Orders are attended to promptly and in the sequence in which they are received. Our yarns are custom prepared for each order and we take great care in their preparation and assembly. This takes time. Orders normally ship within two to three weeks of receipt of the order, often sooner. If there will be a significant delay because we are traveling, we will inform you by email.
Within the US, orders are shipped via United States Postal Service (USPS) Priority Mail with an expected delivery within 2–3 business days from the shipping date, however we cannot guarantee delivery dates. Customers receive an email with a tracking number when their order ships. Please contact us if you would like Signature Confirmation or overnight delivery via USPS Priority Mail Express.
Shipping rates are based on tiered flat rates determined by the total value of the order that is shipped. For purchases over $50, domestic customers have the option at checkout to add insurance. Catherine Lowe will not investigate or assume responsibility for any uninsured shipment that does not reach its destination, or reaches its destination in poor condition. Lost or damaged merchandise will not be replaced if the shipment has not been insured. A customer who does not purchase insurance thereby accepts full responsibility for the shipment.
International orders, including Canada and Mexico, are shipped via United States Postal Service (USPS) Priority Mail International. While within the United States, the order is handled by the United States Postal Service (USPS); once it leaves the US, it is transferred to and delivered by the customer's national postal system. International orders are fully insured for the total value of their contents.
International parcels may be held at their destination pending payment of VAT and/or customs fees levied for importing goods. As the importer, the customer is responsible for these fees. Catherine Lowe will not be responsible for any fees that may be assessed on international shipments. Customs declarations required for all international shipments will reflect the actual contents and value of the shipment. Catherine Lowe will not reduce the stated value of the shipment or mark as a "gift" any shipment that is not legitimately a gift; to do so is in violation of the law.
Customs processing can significantly delay delivery of the parcel. If the order has not arrived after 45 days (60 days in Italy and Greece), we are happy to file an insurance claim. Once the claim has processed, we will contact the customer to determine whether the order will be replaced or refunded.
Because our yarns are prepared for each order, only single yarn, single color bespoke yarns may be returned for exchange or refund. Mixes of yarns that have been wound together per the customer's request are not eligible for refund or exchange. Returns must be made within 10 days of the date of receipt of the order as indicated by our delivery confirmation records. Refunds and exchanges will be subject to a 25% re-stocking fee. All refunds are for store credit only and are issued in the form of a digital gift card. Cash refunds and refunds to a credit card are not available. Please contact us for this service.
Any yarn returned for refund or exchange must be in resalable condition and the customer will be responsible for both the original and return shipping/insurance fees. Catherine Lowe reserves the right to deny a refund or exchange when it determines the returned item does not meet the these conditions. All other orders of bespoke yarns, as well as patterns, kits, needles, notions, books and any other purchase made from Catherine Lowe may not be returned for refund or exchange. Catherine Lowe will not accept responsibility for any damage done to yarns due to mishandling or improper treatment of the yarn during swatching, fabrication, construction or subsequent care of the handknit.
Our yarns are distinctive and innovative; we encourage customers not familiar with them to purchase a 100 yard ball before making a larger purchase.
Cancellations must be received within 10 days of the date of the original order and will be accepted only if the order has not been prepared and/or shipped. Please contact us for this service. The amount refunded will reflect a 10% cancellation fee and will be refunded to the customer's credit card. If the order has been prepared and/or shipped, the conditions relevant to returns and exchanges outlined above will apply.