Q: How do I place an order?
A: You can place your order at thewoollythistle.com. Just follow these steps:
- Add the items you wish to purchase to your cart in the desired quantity and color.
- When you have selected all of the items you’d like to purchase, click Checkout.
- You will have the opportunity to review your order for accuracy. Enter your preferred shipping method, shipping address, and payment information. If you have a discount code or gift card, it should be entered in the box on the right labeled “Gift card or discount code” then click “Apply.”
- Click “Pay Now” to complete your purchase. You will receive an email confirming your order and we will package up your lovely items and get them on their way to you.
Q: When will my order ship and how long will it take?
A: We have a small and mighty team shipping orders Monday through Friday. We support USPS and use them for shipping most orders. When we process your order, you will receive an email notification with a tracking number so you can monitor your package’s journey to you. Orders are shipped from Lebanon, NH, USA. Your order will be processed at our earliest opportunity, typically within 3 days from the time it is placed. If you are experiencing a delay, please email us at firstname.lastname@example.org so that we can look into it for you.
Q: Can I cancel or change my order?
A: We are happy to make changes or cancel your order if it has not been processed for shipping. Please send us an email at email@example.com with your request.
Q: Can you combine my orders to save on shipping?
A: For regular orders that are not Preorders, and your order has not been processed yet, we are happy to combine your orders for shipping and refund any shipping overage that you have paid. We will do this when your order is processed for shipping. If your order has already been processed for shipping, we aren't able to combine or make adjustments to your order.
We are not able to combine or adjust international orders due to the process for creating customs forms. Please make sure that you have double checked your order for accuracy and all items that you'd like to purchase.
Q: How do I use my discount code?
A: At checkout, on the right side of the screen there is a place to enter your code. Enter your code where it says "gift card or discount code." Click "Apply" and your discount or gift card will be deducted from your order total.
Q: Can I place an order and send a check or money order?
A: Unfortunately, we are not able to take checks or money orders. If you need help placing your order, we are happy to start an order for you to complete using a credit card, paypal, google pay and several other options.
Q: How do I send or use a gift card?
A: Gift cards are an excellent gift choice and can be purchased in a variety of amounts. Use this link: Gift Cards. The gift card is sent electronically to the email that you enter for the recipient's address. If you'd like to personalize the gift card, you can have the electronic gift card sent to your own email address, print it, and include it in a card of your choice. The gift card includes a code to enter at checkout. When redeeming your gift card, we recommend copying and pasting the code to avoid typos resulting in the code not being recognized.
Q: Can someone call me? (to place order, help with color, help with yarn)
A: Please email us at firstname.lastname@example.org. We have several team members available to answer a wide variety of questions via email. We can help you place your order, answer yarn/knitting questions, provide information on the availability of items. We do not currently have a staffed phone line but we can arrange a phone call if you prefer.
Q: Do you have a storefront? Can I visit the shop?
A: It's lovely that customers want to visit and meet the yarns in person but at this time we are an online shop only and we are not able to accommodate visitors. We do however try our very best to answer questions, send photos and short videos of the yarns you are interested in, so please ask for help via our email. We continue to hope that one day we will have a physical location so customers can visit us and the yarn. For our local customers, we do offer curbside pickup. Just select “pickup in store” at checkout!
Q: How much will it cost to ship my order outside the US?
A: Our international shipping rates are calculated based on the weight and size of the package along with the shipping address that you provide. So as you can imagine, the rates can vary quite a lot. The best way to find the cost of shipping is to put the items in your cart and go to checkout. It will calculate and provide the cost of shipping for your exact order and address. Then you can decide to continue with payment or not.
Q: My order has shipped and I have the tracking number. It shows my package is delivered or delayed but I don’t have my order. What should I do?
A: If your package is experiencing delays in transit, you can track your package with the tracking number provided. If you are experiencing unusual delays or your package has not been delivered, we recommend calling your local Post Office with the tracking number. They will be able to provide more specifics on the delivery. You can review our shipping policy here and please let us know if we can provide information or be of assistance in locating your in transit package.
Q: Do you sell books or yarn wholesale?
A: Currently we wholesale the early issues of Making Stories Magazine and we do not wholesale any other products.
Q: When will my preorder be shipped to me?
A: If an order contains a preorder, we ship your complete order when all items are available (that is, when the preorder arrives with us and is ready to launch). The preorder will be processed for shipping as near to the release date as possible when the stock is available. If there are unexpected delays, we will let you know. If you would like some items shipped before the preorder is available, please place a separate order for those items. If you decide you would like some items in a preorder sooner, send us an email and we will send you an invoice for the additional shipping and get those items out to you right away.
Q: I have a preorder with you and I want to combine a new order with it to save on shipping?
A: Unfortunately we are no longer able to combine new orders with existing Preorders unless the new order is received within 5 days of the original Preorder being placed with us. We strive to accommodate our customers requests and have to balance the efficiency and cost of combining several orders into one especially as Preorders can be active for several weeks and months. If you find you would like to order from us and its beyond 5 days after placing your order, we request that you place a new, separate order and we'll process it and ship it to you right away.
Q: Can I exchange my yarn for another color?
A: Please see our store policies for more information on returns.
Q: Can I purchase a specific yarn/book that is Out Of Stock.
A:; We do our best to keep all your favorite items in stock but sometimes items do sell out. Unless the item is a preorder, we only sell items that are currently in stock and we aren't able to accept payment or reserve items that are out of stock. We are continuously restocking many items and can let you know as soon as those items are back in stock. To do this, please go the product page and click "Notify Me When Available." You'll enter your email address and as soon as that item is restocked, we'll send you an email to let you know. You may do this for as many items as you wish.
Sometimes items sell out quickly, so we recommend ordering at your earliest convenience when you receive the email notification. If you have questions about whether we will be restocking certain items, please send us an email and we may be able to give you more information. We also recommend signing up for our mailing list and tuning into our Shopcast for more information on restocking of specific items. You can sign up for the newsletter with the link above or on the bottom left of The Woolly Thistle Homepage. Tune into our Shop Cast on YouTube: The Woolly Thistle Shop Cast.
How can I find out more about The Woolly Thistle?
We know you want to know more, so sign up for our weekly Shopletter (sign up form right at the bottom of this page) for shop news and perhaps a discount!
Read our About Page
Watch our ShopCast on Youtube and here in the Blog section of the shop. Subscribe to our Youtube channel to be sure to catch them!
Join our Ravelry Group so you can chat with The Woolly Thistle and fellow customers and fans of the shop! Most of our KAL's are hosted in our Ravelry group.
Join our Private Facebook Group and Like our Facebook Page!
For yarn inspiration follow us on Instagram and search @thewoollythistle and tag #thewoollythistle with your lovely happy mail day photos.