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Frequently Asked Questions

New to EKF? We're so happy to have you!

You may have noticed that I don't have any yarn in stock - this is because we typically offer our collections on a preorder basis, with new collections launching every 3-5 months! In between these collections, however, we have a mix of in-stock updates on our website, yarn shop restocks (see our stockists here!), and in-person events where you can get our yarn more quickly. 

Why do we operate mostly on a preorder basis? We put a lot of work into each collection that we create, and want to give as many people as possible a chance to have access to each collection, so the easiest and most sustainable way for us to do so is through a preorder! This gives everyone the opportunity to purchase the exact number of skeins they want of any colorway and on all of our yarn bases. Of course, this means that you'll have to wait a little while to get your yarn, but we've found that this is the best compromise for us as a small business and you as our customer!

We will always announce any EKF related collections, updates, and in-person events on our Announcement Bar at the top of the homepage on our website, as well as on Instagram and via our newsletter! We also have a yearly calendar that we slowly fill out as the year progresses so you have an idea of what we'll be doing and when. Still have questions? Feel free to email us through the Contact Us page - we're always happy to help! 

Where Our Yarn Comes From

Our merino yarn is ethically sourced from South America, specifically Argentina, Uruguay and Peru. Additionally, all of our yarn comes from farms that follow mulesing-free practices. 

Washing Your Yarn

While most of our bases include superwash merino, we recommend handwashing all knit garments in lukewarm water and then laying flat to dry on blocking mats or a clean towel. If you do decide to wash your garment, please keep in mind that although the yarn is superwash, it should always be laid flat to dry. A small amount of bleeding in your first few washes may occur, but if this continues to persist please contact us so we can address this issue. 

Shipping

Our shipping time depends on one thing: whether you shopped in-stock or pre-order yarn. Typically, in-stock yarn will ship within 4-6 days of when your order was placed, unless otherwise specified in the listing. Preorder yarn typically has a turnaround time of 12-16 weeks, but make sure to check the collection page for up to date information on turnaround times.

US orders are always shipped via USPS (first class or priority mail based on buyer preference and package weight). First class packages typically arrive within 5-7 days of shipment, whereas priority mail packages arrive within 2-3 days of shipment. International orders are shipped via First Class International mail and typically arrive within 3-5 weeks of shipment. 

Note about US Orders: once orders have been shipped, they become the responsibility of you, the customer. While we are not responsible for lost packages, I will do my best to help answer questions about your shipment. However, if a package is indeed lost, USPS should be contacted directly to resolve the issue. 

Note about International Orders: once orders have been shipped, they become the responsibility of you, the customer. While we are not responsible for lost/damaged packages, I will do my best to help answer questions about your shipment. The customer is responsible for any additional fees (e.g. customs) that may be accrued during transport.

If a package has been refused by you or deemed 'undeliverable', you will receive a refund only for the price of the items you purchased, i.e. shipping charges will not be refunded. 

Combining Orders:¬†we will combine multiple orders placed by a single customer and refund any shipping overages over $5. Orders from one collection/release are combined¬†only.¬†ÔĽŅSmaller, ready to ship updates will not have orders combined.

Have questions about your order or need to update your address?¬†Email us at¬† shipping@explorerknitsandfibers.com¬†ÔĽŅand we'll get things sorted for you!

Returns

Please let me know right away if for some reason you are unhappy with your purchase, if it has been damaged in any way, or if you received the wrong item(s). We will do our best to resolve the issue. If you want to return your item, it must be returned within 10 days of receiving the package and returned in its original state to be eligible for a refund. If the yarn has been caked or unwound, a refund will not be given. The buyer is responsible for shipping costs, as shipping charges are non-refundable. Yarn club and dyed-to-order (preorder) sales are final.

Do you offer wholesale?

Yes! Please send us a message via the Contact Us page on our website and we will get back to you as soon as possible about setting up a wholesale order.

Do you offer yarn support?

I love working with other makers - in fact, that's why I enjoy dyeing yarn so much! If you are interested in getting yarn support for one of your upcoming designs, please fill out the contact form on our Contact Us page or send us an email at explorerknits@gmail.com!