FAQ

Shipping

Canada:

Real-time shipping rates with Canada Post are calculated at the checkout. Flat rate tracked shipping is available for $15, and shipping is free on orders of over $125. 

Ordering just a couple of items? Untracked vacuum sealed lettermail is available for a $5 flat on orders weighing 100-300g.

To open your vacuum sealed package carefully cut the corner of the bag, taking care to avoid cutting your items, and allow your yarn or fibre to poof back up to its original state. 115g skeins will be sent untwisted, and will need to be twisted or wound into a cake on arrival.

USA:

All orders to the states are shipped via Small Packet Air. US orders do not include a tracking number. Shipping rates are automatically calculated at the checkout. 

 International:

International orders are shipped via Small Packet International Air, which does not include a tracking number. Shipping is calculated automatically at the checkout. All customs and/or import fees if they occur are the responsibility of the buyer. 

Currency & Payment Processing:

All prices are in CAD dollars, this can be adjusted by using the menu at the bottom of the page. Payment is processed via Shopify, Google Pay, Apple Pay, or PayPal. 

As of February 1st 2021, we are required to collect and remit tax on all Canadian orders. Our HST# is 784 545 543.

Processing Times:

Unless otherwise noted in the product listing, all orders will be processed and shipped within 1-3 business days. All items are ready to ship, with the exception of pre-order items. 

This does not apply to Wholesale Orders. To apply for wholesale, or for further information on wholesale processing times, please contact us. 

Packaging:

Most orders are shipped in mailers made from 100% recycled post-consumer and post-industrial content. These mailers can be recycled anywhere you can recycle #4 plastic. All other orders are shipped in cardboard boxes with your items in a zip top plastic bag, sealed with tape made from 100% FSC certified recycled paper.

Returns:

If at any time you experience a problem with an Emily C Gillies product, please contact us directly at hello@emilycgillies.ca within 60 days of purchase. To process a return, your items must be in the same condition that you received them in. Once your return is received and inspected, a refund will be processed to your original payment method. 

Product Questions:

Dye Lots & Colourways:

Every colourway on yarn can be dyed in a maximum lot of 8. If your order contains more than one skein of the same colour, the skeins you receive will be from the same dye lot. If you require a larger quantity than 8 skeins, skeins from two dye lots will be sent. 

Some variation is natural, even within dye lots. We recommend alternating skeins for ideal colour blending in your projects. 

Hand dyed fibre is dyed in lots of 4, all colourways on fibre are semi-repeatable or one of a kind. If a colourway can be created again, it will be specified in the product description. Variation within dye lots is to be expected, we recommend mixing up your braids for multi-braid spins for ideal consistency in your final handspun yarn.

We strive to take as colour accurate photos as possible, however because each screen display differs and each product is hand dyed, slight variation may occur.

Winding Skeins:

All yarn ships in a skein (or hank) format. To wind a skein into a cake or ball, it is recommended to use a swift and ball winder. If you don't have a swift, two chairs positioned back to back, with the skein looped around the backs works well too. The most important thing to to make sure that your skein is placed around something, preferably with a bit of tension, so that you can wind it into a ball without tangling the skein. Knitting directly from the skein can lead to tangles, and unfortunately do not qualify for returns. 

Washing Instructions:

We recommend that all handmade items in Emily C Gillies yarn are hand washed in cool water to extend the life of your finished object. Superwash merino yarn can be washed in a conventional washing machine on gentle, and laid flat to dry at your own risk. Non-superwash and untreated yarn should always be hand washed.

Items made with hand dyed yarn shouldn't bleed excessively, however a small amount of colour leeching into the wash water is normal on their first or second wash. Bright or dark colours are more likely to bleed, please take extra care when washing them, and please keep in mind that wool wash can cause excess bleeding in some circumstances (testing for colour fastness is typically recommended on the bottle of most wool washes.)