RETURN POLICY

RETURN POLICY
We carry a selection of curated yarns and accessories at Firefly Fibers and we want you to be happy with your purchase.

If you receive YARN that you would like to return/exchange, please see below for eligible YARNS before beginning the return process. Sales on all other items (including sale and special order yarns) are final.

• YARN Regular priced, in-stock, single skeins of yarn in their original/resalable condition may be exchanged/returned for store credit when received at our brick-and-mortar shop within 30 days of the date of delivery - exclusions may apply and will be noted as such online and at our brick-and-mortar shop at the time of purchase. Yarn returns on orders over $150 may be subject to a 10% restocking fee.

• ALL OTHER ITEMS Sale items, sale yarn, special orders, special event yarns, needles, accessories, print media, kits, specialty items, etc... are final sale.

TO RETURN/EXCHANGE ELIBIGLE YARN BY USPS or UPS

• Return via USPS or UPS only - we are unable to accept returns shipped via other methods, including FedEx.
• Customers are responsible for shipping costs to and from Firefly Fibers.
• Email us at orders@fireflyfibers.com with:
• Order number
• Name
• Phone number
• Item(s) you're returning
• Items(s) you would like to exchange for: store credit or details of exchange items. For exchanges we can usually process ahead of time to reserve your items while your return is in transit.
• UPS or USPS tracking number

Once received, your return will be processed within 4 business days and we'll send an email when your credit is available or you'll receive a shipping email for exchanges.

DAMAGED OR INCORRECT ORDERS - please check your order upon arrival and contact us within 72 hours of delivery.

• Incorrect - contact us to let us know what was incorrect, so we can correct your order.
• Damaged - email photos of the damage to the packaging and product within 72 hours of delivery so we can file an insurance claim to begin the process or replacing your order (up to $200 - additional insurance is available by contacting us prior to shipping). 
• Defective - email photos of the defective item within 72 hours so we can rectify the issue for you.
• Missing orders 
• If your package is showing delivered but you're not finding it, please contact your local USPS or UPS office, or check with neighbors - packages are sometimes misdelivered and USPS/UPS are the best resource to confirm delivery location.
• If they are unable to locate your package, contact our shop with your order number and details so we can file a claim after their waiting period - misdelivered packages frequently show up.

INELIGIBLE RETURNS
Nonreturnable items or returns received more than 30 days from the date of delivery will not be eligible for store credit or exchange and the customer will be responsible for all shipping costs associated with reshipping the yarn.

If you have any questions on returns/exchanges, please feel free to email us at orders@fireflyfibers.com.