FAQs and Shipping

How Can I Contact You? Please use the form on the Contact Us page. We are a very small company, and cannot accommodate phone requests at this time. If you would like to speak to us by phone, please let us know a contact number when you submit the form, and we will call you back as soon as we can. 

What is Your Shipping Policy? We ship as frequently as we can, but as a one-person shop, that's typically a couple times a week. Please be patient, as it may take 3-4 days before your order ships.

We offer several types of shipping through USPS and UPS for domestic mail. We also offer several ways to ship using UPS, or DHL internationally. All prices are calculated directly by the cost of shipping to you. We do not offer free shipping at this time.

My Package Didn't Arrive. Can You Find it? Technically, no. Once the package leaves our mailroom, it's no longer our property: it's yours. That makes sense, because you wouldn’t want a company to be able to just call up the post office and reclaim something they’d already sold to you. It’s your yarn, your package, and so the only one who can find out what happened to it once it left here, is you.

Start by looking at the tracking number that is on the email we sent you. Lost the email? Contact us. We can resend you the tracking number.

Have you given the package enough time? Accounted for holidays and weekends? If you have, and it still hasn't arrived, you can either file an online query, or call.
Here is the information to do that: Scroll to the bottom of the USPS Page’s FAQs, and you will see the instructions on how to file a missing package claim online, or call it in. It’s been our experience that the PO is very, very good at dealing with these problems. That’s their job.
Still no yarn? Has it been over a week since you filed a lost package claim? Then let us know, and we will find a way to get you a replacement. But before you ask us to do that, please be sure you've checked to see where your package actually is. The USPS has never completely lost a package of ours. It's either late, or on its way back to us. If you do receive it after we've sent out replacements, please send us the lost yarn so we can restock it. Thanks.

Can You Wind My Yarn? I'm afraid we cannot do this at this time. Many of our yarns do not require winding.

What is Your Refund Policy? We generally accept returns for up to 60 days after your order was placed. Please contact us at info@fairlightfibers.com to receive instructions on how to return your order. Clearance yarns are generally NOT returnable.

If you have unwound the yarn, or taken off the tags, and are not satisfied with your purchase, please let us know when you contact us, and we will do our best to accommodate your return if the yarn is defective. We do not accept "open" skeins simply because you didn't like the yarn.

Can I Order From a Single Dye-Lot? If you order several balls of the same color, and that color has a dye-lot (many hand-dyed yarns do not have dye-lots, but this will be noted in the description of the yarn), you can request a single dye-lot when you place your order. If we see that you asked for a single dye-lot, and we can't fill your order from one, we will let you know before we proceed. You can email us at info@fairlightfibers.com to check ahead of time. Otherwise, if you order several skeins, and we can't fill that order from the same dye-lot, we generally note on your receipt that your yarns are from different dye-lots, so you can plan ahead to blend them.

Can I Get a Color Card? How Accurate are the Colors on the Website? We do have color cards available for many of our yarns. As everyone's monitor is different, we cannot guarantee that your colors will be exactly like what you see, but we do our best to achieve accuracy.

I'm a Designer, and I Think I Have a Pattern You Might Like, or I would like Pattern Support using your yarns. Whom Should I Contact? We are always interested in featuring new and exclusive patterns made with our wonderful yarns, and try to support new designers when we can. If you have created a pattern that is not published elsewhere, and you would like to work with us, please contact us at info@fairlightfibers.com, describe your project and what yarn you envision using from our collection, leave us a contact number, and we'll be in touch!