Frequently Asked Questions
Orders & Payment
How quickly will my order be processed?
Pretty fast, if we do say so ourselves! We process and dispatch within 24 hours of purchase (excluding weekends and public holidays — even yarn lovers need a day off). You'll get a tracking email the moment your parcel is on its way — just allow up to 48 hours for the tracking details to wake up and do their thing.
Can I change or cancel my order after placing it?
Act fast! Drop us an email at shop@unwindandknit.com or give us a ring on 022 185 7199 and we'll do our absolute best to help. Once an order has been dispatched, we can't make changes — it's out of our hands and in the courier's! Custom or special orders also can't be cancelled once they've been accepted, so choose wisely (but also, you have great taste, so you'll be fine).
What payment methods do you accept?
We've got you covered! We accept all major credit and debit cards, Afterpay, and PayPal — because flexible payment options are just good manners. Everything is processed securely, so you can shop with complete confidence (and zero guilt, obviously).
Shipping
Where do you ship from?
We're nestled in beautiful Cheviot, North Canterbury, New Zealand — and yes, we ship from right here in our little corner of paradise!
Do you ship internationally?
Absolutely — yarn knows no borders! We offer two international shipping options:
Economy Semi-Tracked: 5–10 days, no proof of delivery or signature required.
Economy Tracked: 5–10 days, with tracking (no proof of delivery or signature required).
Choose your adventure!
Do you deliver to PO Boxes?
Sadly, no — we need a real, physical street address to get your goodies to you safely. PO Boxes are a hard no from the couriers, so please pop in your street address at checkout. We'd hate for your yarn to end up lost in the postal void!
Will I be charged customs or import duties?
Honestly? Maybe — it depends on where you live! Some countries love charging customs fees and import duties on international orders; others are more relaxed about it. Since these charges are set by your local customs authority (and are completely out of our hands), they're the customer's responsibility. If you're unsure what to expect, it's worth a quick check with your local customs office before you order. Knowledge is power, and all that.
Do you offer in-store pickup or a physical shopping experience?
Not just yet — we're an online-only store for now, and your orders come straight to your door (which, honestly, is a pretty great way to shop in your pyjamas). But watch this space! There are plans in the wind for an in-person experience, and when we have it all sorted, you'll be the first to know. Stay tuned! 🧶
Returns & Exchanges
What is your return policy?
We want you to be completely obsessed with what you receive! If something isn't right, we accept returns within 30 days of purchase. Items need to be unused, unopened, in their original packaging, and in saleable condition. Please note that sale and clearance items, gift cards, and custom or special orders aren't eligible for return unless they're faulty — because, well, rules.
How do I start a return?
Easy! Just email us at shop@unwindandknit.com with your order or invoice number and we'll walk you through the whole process. Once your return is confirmed, pack the item securely and send it to the address we provide. Return shipping costs are on you unless the item is faulty or we made an error — in which case, we've got you covered, no questions asked.
When will I receive my refund?
Once we've received and approved your return, refunds are processed back to your original payment method within 5–10 business days. Original shipping costs aren't refunded (unless the item was faulty or incorrect — then absolutely yes).
What if my item arrives damaged or incorrect?
Oh no — that is NOT the customer experience we want and we are so sorry! Please get in touch within 7 days of receiving your order at shop@unwindandknit.com and we'll sort out a replacement or full refund at no cost to you. We'll make it right, promise.
Yarn Care
How should I care for my yarn and finished knits?
Treat your yarn like the precious thing it is! Every yarn is a little different, so always check the care instructions on the individual product page or label first. As a general rule, natural fibres like wool and cashmere love a gentle hand wash in cool water with a wool-safe detergent — then lay flat to dry to keep their shape. No tumble dryers, please. They will not thank you. For the full rundown on caring for your knits, head over to our dedicated Yarn & Garment FAQ's — it's got everything you need.
How should I store my yarn?
Keep your stash happy! Store your yarn somewhere cool, dry, and out of direct sunlight to protect those gorgeous colours and fibres. For natural fibres, a breathable bag with a cedar block or a little lavender is a brilliant way to keep moths at bay. Moths have terrible taste and should not be trusted near good yarn. Want more storage tips? Our Yarn & Garment FAQ's has you covered.
Subscriptions & Pre-Orders
How do subscriptions work?
Subscriptions are basically the gift that keeps on giving — to yourself, which is the best kind! You choose your preferred duration and frequency, and repeat deliveries are taken care of automatically. Your payment details are stored securely, and you can cancel or make changes anytime using the links in your order confirmation email. No drama, no fuss. Want more info? our Yarn Subscriptions Info page should give you everything you're after.
How do pre-orders work?
Pre-orders let you secure your spot for out-of-stock or upcoming products before they're available to the masses — very VIP of you! Depending on the product, payment may be collected in full, as a deposit, or at the time of dispatch. Please note that custom or special order pre-orders can't be cancelled once accepted, so make sure you're committed (we believe in you).
Still Have Questions?
We'd love to hear from you — seriously, don't be shy! Reach out at shop@unwindandknit.com and we'll get back to you as soon as we can. 🧶