Customer Service Policy

Customer Service Policy


At our online store, we prioritize your satisfaction above all else. Our dedicated customer service team is committed to providing prompt, friendly, and helpful support for all your crafting supply needs. This policy outlines the scope of our services and how you can reach us for assistance.

1. Contact Channels & Response Time


We offer multiple convenient ways to get in touch with our team:

  • Email Support: Send your inquiries to our customer service inbox, and we will respond within 24 business hours on weekdays (Monday–Friday).
  • Live Chat: Access our live chat feature on the website during business hours for real-time assistance with order questions, product details, and shipping updates.
  • Contact Form: Submit your requests via the online contact form on our site, and we will follow up with you within 24–48 business hours.

Note: We do not provide support on weekends or public holidays. Inquiries received during non-business hours will be addressed on the next working day.

2. Order-Related Support


Our team is ready to assist with all order-related concerns:

  • Order Tracking: If you have not received a shipping confirmation email with a tracking number within 3 business days of payment, contact us for a status update.
  • Order Modification & Cancellation: You may request to modify or cancel your order before it is processed and shipped (within 1–3 business days of payment). Once your order has been dispatched, modifications or cancellations are no longer possible.
  • Delivery Delays: If your order does not arrive within the estimated 6–12 business days delivery window, reach out to us, and we will investigate the status with our logistics partner and provide a resolution promptly.

3. Returns & Refund Assistance


We aim to make the return and refund process as smooth as possible for you:

  • Return Request Guidance: Our team will provide a designated return address and step-by-step instructions once you initiate a return request for eligible items (unused, unopened, undamaged items within 60 days of delivery).
  • Refund Status Updates: After we receive and inspect your returned items, we will notify you of the refund approval via email. If you do not receive your refund within the 5–10 business day processing window, contact us for a status check.
  • Defective or Incorrect Items: In the event you receive a defective, damaged, or incorrect item, contact us immediately with photos of the item and packaging. We will arrange for a free replacement or full refund without requiring you to return the faulty merchandise.

4. Product Information Support


Our customer service representatives are knowledgeable about our full range of yarns, knitting & crochet accessories, and can provide:

  • Detailed product descriptions, including yarn material, weight, and color options.
  • Recommendations for products that match your crafting project needs.

5. Additional Service Commitments


  • We do not charge any hidden fees for customer service support or return processing.
  • All communications with our team will be conducted in clear, straightforward language, with no misleading information about our products or policies.
  • We respect your privacy and will never share your personal information with third parties for marketing purposes without your explicit consent.

6. Policy Updates


We reserve the right to revise this customer service policy as needed. Any updates will be posted on this page, and the revised policy will take effect immediately upon publication. For the most accurate information, we recommend reviewing this policy periodically.