FAQs

Anyone can purchase on this website, including and especially private customers.

We only sell our yarns online. We do not have a physical store open to the public; we have a 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 only operate online sales. We do not have a physical store open to the public. If you wish to visit our warehouse, please contact us via WhatsApp or email at least one day in advance to schedule an appointment.

If you own a store or a knitwear factory, or if you are a knitter with a VAT number, please read here: https://florencecashmereyarn.com/hai-la-partita-iva/

The prices on the website are per cone/spool of yarn. Cones generally weigh approximately 500 gr.

The price you see for each product refers to the weight described in the title and product details.

Descriptions and prices can be found on the website for each individual product; simply click on the photo or product title to open the product page and view all details.

No, I'm sorry, but we only sell online on our website.

However, if you need to come near our warehouse, we can arrange an appointment. Send me a message on WhatsApp, you'll find the number at the bottom of every page of the website.

Do not come to the warehouse without prior notice as we will not be able to receive you, I'm sorry.

Please note that you can pay with all Visa and Mastercard circuit cards, including prepaid cards (e.g. Postepay)

You have two ways to pay by credit card:

1 – choose the "Credit Card" payment option, you will be redirected to the Payplug website (secure online payment system) and you will have to follow all the steps by entering your details and your Visa or MasterCard credit card details.

Your card must be enabled for online payments and you must have the card security code (OTP or 3D secure), even the temporary one that arrives via SMS is fine, or with your bank's app to approve online payments. The Visa card's is called "Verify by Visa", the MasterCard's is more simply called "MasterCard security code", which you will have to enter when requested on the bank's website, at the last step of the payment.

2 – You can also pay through Paypal with your credit card, even without having a Paypal account or being registered with Paypal. See below how to do it:

When you arrive on the Paypal page, instead of entering your login details, click directly on "Pay as unregistered user":

Unfortunately, couriers have discontinued their appointment delivery and pre-12:00 PM delivery services, which they no longer offer. However, they have activated an email and SMS service that allows you, via the email the courier sends 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 closest pickup point to your home among those available, which could be a tobacconist, a shop, or a petrol station, – instruct the courier to leave the package with your neighbor or at a nearby shop (which you will have notified in advance), – and other options that you can see by clicking on the link in the courier's email.

These services have a cost for us, but it is not added to your shipping costs or free shipping; we cover it. Alternatively, you can request a "Fermo Deposito" (held at depot) at a GLS, BRT, or DHL courier branch.

On our website, you can make purchases as a "Guest" without needing an account, or by registering your account.

What's the difference?

In the first case (guest purchase), the purchasing process allows you not to have an account, meaning you are not registered on the website and only provide your details for that specific order. Each time you place an order, you must enter your shipping information. Orders are not saved, and you cannot access them again in the future.

In the second case (registered user purchase), you need to register an account with all your details (billing and shipping information) only the first time. After that, each time you place an order, you just need to log in with your email address and password entered during registration, and the order confirmation page will automatically populate with the address you previously entered (you can save more than one address).
The advantage is that once you register, you will have a history of your orders that you can view anytime by logging into your account.

Yes, with BRT we can ship to a Fermopoint or BRT Parcel Shop.

Choose your preferred location here: https://www.mybrt.it/it/mybrt/parcel-shops

and write it in the shipping address and/or in the notes/comments field on the checkout page.

The tracking code is sent by email on the day of shipment for all types of shipments, which you can track directly on the courier's website. If your parcel has been shipped with BRT courier, click here and enter the shipment code in the “Ricerca con ID collo cliente” (Search by customer parcel ID) field. If your parcel has been shipped with DHL courier, click here and enter the shipment code in the central field.

No. Couriers generally do not call you. However, it is at the discretion of the driver in your area, but it is beyond our control and power. HOWEVER, read carefully below: You will receive an email from the courier notifying you of the shipment. With the new Flex Delivery Service, you can change the delivery day, change the delivery address, or choose to pick up the package at one of the pick-up points near you, which can be tobacconists, shops, or gas stations. So pay attention to the email you receive from the courier. All the couriers we work with offer this service. Many people unfortunately don't know how to organize online order deliveries, but it's very simple. It's easier said than done.

