Frequently Asked Questions
Answers to All The Things (Hopefully!)
SHOPPING​
Q: How do updates work?
A: Updates usually take place on Sunday at noon EST, unless otherwise noted. On occasion, we may change the update date, time, or frequency.
Subscribe to Knitten Word to get emails about updates, upcoming collections and appearance, and sales.
Q: Why did something disappear from my cart when I went to checkout?
A: We're sorry you were "cart-jacked"! Our inventory updates when someone submits an order for payment. Sometimes that means an item will disappear from your cart because it has been paid for and is now spoken for.
If you have your eyes on a specific colorway and base contact us and we can let you know when we plan to dye it again. You can also place a custom order; see below.
Q: Do you take custom orders?
A: Yes. We will dye any of our colorways on any of our bases for you. There is a 10% custom dying fee.
In order to place a custom order email us at theknittenword@gmail.com and specify the base, colorway, and quantity you would like dyed. We will then place a custom order in the shop for you to purchase. Please give at least 2 weeks for custom orders to go from order placement to shipping.
Q: What are "Happy Little Accidents"?
A: They are experiments of trying to create a new colorway. The yarn is absolutely fine, we just do not plan to recreate this color or make it permanent.
Q: Where can I purchase Knitten Word?
A: We're currently for sale on my website and at these stores.
Q: Can I pick up my order in-person/at an event?
A: Yes. You can currently get your yarn delivered if you live local to us (option available at checkout) or if we will be at an event or store near you we will bring your order (please add a note at checkout).
Q: Can I reserve yarn in an upcoming update?
A: No, we like to make updates fair to all customers. Yarn is on a first-come-first-serve basis. If you are dead-set on a specific yarn please contact us about a customer order.
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CONTACT
Q: What is the best way to contact you?
A: Email is the best way to get in touch with us; you can reach us at theknittenword@gmail.com
Please do not send messages about orders and business inquiries on Social Media platforms, like Instagram, Facebook, or Ravelry. There is no guarantee we will see your message and respond on these platforms.
We try to respond to order and serious business inquiries within 24 hours on Monday through Friday. We're East Coast based in the US and respond during standard business hours. Please give an extra day if you reach out during the weekend or a holiday.
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DYEING PROCESS
Q: What do you use to dye your yarn?
A: We dye on ethically sourced wool. The dye is professional acid dye powder and we use citric acid to set the dye. Yarn is rinsed in cool water with a gentle, unscented, liquid soap.
Q: Where is your yarn dyed?
A: Knitten Word is currently dyed in a house. Yarn for sale is stored in a clean, dry, smoke-free fiber dedicated space. We are hoping to move out of the house and into a dedicated studio space soon.
Q: Where do you get your supplies from?
A: A dyer can't give away all their secrets! Youtube and the internet have great content regarding supplies and methods. I recommend starting there!
YARN CARE RECOMMENDATIONS
Q: What is the best way to care for my Knitten Word finished objects?
A: While yarns that are labeled as superwash are "machine-washable" we still recommend hand washing for the best results. Handwash knitted and crocheted items, separately, using room temperature to lukewarm water and gentle detergent or no rinse detergent. Always air dry. We repeat, always air dry. We can't emphasize this enough for beautiful finished objects.
Q: When I soak a project made with Knitten Word it bleeds a little. Is this normal?
A: Our colorways are colorfast, however, excess dye may be released during the soaking process. This is entirely normal and you may have already noticed in your fiber journey that some colors are more likely to bleed than others. Swatching is a great way to experiment with how a colorway will perform. We HIGHLY recommend doing this if you plan on doing color work with a light color, to make sure the lighter color isn't effected.
Some people recommend color-catchers for the soaking process. We also find a tablespoon of distilled white vinegar in your first soak can help lock in some of the excess dye.
If something has gone horribly awry, email me and we'll work to address any concerns.
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SHIPPING
Q: Can you combine multiple orders to save me on shipping?
A: Unfortunately, we can't combine orders or adjust shipping costs. Depending on how far apart the orders were placed we may have already shipped the first order.
Q: I live internationally. Do you ship outside the US?
A: Yes!
Q: I'm traveling to the US. Can you ship to my hotel/accommodations?
A: Definitely! Add a note to your order in the cart and let me know when and where to send it. Please include any information if the package needs to be addressed specifically.
Q: I received a shipment notification but on the USPS website there is no data. What's going on?
A:Your item has been packaged and stamped at the time you receive the notification. It is usually collected the following day or 2 days (if the order was placed on the weekend). Allow 1-3 business days for tracking information to appear on the USPS website.
Q: What happens if my item is lost or stolen?
A: Please allow 14 days from shipment before contacting us, in case the item was delayed. We also ask that you contact your local post office at the same time you reach out to us. If your item was lost it will be replaced. Please allow for dyeing time for the replacement.
