Shipping & Returns
Shipping:
I offer worldwide shipping via tracked shipping. If for some reason you did not find your country in the shipping list, please contact me: coloredyarn2014@gmail.com
Your orders are sent via UkrPoshta tracked shipping and your country's tracked courier service (both may take from 14 to 28 business days to arrive).
If you need your item sooner please message prior to ordering and we will do our best to accommodate your request. We always try to dispatch your order as soon as possible. Express shipping is available worldwide (5-7 business days). Additional cost for express delivery is paid by the buyer.
Shipping prices are calculated according to the size and weight of your order and the address of the ship. To calculate the prices of shipping please add the items that you wish to purchase to your cart. An instant quote can then be provided in the shopping cart, simply enter your shipping address details into the estimated shipping price section.
All items are tracked and tracking details will be emailed to you once your order is shipped.
Please keep in mind that delivery timeframes are not guaranteed at this time by any carrier. Delays in delivering international mail do happen from time to time, so allow extra time for them to arrive, it should be delivered within 30 days. Parcel is considered lost after 60 days. All late or undelivered parcel queries will be resolved once the 60 days have passed. During busy times like Christmas deliveries to the USA and Australia might take up to 45-60 days, due to custom delays, please bear this in mind. Luckily missing parcels happen on rare occasions and we are always here to support you in case of any queries.
Additional duties and taxes may apply once the item arrives which are the responsibility of the recipient. We are unable to mark international orders as a gift as a way of bypassing or reducing customs fees or taxes. For more information about your countries custom policies, please contact your local customs office, the service provider or check your government website for the tax/fees details.
Processing Time:
'Ready to ship' items will be dispatched within 2-3 business days.
'Made to order' items will be dispatched within 3-7 business days.
If products with different processing times are ordered or pre-ordered, they will be shipped once the product with the longest processing time is completed. If you wish to receive any of the items earlier, another postage charge will need to be covered by the customer.
During SALE event processing might take up to 10 business days.
Business days are Mon-Fri, excludes Weekends and Bank Holidays
We will make every effort to dispatch your order in time, however occasionally delays can occur. We will always keep you up to date by email or phone if there has been any unexpected delays in sending your order.
Incorrect Address:
We pride ourselves on dispatching your order as quickly as possible so it is important to check all your details are correct before proceeding with your purchase. If you have made a mistake with your address or delivery instructions, please contact us IMMEDIATELY so we can amend them before your order is shipped. If your order has already been shipped we will do our best to assist you however in most cases you will need to contact the courier directly to attempt to update the details. If this is not possible then the item will most likely be returned to us and we will then contact you to arrange shipping to the correct address (additional shipping charges will apply).
Damaged Goods:
We put a lot of love and care into packing our items and make every effort to ensure your purchase will arrive safely. It is your responsibility to open and check each item upon receiving your order to confirm that all items are correct and there is no damage. If for some reason your item/s arrive damaged, please let us know ASAP by emailing us: coloredyarn2014@gmail.com. Even if the item appears ok and it looks like the damage has only occurred to the packaging, please contact us regardless as some damage can still occur and make the item unsafe for use. Failure to report a damaged package or item within 48 hrs of receiving it will mean you have accepted the goods and no replacements will be issued. Please include photos in your email of your damaged item/items as well as proof of purchase so that we can assess the damage, contact the service provider and take appropriate action. The damaged item/items will then need to be returned safely to us. Please ensure that the item is packed safely (ie. bubble wrapped and in a sturdy box) as we cannot accept items that are not packaged appropriately and damaged further during transit. Once we have received the item/items we will contact you to resolve it.
Undeliverable Items:
If a package has been returned to us marked undeliverable, we will contact you as soon as possible to arrange a re-delivery. If we don't hear back from you or are unable to contact you after several attempts, we will refund you the original purchase price of the item/s. Shipping costs are non-refundable and any additional shipping will be at the expense of the customer.
