FAQs

Does my order come with tracking and/or insurance? First Class Mail is not insured; however Priority mail comes with $50 of shipping insurance. Tracking within the U.S. is available and will be sent to your email once shipped. We highly recommend purchasing our “Free Returns & Package Protection” option upon checkout. This provides package replacement if your order is lost, stolen or damaged as well as free exchanges, returns or store credit on your order.  If you chose not to purchase the coverage, you are responsible for filing a claim on any lost, stolen or damaged packages and for the cost of any return shipping expenses.

Claims can be filed here by purchaser (usps.com), I am not responsible for lost packages or delays. International mail is not insured nor is tracking available beyond U.S. borders. You can expect an international package to be delivered anywhere from 3-6 weeks once shipped (not ordered). If your package hasn’t arrived after the 6 week point please our team at orders@hueloco.com. We will do what I am able but have no control over your package once it’s left my hands. 

Claims must be filed by you, the recipient, through USPS. As per USPS guidelines, once the package is picked up by the postal service the ownership of that package is now yours. I have no control of claims filed as I’m no longer considered the owner. 

Can I return my order? Eligible domestic purchases may be return within 14 days of receiving them. You can read the details of our return policy here.

Items eligible for return: in-stock speckled & semisolid colorways, seasonal sets, mini bundles of the month, sock sets of the month

Items ineligible for return: all preorders, dyed-to-order purchases, sale items, holiday themed items, extravaganza items, retiring items, gift cards, and downloadable PDFs. We are unable to accept returns on international packages at this time.

All items returned must be in their original packaging and undamaged. Damage could include but is not limited to: pet hair, smoke, perfume, caked skeins, and/or yarn cut into with scissors. Items received for return that are found to be in an unsellable state are not eligible for a refund. Such items will not be sent back to you. At this time, international orders are not eligible for return. To make returns easier on you, you can initiate your own return start to finish! 

CLICK HERE TO INITIATE A RETURN

Returns are refunded once received. Unless the error was ours or the product was damaged upon receiving it, you are responsible for return shipping expenses and a potential 15% restocking fee. Please be sure to look over your item upon receiving it as returns cannot be accepted past the 14 day mark. 

What are your international shipping rates? International shipping rates to Canada start at $11.50 and go up. All other international orders range from $24.50 - $90. Please keep in mind these are my best estimated guesses for international shipping. 

All international packages are shipped First Class Mail. We do our best to combine shipping on multiple international orders. All international packages marked as "yarn" and valued at what you paid for your items. Please do not ask us to mark your package at a lower value to defer paying customs fees. 

Why am I being charged more for my international shipment? While we do our best to estimate international shipping charges, there may be overages. If this is the case, you will receive an updated invoice to cover those additional shipping fees. 

I sent an email, why haven't I heard back? Our operating hours are Tuesday - Friday, 8am to 5:30pm. If you've emailed us outside of those hours or at the tail end of the day on Friday, be reassured we will get back to you on Tuesday! 

I'm being charged a restocking fee, please explain. There are a few situations where we will deduct a 15% restocking fee from your return. For example, your address was entered incorrectly and your package has been returned to us because of it. Our team will reach out, if you're unwilling to pay a second time for shipping and we have to refund your purchase a restocking fee will be deducted. Other situations that merit a restocking fee: you made a mistake on base or quantity, or have changed your mind about the purchase. Your ordered will not be charged a restocking fee if the error was ours or the product was damaged. We charge a restocking fee to cover the time spent on our end processing & managing returns.

When will my order ship? Ready-to-ship items will ship within 4 business days (T-F). Aside from our collections, all dyed-to-order and/or preorder items have a processing window of 3 weeks until shipped (not delivered). We do our best to get these items out as soon as possible. All items are shipped via United States Postal Service. Please be sure that the address provided is correct before submitting your order (PayPal). If there is an issue with shipping to your provided address and the shipment is returned to me, you are responsible for the re-shipping costs. If the error was mine, I will cover the cost.

Preorder items: All items labeled with “preorder" are dyed-to-order and come with a wait time of 3 weeks until shipped. Preordered collections have a varied wait time depending on how many orders we received, please refer to the collection listings for a more specific timeline. Please note that any non-preorder items that are purchased with a preorder will be held until the preorder is ready.

