FREE SHIPPING ON US ORDERS OVER $99

FAQ

About Us

When was Hidden Purls® founded?

Hidden Purls® launched in 2010 as a boutique yarn shop carrying a curated collection of knitting yarns, books and patterns. Our collection has always focused on select indie and design-led brands that produce elegant natural fiber yarns and brilliantly stylish handknit designs.

Where is Hidden Purls® based?

We are a US-based company operating out of Northern Virginia. However, we serve customers worldwide.

Can I shop at your store in person?

We are an online retailer. All of our sales are conducted online, where our store is open 24/7.

What's the best way to reach you?

The best way to reach us is through our contact page or at shop@hiddenpurls.com. All written correspondence can be mailed to us at Hidden Purls, PO Box 142, Fredericksburg, VA 22404.

Accounts

Do I need an account to place an order?

Accounts are entirely optional. If you do not wish to create a store account, you can place an order using guest checkout. However, we do encourage all customers to create an account (see next question).

Why should I create an account?

Glad you asked! With an account, you'll be able to:

  • earn points on your purchases and enjoy discounts on future orders;
  • save and share your favorite products for future reference and/or purchase;
  • view your order status and keep track of your order history all in one place; and
  • store addresses for fast and easy checkouts.
    How do I create an account?

    You can create an account here.

    How do I recover my password?

    If you forget your password (or simply want to change it), you can reset it here. Fill in the email address that you used to create your account, and we'll send you an email with a secure link to reset your password. If you do not remember which email address you used to create your account, contact us and we'll let you know.

    Products

    How accurate are the yarn colors in your photographs?

    We make every effort to ensure that our yarn colors are accurately depicted. We photograph all yarn in-house using professional equipment in as much natural light as possible. We also color correct as necessary in post-processing our photos. Nonetheless, there can be slight variations in color among skeins of the same color (even within the same "dye lot" for hand-dyed yarn) such that the skeins you purchase may vary slightly from the skeins shown on our website. Moreover, each computer monitor displays color differently, making it impossible to guarantee the accuracy of any monitor's display. If you have a question about a particular color, please contact us for further information.

    Will my yarn order be filled from the same dye lot?

    For yarn that comes in identifiable dye lots, we will fill your order with skeins from the same dye lot. However, several of our brands are hand-dyed in small batches. In those instances, it is normal for there to be some variation even within the same batch. Each hand-dyed skein is truly one-of-a-kind. Nonetheless, we do our best to fulfill orders of hand-dyed yarn with closely matching skeins. If we do not think that we have enough closely matching hand-dyed skeins to fulfill your order, we will contact you before processing your order to ask how you would like to proceed.

    Can you send me a yarn sample?

    We regret that we cannot provide samples of any of the yarn that we stock. We sell yarn in full skeins and cannot remove yardage from any of our stock for sampling.

    Can you wind my yarn?

    Yes, we can! Just leave us a note in the "Special Instructions" box in your shopping bag indicating that you would like for us to wind your yarn. Please note that all sales of wound yarn are final. We cannot provide a refund, exchange or store credit once the yarn is wound. Moreover, requesting that your yarn be wound may delay shipment of your order an extra day or two, depending on order volume.

    Ordering

    Which payment methods do you accept?

    We accept American Express, Discover, Mastercard and Visa directly on our site. We also accept all payment methods available through Paypal, including credit card, instant bank transfer and e-check. In the case of e-check payment, please note that we will not be able to process your order until the payment clears, which can take 3-6 business days.

    Do you charge a sales tax?

    We are located in the Commonwealth of Virginia and thus collect a 5.3% sales tax at checkout for all orders shipping to a Virginia address.

    Can I change or cancel my order after it's been placed?

    If you act quickly, you may be able to change or cancel your order before it's too late! We usually ship orders by the next business day, but orders received in the morning or early afternoon during a weekday often will ship the same day. So, please contact us as soon as possible if you want to modify or cancel your order. If your order has already been marked as fulfilled (i.e., you have received a shipment confirmation email), it will be too late to make any changes and your order will instead be subject to our Return Policy.

    Can you combine my orders for shipment?

    We will automatically combine unfulfilled orders placed on the same day that are shipping to the same address. If one of your orders has already been marked as fulfilled, however, it is too late for us to combine it with another for shipment. Your orders will ship separately. When we are able to combine orders, we will refund you any excess shipping charge once we purchase postage for your combined orders.

    Shipping

    How much does shipping cost?

    We offer free shipping via USPS for all US orders over $99 (after all discounts and before shipping and taxes). For all other orders (domestic and international), we charge USPS-calculated rates based on mail class selected, package weight and destination. You may use the shipping calculator in your shopping bag to preview available rates for your bag's contents.

