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GUIDELINES ABOUT ORDERS, RETURNS AND REFUNDS

 

WHAT ARE YOUR ORDER SHIPMENT GUIDELINES?
For Patterns owned by Plucky. Plucky patterns (not part of a kit) may be obtained on our website or on our Ravelry pattern store, depending on the pattern desired. In either case, you’ll purchase the pattern through Pay Pal—by providing your credit card or PayPal account information to PayPal. (It isn’t necessary to have a PayPal account to purchase patterns or yarn unless you purchase a Plucky Classics subscription.) Once PayPal approves the transaction, the pattern will be sent as a PDF document to your email address or Ravelry library. You may then open the document by using various PDF software readers (such as Adobe® Reader) available at no charge. Please note: By your purchase of a pattern (whether separately or included in a kit), you agree that you won’t use it for commercial purposes and that you won’t re-sell or give it to any other person.

Shipment date for orders following updates. When you order yarn from an update, your order will again be processed through PayPal. We’ll ship your order within 30 days after we receive it. We usually ship over the course of a few days (also known as shipping in waves). International customers, please allow approximately six to eight weeks for your order to arrive.

Quality control in picking orders. As we are picking orders for shipment, we are also exercising quality control. If we detect something that doesn’t meet our quality standards, we may need to dye a new lot for you. Please see below for further details about our order fulfillment process.

Partial fulfillment of orders. Depending on the size of your order or the time needed to make your order acceptable, we may wait a day or so before shipping, or we may send the rest on its way to you. If we do send out your order without a particular item, we’ll notify you. If you are missing an item and don’t have an email from us advising that it’s on the way separately, please contact us at pluckycustomerservice@gmail.com.

Our shipment guidelines on all yarn orders (except for Classics subscriptions). Please note: Within 30 days after receiving your payment from PayPal, we will either ship the goods ordered by you or email you a written notice of a delay. The notice will include the anticipated new shipment date. Unless we hear from you before we ship the goods by the new shipment date, we’ll assume that you have agreed to the new shipment date. But if you notify us that the new shipment date is not acceptable, we’ll promptly refund the amount of your order. (In the case of partial order fulfillment, we’ll promptly refund your payment for the goods that we didn’t ship.) For Classics subscriptions, the goods will ship at the end of the month after the month in which we receive your payment.

 

I PLACED AN ORDER BUT NOW WANT TO CHANGE IT. WHAT SHOULD I DO?
How we handle change requests. We are unable to make major changes once an order has processed through PayPal. But if we receive your request for a minor change to an order within 24 hours after it was processed by PayPal, we will review your request and do our best to help. Please direct all requests for order changes to pluckycustomerservice@gmail.com. We’ll try to respond to your inquiry within one or two business days. Please be sure to include a copy of your PayPal receipt for your order and your subscription number if it is for Plucky Classics.

PayPal receipt required. Please provide your PayPal receipt to allow for more efficient and accurate processing of your change request.

Please note: We can’t make any changes to orders submitted under a subscription. But you are free to cancel your subscription via your PayPal account before or after a club order is submitted and received, and you may then re-subscribe during open subscription periods with your new preferences.

 

I PLACED AN ORDER. WHERE IS MY RECEIPT?
Your email from PayPal serves as your receipt. We don’t issue any other receipt or correspondence for orders placed through our website. Please keep the PayPal email receipt for your order until you have received and inspected the items. Please note: You may review your order by logging in to your PayPal account.

 

I PLACED AN ORDER. HOW WILL IT BE SHIPPED?
Domestic orders. We use both USPS and UPS. Generally, larger domestic orders (four or more skeins) are shipped via UPS. But we may choose one carrier over the other at any time.
International orders. International orders and those that cannot be shipped by UPS (or would be cost prohibitive to do so, for example APOs, PO Boxes, AK, HI, etc.) will be sent via USPS.

 

I PLACED AN ORDER. WILL I RECEIVE A SHIPPING OR TRACKING NOTICE?
At this time we don’t provide individual shipping notices (nor do we mark them as shipped). And we’re currently not equipped to provide order tracking numbers.

