FAQ

Shipping

How much does shipping cost?

Below is Brooklyn Tweed’s current list of shipping charges. Shipping charges cover postage, packaging, and processing and handling fees. Shade cards ship for free within the United States; shade cards ship internationally for $5 when purchased separately.

 * Totals do not include PDF pattern purchases.

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 order ship from?

All of our products ship from our warehouse, located in Portland, Oregon. Orders generally ship within one business day (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 shade cards and Media Mail for print 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. If you need assistance with this, please email us at orders@brooklyntweed.com.

Where is my order?

When your order has been processed you will receive an email with a tracking number for your package. Please know that it can take up to 24 hours for tracking information to become available online. Once a package leaves our warehouse, we are unable to provide location specifics on that package as package tracking information can only be gleaned from your local postal service. If you suspect your package has been mis-delivered or possibly stolen, please email us at orders@brooklyntweed.com and we’ll be happy to assist you.


BT Accounts

What can I do if I forgot my BT account password?

You can reset your BT account password by entering the email address associated with your BT account here: https://www.brooklyntweed.com/my-account/lost-password/. You will then receive by email a link to create a new password.

I can't log into my account because I forgot my username, can you help?

Send us an email at info@brooklyntweed.com and we’ll be happy to help you sort this out!

Why do I need an account to check out?

Our system requires a BT account in order for us to provide a high level of customer service and timely support. It also serves as storage for your digital pattern library. For digital pattern purchases, the PDF is available to download immediately from your BT account. Your purchased patterns are also stored in your BT account for future access. If a pattern is updated by Brooklyn Tweed, the updated pattern will automatically be made available in your BT account. If you are experiencing difficulty in accessing your purchased patterns, please see the FAQ for “Our Patterns: How Do I Access My Patterns?”


Ordering

What forms of payment do you accept?

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

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"?

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.

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.

Do you charge sales tax?

Currently sales tax is not applied to orders placed through our webstore. As Brooklyn Tweed attends fiber events across the country, sales tax in the states attended may be applied to online orders. We will update this FAQ accordingly.

Can you wind my yarn before shipment?

With the exception of our packaged handknitting kits, we regret that we are not able to wind yarn prior to shipment.

How can I tell if the yarn I am looking for is in stock?

If a yarn in a particular color is listed on our website, it is in stock! A warning message will appear only when the skein quantity for a particular yarn in a particular color is below 25 skeins. Due to the nature of our yarn delivery timelines, we are unable to backorder yarn.

How can I order more yarn in the same dye-lot?

If you are looking for a particular dye lot, you can either include the dye lot request in the “Special Requests box” portion of our online order form so that our Shipper will see the note, or feel free to email our Customer Service Specialist ahead of placing an order at orders@brooklyntweed.com and we’ll be happy to check on the availability of a dye lot for you.

How do I access my pattern purchases?

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.

There was a mistake when placing 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.


Returns/Exchanges

Can I return my order?

Absolutely! We gladly accept for return yarns purchased through Brooklyn Tweed’s webstore that remain in their original sale condition (unwound with original label) within 45 days of purchase for our core yarns and within 30 days of purchase for any single-batch yarn such as Plains. Returns can be mailed directly to our warehouse without prior authorization:

Brooklyn Tweed ATTN: Returns 135 NE 12th Ave. Portland, OR  97232 USA

Please include in your package the packing list for the order as well as a note stating your preference for either a refund (credited back to the original method of payment) or store credit which can be used on a future purchase (FYI there is no expiration date for store credit). If you no longer have the packing list, please include in your package a note with the following information: your full name, your email address, the order number (available by logging into your BT account and/or included with your order’s confirmation emails), and your preference for either a refund or store credit. When your return has been received by Brooklyn Tweed and verified as a viable return, you will receive an email notification confirming your return and the method of reimbursement. Please note, the amount of time it takes for credited funds to become available can vary depending upon the original method of payment. In general, original shipping fees are not refunded nor is Brooklyn Tweed responsible for additional shipping fees incurred to return the product or for returns lost in transit. Items returned for refund that are not in re-sellable condition will be declined by Brooklyn Tweed with the option to have the yarn shipped back to you at your expense. Purchases of shade cards, knitting kits, sweater cards, gift cards, sale items, printed books and digital content including pattern PDFs are final sales and are neither returnable nor refundable. If you have questions or feedback about our products, please contact our Customer Service Specialist at info@brooklyntweed.com.

