Frequently Asked Questions (FAQ)

QUESTIONS ABOUT MY ORDER, PAYMENT, AND SHIPPING:

Can I shop as a guest without an account?

Of course! If you do not want to create a customer account, you can also shop with us as a “guest.” In this case, some convenient features will not be available to you (e.g., viewing past orders, managing addresses, etc.).

I ordered many beautiful things. What happens next?

Very good!
You will immediately receive an automatically generated email with your order confirmation.
It also lists all the items you ordered.

As soon as your order leaves our warehouse, you will receive another email from us. This will also include a DHL tracking number.

I did not receive an order confirmation. What now?

We always automatically send an order confirmation by email to the email address provided.

If you have not received an email, please check whether it may have ended up in your spam folder or whether you perhaps provided a different email address.

It is also possible that you made a typo in your email address. Send us an email at info@gute-garne.de, and we can quickly correct the error.

I received several packages. Why?

We always do our best to deliver your order in just one package. This is also very important to us for ecological reasons!
Unfortunately, for logistical reasons, it is sometimes necessary to send an order in several packages. If your order does not arrive in one package, we will notify you in advance by email, and you will receive a DHL tracking number for each package.

My package does not contain all the items. Will the remaining items be shipped later?

Normally, all the items you order will be sent to you in one package. However, for logistical reasons, this is sometimes not possible, and you may receive several packages. We will always notify you of this in advance by email.

Where can I find my PDF pattern?

If you bought a PDF pattern from us, you will receive an email with a download link. You can download the pattern there!
If you bought the pattern directly from the respective designer, you will of course receive the link directly from her.

I bought a pattern as a booklet or pamphlet. Can I also receive it as a letter?

We always ship in packages with insurance; unfortunately, we cannot make any exceptions!

Can I choose the shipping method? I’d like a carrier pigeon.

Unfortunately not! We ship exclusively via DHL. We have had the best experience with them—and we want the same for you! DHL offers several solutions, such as delivery to Packstations or post offices, that other shippers do not offer. That’s why we’re sticking with them. 

I’d like to have my parcel delivered to a Packstation. How does it work?

We’d be happy to send your parcel to a Packstation. To do this, please enter the delivery address as follows, differing from the billing address:

Under “Street,” please enter the word Packstation and the Packstation number (preferably without any additional information; please do not write DHL, number, or no. either—just the number).

Under “Address addition,” please enter your customer number / postal number.

Your parcel will then arrive at your Packstation, where you can collect it.

I made a mistake. Can I change or cancel the order?

We always do our best to allow you to change your order, but unfortunately it can no longer be changed or canceled once it has been packed.

How can I pay for my order?

In our shop, you have numerous options for paying for your order: Klarna invoice PayPal Credit card Sofort by Klarna Apple Pay Google Pay. You can find detailed information about the payment methods here:

Payment options

How long does it take for my chosen yarn to arrive?

We do our best to deliver everything to you as quickly as possible. Normally, your parcel will arrive within a few days, usually on the next or following business day. If it takes a little longer, it’s often not our fault. We’re very sorry, but sometimes it can’t be avoided!
However, we always do our best to ship everything as quickly as possible!

Questions about COMPLAINTS, RETURNS, and CANCELLATIONS:

I have a complaint. What should I do?

We’re very sorry if there is something wrong with your items.
We’ve selected only the best products for you, but mistakes can happen here too. Please email us, preferably with a photo and a description of the problem, so that we can help you as quickly as possible:

info@gute-garne.de

I found a knot in my yarn. What should I do?

Knots in yarn are unfortunately normal! Although we would also prefer balls without any knots, this is unfortunately not always possible.
1–3 knots per 50 g ball are consistent with the current state of the art and must be accepted. However, if there are more knots, please email us at: info@gute-garne.de. We’ll help you as quickly as possible!

If possible, please also send us your order number and, if applicable, a photo.

The weight of my ball of yarn is incorrect!

The weight of a ball of yarn can vary by +/- 10% depending on residual moisture. This is normal and no cause for concern. The yarns are wound during production according to length. This means you always receive the specified length, even if the weight differs slightly.

I’ve changed my mind. How can I cancel my order?

Of course, that’s no problem. You can exercise your right of cancellation within 30 days. We’ve summarised all the important information for you here:

Cancellation policy 

How can I return my order?

You’re welcome to carefully pack your order and send it back to us. Please note that we can only accept items that are in perfect condition. To make returning your order as easy as possible, we’ve provided a returns form for you here:

Returns form

If you use the returns form, simply enter your name, order number, and the items, pack everything securely, and include the form with your return shipment.

Send a message to info@gute-garne.de to receive a return label.

What address can I send my order back to?

Please always use only the following address for your returns so that we receive everything:

wooltastic UG (haftungsbeschränkt)
℅ Plus H GmbH & Co KG
Ahornstraße 59
08525 Plauen Germany

I’ve returned my items—what happens next?

If you have carefully packed everything and sent it to our returns address, we should receive your return within a few days. We’ll then check the contents and let you know immediately once we’ve received everything. Of course, you’ll also receive your refund automatically via the payment method you selected for your order.