 

I AM A NON-U.S. CUSTOMER. WHO IS RESPONSIBLE TO PAY TAXES, LEVIES, AND DUTIES ON MY ORDER?
Plucky is not responsible for any additional charges that a non-U.S. customer may incur as a result of customs’ duties, taxes (including value-added tax), and the like. These charges are the non-U.S. customer’s sole responsibility. If Plucky is legally obligated to pay these charges because of one or more orders placed by a non-U.S. customer, that customer must reimburse Plucky for its payment of these charges.

Please note: Plucky Classics’ orders don’t itemize the cost of the goods separately from shipping charges. So, for these orders, non-U.S. customers should understand that they may have to pay customs’ duties on the total amount rather than just the cost of the goods. Non-U.S. customers should not refuse delivery of an order simply because the total cost of the order plus shipping charges result in customs’ duties that these customers are obligated to pay. If a non-U.S. customer rejects any Plucky Classics order on that basis, and we receive the returned package in good condition, we’ll issue a refund LESS (i) our cost to ship the item; and (ii) the shipping charges that we incur for the return. This is also the case where a non-U.S. customer rejects any Plucky order because of unanticipated customs’ duties.  

 

I RECEIVED MY ORDER BUT WOULD LIKE TO RETURN OR EXCHANGE IT. WHAT IS THE PROCEDURE TO FOLLOW?
All sales are final, with one exception. Please note: All sales are final. Only yarn that is damaged or orders that have been received incorrectly because of our error will be accepted back as a return for credit or an exchange.

Color variances. We want you to be pleased with your Plucky purchase. We do our best to represent our colorways being sold as accurately as possible and to communicate the variances between bases (e.g., Primo Traveler vs. Bello vs. Rustic, etc.). But we can’t be responsible for the variances resulting from different monitors, lighting, devices, etc. Each of our skeins is dyed by hand in small batches. Because the yarns are hand-dyed, we may not be able to reproduce a colorway precisely the same as it may be pictured or match it from one batch to another. There are many things beyond our control that can cause the same yarn to take the same color differently unless each skein is dyed under the same exact conditions.

Returns based on personal preferences. We won’t accept returns based on personal preferences (for example, color was not as expected or you have changed your mind). Please use the ISO/Destash thread within Plucky’s Ravelry group if you wish to exchange or sell your yarn. Chances are that there is another Plucky knitter out there who is looking for precisely what you have on hand! (Please note: Plucky isn’t responsible for transactions or quality of goods purchased via the ISO/Destash thread in Ravelry.)

Order fulfillment mistakes. We strive to ensure the accuracy of your order when it ships. If for any reason we have made a mistake on your order (e.g., incorrect base, additional skeins, etc.), we will certainly make it right for you. Please note: You must notify us within 14 days after receipt of your package so that we may document the return accordingly. If you don’t notify us within that period, we don’t have to accept your return, and you lose your right to return the goods for a refund or exchange.

 

Valid refunds. For refunds that we acknowledge as valid:

  • A return-shipping label will be sent to you and a refund will be issued once the yarn – in its undamaged, original form (and fully skeined with tags) – reaches our studio. We will pay the shipping cost for you to return the yarn to us.
  • A refund for the cost of the yarn (excluding original shipping fees) will be made via PayPal within five business days after we receive your return in its undamaged, original form and fully skeined with tags.
  • Please note: We can’t accept returned goods that show evidence of customer damage or neglect, including use or wear.

 

I HAVE A QUESTION OR CONCERN THAT ISN’T ADDRESSED BY THESE GUIDELINES. WHAT IS THE BEST WAY TO CONTACT YOU?
Our email address for all customer inquiries is pluckycustomerservice@gmail.com. Please don’t hesitate to contact us. That is what we are here for, and we’re so happy to help! We’ll try respond to your inquiry within two business days. Thanks!

 

PLEASE NOTE: These Guidelines, in addition to our FAQ, explain how we do business with our customers. You are considered to have read and agreed to them each time that you submit an order to Plucky. Thank you very much! We greatly appreciate you!