What should I do if the contents of my package are incorrect?

Please contact our Customer Service Specialist at orders@brooklyntweed.com within 7 days of receiving your order (14 days for international orders) and we’ll resolve the discrepancy as quickly as possible.


Our Yarns

Why are Loft, Shelter and Quarry more gently spun than most yarns?

Our woolen-spun 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 Brooklyn Tweed yarn is sourced from American raised sheep. In fact, all the processes involved in creating our yarns occur on US soil. Wool for our woolen-spun yarns, LoftShelter and Quarry, is sourced from Targhee-Columbia cross-bred sheep raised in Johnson County, Wyoming and spun in historic Harrisville, New Hampshire. Wool for Arbor, our DK-weight yarn, comes from purebred Targhee sheep grown in Montana and South Dakota. The 100% Rambouillet fleece that is spun into laceweight Vale comes from sheep on the Wyoming plains. Both Arbor and Vale are worsted spun in southern Maine at the historic mill, Jagger Brothers. Our single batch yarn 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?

Our worsted-spun and woolen-spun yarns are dyed using different processes, so their care instructions vary slightly. We recommend handwashing or wet-blocking all fabrics made with Brooklyn Tweed wool. We advise against dry cleaning or machine washing garments made with BT wool. For our woolen-spun yarns Shelter, Loft and Quarry, submerge finished fabrics in warm water. Gently squeeze the fabric to release air bubbles and soak fabric for 20-30 minutes or until well saturated. Remove excess moisture by rolling your fabric between clean, dry towels with light pressure. Lay fabric flat and shape to air dry. For Arbor and Vale, fill a sink or basin with cool water and submerge the fabric in water, gently squeezing out any air bubbles so that the piece can remain under water without being held there. Soak work for 10 minutes, allowing fabric to become completely saturated. Remove excess moisture by rolling your fabric between clean, dry towels with light pressure. Lay fabric flat and shape to air dry.

Why is there leftover veggie matter in Loft, Shelter and Quarry?

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 (e.g. twigs, hay, or grass) which may be caught in the wool into easily removable hydrocellulose. This process can be damaging to the fiber, so to preserve the truest quality of the original wool, we’ve chosen to eschew this step from our yarn production process. As a result, some veggie matter can still be found in our woolen-spun yarns. Another reason why there can be leftover veggie matter is due to the woolen-spun process, which begins with fiber that is carded instead of combed. In fibers that have been carded, veggie matter can get “trapped” inside, leaving small bits of vegetable matter in the finished yarn. In general, these bits will often fall out during the knitting or blocking process, or can be gently removed. We like to think of these small bits of veggie matter as a gentle reminder of the sheep’s life out on their rangeland.

Why does my skein weight differ from its published weight?

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 its published weight. 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.

Why does my skein contain knots?

Although uncommon, it is not unheard of for there to be a knot or two in a skein of BT’s woolen-spun yarn. Knots are tied by mill workers when new strands of yarn are joined together during the spinning process. This allows for longer strands of yarn to be produced and helps eliminate larger quantities of waste yarn/mill ends (we’re all for less waste!). We work with our mills to ensure that there are as few knots as possible, ensuring our skeins are below the industry standard of knots per skein, which is three for an average skein of yarn. If you do come across a knot in your skein, it is easy to cut out the knot and rejoin the yarn using the felt splice method, which mimics the way a woolen-spun yarn is made.


Our Patterns

How does BT define 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 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?

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.

Do you sell printed versions of your patterns?

The individual patterns that we have available for purchase online are digital PDF files only. Other than our print books of pattern collections, we currently do not have paper versions of our patterns for sale in the Brooklyn Tweed webstore.

The only digital sales of Brooklyn Tweed patterns that guarantee adequate compensation to the company and Brooklyn Tweed’s designers are through www.brooklyntweed.com and Ravelry/Ravelry LYS.

How do I access 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.

You can also add your pattern PDF purchases made through the Brooklyn Tweed webstore to your Ravelry library by following these instructions. CAPSULE patterns can be purchased individually as PDFs or as a collection in a printed book form.

Do you offer assistance or support for BT patterns?

Yes, we offer complimentary pattern support for all of the patterns in the Brooklyn Tweed archive. If you get stuck or need help with a BT pattern, please feel free to reach out to our Pattern Support Specialist at support@brooklyntweed.com.

