Does my order come with tracking and/or insurance? First Class Mail is not insured; however Priority mail comes with $50 of shipping insurance. Tracking within the U.S. is available and will be sent to your email once shipped. Any claims filed for lost packages must be made by purchaser (usps.com), I am not responsible for lost packages or delays. International mail is not insured nor is tracking available beyond U.S. borders. You can expect an international package to be delivered anywhere from 3-6 weeks once shipped (not ordered). If your package hasn’t arrived after the 6 week point please contact me. I will do what I am able. I have no control over your package once it’s left my hands.
Claims must be filed by you, the recipient, through USPS. As per USPS guidelines, once the package is picked up by the postal service the ownership of that package is now yours. I have no control of claims filed as I’m no longer considered the owner.
What are your international shipping rates? International shipping rates to Canada start at $11.50 plus. All other international orders range from $24.50 - $90. Please keep in mind these are my best estimated guesses for international shipping.
All international packages are shipped First Class Mail. We do our best to combine shipping on multiple international orders but cannot guarantee it due to the number of packages we move each week.
All international packages marked as "yarn" and valued at what you paid for your items. We have no control over international customs fees. Please do not ask us to mark your package at a lower value to defer paying tax.
Why am I being charged more for my international shipment? While we do our best to estimate international shipping charges, there may be overages. If this is the case, you will receive an updated invoice to cover those additional shipping fees.
I sent an email, why haven't I heard back? Our operating hours are Tuesday - Friday, 8am to 5:30pm. If you've emailed us outside of those hours or at the tail end of the day on Friday, be reassured we will get back to you on Tuesday!
Can I return my order? You may return any in-stock items within 14 days of receiving them, all items returned must be in their original packaging and undamaged. Returns are refunded once received. Unless the error was ours or the product was damaged upon receiving it, you are responsible for return shipping expenses and a 10% restocking fee. Please be sure to look over your item upon receiving it as returns cannot be accepted past the 14 day mark.
Will you cake my skeins? We will cake your yarn for $4 per skein, you can find the listing here.
When will my order ship? Ready-to-ship items will ship within 4 business days (T-F). All dyed to order and/or pre-order items have a preorder window of 3 weeks until it's shipped (not delivered). We do our best to get these items out as soon as possible. All items are shipped via United States Postal Service. Please be sure that the address provided is correct before submitting your order (PayPal). If there is an issue with shipping to your provided address and the shipment is returned to me, you are responsible for the re-shipping costs. If the error was mine, I will cover the cost.
Pre-order items: All items labeled with “preorder" are dyed-to-order and come with a wait time of 3 weeks until shipped. Preordered collections have a varied wait time depending on how many orders we received, please refer to the collection listings for a more specific timeline. Please note that any non-preorder items that are purchased with a preorder will be held until the preorder is ready.
Local Pickup: We are happy to be offering curbside pick-up! Once your order is ready, you'll receive a notification via email or SMS text. Please call or text the attached phone number to schedule a pick up. Please wait curbside and we will bring your order out to you at the scheduled time. Orders that are not picked up within 60 days will be restocked, no refund will be issued.
Dyed-to-order listing: Please keep in mind, when utilizing our dyed-to-order semisolid listing there is a minimum order of 3 skeins and you can only order our in-stock semisolids under this listing NOT our speckled colorways. If you order less than 3 skeins or a speckled colorway we will refund your order immediately. Be kind, read the rules.
I got an email that my order shipped but it hasn't moved: When orders are received, the shipping labels are printed and kept until the preorder items are ready to ship. Please remember that when you receive an email stating that your order has shipped, if it contains a preorder it will take a number of weeks for any tracking updates to appear. Don’t worry! We haven’t lost or forgotten your package, we are just working hard to get all preorders dyed so if possible please wait until the stated waiting period is over before emailing to inquire about your order status.
Can I return a preorder item? All preorder purchases are final so we are unable to offer exchanges or returns on these items, this also applies to preorder "collections." Please be conscious with your purchase.
When will my order ship if I have ordered both preorder and in-stock items? Any in-stock items that are purchased with a pre-order item will be held until the pre-order items are ready so the entire order can be shipped together.
Combined shipping: We understand that changes sometimes need to be made to an order after it is placed. Once an order has been processed and the shipping information printed it is difficult on our end to combine two existing orders. If something comes up, email [email protected] and let us know. If your order has not processed we may be able to help but be aware that we may not be able to combine orders. If saving on shipping costs is the reason for combining orders, please note that the majority of the time, because shipping costs are calculated by weight the combination often won’t save you any money. We encourage you, if you aren’t completely sure that you have everything you want in your cart, take the time to add everything you need before checking out.
Why am I being charged sales tax? As a small business we have an obligation to remit annual sales tax to states once we've met their remittance thresholds.
I have an issue with my order what should I do? Please email [email protected] to resolve any issues with your order.
I'm being charged a 10% restocked fee, please explain. There are a few situations where we will deduct a 10% restocking fee from your return. Let's say your address is entered incorrectly and your package is returned to us. Our team will reach out, if you're unwilling to pay a second time for shipping and we have to refund your purchase a restocking fee will be deducted. Other situations that merit a restocking fee: you made a mistake on base or quantity, or have changed your mind about the purchase. Your ordered will not be charged a restocking fee if the error was ours or the product was damaged. We charge a restocking fee to cover the time spent on our end processing & managing returns.
How long will it take for me to receive my items? For domestic purchases, it takes approximately 6-8 business days. For international packages please allow 4-6 weeks. Mail delays can and do occur. Please contact USPS (usps.com) or your local post office to inquire about any packages that haven’t been received before contacting us. We will do my best to look into it, however, hue loco is not responsible for any lost or delayed packages.
Why does my colorway look different from the picture on the listing? First, please consider that small batch dyeing produces varied results. Every. Time. Uniqueness is one of the most beautiful elements of hand-dyed yarn and generally appreciated. Unless you receive the exact skein that was photographed, items you purchase from the store will have their own color variations and shifts. Computer monitors also vary greatly. The color you’re seeing on your computer may be generating a more green or red shade on the color spectrum. Lastly, some of the skeins that move through the shop are re-skeined due to tangling. This means that the fiber had been rewound and that the color will be evenly distributed throughout. Many hanks that leave the shop have not been re-skeined and will look ‘color blocked’ until caked for knitting.
My yarn is bleeding, is that normal? It’s normal for your yarn to bleed slightly for the first couple of washes especially if the colorway is saturated. Try soaking your hand knits for 5-10 minutes in cold water and lay them flat to dry. Although super wash yarns can be machine laundered we always recommend hand washing for longevity. Your yarn should not bleed onto your hands while knitting, if this occurs please contact us to resolve the issue.