FAQ

Shipping

How much do I pay for shipping?

Below is Brooklyn Tweed’s current list of shipping charges. Shipping charges cover postage, packaging, and processing and handling fees.

Please note that beginning April 4, 2016, Brooklyn Tweed will be increasing the minimum amount of an order that can receive free shipping within the U.S. from $100 to $150. (As before, please note that shade cards and PDF pattern purchases do not count towards this amount.) While we regret having to increase the minimum amount in order for our customers to receive free shipping within the U.S., we do so in order to meet the rising costs of shipping that are out of our control. We are pleased to be able to continue to offer free shipping within the U.S. on orders that meet the new minimum amount, and to be able to keep all other shipping charges the same.  

 Shipping_Table_april_16

Please note, once your package has left our warehouse it is the responsibility of the United States Postal Service (for domestic orders) or your national postal service (for international orders) to deliver it to the address provided. If you wish to have the tracking number for your domestic package or the customs number for your international package, please contact us at orders@brooklyntweed.com with your order number for further information. If tracking indicates that it is in the hands of the USPS, please contact your local USPS office for any questions or concerns.

Brooklyn Tweed is not responsible for any lost or mis-delivered packages, or packages for which the incorrect shipping address has been provided; please contact your local USPS office with any questions or claims.

Where does my yarn ship from?

All of our yarn ships from our warehouse, located in Portland, Oregon. Orders generally ship 1-3 business days (Monday-Friday) after the order has been placed on our website. We ship all of our orders via USPS, using First Class or Priority mail for yarn and Media Mail for books.

Do you accept international orders?

Gladly! We ship our yarns all over the world, via USPS First Class Mail. Shipping times vary depending on the final destination of the yarn, but international orders leave our warehouse just as fast as domestic orders. A few notes if you’re interested in placing an order from outside the US:

We are legally obligated to represent all international purchases as “merchandise” and with exact values; we are unable to mark items as “gifts” or declare a value lower than the price paid by the buyer.

Once packages leave the United States, they are the responsibility of your national postal service. We are able to provide customs numbers and package information if there is a delay or questions on your package, but are unable to provide details on estimated arrival or tracking for international orders. Please contact your local postal or customs office for further information.

Please note that other countries may charge customs fees. You may be subject to import duties and taxes, which are levied once the package reaches your country. Brooklyn Tweed is not responsible for any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.

Please also note that our shipping software can only accommodate international addresses of five lines or fewer in length. Please alter your address to fit when adding shipping information to your Brooklyn Tweed account.


Ordering

What forms of payment do you accept?

We currently accept Visa, Mastercard, American Express, Discover, and PayPal for all online sales.

Can you wind my yarn before shipment?

We regret that we are not able to wind yarn prior to shipment. Our apologies!

Can I purchase digital patterns as a collection or e-book? Do you sell printed versions of your patterns?

Brooklyn Tweed is committed to fair compensation of designers. Selling BT Design Team and Wool People patterns individually, whether as PDFs through the BT website and Ravelry or as paper copies available from some of our retail stockists, allows us to ensure that each designer receives the appropriate portion of the profit for every sale throughout the life of their work.

Since each BT CAPSULE collection is the work of a single designer, we can print softcover books containing all patterns, photographs, and special techniques without distorting our fair compensation model. As with all BT designs, CAPSULE patterns can also be purchased as individual PDFs on the BT website or on Ravelry.

Lookbooks, an informative and visual taste of each collection, are available to view on our website or as free PDF downloads only.

How do I get my patterns?

All of our patterns are for sale as individual PDF downloads. PDFs are delivered digitally; you will not receive by mail a hard copy of a pattern purchased in PDF format. Upon purchase, you will be provided with a “Download” button in your browser. Clicking on this button will automatically begin the PDF download to your computer (depending on your browser, you may be required to choose a “Save As” location for your new file). You can also always access your BT pattern purchases by signing into your Brooklyn Tweed account and then clicking on “My Downloads.”

Customers are allowed 5 separate downloads of a PDF per purchase. Once you download and store a pattern on your computer or device, you should be able to open the saved version in the future — e.g. there should be no need to re-download it each time you need it. However, if you do exceed your download limit for a pattern, please contact us at orders@brooklyntweed.com and we’ll be happy to reset the download limit for you.

CAPSULE patterns can be purchased individually as PDFs or as a collection in a printed book form.

Help! I forgot my BT account password.

You can reset your BT account password by entering the email address associated with your BT account here. You will then receive by email a link to create a new password.

