Returns and Refunds
What is the return policy?
Please contact us via email at studio@freiafibers.com before returning your item. Yarn can be returned or exchanged for an item of equal value within 30 days as long as items being returned are in new, sale-able condition. Buyer is responsible for return shipping. If you receive a defective item, please contact us for a replacement within 2 weeks of purchase. Knitting needles, sale yarn, gift cards, downloads are not returnable/refundable.
To complete your return, we require a receipt or proof of purchase. If you can’t find a record, don’t despair, we will find it if you bought it from us, but it helps if you do have it. If we don’t have a record of your purchase then it was purchased elsewhere and you will need to return the item to where it was purchased.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, please allow 5 business days for your bank to process the refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at studio@freiafibers.com.
Exchanges
If you need to exchange an item, send us an email at studio@freiafibers.com and send your item to:
Freia Yarns
60 Roberts Drive, Ste 204
North Adams, MA 01247
Shipping Returns
To return your product, you should mail your product to:
Freia Yarns
60 Roberts Drive, Ste 204
North Adams, MA 01247.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost in shipping.
Shipping
We ship Monday-Thursday. Packages ordered Thursday afternoon through Sunday night will be shipped Monday. Please be aware that we are a small dye house and not all items are in stock all of the time. If we expect a delay of more than a week to ship your order we will email you to confirm that this is still acceptable to you. Shipping is automatically calculated prior to submitting your payment information. Orders ship out via USPS First Class or USPS Priority. If you need shipment by another method please contact us at studio@freiafibers.com to make other shipping arrangements. Most orders shipped within the US arrive within 3-7 business days.
Local Pickup
Shipping addresses within the Berkshires, MA will be given the option of local pickup. The studio is generally staffed between the hours of 10-4 weekdays and 10-2 on Saturdays. We are located at 60 Roberts Drive, Ste 204, North Adams, MA 01247. You can find a map here.
International Shipping
We ship all international packages via First Class Mail by default. First Class Mail takes between 2 to 6 weeks and will vary by destination. International packages cannot be tracked once they leave the country. Please note – you are responsible for any customs or duties imposed by your home country. You can estimate your total cost of import here: http://www.dutycalculator.com/new-import-duty-and-tax-calculation
Wholesale Orders will ship via UPS – or best value method available. We will contact you if actual shipping costs vary greatly from what was billed with your order, or refund you automatically if there was an overpayment – UPS prices change daily and prices shown with your order are only estimates. We aim to ship wholesale orders within 1-3 business days, barring travel for shows. You will be notified of any unexpected delays.