Local Pickup: We are happy to offer local pick-up! Once your order is ready, you'll receive a notification via email. We schedule pick-ups on Fridays between 10am-12pm and 4pm-5pm. If you cannot make those hours work, we will work with you to coordinate a time. Orders that are not picked up within 60 days will be restocked, no refund will be issued. 

Local Shopping: We are happy to offer local shopping appointments! We schedule private shopping appointments on Thursdays between 10am-12pm and 4pm-5pm. If you'd like to schedule a shopping appointment please email local@hueloco.com to inquire! We accept all major credit cards, cash cannot be accepted at this time. 

Will you cake my skeins? We will cake your yarn for a fee based on grams, you can find the listing here. Caked skeins are not eligible for return.  

Dyed-to-order listing: Please keep in mind, when utilizing our dyed-to-order listing there is a minimum order of 3 skeins. If you order less than 3 skeins we will refund your order. 

I got an email that my order shipped but it hasn't moved: When orders are received, the shipping labels are printed and kept until the preorder items are ready to ship. Please remember that when you receive an email stating that your order has shipped, if it contains a preorder, it will take a number of weeks for any tracking updates to appear. Don’t worry! We haven’t lost or forgotten your package, we are just working hard to get all preorders dyed so if possible please wait until the stated waiting period is over before emailing to inquire about your order status.

Can I return a preordered item? All preorder purchases are final so we are unable to offer exchanges or returns on these items, this also applies to preorder collections. Please be conscious with your purchase.

When will my order ship if I have ordered both preorder and in-stock items? Any in-stock items that are purchased with a pre-order item will be held until the preordered items are ready so the entire order can be shipped together.

Combined shipping: We understand that changes sometimes need to be made to an order after it is placed. Once an order has been processed and the shipping information printed it is difficult on our end to combine two existing orders. If something comes up, email orders@hueloco.com and let us know. If your order has not processed we may be able to help but be aware that we may not be able to combine orders. If saving on shipping costs is the reason for combining orders, please note that the majority of the time, because shipping costs are calculated by weight the combination often won’t save you any money. We encourage you, if you aren’t completely sure that you have everything you want in your cart, take the time to add everything you need before checking out.

Why am I being charged sales tax? As a small business, we have an obligation to remit annual sales tax to states once we've met their remittance thresholds. 

I have an issue with my order what should I do? Please email orders@hueloco.com to resolve any issues with your order. 

How long will it take for me to receive my items? For domestic purchases, it takes approximately 5-7 business days. For international packages please allow 4-6 weeks. Mail delays can and do occur. Please contact USPS (usps.com) or your local post office to inquire about any packages that haven’t been received before contacting us. We will do my best to look into it, however, hue loco is not responsible for any lost or delayed packages. 

Can I wash my yarn in the washing machine? We always recommend hand-washing your knit or crocheted items with cool water. Lay flat to dry. We are not responsible for damaged items that are put through the washing machine or dryer. 

If I order multiple skeins, will they be the exact same? Due to the hand-dyed nature of our product, no two skeins will ever be the same. If you are purchasing multiple skeins for a project, please order them at the same time and alternate rows. We do our very best to represent the colors accurately in our photos, please also refer to the colorway description for more details. Colors in monitors will vary.

Why does my colorway look different from the picture on the listing? First, please consider that small batch dyeing produces varied results. Every. Time. Uniqueness is one of the most beautiful elements of hand-dyed yarn and generally appreciated. Unless you receive the exact skein that was photographed, items you purchase from the store will have their own color variations and shifts. Colors in monitors will vary. The color you’re seeing on your computer may be generating a more green or red shade on the color spectrum. Lastly, some of the skeins that move through the shop are re-skeined due to tangling. This means that the fiber had been rewound and that the color will be evenly distributed throughout. Many hanks that leave the shop have not been re-skeined and will look ‘color blocked’ until caked. 

My yarn is bleeding, is that normal? It’s normal for your yarn to bleed slightly for the first couple of washes especially if the colorway is saturated. Try soaking your hand knits for 5-10 minutes in cold water and lay them flat to dry. Although super wash yarns can be machine laundered we always recommend hand-washing for longevity. Your yarn should not bleed onto your hands while knitting, if this occurs please contact us at orders@hueloco.coom to resolve the issue.