Eco Packaging:
Our aim is to be as environmentally friendly as possible, so we make every effort to limit our use of unnecessary packaging and only use recycled or recyclable packaging materials. We also avoid printing documents unnecessarily which is why we don't include a copy of your invoice with your order. A copy of your invoice will be included in your order confirmation email.
I will always ensure to get your orders shipped to you as soon as possible. If you have any concerns please contact me at coloredyarn2014@gmail.com and I will be happy to help.
Damage During Transit:
Please ensure you check all items are correct and there is no damage as soon as you receive your order, even if it is a gift.
Failure to report any damage or faults within 48hrs of receiving your purchase will result in you having accepted the items and you will no longer be eligible for a refund, return or exchange. We also cannot be responsible for any breakages that occur once the toy has been played with.
Please contact us via email at coloredyarn2014@gmail.com PRIOR to returning your item/s and include your receipt or proof of purchase and detailed images of the damage or fault. Please note that shipping costs are non refundable and any additional shipping charges are at the customers expense.
Once your return is received, we will contact you via email to notify you that we have received your returned item/s and include further details regarding your replacement or store credit.
Unfortunately we cannot offer an exchange, refund or credit on sale items unless the item/s are deemed as faulty.
Faulty items do not include items that have slight variances to the item pictured on our website. All of our products are handmade and by purchasing a handmade item you understand that the size, color and finish will vary slightly from product to product.
We reserve the right to refuse any returned item/s that have been purposely damaged, damaged during transit or if they are not in new condition and in the original undamaged packaging.
We ask that you return your item/s using trackable postage methods, as we cannot accept responsibility for items that are not received and that are unable to be traced.
Please make sure that you pack your items safely (eg. in bubble wrap and in a sturdy cardboard box) to ensure that they do not get damaged on their return to us, as we cannot accept items that have been damaged during transit.
If your item is deemed as being faulty we will offer you a replacement, store credit or refund (less shipping).
Shipping costs are non-refundable.
Returns:
Each ColoredYarn toy is individually handcrafted so there may be a slight variation from piece to piece, this is what makes these toys unique. Please choose your items carefully. You will find detailed descriptions, measurements etc in each product on our site, however if you are still unsure about something please contact us directly for further clarification. We want to ensure that you are completely happy with your purchase and are more than happy to assist you wherever we can with more information, images etc.
If you happen to change your mind and want to return your purchase, please contact us within 14 days of receipt so we can arrange this with you. Items must be returned at the cost of the customer, unused, in original packaging with all tags etc still attached. Once the item is received we will then contact you to confirm the return and arrange a replacement item or credit, less postage fees. Replacement items will incur an additional postage fee.
After 14 days from the date of confirmation of receipt, the product is considered accepted and cannot be returned or exchanged.
If you happen to receive an item/s that are faulty please contact us immediately via email (coloredyarn2014@gmail.com) and include your proof of purchase and images of the fault. We will then arrange for the item/s to be returned to us. Please include all original packaging and tags. We will contact you as soon as your item is received to arrange a replacement or credit or refund. If you don't contact us within 5 days of receiving the faulty item, you will result in you having accepted the goods and you will no longer be eligible for an exchange or credit.
Cancellations:
If you wish to cancel an order that has not been shipped yet, please notify us ASAP. If the item has already been shipped we may attempt to intercept it if possible, if we are unable to intercept the shipment you will need to return the item to us at your expense once you have received it.
Restocking fees and/or processing fees may apply to order cancellations. This will be communicated with you.
Once your order has been canceled, we will email you to confirm this and include details of your store credit or refund.
Cancellations cannot be processed on goods on sale or during a sales event and custom orders.
Refunded Payments:
Once a refund has been approved and processed we will notify you. Please allow 7 business days for your refund to be processed. If after this time you still have not received your refund, please contact us at coloredyarn2014@gmail.com.
Please Note: Refunds only apply to faulty items and exclude shipping costs.