Refund policy

100% Happiness Guarantee

We want you to love your yarn. If you’re not happy, you can return full-price stock items within 30 days of dispatch.

How to return an item

  • Please email us first at accounts@saltandskein to discuss your return

  • Returns must include a copy of your receipt, your contact details, and the reason for return

Please note

  • Sale items cannot be returned

  • Gift vouchers are not redeemable for cash. Any refund is returned to the original purchaser using the original payment method

Return conditions

  • Items must be unused, unopened, and in resaleable condition, unless faulty or damaged

  • Yarn cannot be returned if it has been wound from a skein into a ball

  • Items must be in original packaging

  • Return postage is the customer’s responsibility

  • We recommend using tracked postage, as we are not responsible for items lost or damaged in transit

  • Postage costs are non-refundable

  • If your order received free shipping, a $10 standard postage fee will be deducted from your refund

Incorrect items

If you receive the wrong item, please contact us. We’ll send the correct item (where available) at no extra cost and provide a return postage bag for the incorrect item.

Damaged items

If your order arrives damaged, please document the damage and contact us right away. A replacement (where available) will be sent at no extra cost.

Lost parcels

Orders are sent via Australia Post eParcel or Sendle. While we take care with all deliveries, we cannot be responsible for parcels lost in transit or for orders sent to an incorrect address provided at checkout.

Colour variations

We do our best to show accurate colours, but screen settings can vary. If you need help matching or describing colours, please contact us — we’re always happy to help.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

 To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at enquiries@saltandskein.com.au

 If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 You can always contact us for any return question at enquiries@saltandskein.com.au.

Damages and issues
 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
 Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
 If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@saltandskein.com.au.