I can't seem to log into my BT account, and I never received a new password after using the 'lost password' link. How can I regain access to my account?

Your email address may have been entered incorrectly when you registered, and if so, we’re happy to help you get it sorted out! Send us an email at orders@brooklyntweed.com and we’ll verify all of your information so that you can continue to log in and use your account.

Can I make changes to my order after it is placed?

We are happy to accommodate any changes made to an existing order as best as we can, as long as the order hasn’t already begun processing at our warehouse. If you have placed an order and would like to request a change, please send an email to orders@brooklyntweed.com including your name and order number and we will do our best to aid you in making changes as quickly as possible.

Why is my order still marked as "pending" -- why can't I access my pattern downloads?

Orders that are paid by PayPal e-check can take between a week to ten days to complete processing. Once your e-check has cleared, your purchase should automatically be changed to “processing,” at which point you should be able to access your pattern downloads. If your e-check is cleared or if you’ve used a different form of payment and your order is still marked “pending,” please let us know at orders@brooklyntweed.com and we’ll investigate further.

There was a mistake on my order. What should I do?

Please contact Brooklyn Tweed at orders@brooklyntweed.com within 15 days of placing your order (30 days for international orders) and we’ll take care of it as quickly as possible. With regret, we are unable to check into orders beyond this time period.

Why was I charged VAT on my order?

Beginning January 1, 2015, the EU (European Union) began charging a VAT (Value Added Tax) fee on digital goods sales.
 
Brooklyn Tweed pattern PDFs fall under that category. VAT fees vary by EU country and are determined based on the IP address and the address on file with your credit card or PayPal account.
 
Brooklyn Tweed is MOSS registered (Mini One Stop Shop) and pays all collected VAT fees to the EU at the end of each quarter.
 
You can avoid being charged VAT fees during the check-out process if you are VAT-registered and enter your VAT number in the appropriate field.


Returns/Exchanges

Can I exchange or return my order?

If you wish to return or exchange an order, please contact us via email at orders@brooklyntweed.com before shipping your returned item(s). Order returns and exchanges must first be approved by our customer service before you ship your items back to us. Brooklyn Tweed will not accept any returns/exchanges outside of this process.

We are able to accept for return, whether for refund or exchange, our core yarns (Loft, Shelter, and Quarry) that remain in their original sale condition (e.g. yarn remains unwound in skein with correct label) up to 45 days after the purchase date (30 days after the purchase date for any small-batch yarns such as Plains). Items returned for refund or exchange that are not in a re-sellable condition may be declined by Brooklyn Tweed.

Beginning January 11, 2016, Brooklyn Tweed will be charging a restocking and handling fee for all returns, regardless of whether for refund or exchange. The restocking and handling fee is a baseline $6 charge for up to 5 skeins of yarn; for each additional skein returned for refund or exchange, the customer will incur an additional $1 charge per skein.

Once a return has been authorized by our customer service department, a return address will be provided to you. Please do not ship your return to an unconfirmed or different address. We cannot be held responsible for the loss or refusal of unconfirmed returning shipments or for any costs incurred by such a shipment. Lost shipments sent to an unconfirmed address will not be replaced. Please note that shipping costs will not be refunded, nor are we able to extend any previous free shipping to exchanges. Unapproved returns/exchange requests may be refused and returned to the sender.

After an authorized return has been received by BT, the customer will receive via PayPal an invoice for his/her return. Once a customer’s return invoice has been paid in full, BT will complete the refund and/or exchange process. FYI, returns are processed on Wednesdays.

We are unable to accept returns on books (CAPSULEs) or pattern PDFs.


Our Yarns

Why are your yarns more gently spun than most?

Our core yarns LoftShelter, and Quarry have been designed for lightness and loft – their woolen mill preparation and lightly spun ply structure are what make them unique. In particular, our fingering weight Loft yarn may require a slightly gentler touch than some knitters are used to, but we think the results are worth it! The woolen-spun process and gently twisted fibers create featherweight lace and garment fabrics, and provide a significant amount of yardage per skein.

Where does your wool come from?

All of the wool used in our breed-specific yarns is sourced from American sheep. In fact, all the processes involved in creating our yarns occur on US soil. Wool for our core yarns LoftShelter, and Quarry is sourced from Targhee-Columbia cross-bred sheep grown in Johnson County, Wyoming and spun in historic Harrisville, New Hampshire. Plains was spun by Mountain Meadow Wool Mill in Buffalo, Wyoming, with sheep in the same county providing the wool.

