Refund policy
Exchanges (In-store and Online)
If you no longer wish to keep the product purchased in-store or online, you may exchange the item within 14 days, in its original re-sellable condition and packaging, for another item of equal value or store credit. The customer is responsible for the return postage or returning the item in-store. You must inform us via email before returning the item. We cannot be liable for returned goods lost or damaged in transit. Please ensure that you use a recorded delivery service and insure the items for their value.
You can also sign into your customer account to submit a request for an exchange or store credit. You can find your customer account here: https://account.thelittleyarnstore.com
EU Right of Withdrawal (Online Orders Shipped to the EU)
If you are a consumer in the EU and bought from us online, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
The easiest way to exercise your right of withdrawal is through your customer account at https://account.thelittleyarnstore.com — navigate to the relevant order and submit a cancellation or return request. You will receive a confirmation once your request is submitted. You may also notify us by email at hello@thelittleyarnstore.com.
We will refund all payments received, including standard delivery costs, within 14 days of receiving the returned goods, or from the date you provide proof that you have sent them, whichever is earlier.
Return shipping for withdrawals is at the customer's expense.
The general exchange exemptions further below apply to our standard exchange policy, not to the EU right of withdrawal. For EU online orders within the withdrawal period, the other items we can exclude are custom, made-to-order or personalised items, and digital downloads where the download has begun with your prior consent. For items returned in a diminished condition due to handling beyond what was necessary to inspect them (for example, a hank wound into a ball), we may reduce the refund to reflect the loss of value rather than refuse the return.
Uncollected Pickups
Orders that have not been collected in-store within 30 days of being ready for pickup will be cancelled, and the item returned to stock. A $15 restocking fee will be deducted, and the remaining balance will be issued as store credit. If you require alternative arrangements, please contact us before the 30-day period expires.
Dye Lots
Please confirm dye lots prior to purchase, as we cannot guarantee quantities of specific dye lots. We also do not confirm dye lots on items purchased on sale or with a discount code.
Items Exempt from Exchange
The following items are exempt from our standard exchange policy. For EU online orders, please see the EU right of withdrawal section above, which takes precedence.
- Products purchased in a sale, pre-order, or as a custom order
- Yarn wound into a ball from its original condition, e.g. hanks
- Printed products, e.g. patterns, magazines, and books
- Knitting needles and/or crochet hooks
- Items purchased using a gift card
- Gift cards
Events and Classes
For events and classes, including, but not limited to, social hours and one-on-ones: for classes cancelled within 24 hours of the class, no exchange or store credit will be offered. For classes cancelled with more than 24 hours' notice, a store credit will be provided.
Consumer Guarantees
If a repair, replacement, or refund is required, or compensation for damages or loss is necessary, your case will be reviewed, and a resolution will be provided in accordance with consumer rights and guarantees under the Australian Consumer Law.
Delivered Packages
Please note that compensation is unavailable for the loss of packages deemed ‘delivered’ by our carriers. These losses may include, but are not limited to, packages left when an ‘authority to leave’ is in place, or an incorrect delivery address has been provided. Please contact us as soon as possible if you have any concerns regarding your purchase.