Service Policies
Refunds, Returns and Replacements:
Should an item you have ordered be out of stock, we'll send you a friendly email with a few options: swap out, wait, or refund.
If there is something wrong with your yarn, let us know! We will be happy to exchange faulty items. However as with all hand dyed yarn, the product is subject to inconsistencies of colour. If you have opted to have skeins wound into cakes, there are no refunds, returns or exchanges.
Should you order a colour and discover you despise it in real life, we are happy to return and exchange so long as it retains the band label and has not been wound into balls. You will need to ship the item back, and cover payment for return post.
If you have any issues with your Knit Pro needles, please email shop@hollandroadyarn.co.nz for resolution.
Order Cancellations:
If you change your mind after the order has been placed but prior to shipping, we will happily provide a full refund. Class cancellations will be refunded in full if we are advised three days prior to the class. Class cancellations in the three days leading up the class, or on the day, will generate a 50% refund. Class no-shows will not obtain a refund.
Privacy:
We won't give your personal information to anyone, because that sucks for everyone. There is a high chance we will squish your yarn and give it cuddles before it leaves the shop though.
Terms of Service:
We aim to ship within 3 days of your order arriving with us.
We currently use both New Zealand Couriers and NZ Post, who are both awesome. If you have not received your yarn within 5 working days of receiving notice that your order has shipped (NZ) or 10 working days (international) please email shop@hollandroadyarn.co.nz so it can be investigated. Any local Customs and Duty charges for orders placed from outside of New Zealand are the responsibility of the person receiving the goods.
All couriered orders are tracked. If you would like your order to be tracked and require a signature, please let us know.