    When will my order ship?

    Most orders are processed and shipped by the next business day (excluding postal holidays and weekends). Often, we ship orders the same day. In the case of orders paid by e-check through PayPal, order processing will be delayed until the e-check clears.

    When will I receive my order?

    Based on our experience, domestic orders normally are in transit 1-5 business days and international orders normally are in transit 1-3 weeks, in each case depending on mail class and destination. During holidays or inclement weather, delivery may be delayed for several days beyond these windows. For international orders, customs may also delay delivery. Below are USPS-provided delivery estimates for the mail classes we use most often. 

    Domestic

    • First Class Package: Estimated 1-3 business days 
    • Priority Mail: Estimated 1-3 business days
    • Priority Mail Express: 1-2 business days* 

    * Scheduled delivery date and time will depend on the distance between our 22404 zip code and that of the shipping destination as well as the time of USPS acceptance of the package.

    International

    • First Class Package International: Varies by destination
    • Priority Mail International: 6-10 business days* 
    • Priority Mail Express International: 3-5 business days*

    * Actual number of days will vary based on the distance between our 22404 zip code and that of the shipping destination as well as customs delays.

    Where is my order?

    All orders ship with USPS tracking. Once your order ships, we will send you a shipment confirmation email with a link to your tracking number, which you can use to follow your package's progress on USPS.com.

    Track Order on USPS.com

    For domestic orders, if you have not received your order after 7 business days from the original mailing date and tracking activity shows no current scans of your package, please contact us and we will initiate a missing package inquiry with USPS. USPS will not open a missing package inquiry beforehand. If you wish to contact USPS directly, you may do so at the link below. You will need your tracking number and our shipping address (Hidden Purls, PO Box 142, Fredericksburg, VA 22404). Follow the prompts on the "Where Is My Package" tab.

    Open Inquiry on USPS.com

    In either case, USPS will attempt to find and deliver your package. However, a search inquiry does not guarantee a successful outcome. In most situations, if USPS is unable to recover your package, we will provide a replacement or refund after we confirm that your package has indeed been lost (see next question).

    For most international orders, tracking activity ceases once a package leaves the US. Thus, we cannot initiate a missing package inquiry with USPS or issue a replacement or refund for any missing package outside of the US. Insurance may apply in certain cases (see next question).

    Is my order insured?

    For domestic orders, packages shipped via First Class Package, Priority Mail or Priority Mail Express include insurance against loss, damage or missing contents while in transit.* Please alert us immediately to any loss, damage or missing contents and preserve all packaging materials and damaged goods in their original form as received. We will initiate all eligible claims with USPS or our third-party insurance provider, as applicable.

    For international orders, only packages shipped via Priority Mail International or Priority Mail Express International include insurance against loss, damage or missing contents while in transit.* Please alert us immediately to any loss, damage or missing contents and preserve all packaging materials and damaged goods in their original form as received. We will initiate all eligible claims with USPS or our third-party insurance provider, as applicable.

    * Please note that in no case do we assume responsibility for orders that are lost, misdirected or otherwise undelivered as a result of an incomplete, incorrect or otherwise "undeliverable" shipping address provided to us at checkout. We also assume no responsibility for any loss, damage or missing contents that occurred after delivery by USPS.

    Returns

    Do you accept returns?

    We accept returns on full-priced yarn within 30 days of purchase, provided the yarn is in new, unused and resalable condition with original label affixed. We do not accept returns on discounted yarn or any books, patterns, needles, hooks or notions. Please read our full Return Policy here.

    Savings

    Do you have a rewards program?

    Yes, we do! Read all about our Gem Rewards Club right here.

    Do you have sales?

    We always have items on sale over here. Usually, these are discontinued or closeout products. All sales are final on these items and stock is limited to quantity on hand. For other sales and promotions throughout the year, you'll want to join our mailing list for advance notice.

    Are there any current promotions?

    When you join our mailing list, we'll send you a 10% off promo code valid for use with all full-priced items.

    Where do I enter my discount code?

    We issue Gem Rewards and other savings opportunities in the form of discount codes. To apply a discount to your order, you must enter the code where prompted on the payment page during checkout. Please do not enter the code in the "Special Instructions" box in your shopping bag. Your discount will process only if entered in the "Discount Code" field during checkout.

    Newsletter

    How often do you send out your newsletter?

    We send subscribers occasional emails with shop updates and special offers. Our emails are periodic. We'll never flood your inbox.

    How can I subscribe to your newsletter?

    If you would like to join the mailing list for our newsletter, subscribe here.

    How can I unsubscribe from your newsletter?

    We'll be sorry to see you go, but you can unsubscribe here at any time.

    How do I update my email address?

    Please contact us with your new email address and we'll update our mailing list.