When you place an order on our website, first make sure that the address and phone number are complete and correct, make sure that the last name you use in the delivery address is also written on the doorbell, make sure you have entered the house number and it is better if you use a mobile number, so our courier can send you an SMS to notify you of the delivery day.
Use an address where there is always someone available to receive the package. If you know you won't be home, use your work address; if you can't receive the package at work, ask someone if you can have it shipped to their address, for example, a family member who lives nearby, a friend, or a neighbor. Of course, if there is a doorman, the problem is solved; just let them know you are expecting a package, but still specify the doorman's hours when you place the order.

Always keep in mind that:

Courier drivers do not call to notify you that they are arriving, unless they know you well, or there is a very, very helpful driver in your area. They always have a multitude of deliveries and collections to make and are always in a hurry; they don't have time to call all the people they need to deliver to. Sometimes they even have more than 100 deliveries to make in a day.
Delivery times vary. The SMS message you receive will state an estimated time (for example: from... to...), the delivery time varies depending on how many deliveries they have to make; if they have few, they will arrive early, if they have many, they will arrive late.
Do not ask us when the courier will arrive, because we don't know, we can't know, we can't know the schedules of couriers throughout Italy.

The courier will attempt to deliver, and if no one is found, they will return the package to their facility, leaving a notice in your mailbox or on your doorbell.
If at the first attempt no one is found to receive the package, they will attempt delivery again the next day, and if still no one is found, they will leave a notice and return the package to their facility where it will be held.
At that point, it will be your responsibility to contact the courier at their facility to schedule a new delivery or pick up the package in person. If you do not contact the courier within a few days, the package will be returned to the sender.

Scheduled deliveries and deliveries by 12 PM are no longer available; they have been replaced by the Flexy service mentioned above.

You can also choose the "Fermo Deposito" (Hold at Depot) option. We generally ship with GLS or BRT couriers. You can request a "Fermo Deposito" at the courier branch closest to you and conveniently pick up the package. Simply specify "Fermo deposito GLS" in the Notes/Comments field on the last page of the order process. The "Fermo Deposito" service is free of charge.

We try to help you in the best possible way, but we also have limitations, those imposed by the couriers, and couriers also have limitations, and you cannot expect the driver to deliver at the time you want, unless you pay for this service. I do it when I need to. I also buy a lot online, sometimes I even do my grocery shopping online, and if I have difficulty with delivery, I ask for scheduled delivery and pay the resulting cost, but at least I am at ease.

I also have other recommendations for you: Make sure you have correctly entered your phone number and email address: if there are any problems with the order processing or delivery, it is important that we can reach you to agree on any changes. In the days following the order, check your email: we may have sent you some communication regarding the order processing. You will receive an email with the order tracking (and an SMS from the courier notifying you of the delivery), but you can also find your order's tracking number by logging into the Hircus Filati website and accessing your reserved area. We guarantee maximum protection of confidential information and sensitive data (see our "Privacy").

In case of non-delivery due to errors in the customer's address details or for entering an address where there is no one to collect the package, the package will be returned to the sender, and the customer will be charged additional shipping costs for reshipping the package.

Shipping is free on orders over €70.00. Please select free shipping at checkout before making your payment. Free shipping is only available for private customers.

Certainly. If you don't like the yarn for any reason, you can return it for a refund or exchange it for another yarn.

You will need to send it back to us at your expense, or, to make it easier for you, we can send our courier. The shipping costs for the return will be deducted from your refund (return shipping costs, if we send the courier, amount to 7.50 euros).

If the yarn is defective or non-compliant, we will send our courier at our expense, and as soon as we receive it, we will refund the entire cost of the yarn. It is very rare to find defective or non-compliant yarns, but it can happen when working with stock yarns.

We always check all yarns; most are re-wound with a cone winder, but unfortunately, some defects only become apparent when you start working with them.

Please, always make a swatch first and wash it before starting your final project. The swatch also helps to check if the yarn is defective.

If the yarn is defective, stop working immediately and contact us for a return. We do not accept returns of worked yarn, even if it is defective. We accept returns of entire cones or cones missing only what is needed to make the swatch. 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.

You can change any data you enter except for your email address. To change your email address, you must register a new account and delete (or ask us to delete) the old account.

