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Our Store Policies

Read below to learn more and don’t hesitate to contact us with questions!

Frequently Asked Questions

What are the payment options?

PayPal – the most convenient and safest way of making payment online. Our store uses the PayPal payment system, to which you will be redirected in order to make payment. The entire process is fast and secure – you select your bank and complete the payment.

What is the return policy?

We want you to be satisfied with your order, and we're happy to accept returns if you change your mind once you receive your order. We understand that yarn can look and feel different in real life compared to on screen.

REFUND POLICY | REFUNDS / EXCHANGES
If you are unhappy with your purchase please contact me. Naturally, all yarns that are to be sent back to me must be in saleable condition - not unwound, exposed to animals or smelling like perfumes, smoke, etc. - unless damaged.

NOTE: We are unable to offer refunds due to colors not matching what you saw on your monitor, so please contact us by email before purchasing if you need help with a specific hue! Please read about Yarns before ordering.

All items being exchanged must be free of any smells - perfumes, smoke, etc.

Returns are not accepted without prior approval and are subject to a 10% restocking fee. Shipping for any agreed exchanges due to color or buyer error will be paid by the buyer.

Important:
- If there are any residual scents on the item returned we will not be able to put the item back into stock and the buyer will have to pay for return shipping back to them as well.

- Items that are pre-ordered are not refundable as the items will be made to order.

Here is how to return yarn:

  1. You must contact us within 14 days of receipt of your order to tell us you would like to return it.

  2. Pack your undamaged, unused and resealable yarn either in the original packaging, or appropriate new packaging. It must be free of scent or animal hair.

  3. You MUST include a note detailing your order number and the email address used when placing the order.

  4. Ship items back to us within 30 days of delivery.

  5. Post it back to us (address provided upon contacting us), making sure to obtain a proof of postage. It is YOUR responsibility to ensure returned items come back to us. In the event of the returned product going missing in transit, you are to pursue your postage provider for compensation as the product is legally yours until a refund is issued.

  6. Once we have your order back, we will either refund the cost of your original order excluding postage and using original payment method, or post your replacement (this to be agreed when you contact us). Replacement yarn will incur an additional postage charge.

Please note:

  • Items returned from outside the EU must be clearly marked on the customs label as "returned merchandise" so as not to attract import duty / VAT.

  • We can only accept your return if you are the person who placed the original order.

  • SALE items cannot be returned unless faulty or wrongly delivered.

  • Faulty or wrongly delivered items can be returned using the steps detailed above, but can be exchanged for a FULL refund, including postage. This is as long as the fault is not due to misuse, use against our recommendations, or reasonable wear and tear.

What are the shipping rates?

The products are delivered all over the world. However right now shipping is not possible to all countries. Please contact us by mail if your shipping destination is affected and we will try to find a solution.

Shipping costs include postage and packaging cost.

We try to ship within 5 business days of receiving your payment. Unless you purchased a pre-sale item! We always combine shipping, so if you've bought and paid for more than one item and paid more than one shipping charge, the extra charges will be refunded. Once a package has been shipped, we can no longer assume responsibility for the contents and the value contained. If you have not received your package, please contact us for a tracking number. Be aware that between shipping and customs, parcels to the USA, New Zealand and Australia may occasionally take up to a month to arrive.

POLAND

We charge shipping costs on the basis of the value of goods. The parcels are sent via Poczta Polska and Paczkomat.
Up to €100 the shipping is €4,50 flatrate. From €100 the shipping is free.

The parcels are sent via Poczta Polska and national services. Worldwide free shipping applies to orders over €300. For larger packages (above 2kg) we will be contacting you regarding courier services. 

Europe

€12 flatrate via national services. From €300 the shipping is free.

United Kingdom

€12 flatrate via Royal Mail. From €300 the shipping is free.

Please note your package may incur import charges.

North America, Australia and New Zealand, Asia

€15 flatrate via national service. From €300 the shipping is free.

Please note your package may incur import charges.

Other Countries

€20 flatrate via national service. From €100 the shipping is free. We recommend contacting us regarding courier services.

Please note your package may incur import charges.

Do I pay any duty on my purchase?

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

How long is the waiting time for your order since it was dispatched?

DELIVERY PERIODS

Estimated shipping times for Poczta Polska

  • Poland: 2-3 working days

  • North America: 5-8 working days

  • Europe: 5-8 working days

  • Australia, New Zealand and Oceania: 5-8 working days

  • Asia Pacific: 5-8 working days

  • Latin America and the Caribbean: 6-10 working days

  • North Africa and the Middle East: 6-10 working days

  • Sub-Saharan Africa: 6-10 working days

We'll do our best to meet these shipping estimates, but cannot guarantee them. Finally, worldwide shipping delays are to be expected at present time (due to COVID pandemic). 


Please note that deliveries are not made on Saturdays, Sundays and other holidays.

Our Privacy Policy

Personal data supplied to us by customers is processed by us within the scope of the permission given by them and in accordance with the law, in particular the Act of 29 August 1997 on personal data protection (Dz.U. no. 133 item 883 as amended). We store customers’ personal data on servers which ensure the complete security of the data. Only authorized employees of the Store have access to the database.

Every customer who has supplied their personal data to us can obtain full access to their data for the purpose of verifying it, modifying it or demanding its deletion.

The store does not convey, sell or lend its collected customer personal data to third parties, except with the explicit consent or at the request of the customer or at the demand of legally empowered state authorities in connection with ongoing proceedings.

Our Store also makes use of Internet cookies. These files are stored on the customer’s computer by our server, and supply statistical data about the customer’s activity in order to offer products matched to the customer’s individual needs and tastes. The customer may at any time disable the “accept cookies” option in their Internet browser, although it should be remembered that in some cases disabling this function may make it more difficult to shop at our Store.

We would like to draw your attention to the fact that, if we place links on our Store’s pages to other websites not administered by us, we cannot be responsible either for the content of those sites or for the level of privacy protection provided by the administrators of those sites. When deciding to navigate to such a site, the customer does so at his or her own risk. We encourage customers to read such a site’s privacy policy before supplying his or her personal to that site.

We send advertising and promotional materials to customers only if they have consented to our doing so. This applies in particular to the newsletter sent to customers if they have confirmed by clicking the link clearly indicated by us as serving to agree to receive the newsletter about current promotional offers, discounts and new products in our Store. These materials relate only to the products offered by our Store.

Please send any questions, applications and suggestions relating to the protection of your privacy, and personal data in particular, to contact@cecilygroveyarns.com.