Why is my purchase information listed on the cover page of my digital pattern?

Watermarking digital content helps to prevent and identify the unauthorized sharing of digital patterns.

What is your policy on copyright and distribution?

Brooklyn Tweed patterns may be printed and used for personal, non-commercial use only and may not be reproduced, sold, or distributed.

The only digital sales of Brooklyn Tweed patterns that guarantee adequate compensation to the company and Brooklyn Tweed’s designers are through www.brooklyntweed.com and Ravelry/Ravelry LYS.

All images, text, and illustration © Brooklyn Tweed 2017.

Class use and/or translations are allowed only with the express written permission of Brooklyn Tweed.

For questions, please contact us at info@brooklyntweed.com.


Wholesale

How can I carry BT products in my shop?

Shops interested in carrying Brooklyn Tweed products are invited to read our wholesale information page here.

I'm a designer, do you provide yarn support?

We are happy to discuss yarn support options, please email us at orders@brooklyntweed.com with your request.


Ethical and Sustainable Practices

How does BT ethically source wool?

We at Brooklyn Tweed intentionally partner with ranches where the animals are carefully tended. Our ranchers 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. Thankfully, the practice of mulesing is almost completely non-existent with US producers and is definitely not in practice at the ranches we work with. Each spring, the flocks receive their annual shearing. While the shearers of the sheep are paid by volume, we have been assured both by our wool brokers and the ranch 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 ranchers employ veterinary-approved insecticides, akin to pest-control treatment for domestic dogs and cats. Since a stressed or sick sheep would have a weak fleece, it is in the best interest of the farmers to keep their sheep healthy and happy. The ranchers we work with take great care to ensure the health and well being of their sheep, and, as a result of their careful tending, we are able to produce our beautiful yarns.

What steps does BT take to minimize environmental impact?

Whether for yarn production, printed patterns, or the running of its warehouse and offices, Brooklyn Tweed strives to be as energy- and environmentally- conscious as possible. In the production process 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 Maine Dye & Textiles in Maine for Arbor, Vale, and 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 Maine Dye & Textiles 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 excess water into the respective local waterway. Maine Dye & Textiles is an especially good example of environmental consciousness as they are the only organically certified yarn dyeing operation in the U.S., focused on environmental sustainability by reducing the usage of water, chemical dyestuffs, and energy during their production process. Maine Dye & Textiles purchases offsets to address their impacts for carbon emissions, natural gas consumption, waste water treatment, and freight. Further information about Maine Dye & Textiles’s concerted efforts toward the environment can be read about here. Additionally, Franklin Printing in Maine — the printing company that Brooklyn Tweed uses for books, yarn labels, and shade cards — 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!

American Made

At Brooklyn Tweed we are passionate about wool, knitting and design. We are equally passionate about developing and manufacturing breed-specific yarns that support domestic textile production. Our first yarn, Shelter, was the culmination of Jared Flood’s dream to create homegrown yarns that would preserve, support and sustain the tradition of U.S. textile production, and all yarn lines since have held to that core principle, all having been designed, sourced, scoured, dyed and spun in the USA. From the ranchers who tend the sheep to the mill workers who spin and dye our yarns, we take great pride in working with family-owned, multi-generational businesses that keep their crafts and communities thriving.


Other Questions

How can I stay up-to-date with BT news and announcements?

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. You can also follow us on our other social media platforms: Instagram, Ravelry, Facebook, and Twitter.

When can I expect an answer to my email?

Our office is open Monday through Friday from 9am to 5pm Pacific time (PT), 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.

Can I contact BT by phone?

While we wish we could help customers by phone, we are a small team and at present do not have the resources to be able to offer phone support. We are, however, quite speedy at replying to emails so if you need to get in touch with us please send us an email via our contact form or info@brooklyntweed.com for timely assistance. Questions for pattern support can be sent directly to support@brooklyntweed.com.

Can I visit BT headquarters?

Brooklyn Tweed HQ is a small facility that consists of our offices and warehouse. While we thank you for your interest, since we are a small team busy supporting our customers and shipping yarn we are unable to accept visitors. If you are in Portland, Oregon we encourage you to visit our local Destination Stores, Knit Purl in downtown Portland and Twisted in inner northeast Portland.

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

Please let us know by emailing info@brooklyntweed.com and we’ll be happy to help you out!