What are the care instructions for your yarns?

We recommend handwashing or wet-blocking all fabrics made with Brooklyn Tweed wool. Submerge finished fabrics in warm (but not hot) water, gently squeezing them to release air bubbles. Soak fabric for several minutes, until well saturated. Remove excess moisture either by using the spin cycle on your washer or by rolling your fabric between clean, dry towels with light pressure. Lay fabric flat to air dry.

Why is there leftover veggie matter?

Most typical mill-spun yarns use wool that has undergone a process called carbonization. During this process, the wool is put through a bath of sulfuric acid and various other chemicals to clean the wool and turn any cellulose materials (i.e. twigs, hay, or grass) which may be caught in the wool into easily removable hydrocellulose. This process can be damaging to the fiber, and to preserve the truest quality of the original wool, we’ve chosen to skip this step. As a result of this, some small bits of vegetable matter remain in the finished yarn. They will often fall out during the knitting or blocking process, or can be gently removed.

Why does my skein weight differ from what's on the label?

Since our woolen-spun yarns are naturally a bit thick and thin, it is common for a skein’s weight to vary by a few grams from what is listed on the label. Regardless of weight, our mill spins each skein to its full yardage. If you feel your skein’s yardage is less than it should be, please email us at info@brooklyntweed.com.


Our Patterns

How do you define your skill levels for patterns?

Skill level 1 patterns are generally a simple knit, with little to no shaping (simple shaping may be employed through increases and/or decreases). The cast-on can be knitter’s choice and the piece is generally one theme, with no lace and no charts. For skill level 1 patterns, not getting gauge is generally not crucial to the finished piece.

Skill level 2 patterns could include, for example, a sweater in a basic pattern. The knitter may be asked to work increases into a basic pattern and/or work short-repeat texture patterns. Patterns are either written instructions only or written plus chart(s) (no chart(s) only). Decreases and bind-offs, but no short-rows, might be used for shaping. Circular knitting could be used. The pattern may include some special techniques but the pattern will include technique descriptions and often there may be a simpler way to accomplish something covered in a specific technique (e.g. binding off normally instead of working a sloped bind off).

Knitting skills are taken up a notch for skill level 3 patterns. These patterns may include concurrent shaping but all shaping will be accomplished by decreases and bind-offs, rather than short rows. Short rows may be used but generally only on stockinette, reverse stockinette, or garter stitch only fabrics, with no concurrent shaping. Patterns may use chart(s) solely, with no written instructions to match the chart(s)). Cables may be used if the chart repeat is simple. Simple lace can be used, with patterning on the right side only. There will be no round marker shifting on charts; if a shift is necessary, it will be spelled out in the pattern’s directions. As with skill level 2, a skill level 3 pattern may include some special techniques but the pattern will include technique descriptions and often there may be a simpler way to accomplish something covered in a specific technique (e.g. binding off normally instead of working a sloped bind off).

Skill level 4 assumes the knitter can work stitches into an established pattern, beyond the simplest patterns, without the need for explicit written instructions. Skill level 4 patterns may include stranded colorwork and/or intarsia. Short rows (of any method) may be used in a pattern. Charts may include interior shaping and/or or certain-size-only instructions. Special cable symbols with decreases may be used. Concurrent shaping may occur (e.g. a garment knit in the round with row shaping happening at the same time as raglan decreases). Multiple beginning-of-round marker shifting may be employed.

For patterns listed as skill level 5, expect complex instructions in regards to higher-level knitting skills, construction that uses advanced sewing techniques and/or complicated method(s) of assembling the garment, and the number of things to keep track of at once. Skill level 5 patterns could involve multiple referrals to special techniques. Steeks may be used. Lace patterning may be worked on both right- and wrong-side rows.

Can I purchase digital patterns as a collection or e-book? Do you sell printed versions of your patterns?

Brooklyn Tweed is committed to fair compensation of designers. Selling BT Design Team and Wool People patterns individually, whether as PDFs through the BT website and Ravelry or as paper copies available from some of our retail stockists, allows us to ensure that each designer receives the appropriate portion of the profit for every sale throughout the life of their work.

Since each BT CAPSULE collection is the work of a single designer, we can print softcover books containing all patterns, photographs, and special techniques without distorting our fair compensation model. As with all BT designs, CAPSULE patterns can also be purchased as individual PDFs on the BT website or on Ravelry.

Lookbooks, an informative and visual taste of each collection, are available to view on our website or as free PDF downloads only.

