For all your questions, we have created a video that explains step by step how to:
– how to browse and buy on our website
– how to search for a product or more specific products (the search)
– how to buy on our website
– how to calculate shipping costs
– how to select free shipping
– how to track the shipment
– how to choose the Italian language
– how to register on our website
– how to request a new password on our website
– How to pay by credit card
– how and why to delete the cocckie and the cache of our internet browser
Can I come and buy in the shop?
However, if you need to come near our warehouse, we can make an appointment. Send me a message on whatsapp, find the number at the bottom of each page of the website.
Do not come to the warehouse without notifying first because we will not be able to receive you, sorry.
Are the prices on the website per kg?
The prices on the website are per cone/spool of yarn. Generally the cones are approximately 500 g.
The price you see on each product is relative to the weight described in the title and product details.
Descriptions and prices can be found on the site for each individual product, just click on the photo or title of the product to open the card and see all the details.
Do you sell to private customers?
We only sell our yarns online. We do not have a physical store to the public, we have a goods warehouse from which we ship orders placed on this website. You will receive the purchased goods directly to your home or to any address you provide us.
We sell only online. We have not a physical store open to the public. If you want to come and visit us in the warehouse, write us on whatsapp or via email at least one day before for an appointment.
If you have a shop or a knitwear factory or you are a VAT-registered knitter, read here: https://florencecashmereyarn.com/en/do-you-have-a-vat-number/
How to calculate the shipping costs?
Our yarns are in stock and we sell at prices far below normal market prices. Our prices are also much lower than the direct prices of the producers themselves. And they have remained the same for years now, when instead everything else has increased throughout Europe, and not only in Italy, even by 30% more, even foodstuffs.
I am very sorry that the shipping costs have had this increase, but unfortunately, I repeat, it is not up to us.
Below you can see the rates that the GLS courier applies to us. In addition to these rates you must apply 6% for the cost of fuel and 0.20 euros for the Covid emergency that all couriers charge us.
How to browse and buy on our website?
In the video below you can see how search products on our website based on filters (colors, manufacturer, price, etc.):
How to register and how to recover your account password?
In this video you can see how to register and how to recover your account password:
Can i pay by credit card?
Can i have tracking code?
The tracking code is sent via email on the day of shipment, for all types of shipments which you can check directly on the courier’s website. If your package was sent by BRT courier, click here and enter the shipment code in the “Search with customer package ID” field. If your package was sent by DHL courier, click here and enter the shipment code in the central field. . Watch the video below to see how to track your parcel:
Can I request delivery at predefined times?
On the other hand, they have activated the Flex Delivery Service which allows you, through the email sent by the courier to notify you of the delivery, to connect directly with the courier by clicking on the appropriate link and:
– change the delivery date,
– have the package left at the collection point closest to your home among those available, which can be a tobacconist, a shop or a petrol station,
– instruct the courier to leave the package with your neighbor or a nearby shop (which you will have notified in advance,
– and other possibilities that you can see by clicking on the link in the courier’s email.
These services have a cost to us, but that is not added to the shipping costs, or to the free shipping, we pay for it.
Can I have free shipping costs?
Can the courier notify me by phone? Delivery of orders by couriers
HOWEVER, read carefully below:
When you have to place an order on our website, first of all make sure that the address and telephone number are complete and correct, make sure that the surname you use in the delivery address is also written on the doorbell, make sure you have entered the house number and better if you use a mobile number, so our courier will send you a text message to notify you of the day of delivery.
Use an address where there is always someone who can collect the package. If you know you are not at home use your work address, if you cannot receive the package at work ask someone to be able to send it to their address, for example to a family member who lives nearby, or to a friend or neightbor . Of course, if there is a concierge, the problem is solved, just let him know that you need to receive a package, but still specify the concierge’s hours when you place the order.
Always keep in mind that:
Courier drivers do not call to warn you that they are on their way, unless they know you well (at the driver’s discretion), or if there is a very, very helpful driver in your area. They always have a lot of deliveries and collections to do and they are always in a hurry, they don’t have time to call all the people they have to deliver to. Sometimes they even have more than 100 deliveries to do in one day.
