Terms + Conditions / FAQ
General terms of sale
If we cannot fulfill an item for whatever reason - we'll contact you via email, hold your order and wait for a reply to determine next steps to rectify.
If there is a problem with your order upon delivery, you must contact us within 7 working days. After this time String Harvest cannot accept responsibility for returns, replacements or amendments, and your order is final.
We do our best to monitor the progress of parcels throughout delivery networks, and as a customer it is your duty to notify us if you believe something is wrong with a parcel delivery. All physical purchases (with the exception of samples and where stated in the product description) will have shipping confirmations and it is your responsibility to monitor these.
Returns, Exchanges & Store credit
We will offer refund or replacement of faulty items as per Australian consumer law, but not for change of mind except in exceptional circumstances. We encourage you to ask us any questions about a product first, especially if it's regarding colours, shade matching or thickness etc.
If you would like to exchange an item please contact us prior and we'll help facilitate this. The cost of returning exchanges is at the buyers expense.
If you need to return an item for a refund or store credit, contact us regarding plans to send the item back so we can expect it.
Please note that due to the labour and admin involved in processing returns these will incur a 10% restocking fee.
In short - PayPal and Credit Card. If you prefer to order over the phone please call 0414 664 702 - for other payment info, quotes etc please read our trade info here
If you pre-order items as well as items currently in stock from our store we will hold your entire order until the pre-ordered items arrive. The buyer will pay duplicated shipping costs should you require other items to be sent prior to the pre-ordered items.
- if during a sale or promotion the correct code is not working please email us BEFORE placing your order. Any orders placed without a code during a sale or promotion can not be reimbursed after your transaction has been completed. Please note with discount codes - close enough is not good enough - discount codes are case and space sensitive!
Where does the discount code go? It goes here: once you click checkout - it's the page where you enter your name, address, etcetera:
Refunds & Cancellations
We do not offer refunds for change of mind. We are a small business who take time to pick, package and send parcels typically with recycled, biodegradable packaging and these costs are embedded in the price of our products, not our shipping. If a product is faulty or you have legitimate reasons for requesting a refund please contact us with the problem.
- We are an Australian store, all prices are in AUD but can be changed in the top right hand side of the website to your local currency, if shipping is available to your country. If not - please contact us for a custom shipping quote.
Something else about shipping?
Check our page on shipping :)
Other good questions
There's some colour, texture or size variation between my hanks/skeins/balls. What's going on?
Many of our products are hand made, often in small batches by artisans. So sometimes there's slight differences from hank to hank, ball to ball etc.
If you order multiples of the same colour we will always try to give you these from the same dye lot. If that's not possible we'll do our best to check with you before shipping your order.
Please also note we make every effort to provide accurate colour images of our products, but sometimes colours look different on various monitors and devices and there is little we can do about that. If you really need to know more about a colour for whatever reason, please get in touch with us and we'll be happy to assist.
Do you wholesale?
All of our wholesale and trade info has its own page, find it here.