frequently asked questions
Categories
Orders/Accounts
I forgot to add my coupon or use my gift card.
Due to merchant processing fees, we are unable to retroactively apply coupon codes or gift card codes not entered at checkout for a refund. Please be sure to fully enter your coupon code or gift card and ensure that your total reflects the applied code before completing checkout.
If you are using a reward code at checkout, make sure you are checking out using the same email address you used when you earned your reward.
Where is my account history?
On May 18, 2020 we transitioned to a new website. If you created your account prior to that date, you will need to create a new login and password. Your previous account history was not imported to the new site; however, we have all of your history and are happy to answer any questions you may have. Simply email us or fill out our contact form and will be happy to help.
What is your return/refund policy?
Returns for STORE CREDIT ONLY are accepted on regular-priced yarn in original condition within 60 days (shipping not included). No returns, refunds or exchanges on sale items, needles, delivered digital content (pattern downloads and virtual courses) , special orders, pre-orders, and patterns. Please contact us in the case of defects.
Due to merchant processing fees, we are unable to retro-actively apply coupon codes or gift card codes not entered at checkout for a refund. Please be sure to fully enter your coupon code or gift card before completing checkout.
In-Store Class Cancellation Policy: refund for store credit with 7 days' advanced notice; within 7 days, no refund unless your spot can be filled from a waitlist.
Rewards coupons earned expire 1 year from issue date and are good on non-sale items only.
Knot Another Club cancellation policy: monthly subscription service can be cancelled at any time; no refunds on previous charges. Annual subscriptions can be cancelled within 30 days of subscribing; no refunds after 30 days.
Where is my pattern download?
If you have completed checkout on a .pdf pattern download, an email has been automatically sent to you by our system with a link to download your purchase.
If you do not see this email in your Inbox, it most likely has been routed to a Spam/Junk/Promotional/All Mail type of folder. Please check there for your email.
Gmail users, our emails often will end up in your Promotions tab. If you are unfamiliar with the Promotions tab and how it affects your email deliveries, read this article for more information. It also won’t hurt to add our email address to your Address Book, as well.
Can I add my pattern download to Ravelry?
After checkout you will be offered a button on your Order Confirmation page that you can click to add the pattern to your Ravelry library. If you like to store your patterns on Ravelry, please click this button before closing the Order Confirmation page.
What are your shipping costs?
Due to rising shipping rates, our new rates are based on package weight. They are*:
0-7.9 oz: $4.50
8-15.9 oz: $6.50
16-31.9 oz (1-1.99 lb): $9.50
32 oz (2 lb) and over: $12.00
We also offer USPS First Class International to many countries; prices based on package weight.
*Certain oversized or overweight items may cost more. Special product listings, such as the Good Vibes Yarn Tour or Drop-Ship items may have special rates.
Can you combine my orders?
Generally speaking, we are unable to combine orders that come in close to one another. We take great pride in the speed of our shipping turnaround time, and this often means that an earlier order is already in fulfillment by the time a second order comes in.
Can I combine discounts?
Some discounts and sale codes can be combined with others, and some cannot. You can try adding both codes, and if they are stackable they will both apply.
General
Are you open for in-store shopping?
We sure are! We are open Wednesday through Saturday from 11am to 3pm.
What are you doing to keep your store clean and safe?
As we return to public shopping in the store, the health and safety of our customers and our staff is of the utmost importance. While masks are not required, we welcome anyone to wear one if they would like to. We are cleaning the store daily, washing our hands before entering the shop, and regularly disinfecting hard surfaces.
Do you have a physical storefront?
Yes! We are located at 11 Third Street in beautiful downtown Hood River, Oregon. We are open Wednesday through Saturday, 11am to 3pm.
Will you share my email address with anyone?
Knot Another Hat is committed to protecting your privacy. We will not sell or disclose any information that identifies you to a third party. We may use the information we collect to periodically notify you about fun stuff related to our shop that we think you'll like. If you would rather not receive this information, you may send an email to hello@knotanotherhat.com with "remove" as the subject line. Knot Another Hat does not sell, trade or rent your personal information to others.
Do you have a rewards program?
Here at Knot Another Hat we have a customer rewards program, earning you 5% back for every dollar you spend! For every $1 spent, you earn 1 reward point*. At 500 points you earn a $25-off coupon good on your next purchase over $25. The points accrue for online and in-store purchases, and they never expire! Reward coupons expire 1 year from date of issue and are good on non-sale regular (non-consignment) items only, and cannot be combined with other discounts. *Points do not accrue for gift card purchases, certain special products, and class fees.
Why do your pictures sometimes show two (or more) balls of yarn?
Sometimes we feel that a yarn color and texture can be best displayed for you if we photograph two balls together. Alas, the pictures don't mean you'll get two for the price of one. All yarns are sold by the single ball/skein unless specifically stated otherwise in the product description.
My yarn looks different than its picture on the website.
We do our best to accurately represent colors, but we cannot account for individual variations in display settings.
Hand-dyed yarns vary from skein-to-skein and more so from batch-to-batch. We recommend that you purchase enough yarn at once to complete an entire project. Also, when using hand-dyed yarns in a project that requires more than one skein, we recommend alternating skeins every other row to even out any differences.