Frequently Asked Questions
How to care for your alpaca
All our Alpaca knitwear and yarns are made by ourselves in our textile studio based on the Mornington Peninsula. We use the fabulous fleece of both our own Alpacas and also from local farms.
Hand-washing is the gentlest method of cleaning an Alpaca garment, and will add years to the life of your Alpaca knitwear and yarns.
Here is a set of care instructions to extend the life of your alpaca products.
Follow these four simple steps and your Alpaca purchase will give you years of luxurious comfort and wear.
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Gently wash in warm water with a mild shampoo and conditioner together and thoroughly rinse in water of the same temperature. Special care must be taken, as wet Alpaca fabric can weaken and stretch out of shape. Never wring or twist. Gently press excess water from garment.
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While supporting the weight of the wet garment lay it on a dry towel. Ease the garment back into shape and roll up in the towel. Press to remove excess water and repeat this step with a second towel.
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On a flat surface lay the sweater on a fresh, dry towel, until thoroughly air dried.
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Once your Alpaca garment is dry you will want to fold it carefully, avoiding a center crease. Never hang an Alpaca sweater as it will stretch the garment out of shape. Lay flat in a drawer or on a closet shelf.
Items out of Stock
We aim to fill at least 95% of orders from stock, and orders are usually dispatched within 5 working days. However if we are out of stock on any item you will be advised and the remainder of your order will be dispatched as soon as it becomes available. You will not be charged for additional delivery.
Damaged/Missing Goods
Please allow the maximum delivery period before contacting us about a missing order. Please note we do not take responsibility for lost items in the post. Once a parcel is lodged with Australia Post, the onus is on Australia Post. If the parcel is delayed, we can lodge a missing/delayed parcel enquiry with Australia Post on your behalf. A request to do so must be made in writing to us at sales@wool2yarn.com.au . If the parcel is determined by Australia Post to be lost, they will refund/reimburse us and we will pass on that refund/reimbursement to the customer. We will not supply replacement parcels free of charge. Customers can place and pay for a replacement parcel and are responsible for any shipping costs.
Note that all items sent by parcel post or express post with Australia Post will have tracking numbers sent. Should you require your order sent by Registered Post, it is your responsibility to let us know by email after you place your order on the website.
Please note that a small P & H fee has been added to the standard Australia post charge.
Do not accept any package if it appears damaged in any way, and please notify us within 7 days of delivery if you have refused the package, or if items are missing from the package.
Prices
We aim to ensure that our products are competitively priced, and price check on a regular basis to ensure value. All prices shown on this site are inclusive of GST at 10% and are subject to change without prior notice. Prices are in $AUD and any currency conversion will be carried out by your credit card provider or PayPal. Any currency conversions on this site are approximate and are for guidance only.
Returning Goods
If you are not entirely satisfied with your products, you are entitled to return them at any time from placing the order up to 7 days from delivery. You must notify us in writing of your cancellation of order, and the cost for returning the goods will be your responsibility.
The goods must be returned undamaged so that they can be resold and you will receive a full refund, excluding postage costs, within 30 days of their return. Goods which have been incorporated into other goods, or undergone further processing by the customer cannot be returned.
Goods which have been ordered as a special item or bought in as a special request (ie not a stock item) cannot be refunded.
Product Advice
Due to the nature of the products that we sell there may be variations in the end result, therefore we suggest you take the following measures:
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always sample before starting your project
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order enough material to complete your project
Whilst we are happy to give advice on our products and their use, we cannot accept responsibility or liability as conditions of use are beyond our control.
Colour Charts
The colour palettes featured on this web site are as accurate to actual product colours as possible, however due to different screen settings and resolutions it is impossible for these to be 100% accurate. We recommend that you purchase a sample of the colours you require should your project be critical to avoid any colour inaccuracy issues. Once again, always buy enough for your project as colours vary from batch to batch.
Fibres which have been dyed by us, are never exactly the same, which gives them that uniqueness. Usually they are unique batches and never repeated.
Overseas Orders
We do ship outside of Australia and are always adding more countries to our shipping page at checkout. Please note that an extra charge may be levied as import duty or other taxes for products shipped outside the Australia. These charges, or any other issues as a result of import legislation are the responsibility of the purchaser. Also note, overseas orders are free from GST and the full GST amount will be refunded after the order is placed.
