Refund policy

Exchanges

We do not exchange one product for another. Instead, please request to return unwanted products for a refund, and place a separate order for the desired product.

We do not accept exchanges of orders placed online during our events such as festivals and Pop Up shops.

How to request a return.

If you'd like to return items purchased from our online shop, please contact us at contact@artfil.ca within 14 days of receiving your order (return requests made more than 14 days after receipt will not be accepted.) Please wait for our confirmation before sending your return.

We do not accept returns of items ordered online during our events (festivals, Pop Up shops).

Returnable items.

For a return to be accepted, all products must be in perfect unused condition, with all their original packaging and tags, and yarn must not be wound. You will also need to return the printed invoice sent in your order as proof of purchase.

 

Non-returnable/refundable items.

Yarn that has been wounded, items purchased in clearance or with a promotional discount, items that have been damaged due to reasons beyond our control.

 

Return shipping.

Please note that it is the customer's responsibility to pay for the cost of return shipping, except in the case of errors on our part. 

 

Our return address is the following:

 

Artfil Yarn

66 Rue Manuel

Dollard des Ormeaux

Montreal, QC

H9A 2L9

 

We advise that you select a trackable shipping service and/or insurance, as we are not liable for products that are lost or damaged in transit.

Refunds.

Once we receive your return we will inspect the products, and if they are in the same condition as when we sent them, we will notify you by email that your return has been accepted. You should receive the money via the same method of payment in 3-5 days. If you still have not received your refund 5 working days after it was processed, please contact us at contact@artfil.ca

 

Gift.

If your order was placed by someone else and sent to you as a gift then you will receive a gift credit for the value of your return, which will be emailed to you once your return has been received and accepted.