QUESTIONS ABOUT ITEMS:

I need yarn from a specific colour batch—is that possible?

If you’re looking for a specific colour batch of a yarn, we’ll be happy to help. Unfortunately, we can’t promise that we’ll be able to supply the matching batch. Colour batches change fairly quickly. If you’d like us to check the availability of a batch in advance, that’s no problem—please email us at:info@gute-garne.de
We’ll get back to you as soon as possible.

What is a colour batch?

Yarn can only be dyed in certain quantities. All yarns dyed in the same dye bath receive the same batch number (you’ll find this on the yarn label near the colour number). If you combine yarns from different batches in your project, this usually isn’t a problem. However, slight colour differences may be visible, which is why we only ship yarns from the same batch.

Where can I find information about the yarns?

When you open a yarn’s product page, you’ll find a brief summary of its key properties at the top, beneath the heading. All detailed information about each yarn can be found further down under Description and Details, in the Yarn Facts section.

I’m a beginner—which yarn should I start with?

First of all, we’re absolutely delighted that you’d like to start knitting and/or crocheting!
You will see that with a little practice, you will soon be able to make the most wonderful things yourself! We have created a category specifically for beginners under Topics – Beginners. Here you will find all the things you need and may find useful when starting out.

You can find yarns here; medium-weight yarns for needle sizes of approximately 4–5 mm are best suited. If you like, you can also buy beautiful beginner sets here. The advantage is that you only need to select the size and color, and the correct amount of yarn will already be put together for you. If you have any questions, feel free to contact us at info@gute-garne.de; we will try to help you as quickly as possible. For specific problems and techniques, you can also look on YouTube—it's incredible how many great videos there are covering all kinds of techniques!

What is a gauge swatch, and why should I make one?

A gauge swatch allows you to check whether the specified stitch count matches your knitting style. You should always make a gauge swatch before starting a knitting project. The pattern specifies the stitch count used as the basis for the knitted piece.
The information always refers to 10 cm. So you cast on the specified number of stitches using the specified needle and knit to a height of about 10 cm.

You can then measure whether you achieve a width of 10 cm. If your swatch is narrower, try using a thicker needle; if you get a wider swatch, you can try a thinner needle. If the swatch differs significantly, you may have knitted the wrong number of stitches. If the deviation is substantial, you may also be able to switch to a different size.

How do I properly care for my finished knitted piece?

We have created a dedicated category for care products under the Accessories category.
Here you will find excellent wool detergents that we have tested ourselves and can recommend. In general, you should always wash knitted pieces by hand and not in water that is too warm.
If your washing machine is suitable, you can spin the wet knitted pieces in the machine and then dry them flat. Under no circumstances should you use fabric softener, as it can seriously damage the knitted pieces. Ideally, there should also be no fabric-softener residue in the machine. With a little practice, you will surely find the method that works best for you.

Where can I find beautiful knitting patterns?

We have put together especially beautiful patterns for you in the Models and Sets category.

Here you can put together the right wool for your dream project directly—simply select the size and color, and you're done! You can also find beautiful books and magazines with us and browse through them at your leisure to find the right one for you.
Perhaps you would like to follow us on Instagram, where we regularly post new inspiration and beautiful new patterns.

Do you know Ravelry? You can also find many patterns there.

You are also welcome to sign up for our newsletter, so you always stay up to date and receive all our latest news.

How does purchasing a knitting kit work?

We have put together a selection of the most beautiful knitted pieces as kits for you.

Purchasing a knitting kit is easy and works as follows: choose your size (the measurements for each size are provided in the description), then select the most beautiful color (for multicolored knitted pieces, you will of course need to select several colors). Depending on availability, you can purchase the pattern directly as a PDF download, as a printed pattern or booklet, or via a direct link to Ravelry or the designer.

This means that the knitting kit gives you a lovely package containing everything you need. Remember to check whether you have the correct needle size at home; otherwise, you should select it additionally.

How does the wish list work?

If you see an item you like, you can add it to your wish list. Simply click the "Add to wish list" button in the item view. To view the items on your wish list, you must first log in. You can then click the heart icon at the top right and you will be taken to your wish list.

I am looking for a very specific yarn. What should I do?

If you know exactly what you are looking for, it is best to enter the search term in the search bar. You can find it at the top right, next to the magnifying glass icon. Simply click on it and you will automatically be taken to the search page.

Which colors go well together?

We have reproduced the colors as accurately as possible. However, if you are still unsure which two colors combine well, feel free to email us, preferably with a specific color inquiry.
Some yarns are often knitted together, and there are several matching colors (often even under the same color number). At info@gute-garne.de, we will answer your color inquiry as quickly as possible and are happy to advise you. 

Can I get a photo of my selected yarns?

Unfortunately, we cannot take photos of selected yarns. A photo is often not informative enough either. We would be happy to advise you on which colors harmonize if you cannot decide between two options! Please email us at info@gute-garne.de!

Can I order the Sandnes Magazine without the yarn?

Unfortunately, you can only purchase the Sandnes Magazine together with Sandnes Garn. This is a requirement, and unfortunately we cannot make any exceptions.