 2 confirmation emails. Is this right?
Yes it is. If you place an order, our system will send an automatic confirmation of your order. After paying for your order, you will get another automatic payment confirmation email. These two emails are about the same order.
12. Can I change a placed order?
Recently placed and paid orders cannot be changed. Your order has been sent directly to our warehouse for processing and shipping as soon as we received your payment. Please contact our customer service to see if there are any other solutions.
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