Frequently Asked Questions

Have questions about shopping at The Woolly Thistle? We're here to help, browse our FAQ below! If you still have questions please reach out to us with the form at the bottom of this page.

Placing an Order

You can place your order at thewoollythistle.com.  Just follow these steps:

1. Add the items you wish to purchase to your cart in the desired quantity and color.

2. When you have selected all of the items you’d like to purchase, click Checkout.

3. 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.”  

4. 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.  

At checkout on desktop, on the right side of the screen there is a place to enter your code.  If you're shopping on a mobile device, click on your order summary to reveal the discount code field.

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. 

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.

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!

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. 

We are happy to make changes or cancel your order if it has not been processed for shipping. 

Please send us an email at info@thewoollythistle.com with your request. 

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.

Applicable state and local sales taxes are collected on orders shipped to all US states and the District of Columbia. We are required by law to collect sales tax in states or jurisdictions where we have a physical location or where there is a legal obligation to do so including those required under the US Supreme Court's 2018 ruling in South Dakota v. Wayfair Inc., known as the "Wayfair Decision".

Sales tax is based on the tax rate for the taxing jurisdiction where your order is shipped. 

For shipments to Canada and other countries all import charges, duties, taxes, GST, VAT, brokerage fees, etc., are the responsibility of the purchaser and will be collected from the recipient by your local delivery agent.

Preorders

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.

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.

Shipping

We're delighted to offer all US customers free shipping over $149.  

For orders under $149 there is a flat rate charge of $9. 

We have a small and mighty team shipping orders Monday through Friday.  Currently you can expect your in-stock order to ship approximately 3 business days after placing your order. We enjoy hearing from lots of customers who are pleased to receive their order very quickly.

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. 

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.

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. 

Returns

We hope you absolutely love your purchases from The Woolly Thistle but in the unlikely event that there's a problem with your order, please follow the guidelines below so we can make it right as soon as possible.  Our goal is to have happy customers.

If you find a fault with the goods received then we will offer either a replacement or full refund (within 30 days of purchase).  

We will refund the costs incurred for returning the items to us.Please do not send your purchase back to the manufacturer.Please see instructions below for how to return your item.

If you realize within 30 days of purchase that we sent you the wrong goods, we will offer a replacement or full refund. In either case, we will refund the costs incurred for returning the goods to us.

Please see instructions below for how to return your item.

We make no charge for returns.

You have 30 days from the date of purchase to return the goods.

Returned goods must be unused, in perfect saleable condition and as good as new. 

The item must not smell of smoke. 

It must be in the original packaging.

Returns are processed within 7-10 business days of us receiving the package back from you.  We offer store credit for the value of the item being returned.

Shipping charges are non-refundable. 

The customer is responsible for all shipping fees on the return shipment.Items sold while on SALE are non-refundable. 

Digital products cannot be returned and are non-refundable.

If your original order was eligible for free shipping and you return an item that brings your order total to less than that eligible for free shipping your store credit will be for the full amount of the returned items less $9 shipping charge. 

Please see instructions below for returning your item.

To complete your return, we require a receipt or proof of purchase (packing slip).Send an email to info@thewoollythistle.com with RETURN in the subject line. 

Within your email please provide us with your order number and the reason for return. We will reply promptly with instructions for how to return the item. 

Please note we cannot accept returns that arrive without an email to notify us first. Please DO NOT send back items without contacting us first.

Unless expressly stated otherwise, you are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If you receive a store credit, the cost of return shipping will be deducted from your store credit.

All sales of Gift cards, e-gift certificates, electronic downloads (including digital patterns), and items marked as on Sale are final and non-refundable.

SALE items cannot be returned for exchange, credit, or refunds.

Contact us

Need help placing an order, choosing a color or have questions about our yarn? 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.

Submit your inquiry below.

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