How do I get my patterns?

All of our patterns are for sale as individual PDF downloads. PDFs are delivered digitally; you will not receive by mail a hard copy of a pattern purchased in PDF format. Upon purchase, you will be provided with a “Download” button in your browser. Clicking on this button will automatically begin the PDF download to your computer (depending on your browser, you may be required to choose a “Save As” location for your new file).

You can also always access your BT pattern purchases by signing into your Brooklyn Tweed account and then clicking on “My Downloads.” Customers are allowed 5 separate downloads of a PDF per purchase. Once you download and store a pattern on your computer or device, you should be able to open the saved version in the future — e.g. there should be no need to re-download it each time you need it. However, if you do exceed your download limit for a pattern, please contact us at orders@brooklyntweed.com and we’ll be happy to reset the download limit for you.

CAPSULE patterns can be purchased individually as PDFs or as a collection in a printed book form.


Wholesale

Do you wholesale your products?

Why yes, we do! Yarn shops interested in carrying Brooklyn Tweed’s core yarns and printed patterns are welcome to read our wholesale information page here.

Questions? Feel free to email us at wholesale@brooklyntweed.com.


Other Questions

How can I subscribe to your newsletter?

You can find our e-letter subscription button at the bottom of any page of our website (including this one!). Enter your email address in the field marked “Enter Your Email” and click on the arrow to submit your request. Our e-letter will keep you up-to-date on new creations and yarn news from Brooklyn Tweed. And of course, we never share your personal information with anyone else.

When can I expect an answer to my email?

Our office is open Monday through Friday from 9am to 5pm Pacific time (PST), excluding observed holidays. We will get back to you as soon as we can during that time.  All emails are answered in the order they are received.

What if I have a question that hasn't been answered here?

Please let us know at orders@brooklyntweed.com and we’d be happy to help you out!


BT Cares

Ethical Concerns

We at Brooklyn Tweed are fortunate in knowing that the animals raised by the farms BT supports are carefully tended. Our growers do not utilize harmful practices on the animals — specifically, they do not implement mulesing, which is one of the greater concerns in world wool production. That is a practice that is thankfully almost completely non-existent with US-growers and is definitely not in practice at the farms we work with. 
 
While the shearers of the sheep are paid by volume, we have been assured both by our wool broker and the farm owners that this does not mean the shearing process is harmful. In fact, the percentage of animals that experience any shearing-related problems or injuries is under 1%. To keep the sheep from being consumed by ticks and lice right after shearing, the farmers employ veterinary-approved insecticides, akin to pest-control treatment for domestic dogs and cats. Since a stressed or sick sheep will have a weak fleece which would be unsellable, it is in the best interest of the farmers to keep their sheep healthy and happy and to treat their flocks well.

Environmental Concerns

As mentioned in Our Story, Brooklyn Tweed’s fleeces are handled gently; while cleaned thoroughly, our wool is never subjected to the harsh chemical treatment called carbonization which obliterates plant matter but can also damage the wool itself. As a result, our finished yarns can still contain a few flecks of flora, small reminders that the wool comes from real sheep that spend active lives in the great outdoors.
 
Brooklyn Tweed currently works with two different dye houses, G. J. Littlewood & Sons in Pennsylvania for Loft, Shelter, and Quarry; and Saco River Dyehouse in Maine for Plains. Both dye houses select their dyes by choosing options that yield the best color results at the best dollar value while still adhering to the standards set by the EPA. Littlewood uses an acid dying process while Saco River uses petroleum-based dyes. Regardless of the type of dye used, each dye house is able to correct the pH of their resulting waste water, as well as monitor for proper temperature, before releasing the waste water into the respective local waterway.
 
Whether for yarn production, printed patterns, or the running of its offices, Brooklyn Tweed tries to be as energy- and environmentally-conscious as possible. Within our supply chain, Saco River makes for a good example of this as they are one of the only organically certified yarn dyeing operations in the U.S., focused on environmental sustainability by reducing the usage of water, chemical dyestuffs, and energy during their production process. Saco River purchases offsets to address their impacts for carbon emissions, natural gas consumption, waste water treatment, and freight. Further information about Saco River’s concerted efforts toward the environment can be read about here.
 
Additionally, Franklin Printing in Maine — the printing company that Brooklyn Tweed uses for its printed patterns and books — is powered by 100% renewable energy.
 
To boot, at least half of BT’s core employees commute to work by bicycle. Three cheers for Portland’s numerous bike lanes!