Black Friday Sale 24th November.  Use the code blackfriday2017 to receive 15% off your order!  

Black Friday Sale 24th November.  Use the code blackfriday2017 to receive 15% off your order!  

Frequently Asked Questions

General

What is Skein?

Skein is a small hand-dyed yarn and fibre company based in Coffs Harbour, Australia.

How Do I Buy Skein Yarn and Fibre?

We have weekly shop updates which occur evey Friday at 9am AEST.  You can also also buy in-stock yarn and project bags from the shop.

How do your shop updates work?

As mentioned, shop updates occur weekly on Friday at 9am AEST.  Updates usually consist of in-stock yarns, that are ready to ship.  We begin processing these orders on the following Monday.  To find out what will be on offer in each update, please check the news thread which we update every Wednesday.  For update notifications, please sign up to our newsletter.

How Do I Pay For My Order?

While all orders are processed through PayPal, you do not need a PayPal account to purchase items, just a valid credit card. Unfortunately, we do not accept bank transfers.

I Have Placed Multiple Orders - Can You Combine Ship?

Yes, we will happily combine ship! To help us keep track, please add a note with your final order (this can be done during checkout) letting us know you have placed multiple orders.  Otherwise, if there is no note, we may end up sending your purchases separately.  Shipping refunds are applied as soon as your order ships.

Do You Ship Internationally?

Yes! We ship worldwide.

I Live Overseas, Can You Tell Me How Much Shipping Will Cost?

We offer half price shipping to all international customers. To check the cost of shipping, go to 'Edit Cart' and use the shipping rates calculator that is located at the bottom of the page.

Can I buy Your Yarn in Shops?

We no longer wholesale our yarns; the only place to buy them is from our online store.

Can I Place A Custom Dyed Order?

Custom-dyed yarns are no longer available. However, we do have a Wish List thread over on Ravelry. If you would like to request a certain yarn or colourway, please post there and we will do our best to include it in a future update.

Where Can I Find A List of Your Yarns And Colourways?

Our yarns can be found here and a list of our colourways can be found here. We like to mix up our colour selection each season, so our colourways are often changing. We love to add new colours each season as well as offer popular colours from previous ones. If you would like to see a particular colourway, please let us know in our Wish List thread over on Ravelry.

Can I visit Skein Studio?

We are working towards opening up our studio to the public. Once we are open, details will be placed here.

Do You Have Clubs?

Yes, we have a monthly yarn club.

I Have Paid For A Club Subscription, Why Have I Not Received My Order?

The last day to subscribe for the current month's club will be on the 5th of every month. Subscriptions placed after the 5th will start the following month - these subscriptions will receive a club shipment the month after they unsubscribe to make up for the amount owing.

How Do I Know When My Club Has Been Shipped?

All club orders ship in the last week of each month. Australian club subscribers will receive a shipping email with tracking as soon as the club orders ship. Unfortunately this service is not available for international customers. If you would like to know exactly when your order ships, please check our Yarn and Fibre Club thread on Ravelry.

Can I earn Skein Points by joining the club.

Unfortunately no, the club subscription is handled by PayPal not our website - therefore points can not be added to your account.

 

Why Does My Yarn/Fibre Disappear From My Cart?

During weekly updates, popular yarn and fibre will sell out quickly. If someone has beat you to the checkout, you will lose the yarn from your cart.

How Will My Order Be Shipped?

We make sure that your order is packaged safety in waterproof, strong mailing bags. All orders are shipped via Australia Post. For Australian customers we offer Flat Rate Parcel Post and Express Post shipping rates, and both services come with full tracking. For International customers we offer low-cost shipping, however this service does not come with tracking. If you would like to have your parcel shipped with tracking, please contact us and we will advise you of the shipping rate.

How Long Will My Order Take To Arrive?

Australian customers should receive their parcels between 2-7 business days. International customers should expect parcels to arrive between 2-3 weeks.

What Happens If My Order Goes Missing?

Please contact us. If your parcel has gone astray, have no fear - we'll make sure that it arrives!

Where Does Your Yarn Come From?

We source our yarns from both domestic and international farms, mills and suppliers. We only work with businesses who supply superior quality yarns that meet our standard of excellence.

Do you Provide Yarn Support For Designers?

Yes, we love to collaborate with new and established designers. Please read our Design Support page for submission guidelines.

 

Skein Points

What is this?

This is our way of showing our appreciation to all of our wonderful customers. For every dollar you spend you will earn one point, over time points can be collected and used to earn discounts; the more you collect, the more you save!

Who can join?

Anyone with an account is automatically enrolled.

How do I earn points?

Easy, every time you make a purchase you will automatically earn points.

How do I view my point balance?

Your point balance is on every page (bottom right of the screen).

How do I redeem my points?

Select the tab called Redeem Points. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a discount on your order.

Is there a limit to the number of points I can earn?

No. Go ahead and earn as many as you can!

Do my points expire?

Yes. If you don't earn or spend any points in 12 months, they'll expire.

What do the 'approved', 'pending' and 'cancelled' statuses mean?

  • Approved: These points can be redeemed on rewards immediately.
  • Pending: These points need to be verified before you can redeem them. This typically applies to purchases and referrals.
  • Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled).

Why did my account balance go down?

You cancelled or returned a purchase.

I completed an order but didn't earn points!

It can sometimes take a few minutes for us to process your activity and provide your points.

Can I use my points during checkout?

Not directly - please redeem your points for a voucher which can then be applied during checkout.

I Tried To Use My Skein Points Discount Code But It Wont Work?

Occasionally the discount code that you have been sent will expire - please use the contact page on the website and we will fix this for you.

How do I leave the program?

If you no longer wish to earn points, please contact us and ask to be removed. We'll do this and you will lose any points you have accrued.

What happens if I leave and decide to join again?

Just contact us and we'll re-enroll you. However, your point total will begin from zero.

Where can I report a problem or give feedback?

Please use our contact page.