Delivery times vary. In the sms or email message you receive from the courier before delivery there is an indicative time written (for example: from hours … to hours …), the delivery time varies according to how many deliveries they have to make, if they have few they will come soon, if they have many they will come late.
Don’t ask us when the courier will come, because we don’t know, we can’t know, we can’t know the timetables of couriers all over Italy.
The normal practice of couriers for deliveries is as follows:
you will receive an SMS on your mobile phone (if you have provided it at the time of the order) and / or an email on the day of delivery that will notify you of same-day or next-day delivery.
the courier will come to deliver and if he does not find anyone he will bring the package back to his office leaving a notice in your mailbox or on your doorbell.
if at the first attempt it has not found anyone to collect the package, it will retry delivery the next day, and if it still does not find anyone, it will leave a notice and return the package to its headquarters which will be placed in storage.
at that point it will be your concern to contact the courier at his office to fix a new delivery or collect the package personally. If you do not contact the courier within a few days, the package will be returned to the sender.
If you have problems with schedules, choose an alternative shipping method, I know it has a cost and we all want to save, but in this way you will be sure of the delivery and you will not get angry with the courier or with us or with yourself, because if the courier does not come at the time you thought it was coming, it is not our fault, nor is it the driver’s fault.
On our website you can also choose the:
Delivery by 12 noon – if you are at home only in the morning, the driver will surely come to deliver by 12 noon on the set day.
We generally ship with GLS or DHL couriers in CEE countries and DHL in non-EU countries.
We try to help you in the best possible way, but we also have limits, those imposed by couriers, and couriers also have limits, and you cannot expect the driver to be there to deliver at the time you want, unless you pay for this service. I do it when I have the need. I also buy a lot online, sometimes I also shop online, and if I have difficulty with delivery I ask for delivery by appointment and pay the resulting cost, but at least I’m calm.
I also make other recommendations: Check that you have entered your telephone number and e-mail address correctly: if there are problems with order fulfillment or delivery, it is important that we can trace you in order to agree on any changes. In the days following the order, check your e-mail: we may have sent you some communication concerning the order fulfillment. You will receive an email with the order tracking (and a text message from the courier who will notify you of the delivery), but you can also find the tracking number of your order by connecting to the Hircus Filati website and accessing the reserved area. We guarantee maximum protection of confidential information and sensitive data (see our “Privacy”).
In case of non-delivery due to errors in filling in the address by the customer or for entering an address where there is no one to collect the package, the same will be returned to the sender, and additional shipping costs will be charged to the customer for the reshipment of the package.
Can I change the yarn or return it? Whether it's defective or I just don't like it?
Certainly. If you don’t like the yarn for any reason you can return it for a refund or to exchange for another yarn.
You will have to send it to us at your own expense, or, to make the task easier, we can send you our courier. The shipping costs for the return will be deducted from the refund (the shipping costs for the return if we send you the courier amount to 7.50 euros).
If the yarn is defective or non-compliant, we will send you the courier at our expense and, as soon as we receive it, we will refund the entire cost of the yarn. It very rarely happens to find defective or non-compliant yarns, but working with yarns in stock it can happen.
We always check all the yarns, most are rewound with the winder, but unfortunately some defects are only seen when starting the work.
Make sure you always make the sample first and wash it before doing the final work. The sample is also used to see if the yarn is defective.
If the yarn is defective, stop working immediately and contact us for the return. We do not accept returns of processed yarns even if they are faulty. We accept returns of whole or missing cones of what is needed to make the sample only. THIS IS ESSENTIAL!!!
If you need to make a return click here, read carefully and fill out the form at the bottom of the page.
Can I change my email address?
How to reset password?
Do you have a discount code?
I don’t think you will find these yarns at the prices we do anywhere else in Italy.
Are you Company?
If you are a company, shop, knitwear factory or a knitter with VAT number (for EU-Country), you can buy on our website at reserved prices without VAT.
You must first register by clicking here, choosing “Company” and entering all the required data, especially the VAT number.
VAT number is needed only if you are in the EU-Country, if you are out of EU-Country you don’t need VAT number and you don’t pay VAT.