We do not issue discount codes. Our yarns are in stock, prices are already heavily discounted for everyone. I don't think you'll find these yarns at the prices we offer elsewhere in Italy.

Sometimes, some pages of the website may not open; it is advisable to clear your internet browser's cache and delete cookies.

If you have a technical problem on our website, for any reason, please report it to us via email and send us a screenshot so that we can track down the problem more easily and quickly.

All the yarns you find on this website are in stock and should be treated/washed before and/or after processing. They come from end-of-series productions from knitwear factories, auctions, and sometimes bankruptcies. It is essential to make a swatch and wash it before starting the final work, both to see the yield, to calculate consumption, and to check if the yarn has any defects. It happens very rarely but it can happen; read our return policy by clicking here.

For this reason, we can sell yarns at much lower prices compared to the normal prices you find in stores.

Available yarns are in small quantities. Always check that you have a sufficient quantity, as you probably won't find the same yarn or the same color again.

Before starting your project, you should make a 10×10 or 15×15 cm swatch and wash it, whether you wash the yarn or the finished garment, so you can check the yield. You must measure it before and after washing.

This will help you understand many things, the most important being consumption and shrinkage.

You can find our tips for working with and washing our yarns by clicking here.

P.S.: Treating and/or washing means the same thing.

Yes, it is essential to make a swatch before working with the yarn, whether you have washed it before or decide to wash it after knitting. Each yarn is different from the other; sometimes, even different colors of the same yarn have slight differences (for example, light colors behave differently from dark colors). This is especially true for delicate and precious fibers like Cashmere.

Making a swatch helps you check the feel, see the drape, and determine the gauge, so you can calculate if the quantity you purchased is sufficient for the project you intend to make.

We do not accept complaints about worked yarns, especially if a test swatch with subsequent washing has not been performed beforehand.

ATTENTION: Always make a swatch and wash it before starting your final project. If the swatch shows defects attributable to the yarn, we will exchange or refund the yarn after verifying the defect.
We will NOT be responsible for items made without first creating a swatch.
In case of defective yarn, you must return the yarn and the completed swatch so that we can verify the defect.
If you use an external knitter, always ask them to make a swatch before creating the final garment. We will NOT be responsible for items made if you have not made or had a swatch made beforehand.
Each yarn is different from the other, each color is different from the other and behaves differently, and each spinning mill produces yarn differently.

N.B.: The needle size is indicative; it is estimated based on the yarn's fineness.
We cannot make swatches for every yarn because the yarns are in stock, quantities are very small, and the costs would significantly impact the yarn's price.
Except for regenerated cashmere, which is our own production, swatches have been made to determine the needle size to use, although it always remains indicative, as the knitter's tension, the type of stitch to be made, and the type of work also play a role.

If you want more information regarding the processing and washing of yarns on cones, look in the links at the bottom of the page or visit our blog.

The thickness of yarns (known in jargon as "Count") is calculated by measuring the meters contained in 1 kg of yarn. Unfortunately, yarn cannot be measured with a caliper, and the best way to measure it is in meters.

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 its length.

For example, if you find Nm. 3200, it means that 1 kg of that yarn will contain 3200 meters. If you find, for example, 2/28, it means that the yarn has a thickness of: 28000/2 = 14000 meters in 1 kg of yarn.

For more information, download the basic yarn course for FREE by clicking here.

First, I must advise you to calculate your yarn usage as soon as you receive the yarn, because if you wait too long and then realize you don't have enough yarn to finish your work, you will most likely not find it on our website. As mentioned, yarns are almost always in small quantities (except for ecocashmere yarns).

And you need to know about shrinkage to calculate measurements and usage, because if you knit a precise garment and it shrinks when you wash it, you won won't be able to use it, and all your work will be wasted.

If you want advice on how to calculate yarn consumption, read these 4 articles on our BLOG written by our Alicja Kwartnik: https://florencecashmereyarn.com/it/come-calcolare-i-consumi/

If you need advice directly from Alicja, read here: https://florencecashmereyarn.com/chiedilo-alla-maestra/

N.B.: All our yarns must be treated after processing.

I apologize, but we cannot send yarn samples for various reasons. Additionally, the costs would significantly impact the yarn prices, as it would require at least one person solely to prepare and send samples. This, combined with shipping costs, would drive up the costs and consequently the prices of the yarns.

