FAQ
The Websters Online Store Policies
We ship orders Monday – Friday via USPS and UPS. Tracking information will be provided once your order has shipped. Please note that none of the shipping methods we offer include a guaranteed delivery date.
Orders are typically processed and shipped within 2 business days. Shipping rates are calculated based on weight, dimensions and destination. To get a shipping estimate, add your desired items to your cart and enter your delivery information at checkout.
If your package is lost or arrives damaged, please contact us and we will do our best to make it right.
Shipping costs cover transport only and do not include tariffs or import duties. Any applicable customs fees are the responsibility of the recipient upon delivery.
Orders returned as refused or undeliverable are not eligible for shipping refunds. If your order qualified for free shipping, the actual shipping cost will be deducted from the merchandise value before your refund is issued.
We accept returns on regular-priced, unaltered items in original condition within 30 days of delivery. To initiate a return, please email us at info@yarnatwebsters.com with your order number and the items you would like to return.
Return shipping is the customer's responsibility unless the item arrived damaged or defective. Refunds will be issued to your original payment method, less a 15% restocking fee.
If your order qualified for free shipping and your return brings the order total below our free shipping threshold, the original shipping cost will also be deducted from your refund.
- All discounted or sale merchandise
- Wound yarn (cannot be restocked once wound)
- Books and patterns
- Drop-shipped items (items shipped directly from the manufacturer)
Items returned that are not eligible for return will be donated to our charity knitting program. We will notify you if your return falls into this category.
Refunds will be processed within 2 business days of our receipt of the returned item. Once issued, the time it takes for the refund to appear in your account will vary depending on your bank or payment provider.
Orders can be cancelled before they are processed. Because we often process orders the same day they are received, please contact us immediately by phone or email if you wish to cancel. Once an order has been packaged, it will be treated as a return and subject to our standard return policy, including a 15% restocking fee.
Refunds for cancelled orders will be issued to your original payment method within 2 business days.
Coupon codes must be entered and applied at checkout before submitting your order. If the discount is not reflected in your order total, the coupon was not successfully applied. Coupons may not be applied retroactively to a submitted or previous order.
Coupons may not be combined with other offers unless explicitly stated. Sale items may be excluded from coupon discounts. Coupons are valid through their stated expiration date.
If you are having difficulty applying a coupon, please contact us before submitting your order.
Placing an item in your online shopping cart does not reserve it. It is possible another customer completed their order first, or the item sold in our brick-and-mortar store.
If you are interested in an item that is no longer available, please contact us — we are happy to let you know if and when it may be restocked.
If you would like to have your yarn wound, please purchase winding service for the number of skeins you would like wound. You may purchase the winding service here.
The Websters hosts Knit-A-Long's, or KALs, throughout the year to bring our crafters together over a single project we are excited about. KALs are free events lead by one of our knowledgeable staff. Most KALs will meet up in store at the beginning and end of the KAL. Year long KALs will meet the first Thursday of the month during Social Stitching. While KALs are not formal classes, our KAL Host will do their best to help trouble shoot any issues, and we offer one free Thursday Help Class session for all KAL participants.
Even if you can't join us in the store, you can still participate in a KAL. Post pictures of your progress and finished piece on Instagram or Facebook and tag us using #websterskal and @yarnatwebsters, or email us photos at info@yarnatwebsters.com. At the end of a KAL, participants who attend the Bind off party with a completed project (or who have shared a finished object photograph) will be entered into a raffle for prizes.
The Websters will not sell, trade or distribute any personal information that you may provide us during the process of using or purchasing products from this website.