Then you will have to wait for the account activation email that you will receive as soon as possible.
If you are company in the EU-Country but you have not VAT number, please, contact us at [email protected]
How to clear the browser cache and delete cookies and why !!
If you receive a technical error on the site, please notify us with a screenshot, see how to do it here
If you don’t know how to take a screenshot, watch the video below:
All yarns must be treated/washed before and/or after processing. Read here before buying.
All the yarns you find on this website are in stock and need to be treated/washed before and/or after processing, they come from end-of-series knitwear factories, auctions and sometimes bankruptcies.
It is essential to make a sample and wash it before carrying out the final processing, both to see the yield, to calculate consumption and to see if the pilate may present defects. It happens very rarely but it can happen, read our returns policy by clicking here.
For this reason we can sell the yarns at much lower prices than the normal prices you find in the shop.
The yarns available are in small quantities. Always check that you have enough, because you probably won’t find the same yarn or the same color.
Before starting work you need to make a sample of 10×10 or 15×15 cm. and wash it, whether you wash the yarn or the finished garment, so you can control the yield. You have to measure it before and after washing.
This will help you understand many things, the most important being consumption and returns.
Find our tips for processing and washing our yarns by clicking here.
P.N.: Treating and/or washing is the same thing.
Do i need to make a sample before knitting the yarn?
Making the sample is used to see the hand, see the yield, develop the size, so you can calculate if the quantity you have purchased is sufficient for the work you have to do.
We do not accept complaints about processed yarns, especially if a test sample with relative washing has not been carried out beforehand.
ATTENTION: Always make the sample and wash it before making the final work. If the sample has any defects attributable to the yarn we will exchange or refund the yarn itself after checking the defect.
We will NOT be responsible for work carried out without first having made the sample.
In case of a defective yarn, you will need to return the yarn and the sample made so that we can verify the defect.
If you use an external knitter, always ask to make the sample before making the final garment. If you use an external knitter, always ask to make the sample before making the final garment.
Each yarn is different from the other, each color is different from the other and makes it different from the other, each spinning mill produces the yarn differently.
N.B .: The number of needles indicated in the description of each product is indicative, it then depends on the hand, the type of stitch and the type of garment to be made.
If you want more information about the processing and washing of yarns in cones, look in the links at the bottom of the page or go to our blog.
How do you calculate the thickness and meters of the yarn?
In the description of all the yarns on our website you will find a number preceded by “Nm.”, that number is used to determine the thickness of the yarn based on the length.
For example, if you find Nm. 3200 it means that 1 kg of that yarn will contain 3200 metres, if you find for example 2/28 it means that that yarn has a thickness of: 28000/2=14000 meters in 1 kg of yarn.
How much yarn I need to make my knitting?
Why the labels in the cones are not original sometimes?
Our customers can buy 500 gr cones on our website, we offer this possibility to our customers because for many people buying 1 kg of yarn all of the same type and color is too much, especially if they are hobbyists who make only one garment by type and color. In this way our customers can buy a sufficient quantity for a sweater in various types of yarn and colors, and if they need more quantity it is sufficient to buy more 500 gr cones of the same type and color of yarn.
For this reason, i.e. by dividing the 1 kg cones into 500 gr cones, the label of the original cone will remain on one of the two cones, in the other 500 gr cone we affix our label by copying title, composition, code or name, color and lot. or bathroom with the original label. This does not mean that the yarn is no longer original, quite the contrary.
Sometimes, on the other hand, we have to pass the yarn back to the winder because some bobbins are “suspicious”. In fact, it often happens that in a large batch of stock yarns we buy there are some defective packages.
We pass the suspicious packages back to the winder and we eliminate those with defects, while those that do not have structural defects we affix our label indicating the name of the article, the title, the color and the batch number.
These are the main reasons why you may sometimes receive some packages with our adhesive instead of with the original adhesive from the spinning mill.
Are the yarns to be treated / washed?
You can find our best advice on processing and washing by clicking on the links at the bottom of the page.
If I buy two cones of the same color, are they from the same batch?
Are the photos real?
Is it possible to have smaller cones?
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