WHERE IS PLUCKY YARN SOLD?
Plucky Knitter is primarily an online business selling yarn through our website to customers around the world. In addition, we occasionally sell our yarn at our own studio space with Pop-Up shops, Knit Nights and other special events, plus, at trunk shows and trade shows held around the country and abroad. From time to time, we will also sell our yarn through a small number of carefully selected yarn shops in the U.S. and internationally.
HOW DO I ORDER PLUCKY KNITTER YARN?
To order from us online, simply go to the Shop tab on our website and choose from two drop-down options:
Ready-For-You is our 24/7 shop featuring a curated collection of bases and colorways that are only available here and will be updated seasonally. In addition, there is a rotating selection of various surprise offerings from our catalog of bases and colorways*. Typically, items purchased will be shipped within 4 business days. However, due to circumstances beyond our control related to the COVID-19 crisis, there will be shipping delays despite our best efforts.
Dyed-For-You features yarn that is available for pre-order, and thus is dyed especially for you! This selection will feature various bases and colorways based on what we have announced for that week. Be sure to follow us on social media and sign up for our e-newsletters to stay posted on these occasional and ever-changing offerings. These sales are usually live over the weekend for customers’ shopping convenience and typically will ship within business 21 days. However, due to circumstances beyond our control related to the COVID-19 crisis, there will be shipping delays despite our best efforts.
*Please note that because of the nature of these types of offerings, it may not be possible for multiple skein orders to match as closely as those that are dyed to order but if we find them to be so different that we would not use them ourselves (while alternating of course!) we will make every effort to reach out to you before they are shipped.
CAN I MAKE CHANGES TO MY ORDER AFTER IT IS PLACED?
We are happy to accommodate changes made to a Dyed-For-You or Ready-For-You order within 1 business day from the time you place the order. If you have placed an order and would like to request a change, please send an email to email@example.com and include your name and order number. We will do our best to aid you in making changes as quickly as possible.
DO YOU OFFER WINDING SERVICES?
Unfortunately, winding is not a service we are able to offer at this time.
WHY DOES MY YARN LOOK DIFFERENT THAT THE PHOTO ON THE WEBSITE?
All of our skeins are hand dyed and each one is unique in its own way, regardless of being the same colorway and name. We do our very best to match skeins from the dye lot for you, however we strongly recommend alternating skeins when knitting a multi-skein item to avoid pooling or flashing. In the photos you see just a small portion of each skein. So although the skein you receive may not look exactly like the photo, as they are all unique, it will have the same color and have been dyed in the same style as the photo. That is the beauty of hand dyed yarn and also the beauty of many various blends of fiber. While we try our best to have photos available that represent the colors accurately, each computer/ mobile device screen varies in color. Feel free to email customer service if you have any questions regarding the colors or photos.
WHY DOES MY YARN BLEED/RUB COLOR OFF ON MY HANDS?
Our yarn is hand dyed with professional acid dyes. We do our best to rinse them thoroughly, although some of our custom milled blends and custom colorways are prone to bleeding for their first few washes. All yarn is dyed and stored in a smoke-free, dog friendly environment.
CAN I RETURN MY ORDER?
Absolutely! We will accept yarns purchased from us directly that remain in their original sale condition (unwound with original label) within 30 days of receipt of your package.
Returns can be mailed to:
Plucky Returns, 362 Haynes Loop, Hastings, MI 49058
Please include in your package the packing slip for the order as well as a note stating your preference for either a refund (credited back to the original method of payment) or store credit which can be used on a future order. If you no longer have your packing slip, please contact us and we can assist in locating the details needed. When your return has been received and verified as a viable return, you will receive an email confirmation with a note explaining the method of reimbursement. Please note that the amount of time it takes for credited funds to become available can vary depending upon the original method of payment. Original shipping fees are not refunded nor is Plucky responsible for additional shipping fees incurred to return the product or for returns lost in transit. Items returned for refund that are not in resellable condition will be declined and you will be notified about the option to have the yarn shipped back to you at your expense.
WHAT SHOULD I DO IF THE CONTENTS OF MY PACKAGE ARE INCORRECT?
We strive to ensure the accuracy of your order when it ships but if we have made a mistake on your order (e.g., incorrect base, additional skeins, etc.), we will certainly make it right for you. Please note: You must notify us within 14 days after receipt of your package so that we may document the return accordingly.
