Refund policy
We hope you are delighted with your order, and your experience at Halcyon Yarn! We do everything we can to make sure you get just what you need when you need it. However, if there is a problem with your order or if a return or exchange is necessary please let us know right away so that we can assist you and help make it right.
Have questions about a return, error, or other issue with your order? We are happy to assist you, support is available Monday - Friday between 11:00 am and 5:00 pm (ET). Contact Us here.
If you need to cancel or modify an order, or change the delivery information, please contact us as soon as possible and we will do our best to catch it. However, once an order departs our store we are unable to redirect or retrieve packages and you will be responsible for any additional shipping fees.
Returns & Refunds
We offer a 45-day return period, which means you have 45 days from receiving your item to request a return and receive a refund. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. *Not all items are returnable, see below for details.
You may request a return through your customer account and if your return meets the criteria you'll be given instructions to mail the item back to the following address. Please include a note or copy of your invoice so we can quickly complete your refund. Returns are processed within three business days of the time we receive them, however depending on your credit card processor the refund may take several days to appear on your statement.
Once your return is approved you'll be emailed instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted for a refund. Shipping fees are non-refundable unless there was an error with the delivery. The cost of return shipping is your responsibility.
You may also mail returns to us directly at the address below, however we encourage you to request pre-authorization first, in case your return does not qualify for a refund. Please contact us with any questions, we're glad to help!
Attn: Returns
Halcyon Yarn
12 School St.
Bath, ME 04530
Damaged/Lost Packages or Other Errors
Please inspect your order immediately upon receiving it and contact us right away if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate and resolve the problem. If an item was damaged in delivery please keep the packaging and contact us, do not file a claim with the carrier yourself as this can take longer than if we do it for you. The carrier may request to inspect the packaging so please keep it on hand until the process is complete.
Exceptions / Non-Returnable Items
Except in the case of error or defect, we cannot accept returns on the following: knitting needles, crochet hooks, fiber carders and other hand tools, sample cards, printed materials (patterns, magazines or books), special orders, drop-shipped items, items that have been used, assembled or otherwise modified, items identified as final sale or clearance, or gift certificates.
If you return an item without prior approval and/or if the item does not meet the return criteria a refund will not be issued. We reserve the right to determine whether returns qualify for a refund and those that do not qualify will not be issued a refund or may be charged a restocking fee or have credit issued in the form of store credit.
Please get in touch if you have questions or concerns about a specific item.
Exchanges
The fastest way to ensure you get what you need is to return the item you have and make a separate purchase for the new item. If you'd prefer to wait though, please contact us directly to coordinate the exchange, we are happy to assist you.
Contact us here for further assistance. we are happy to help!
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European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and return shipping is your responsibility.