Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, and unused, with tags, and in its original packaging. The refund will be for the products only, not for any delivery charges. 
To start a return, you can contact us at shop@fibreyard.com or if it is available for your order, you can start a self-serve return from the Order Status page when you are logged in to your account on this website.

Returns need to be sent to the following address:

Fibre Yard
93 Causewayside
Edinburgh
EH9 1QG

Please include the receipt or proof of purchase that includes your order number and whether you want an exchange, credit or refund. 

Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items 
Certain types of items cannot be returned,

Items exempt from refunds/credit are:

  • Special orders
  • Personalized items
  • Consumables such as wool wash and hand cream.
  • Skeins of yarn that have been wound into balls.
  • Opened products or with damaged packaging.
  • Sale items
  • Gift Cards

Please get in touch if you have questions or concerns about your specific item. 

Exchanges
For yarn bought in person in our shop, you can exchange unused yarn that has been well stored (to avoid dirt, dust and pests) for up to 90 days for either credit or a different product. We do not offer this service for mail order customers because we do need to see the yarn in person before accepting the exchange and the postage costs make it prohibitive.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. It is normal to have joins in yarn and these are not considered a defect.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@fibreyard.com.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.