Refund policy

Arachne Fiberworks is a one-person hand-dye studio in Nassau County, NY. This is our complete return and refund policy. The full version, with more detail, is at arachnefiberworks.com/returns.

What we accept

We do not accept returns for change of mind. Hand-dyed yarn, kits, and digital files cannot be restocked or un-sent.

We do accept returns when something went wrong on our end. If your order arrives damaged, is the wrong colorway, weight, or item, or is materially different from its description, we will replace it or refund it in full.

Color variation between skeins, and between a skein and its photographs, is normal in hand-dyed yarn and is described on every product page. That is not a defect and is not grounds for a return.

Used items cannot be returned. Digital patterns and zines are final sale, unless the file itself is corrupted, incomplete, or not what was described.

How to start a return

Email tess@arachnefiberworks.com within 7 days of delivery. Include your order number and a photograph of the problem.
We reply within 2 business days.
If we need the item back, we email you a prepaid USPS return label. You never pay return postage. Ship it within 14 days of receiving the label.
For small or damaged items we often do not need the item back at all — a clear photograph is usually enough.

Refunds

Approved refunds are processed within 2 business days and are issued to the original payment method. Your bank or card issuer then typically takes a further 5 to 10 business days to post the refund to your statement.

Refunds include the original shipping charge when the entire order was wrong.

There is no restocking fee on anything, at any time.

Replacements and exchanges

You may choose a replacement instead of a refund whenever one is in stock. Hand-dyed colorways are made in batches, so a replacement comes from the current batch and will not match the original exactly.

We do not offer open-ended exchanges. We cannot swap a colorway you have decided against for a different one.