Frequently Asked Questions

We hope you are delighted with your experience at Halcyon Yarn! We are glad to assist you with advice about your order at any time.
If you are not satisfied with your purchase please contact us as soon as possible so that we can assist you with a return, exchange, shipping claim, or other service. We are glad to help make it right!

Returns must be made within 30 days of the original purchase, and be in unused condition with original, unopened packaging (labels or sealed packaging) intact. Knitting needles and crochet hooks must be returned within 7 days. Goods sold by weight must be returned at the original purchase weight, not wound down. Larger quantities of a single item may not be returnable, we will notify you before confirming your order if the quantity is non-returnable.

We do not accept returns on sample cards, books, magazines, or patterns, special orders or drop shipped items, items that have been assembled, or otherwise modified, gift certificates, or final sale items. Spinning Wheels and Looms that have shipped free cannot be returned.

If you receive a defective item please contact us immediately and if possible include pictures and a detailed description of the issue so that we can help you.

Shipping charges are non-refundable. You are responsible for return shipping costs.

Refunds are credited to your card as soon as your return is processed, within one to four business days of receiving it. If you purchased items with a volume discount your refund may be adjusted accordingly depending on the quantity returned.

If you need to change your order please contact us soon as possible. We will do our best to accommodate your request, but once an order is submitted we cannot guarantee that changes can be made, thanks for your understanding.

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 with a note or copy of your invoice. You may also mail returns to us directly; however, we encourage you to request pre-authorization first, in case your return does not qualify for a refund. For more information, please review our Refund Policy.

The fastest way to make an exchange is to make a return for the original item(s) and place a new order for the items you prefer.
Please contact us for assistance, we’re glad to help!

Please open and inspect your delivery as soon as you receive it. If damage occurred during shipping or you did not receive your order please get in touch with us immediately for assistance.

If you provided an email when you ordered a tracking message was sent when your order shipped. If you do not receive your order within the expected time frame don't hesitate to get in touch with us for assistance. Please note that most carriers cannot guarantee delivery times.

If your delivery appears to have been damaged please inspect the contents to identify any damaged or missing items and let us know within three business days of delivery. Please keep the packaging (the carrier may require it if a claim is filed), take photos if possible, and contact us with the details.

Please do not file a claim with the carrier directly, if you inititate the claim we are prevented by the carrier from managing the claim on your behalf and we cannot provide a replacement or refund to you directly.

Tracking shows delivered but you can’t find your order? This happens for a few reasons, here’s what to do!

Carriers sometimes deliver to a different entry or nearby address, or they may leave the package at the local USPS, UPS, or FedEx facility. Please check with your neighbors and at other entry areas. If your package still hasn’t been located or delivered by the following day please contact your local post office or carrier office, or let us know and we can help!