Terms of Trade

Skeinz is a small team of dedicated people working hard to provide the outstanding service.  We always do our best to answer your messages and phone calls in a timely manner however please be understand replies can sometimes take 24 - 48hrs.

Refunds: In all cases we stand by the quality of our product. If you are unhappy with the quality of the product you have received please email us immediately advising your concerns. We will contact you in order to discuss & agree a necessary course of action with you. A credit or refund will be provided where there are genuine quality issues.  Please note that refunds can take up to 10 business days to be processed.

We will accept any unused Skeinz branded yarn for exchange or for credit within 3 months of purchase and providing it is still a current batch. The product must be in its original condition when returned. The shipping/freight cost of returning product for credit/exchange are the customers care.  A credit note will be provided to the customer by Skeinz  via E-mail.  Please note store credit or exchanges can take up to 10 business days upon receipt to process

This EXCLUDES Skeinz Black Label yarns, limited edition yarns, discontinued yarns, sale yarns and third party yarns such as: Ashfords, Outlaw, Cascade or Importers Clearance.

Patterns books & accessories may not be exchanged; however they will be replaced if damaged during shipment. Freight/shipping costs will be reimbursed for the return damaged product. Replacement products will be sent at no cost. Damage must be reported (via email) on receipt & product returned within 14 working days of receipt. Please include a full description of the damage when reporting.

Payment: All prices quoted on this website are in New Zealand dollars and include GST. For shipments outside of New Zealand, the tax will be automatically deducted from the shopping cart total. Prices are subject to change due to exchange rate fluctuations. 

Payment methods:  We accept credit card, debit card and laybuy.com

SALE Stock and Oversold items: Due to the huge volume of stock moving through our store and online shop there can sometimes be small discrepancies in our stock numbers. Due to this we can sometimes unintentionally oversell products. This generally happens during sale periods when everyone is in a hurry to purchase items at amazing prices.

To avoid delays in dispatching your parcels we have an instant refund policy on oversold items. If you open your parcel to find something missing, please check for an oversold letter before contacting us. Your credit card, bank account or laybuy will be refunded with the value of the missing items and a letter will be included in your parcel. If your entire order is unable to be fulfilled we will refund asap and you will be informed by email or phone.

Stock on Hand: Inventory of products on our website are included on the individual product detail page. Please check that there is sufficient stock showing to complete your order or project. We can not guarantee in all cases that we have additional stock available. Feel free to email us if you require more stock than what is listed & we can confirm if additional stock is available.

Order Change:  Once an order has been finalised through the web ordering process - it is final, we are now unable to make changes to these orders.  If you need to make additions to your order you will need to place a new order.  Multiple orders can not longer be combined into one delivery, these will be packed and processed in the order they were received.

Despatch Target: We aim to send your order out within 3 business days of receipt or payment.  If payment has not been received within 48 hours of placing the order, we reserve the right to cancel your order.

Please note: During Sale periods and Summer holiday's we despatch on the days that the Skeinz warehouse is open and operational. Please allow 7 - 10 week days for your order to be dispatched and orders placed 1-2 weeks post these periods.