Refund policy

Our 100% HAPPINESS GUARANTEE

We want you to love your new yarn! We accept returns within 90 days of your order being dispatched on stock items.

To return an item

  • Call us on 02 9554 7444 or email us at info@skeinsisters.com.au to discuss first.
  • We do not accept returns on sale items.
  • Gift vouchers are not redeemable for cash. Any refund on a gift voucher is made to the purchaser via the method used to initially make the gift voucher purchase.
  • For class cancellations, please see our Classes FAQ
  • Products must be accompanied by a copy of the original receipt together with your contact details - phone number, email and delivery address, and the reason for the return.

Conditions

  • All return items must be in resaleable condition, unless it was faulty or damaged.
  • It must be in its original packaging and unopened.
  • We cannot return yarn if it has been wound from a skein into a ball.
  • Return postage is the responsibility of the customer
  • We do not accept liability for returned goods lost or damaged in transit and recommend using a recorded delivery service.
  • Delivery/postage costs will not be refunded. If a parcel qualified for free postage, the standard postage charge of $13.50 within Australia and $14.95 within New Zealand will be subtracted from the cost of the yarn being refunded. 

Incorrect items

If your order is incorrect, please contact us. The correct items (if available) will be sent at no additional cost, with a return postage bag to send the incorrect item back to us. 

Damaged items

Please be sure to carefully document any damage to the package and contact us immediately. Replacement items (if available) will be sent at no additional cost.

Lost in transit

Our parcels are sent using Australia Post e-parcel or Sendle and while all care is taken, we cannot be held responsible for lost or uninsured packages or if an incorrect delivery address was supplied at the time of order.

Returns made on items purchased prior to 1 September 2026

We moved to a new software system on 1 September 2026. Because your order was placed in our old system, we can't refund it back to your original payment method – so if you're returning something bought before that date, we'll issue you a gift voucher for its value. If you'd rather have the money back, let us know and we'll transfer it to your account by direct deposit. Please allow five business days for it to arrive.

Differences in colour

While we take every care in photographing our products to ensure a reasonable accuracy in the depiction of colour and texture of the yarn, due to the differences in the calibrations of individual monitors, we cannot guarantee that the colour on your screen will be an exact match to the colour of the yarn. If we can assist you in matching or describing colours, please don’t hesitate to contact us.