Shipping policy
Orders
We sell directly to retail private customers. If you are a private customer, you can purchase directly on this website.
For ordering procedures, please read our Terms and Conditions by clicking here.
All our yarns come from stock and are available in small quantities. Always make sure to purchase enough quantity for your project, as you may not find the same colour or yarn again in the future.
The yarns are reprocessed to ensure the integrity of the thread before sale. During this process, when it is not possible to keep the original cone, the label is transferred onto a different support. In many cases it is not possible to recover the original label and the information is shown on the replacement cone. All these variable conditions are indicated in each yarn description and can be checked before purchase.
Purchases must be made directly on this website so that you can receive shipment tracking codes, direct carrier links, and delivery notifications from the courier. If you purchase as a registered user, even better, as you will also have tracking of your orders and payments in your account.
We are not responsible for any delivery delays caused by couriers. We do not know the delivery schedules of each area. If you need information after the goods have been shipped, please contact the courier directly and provide the tracking number sent to you by email.
We also accept telephone, WhatsApp or email orders, but in these cases we cannot provide tracking codes and we are not responsible for delivery delays.
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SHIPPING
Carrier type
All our products are shipped via the best couriers available on the market.
Shipping costs for Italy:
Orders up to €70.00 – €7.50 shipping fee with BRT and DHL.
Shipping is FREE for orders equal to or above €299.00 only for EEUU countries (select “free shipping” during checkout). Shipping via BRT-DPD or DHL.
NB: Free shipping is only available for private customers, not for VAT-registered businesses.
We ship 3 days a week: Monday, Tuesday and Thursday. Orders are shipped within 1–3 working days from order placement, unless otherwise stated. Once the courier collects the parcel, delivery takes 24/48 hours throughout Italy (working days). For Sicily, Sardinia, Calabria and small islands, an extra day may be required.
The tracking code is sent by email on the day of shipment and will be visible on the courier’s website in the evening or the following morning.
Goods travel at the recipient’s risk. In case of theft or loss, no refund will be issued.
ATTENTION: You will receive an email from the courier notifying you of the delivery. Couriers do not call before delivery, except in very rare cases and at the driver’s discretion. We cannot request phone notification for delivery.
All couriers send an email with the delivery day and an approximate time window.
From this email you can change the delivery day, redirect the parcel to a neighbour, or have it delivered to a pickup point near you (such as a petrol station or shop), where you can collect it at your convenience within three working days.
Pickup points may include petrol stations, tobacconists or shops, and you can collect the parcel during opening hours.
Courier deliveries are managed independently by the carriers and we cannot influence them.
With the new BRT Fermopoint service you can choose, at checkout, to have your parcel delivered to a nearby pickup point (BRT-Fermopoint), such as a tobacconist, shop or petrol station, and collect it conveniently during opening hours.
NB: Do not leave delivery instructions in the “Notes and Comments” field at checkout, as they will not be considered. This field is only for communications, not delivery instructions. Specific time requests (e.g. “morning delivery”) or appointment deliveries are no longer available and have been replaced by the Flex Delivery service described above.
If an incorrect address is provided, or if no one is available to receive the parcel and it goes into storage (“hold”) or is returned to sender, we will notify you by email. You will have 3 working days to collect the parcel from the courier depot or nearest pickup point. If not collected, storage and reshipping costs will be charged.
Storage costs are €6.00 for opening the case plus €2.50 per day. Reshipping costs are €9.00. The parcel will be held until these fees are paid.
Courier delivery process:
- You will receive an email from the courier (BRT, DHL or UPS) on the day of shipment.
- The courier attempts delivery; if nobody is home, a notice is left.
- A second delivery attempt is made the next day; if unsuccessful, the parcel is held.
- You must contact the courier or collect the parcel. Otherwise, it will be returned to sender.
Shipment tracking
All shipments within Italy can be tracked to monitor status and location. Deliveries are made throughout the day at any time.
Insurance shipping (special service)
Insurance must be requested before confirming the order. It has an additional cost of €10.00.
Goods travel at the recipient’s risk. No refund will be issued in case of loss or theft if insurance was not purchased.
Packaging times
All items are in stock unless otherwise specified.
Orders are shipped three days per week: Monday, Wednesday and Thursday.
Orders placed by Friday, Saturday or Sunday are shipped the following Monday. Orders placed on Monday are shipped Tuesday or Wednesday, and orders placed on Tuesday are shipped Thursday. In any case, orders are shipped within 3 working days from payment confirmation.
Items requiring twisting, dyeing or winding may take longer (5–7 working days). Saturdays, Sundays and public holidays are not considered working days.
Yarns in cones may be shipped in multiple cones. For example, a 500g cone may be split into two cones of different weights but same dye lot, or combined into one larger cone. This is done to avoid excessive knots in the yarn.
ATTENTION: If the parcel arrives damaged, torn or tampered with, ask the courier to sign “accepted with reservation”, take photos and check contents. Notify us immediately by email even if contents are correct. It is very important to sign with reservation.
PAYMENTS
We accept the following payment methods:
PayPal: Pay safely using your PayPal account or credit/debit card.
PayPal Pay in 3: Pay in three interest-free instalments.
Credit cards (via PayPal): Visa, Mastercard, American Express, Maestro, PostePay, Visa prepaid cards.
Credit card (Payplug / Nexi): Secure online payment with bank verification systems.
Bank transfer: Only for EEUU Countries. Bank details provided at checkout. Send CRO or receipt after payment.
Online sales are treated as mail-order sales and are exempt from invoice/receipt issuance as per Italian law. VAT invoice can be requested by providing tax details.
IMAGES
Product photos are taken with 5500K lighting and color-balanced to ensure accurate representation. However, colour names should be considered the reference, as monitor calibration may vary.
RIGHT OF WITHDRAWAL
It is essential to knit a small sample (10×10 cm or 20×20 cm) and wash it before starting the final work.
The sample helps verify quality and detect possible defects.
If the yarn is defective or not compliant, contact us immediately.
IMPORTANT: We do NOT accept returns for processed yarns, even if defective. The cone must be intact except for the yarn used for the sample.
In case of defect, we will arrange pickup at our expense and issue a full refund after inspection, within 15 days.
Read the full withdrawal policy by clicking here.
At the beginning of work, carefully check the first stitches. If irregularities occur, stop immediately and contact our technical office. We will accept no more than 30g of worked yarn. Finished garments are not accepted.
No claims are accepted for stock or reconditioned yarn unless there is a clear defect.
The recommended needle size is indicative and depends on technique and desired result. Always make a sample, wash it, and evaluate before proceeding.
No returns or claims accepted after 30 days from order.
If you return goods, return shipping is at your expense. We can arrange pickup for €7.50 deducted from refund.
USEFUL ADVICE
Before adding items to the cart, log in or register to avoid losing products.
For orders above €70 (Italy only).
All yarns are stock, untreated and raw. Always make and wash a sample before working the final piece. If irregularities are found, stop immediately and contact technical support.