Diversity and Inclusion Policy
I am committed to making every person's experience of engaging with me and my business as inclusive, respectful and welcoming as possible.
I acknowledge Māori as Tangata Whenua ō Aotearoa and am actively engaged in learning more about te Ao Māori and te Reo Māori as part of my personal journey which I bring to all my work.
I am committed to treating all people equally and with respect irrespective of their age, ability, gender, physical appearance, size, race, income, religion or belief, or sexual orientation.
I am also committed to learning more about diversity and inclusion and what that means for me in all aspects of my life and business here in Aotearoa/New Zealand. I aim to provide an accessible and positive experience for all and am open to feedback about this.
I support and deal only with other businesses who embrace diversity and inclusion and run their businesses sustainably and ethically, including regarding the treatment of animals and the environment. I choose not to support businesses that don't make an effort to do this, including those that are spreading mis/disinformation during our current Covid 19 pandemic.
I ask that all communication online, on social media or in person is respectful to all. I hope that you feel welcomed and respected in all your dealings with me and others when engaging with my business in any way, if not please contact me directly via email here.
Please continue reading for my shipping and returns policies and advice for care of products below.
All in-stock ('Buy Now') items will be packaged and shipped within 48hrs and a confirmation email will be sent to you.
For orders within NZ allow 2 - 4 working days for your order to arrive.
Please allow between 7 - 28 days for international orders to arrive.
For pre-orders you can expect to receive your yarn within 2-3 weeks if I have the (undyed) yarn in stock. If it is not in stock I will contact you regarding when you can expect to receive your order, this could be between 3 - 8 weeks depending on the supplier.
Shipping within NZ is a flat rate of $10 around the country on all orders under $150. Domestic shipping on orders of $150 and over is free.
I have flat rates for shipping internationally - Australia is NZD$20 and Rest of World is NZD$40
Please note that if you are outside of NZ there may be additional customs fees you might be required to pay upon receipt of your purchase in your country. It is the customer's responsibility to pay these fees.
All care is taken to create a quality product and to best represent this product through accurate-as-possible images and descriptions, keeping in mind that all screens will display images slightly differently. However, if you are not happy with your purchase or you have changed your mind I want to do what I can to give you what you're looking for.
If there is a clear fault that is not fixable I am happy to replace the yarn or refund you. Please note that milling industry standards allow for up to three knots/joins per 100g skein so this does not constitute a fault. (There will rarely be any knots in your yarn and it would be extremely rare to find three, so any more than this please let me know!)
Goods will only be refunded or exchanged once I have received and checked them.
If you would like a refund or an exchange please contact me within three days by email of receiving your purchase. The yarn you have purchased needs to be returned to me, at your own cost, in pristine condition as when purchased and not having been exposed to smoke. I can refund / exchange skeins only - no cakes. If your yarn has been caked it is non-refundable so please choose carefully.
Shipping costs are not refundable and the buyer bears the cost of the return shipping.
In all other instances sales are final.
Care of yarn
Store your yarn out of direct sunlight until you are using it.
To wash your finished knitted project, handwash only in cold/tepid water using a mild liquid wool detergent. Cold rinse and gently roll your garment in a towel or two to squeeze the water out then lie flat out of direct sunlight to dry.
I want you to be happy with your purchase so if upon receipt of your scarf you are not satisfied with it, I will refund you less the non-refundable deposit if you make contact with me via email within three days of receiving your scarf and the scarf is returned to me in pristine, resalable condition as when purchased. Shipping costs are not refundable. Your refund will be made once I have received and checked the scarf.
Please note that if your scarf is a bespoke order it is not refundable.
All care is taken to create all scarves to the highest standard. As the scarves are handwoven, expect some 'imperfections'. These are part of the beauty of your unique, handmade item.
If you are not happy please contact me by email and we will together work out a solution.
Care of Scarves
Please keep your precious handwoven scarf away from sharp objects, especially jewellery with 'catchy bits' - and keep your cat away from it! Cats' claws and handwoven scarves do not go well together...
If you find that a thread has pulled, you can fix this yourself by gently holding the scarf width-wise next to the caught thread and pulling. The thread will pop back into place!
To store or to pack for travel, rolling your scarf will help avoid creases.
Regular washing is not necessary or recommended but if you do need to wash it once in a while use a mild liquid wool wash detergent and cold/tepid water to hand wash. Rinse in cold water. Gently roll your scarf in a towel or two to squeeze the water out then lie flat on a towel over a laundry rack out of direct sunlight to dry.
I am happy to make one repair on your scarf within a year of purchase if it is within my ability to do so and if the damage is not extensive. All shipping costs need to be covered by the customer. Please contact me directly to discuss any repairs before sending me your scarf.