WHERE CAN I FIND PHOTOS OF YOUR COLORWAYS AND CUSTOM BASES?
Photos of our colorways and bases can be found on our website’s Yarn Page or by using our mobile APP! Please note that while we make every effort to keep our website and APP up to date, we introduce new colorways frequently and sometimes we introduce those colors in the Ravelry threads before we update the website.
**Color variances. We want you to be pleased with your Plucky purchase. We do our best to represent our colorways being sold as accurately as possible and to communicate the variances between bases (e.g., Traveler vs. Bello vs. Scholar etc.). We can’t be responsible for the variances resulting from different monitors, lighting, devices, etc. Each of our skeins is dyed by hand in small batches. Because the yarns are hand-dyed, we may not be able to reproduce a colorway precisely the same as it may be pictured or match it from one batch to another. There are many things beyond our control that can cause the same yarn to take the same color differently unless each skein is dyed under the same exact conditions.
I PLACED MULTIPLE ORDERS CAN YOU COMBINE SHIPPING?
When possible, items from multiple orders will be combined into the same package. This helps to reduce the number of packages sent to you, so you receive fewer packages and have less packaging material to dispose of when you receive your orders. Combining items from multiple orders into a single package won't change the amount of shipping you pay for each order. You'll be charged separate shipping charges for each of your orders. But you will not be charged more than the total amounts quoted at checkout for all orders.
DO YOU SHIP INTERNATIONALLY?
Yes. We are very happy to ship internationally!
I PLACED AN ORDER. WHERE IS MY RECEIPT?
Your email from PayPal or Stripe, our credit card processor, serves as your receipt. We don’t issue any other receipt or correspondence for orders placed through our website. Please keep the email receipt for your order until you have received and inspected the items. Please note: You may review your order by logging in to your online account through our website.
I PLACED AN ORDER. HOW WILL IT BE SHIPPED?
Domestic orders. We use both USPS and UPS. Generally, larger domestic orders (four or more skeins) are shipped via UPS. But we may choose one carrier over the other at any time.
International orders. International orders and those that cannot be shipped by UPS (or would be cost prohibitive to do so, for example, APOs, PO Boxes, AK, HI, etc.) will be sent via USPS.
I PLACED AN ORDER. WILL I RECEIVE A SHIPPING OR TRACKING NOTICE?
Our shipping software will send a notice (to the email address used when placing your order) to let you know that your order has shipped! Once the label has been generated and the package handed off to the carrier we are not able to make any changes to the information provided.
I AM A NON-U.S. CUSTOMER. WHO IS RESPONSIBLE TO PAY TAXES, LEVIES, AND DUTIES ON MY ORDER? Plucky is not responsible for any additional charges that a non-U.S. customer may incur as a result of customs’ duties, taxes (including value-added tax), and the like. These charges are the non-U.S. customer’s sole responsibility.
WHAT IF MY YARN HASN’T ARRIVED?
Shipping problems can happen. Although we make every effort to get your yarn to you as quickly as possible, sometimes things happen that are out of our control. If you have any questions, please email us at firstname.lastname@example.org. (NOTE: Please do not make inquiries on the Ravelry boards, through Facebook, Instagram or PMs. It is impossible to give your inquiry the attention it deserves unless you contact us directly.)
DO YOU OFFER SHIPPING INSURANCE?
We are happy to let you know that we do! While each parcel comes with the standard insurance (up to $50) we also have an option when checking out to select additional insurance for $2.95 that will guarantee replacement offerings if a package has gone missing.
IS IT POSSIBLE TO BUY AN ENTIRE KIT THAT INCLUDES A PATTERN ALONG WITH THE YARN?
Yes! Plucky is pleased to occasionally offer kits featuring other talented designers, as well as Plucky designs, all paired with Plucky yarn. If a pattern is included with a kit, we will send a download code to the email address used to place your order. Sign up for our e-newsletter for kit sale announcements
WHERE DOES YOUR YARN COME FROM, AND HOW IS THE FIBER OBTAINED?
Our fibers originate from several places — both domestically and internationally. They are custom-blended to Plucky’s specifications and make their way to our studio here in Michigan where they are hand-dyed. We work with mills that meet our standards of excellence.
I HAVE A QUESTION OR CONCERN THAT ISN’T ADDRESSED BY THESE FAQs. WHAT IS THE BEST WAY TO CONTACT YOU?
Please address all inquiries to email@example.com. We will do our best to respond to your inquiry within two business days.