When can I expect my order to be shipped?
Under normal circumstances, every effort is made to ship your item within three business days, Monday through Friday. Should an unforeseen circumstance occur (we are located in Florida; hurricanes CAN happen) that would extend this period, we will contact you to confirm you still wish to have the item. Before finalizing your purchase, make sure that the address is correct. If an error in address occurs and the order is returned to us, the buyer will be responsible for reshipping charges. Of course, if we make the error, we are happy to absorb the cost.
Please keep in mind that once the parcel has left our studios and been placed with the Postal Service, we are no longer the owners and may not file a claim of any sort. Olive & Two Ewe Studios is not responsible for lost packages or delays, though we will try to assist in any capacity we can.
How long before my order is delivered to me?
You can generally expect your order within 7 to 10 business days for domestic orders. Keep in mind that mail delays are a fact of life occasionally; it does happen. We recommend you check with your post office if you feel a delay is occurring.
Is it possible for me to return my order to you?
Absolutely. We work hard to provide a quality product and want our customers to be 100% happy with their purchase(s). Because of this, we provide a generous return policy.
You may return your order within ten days of receipt. In order to process a return, items must be received in their original packaging and must not be damaged or used in any way. Once the item has been confirmed received and in the proper condition, a refund will be issued. The buyer assumes all return shipping costs unless the return is due to our error. To avoid any issues, please review your order and look over your item(s) as soon as you receive them. Our ten day refund period is firm.
How does shipping work for t-shirt and bag orders?
T-shirts & bags are shipped separately from other items, and you should expect your product(s) in 7-14 business days.
What if my order never arrived?
If your order didn't end up arriving, be sure to let us know!
First check your shipping confirmation and check that you entered the correct address. If the address was incorrect, though we'd be happy to send you another order to the correct address, it will have to be at your cost.
If the shipping address was correct, get in touch with us at email@example.com, noting your order number. We'll investigate and see what can be done.
What if my items were damaged?
The last thing we want is for you to be stuck with a damaged item. If it arrives to you damaged, then please get in touch with us within a week's time at firstname.lastname@example.org.
What if it's the wrong size?
If you're unhappy with the size you've received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, it's possible that the garment was mislabeled. Let us know and we'll get you sorted out.
Returns based on customer error are not provided.
This yarn looked different to me when I was ordering it. Why did that happen?
There are many reasons this may have occurred. First, computer monitors display colors differently so the yarn may have appeared quite different. While this difference is usually fairly minimal, sometimes it can be more pronounced. Secondly, part of the beauty and charm of indie-dyed yarn is the variation and nuance. Even yarn dyed in the same batch or dye bath can have subtle or not-so-subtle differences. This is part of the personality of artisan hand-dyed yarn and is usually treasured. Lastly, some hanks may be re-skeined before leaving the studio. We sometimes choose to do this if we're concerned that knots or tangling may have formed during the dye process. Re-skeining takes a hank from a more tie-dyed or color-blocked look to one that is more striped; with the colors more evenly distributed.
ACK! My yarn is bleeding! What do I do?
We dye our yarn with professional grade acid dyes and allow the dye to exhaust. Once exhausted and fully processed, we rinse repeatedly to avoid any bleeding later. However, particularly pigmented yarn will sometimes bleed a little. We recommend hand washing all of your knits in cold water with a wool wash and laying flat to dry. If you find that the yarn is bleeding a bit, try soaking in a little cool water and vinegar, then washing with a wool wash. Bleeding should be minimal if noticed at all.
What IS the best way to care for my knits?
Though super wash yarns may be machine washed in cold, like most knit professionals, we recommend hand washing in cold water and laying the garment flat to dry. This helps to extend the life of the garment and to preserve all of your hard work. We also suggest utilization of a wool wash such as Eucalan or Soak.
Is it our desire that you be 100% satisfied with your purchase from Olive & Two Ewe Studios. You may email us at email@example.com with any questions or concerns you may have.