FAQs

How Can I Contact You? Please use the form on the Contact Us page. We are a very small company, and cannot accommodate phone orders/customer service 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? If an item is not designated as custom-made or pre-order in the description, we will ship within 1-3 days. Items that are custom-made or pre-order will ship when they arrive at our shop. Items that were special ordered will be shipped as soon as the order arrives.

We offer three types of domestic shipping through USPS First Class Package service (5-7 business days) for just $5 for most packages, USPS Priority Mail (1-3 business days) at about $9 for most packages, and Priority Express (overnight). We also offer several ways to ship using UPS, or DHL internationally. UPS and DHL prices are calculated directly by the cost of shipping to you.

We offer various ways to ship packages internationally, so times will vary by locality. Shipping is calculated by the weight of your package, and you can choose from various shipping means.

For US orders over $80, USPS First Class Mail shipping is free!

Please note that during the global pandemic, times for processing orders at the shop and times for shipping by the postal service have both risen. There have also been recent changes at the Post Office that are slowing deliveries down. We appreciate your patience. Shipping time is outside our control.

Why Didn't I Get My Free Shipping? If you apply a discount, your cart must have $80.00 in items *after the discount is applied* to receive free shipping. This is a function of the eCommerce engine we use, not something we can change.

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.

What is Your Refund Policy? We generally accept returns and exchanges 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. For defective yarn, we will generally send you new skeins, or if that is not possible, we will fully refund the yarn.

Other products should be returned with/in their original packaging, unless there is a fault with the item. Please let us know if you do not have the original packaging or the product has been used.

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. Please email us at info@fairlightfibers.com and ask for one! 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 Have a Product You Might Be Interested In. Whom Should I Contact? If you are a producer of a product that is locally-made or hand-dyed, such as yarn, yarn bowls, stitch markers... anything a knitter, crocheter or spinner might use, we'd love to hear from you! We are always looking to add new items to our store. Please email us at info@fairlightfibers.com, provide us with a detailed description (preferably with links/photos of your work), wholesale information and terms, and a contact number, and we'll be in touch!

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!