Before contacting us, please look at our frequently asked questions page; maybe the answer to your question is there!
BEFORE ORDERING
Can I order yarn or other knitting products by phone?
Of course, it is possible to order by phone at +1 551-655-9973 or +1 450-653-9099 for delivery or pick up at the store and choose the correct extension. However, we suggest you first shop on our online site to avoid mistakes when ordering.
Can I get additional information about a product?
Yes, click on the product picture to see the description and a larger image. If you need more information than what appears on the product, you can call us at +1 551-655-9973 or +1 450-653-9099
Will the yarn I receive be the same color as the one on the website?
We work very hard to ensure that the colors we send you are as similar as possible to the picture. However, we work with hand-dyed yarns, so the dye may not be absorbed the same way from one time to the next. Also, the lighting on the screen may impact the difference in your yarns. Therefore, if you feel the yarn you received does not look like the one in the picture, do not hesitate to call us at 450-653-9099 #1
How can I use my Bis-Points?
Click on the REWARD POINTS ICON on the bottom right of our website to find all the information about WAYS TO EARN and WAYS TO REDEEM.
Earn and redeem your Bis-Points in store and online to get free patterns or cash back on your orders 🪙🪙🪙!!
Will you wind my skeins?
Of course! We will be happy to wind your yarn free of charge. You just need to ask by adding a note to your order at checkout.
What happens if I choose a product that is not available?
We work very hard to keep our inventory accurate, but there may be some quantity discrepancies. If a product is unavailable, you will receive a call/email to notify you of the inventory shortage. You will be informed when the item is expected to be available and will be offered a replacement color/item. You will, of course, have the option of getting a refund for the missing item.
ORDERING PROCESS
Can I cancel my order online?
Once your order has been paid for, it will be processed, so it is important to call +1 551-655-9973 or +1 450-653-9099 #1 as soon as possible so that we can find your order and proceed with the cancellation.
What should I do if there is an error in my order?
Although we work very hard to avoid order errors, they may happen. You can contact us at +1 551-655-9973 or+1 450-653-9099 #1or by using thisform here.
AFTER ORDERING
How to care for hand-dyed yarns
You can find all washing care information HERE.
I just ordered a knitting pattern. How long will it take for me to receive it?
After placing an order for a digital file, like a knitting pattern, you will instantly receive a link to download the file on the final checkout screen. Additionally, you will also receive this link via email. Please remember to check your spam folder if you are unable to find the pattern in your inbox.
All patterns you have ordered on our website are also available in your account for future access.
I need help with one of your pattern, can you help me?
We will be happy to assist you on any pattern ordered on our website. Please use the contact form and select "question about a pattern" so one of our teacher will get in touch.