The photos are real, although unfortunately, it often depends on the monitor where they are viewed. I recommend using a latest-generation smartphone or tablet, as the screens are better calibrated.

Another solution is to place an order and ask us for samples of the yarns you are interested in to be sent along with your order (provided there aren't too many samples). Shipping might be delayed by a day or two, but this would avoid significant costs.

The number of plies depends on the yarn count and the machine being used:

• Machine gauge 12–14: fine yarns, such as cashmere 2/28 or 2/30, used with 1 ply.
• Machine gauge 7–8: medium yarns, such as cashmere 2/28 or 2/30, used with 2 plies, or 2/13 or 2/14 used with one ply.
• Machine gauge 5: thicker yarns, such as cashmere 2/28 or 2/30 used with 3–4 plies, or even thicker yarns (e.g., 2/13 or 2/14) with 1–2 plies.
• Hand knitting: the choice depends on the gauge swatch. Generally, with 4.5–5 mm needles, 2/13 cashmere is used with 2-3 plies.

Yarns usually come from the spinning mill in 1 kg cones. When they are used, there may be cones weighing less than 1 kg, but also 1 kg cones.

Our customers can purchase 500g cones on our website. We offer this option 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 of each type and color. This way, our customers can buy enough for a sweater in various types of yarn and colors, and if they need a larger quantity, they just need to buy more 500g cones of the same type and color of yarn.

For this reason, meaning by dividing the 1 kg cones into 500g cones, the label of the original cone will remain on one of the two cones. On the other 500g cone, we affix our label, copying the title, composition, code or color name, and lot or dye batch from the original label. This does not mean that the yarn is no longer original; quite the opposite, in fact.

Sometimes, however, we have to re-wind the yarn on the cone winder because some cones are "suspicious." It often happens that in a large batch of stock yarns that we purchase, there are some defective cones.

We re-wind the suspicious cones on the cone winder and eliminate those that show defects, while on those that do not show structural defects, we affix our label indicating the item name, title, color, and lot number.

These are the main reasons why you may sometimes receive some cones with our sticker instead of the original spinning mill sticker.

To purchase two spools of the same color and dye lot, you must enter 2 in the quantity to add to the cart. If the quantity is not available, look for a product where two spools are available. If you purchase the same color but from two different listings, you will receive two spools of a different dye lot and sometimes even of a different spin.

The stock yarns you purchase on our website come in small batches, sometimes just one or two cones.

I recommend checking as soon as possible if the yarn is sufficient for your project by making a swatch and calculating consumption.

To see if the yarn is still available, you need to compare the color and, more importantly, the lot number, or dye lot, or batch. It is always written on the sticker inside the cone, and you can check availability on the product page of the website.

We do not keep track of items purchased by each customer as we have a very large turnover and the yarns are in very small batches; it would be very challenging and expensive to keep track of every single yarn.

If you want to keep track of each yarn, save your orders or order confirmation emails in a folder on your PC.

The photographs taken for the products listed on our site were shot with 5500°k light and balanced to 5500k to ensure an optimal photographic starting point at 100% for their colors. We recommend relying on the color name to avoid color incompatibility issues in orders due to your monitor's various calibrations.

Sometimes, unfortunately, the monitors on which photos are viewed can distort colors.

We do not keep track of items purchased by each customer as we have a very high turnover and the yarns are in very small batches; it would be very challenging and expensive to keep track of every single yarn.

If you want to keep track of each yarn, save your orders or order confirmation emails in a folder on your PC.

We can divide each hank into two, three, or a maximum of four smaller hanks. Just write this in the "Notes and Comments" box on the checkout page.

We cannot ply together multiple strands because we do not have the right machine; the yarn would tangle and be damaged.

Yes, machine yarns are already waxed.

If you use the yarn 30 days or more after purchase, we recommend re-waxing it. Wax usually lasts about 30 days.

Follow us on social networks:

• Facebook Page
• Twitter
• Instagram
• Youtube Channel (where you can find many videos on knitting and much more)
• Blog (where you can find a lot of information)

Click on the links below and carefully read the presentation and information before signing up:

• Circular Knitting Course by Alicja Kwartnik
• Main Knitting Stitches Course by Alicja Kwartnik
• Yarn Course by Federico Scatizzi