Store Policies

Returns are accepted provided they are eligible for return* (see below). Returns and/or exchanges cannot be processed after 14 days from the date of purchase.

*To be eligible for a return, your item must be unused, unwound (yarn), and in the same condition that you received it. It must also be in the original packaging, with tags attached if applicable.

Additional non-returnable items:

• Items purchased on sale and/or clearance

• All needles/hooks with the exception of defective items applicable to warranty replacement

• Magazines and Books

• Gift cards

• Downloadable patterns

• Custom orders (and associated deposits)

• Shipping costs

To complete your return, we require proof of purchase. Please retain your digital receipt, or register your purchase at the checkout in store. 

Once your return is received and inspected, we will notify you (in person or via email) that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. 

NOTE: Third party policy changes impose limits to the amount eligible for refund when your purchase has been made using a credit card. Effective June 6, 2023, processing fees (via Square) will not be returned to sellers when a full or partial refund is issued to customers. As a result, our policy will align with this evolving cost on the same date, recognizing that The Thoughtful Artisan does not recoup these costs. Effective June 6, 2023, all eligible refunds (for credit card purchases made via Square) will be subject to a deduction of processing fees in the amount of 3.5% of your total purchase.

We only replace items if they are defective or damaged. Please let us know if there is a problem with your purchase within 7 days of receipt. If you need to exchange it for the same item, send us an email at [email protected]. Please note that, due to the one-of-a-kind nature of many of our products, a direct exchange may not be possible. If this situation arises, rest assured that we will work with you to find a satisfactory resolution.

If you need to return any item(s), please contact us to acquire the mailing address.

NOTE: The buyer is responsible for all shipping costs associated with returning any item(s). Shipping costs are non-refundable.

Please be sure to use appropriate packaging for the item(s) you are returning, as we cannot be held responsible for any item(s) damaged during shipping due to insufficient/inadequate packaging. 

If you are shipping any item(s) over $75, we strongly advise using a trackable shipping service and purchasing shipping insurance for the value of contents. We cannot guarantee that we will receive your returned item, and cannot be held responsible for packages not received. 

Advance payment is required for classes to ensure they are guaranteed to run.

Classes are offered on a first-come, first-served basis. Class registrations are processed through our website, so we can ensure that everyone gets a fair chance at the awesome class they’ve got their eye on.

If you need to cancel, please provide at least 48 hours notice. We will gladly offer equal credit towards another class or for products available through The Thoughtful Artisan. We know that ‘life happens’, so please contact us as soon as possible via email to communicate a cancellation. Please note, however, that specific credit arrangements need to be discussed over the phone or in person.

Cancellations occurring with less than 48 hours notice are not eligible for a credit. Our classes proceed based on enrollment. Last-minute cancellations have a negative impact on future class offerings, and also prevent us from offering the vacant spot to someone else who may be waiting in the wings.

If you need to miss a class that has more than one session, please let us know as soon as possible. Occasionally there are options for you to attend your missed class next time that class is offered (if the class is not full), and in some cases we may be able to offer a one-on-one appointment (for an additional fee) for you to make-up the class. However, please note that we do not guarantee that you will be able to make-up your class, especially if the class is being taught by a guest instructor.

If The Thoughtful Artisan ever has to cancel a class, we will contact you as soon as possible to make arrangements for re-booking or store credit. This situation occasionally arises when a class does not reach the minimum number of participants to cover the cost of offering the class (usually three students). Sometimes the class may have to be cancelled because the instructor has fallen ill or has a family emergency. We do our best to ensure all classes run as scheduled, but if a class must be cancelled, please rest assured the resolution will be handled quickly and professionally.

*Your online purchase serves as confirmation that you have read, understood, and agreed to the terms of our class booking policy.