Refund policy

At Louie & Lola Yarns, we strive to ensure you’re satisfied with your purchase.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You can return your product for store credit, exchange or a refund to the original payment method.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

Please note the following exceptions to our return and refund policy:

• Discounted and clearance items are final and cannot be returned or exchanged.
• Custom dyed and dyed-to-order yarns cannot be returned or exchanged.
• Gift cards are not redeemable for cash or eligible for refunds.
• Products approved for return, unless deemed faulty or damaged, must be returned in original product packaging and resalable condition.
• Yarns approved for return, unless deemed faulty or damaged, must still be in skein form (not wound into balls or cakes) and have original yarn bands still on.
• Returned items must have no visible signs of wear or use.
• We cannot accept any liability for your returned goods lost or damaged in return transit and recommend using a tracked delivery service.

To initiate a return, please contact us with your request, including the product(s) name, colour, quantity, invoice or order reference and reason for your return request. After reviewing your request, one of our team members will respond with the appropriate course of action required.

Return parcels should be addressed to:

Louie & Lola Yarns

10 Deacons Close

Claude Road, Tasmania, 7306, Australia

Return parcels should be accompanied by a copy of the original order receipt together with your contact details, such as your phone number, email address and delivery address.

Additional Information:

COLOUR AND APPEARANCE

We take care in photographing our products to ensure a reasonable accuracy and representation of the colour and texture of our yarns. However, due to variations in individual mobile device and monitor settings, we cannot guarantee that the colour displayed on your screen will perfectly match the actual yarn. If you need help with colour identification or descriptions, please reach out to us.

Louie & Lola Yarns are hand dyed, so each skein will be unique in it’s own special way. Though we use the same recipe batch to batch, each wash of dye splashes in different ways, colours blend uniquely and sprinkles of dye may not fall in the same spots as last time. It’s part of what makes hand dyed yarns so special!

Different yarn bases may also interact with dyes differently and can exhibit varying levels of saturation and colour vibrancy.

CHANGE OF MIND

Louie & Lola Yarns will accept returns of stocked items within 30 days of your order being dispatched.

Postage charges will not be refunded or credited.
If a parcel qualified for free postage, the standard postage charge of AUD $12.00 will be deducted from the cost of the yarn being refunded or credited.
Return postage is the responsibility of the customer.
Where product exchange is chosen, the customer will be responsible for an additional postage charge for the resupplied parcel.

Processing of your store credit, product replacement or refund will occur on receipt and review of your returned parcel/items.

FAULTY OR DAMAGED ITEMS

If you believe your item is faulty, please contact us immediately. We encourage you to reach out to us either verbally, in person, or in writing to describe the issue, allowing us the opportunity to review the details provided.

To better understand the problem, we may request photographs to accompany your written or verbal description. In some instances we may require the suspect product be returned for investigation.

Faulty or damaged items may be eligible for a refund, credit, or replacement, depending on the resolution agreed upon after discussing your specific situation with a member of our team. We strive to resolve such requests as quickly as possible.

If a replacement is agreed upon, it will be provided at no additional cost, including any product, postage, or shipping charges.

In some cases, if both parties agree, you may choose to keep the product and receive compensation for any decrease in value caused by the issue.

Products will not be refunded or credited where the problem with the product was caused by misuse or incorrect care and washing.

MISSING OR INCORRECT ITEMS

If your ordered item is incorrectly supplied or missing from the parcel, please contact us immediately. We may request photographs of an incorrectly supplied item so we can identify the correct actions to be taken to rectify the issue. 

Missing items may be refunded, credited or resupplied, depending on the actions agreed upon after discussing your specific scenario with a representative of our team. We will endeavour to resolve any error made on our part in the shortest time frame possible.

Should you have any questions regarding returns, exchanges or refunds, please feel free to reach out to us!