Read on for answers to some of our most frequently asked questions:
How much do I pay for shipping?
Below is our current list of shipping charges. All US orders over $100 ship free of charge. Please note that shade cards and PDF pattern purchases do not count towards this total.
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) to deliver it to the address provided. We are happy to provide the tracking number for your domestic package or the customs number for your international package; please contact us at email@example.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, Maine. Orders generally ship 1-3 business days (Monday-Friday) after the order was placed on our website. We ship all of our orders via USPS First Class or Priority mail.
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. Please contact your local post office or customs 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.
What forms of payment do you accept?
We currently accept Visa, Mastercard, American Express, Discover, and Paypal for all online sales. Sales tax will be calculated and added to orders placed by customers in Maine and New Jersey.
Will you wind my yarn before shipment?
We regret that we aren’t able to wind yarn prior to shipment. Our apologies!
Can I purchase digital patterns as a collection or e-book?
We currently sell all of our patterns as single downloads only. We are committed to fair, royalty-based compensation for all of our designers; this sales model allows us to cover our production costs and maintain a generous payment method for independent designers.
How do I get my patterns?
All of our patterns are for sale as PDF downloads. You will not receive a hard copy of a purchased pattern by mail. Your PDF will be delivered digitally. 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). Customers are allowed 5 separate downloads of a PDF per purchase. If you need to visit this page after your original download, you can access it by signing into your Brooklyn Tweed account, clicking “Account”, clicking “View My Order History”, and selecting your order number. Once there, you should see a download link available. If for any reason you don’t see this link, please let us know at firstname.lastname@example.org and we’ll be happy to reset it for you.
Do you sell printed versions of your patterns?
All patterns purchased by customers through our web site are digital only. We do, however, wholesale our original patterns in printed form to yarn shops all over the world. If your local yarn shop would like to carry any of our patterns in print, they may contact us at email@example.com for details.
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 e-mail to firstname.lastname@example.org including your name and order number and we will do our best to aid you in making changes right away.
Why is my order still marked as “pending”, and why can’t I access my pattern downloads?
Orders that are paid by PayPal e-check take between a week and ten days to complete processing. Once your e-check is cleared, your purchase should automatically be changed to “processing” and 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 email@example.com and we’ll investigate further.
I can’t seem to log into my account, and I never received a new password after using the ‘lost password’ link. How can I regain access to my account?
Your e-mail address may have been entered incorrectly when you registered, and if so, we’re happy to help you get it all settled! Send us an e-mail at firstname.lastname@example.org and we’ll verify all of your information so that you can continue to log in and use your account.
There was a mistake on my order. What should I do?
Please contact Brooklyn Tweed at email@example.com within 30 days of placing your order (60 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.
Can I exchange or return my order?
If you wish to return or exchange an order, please contact us via e-mail at firstname.lastname@example.org before shipping your returning item(s). Order returns and exchanges must first be confirmed 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 happily accept returns and exchanges for items that remain in their original sale condition (e.g. yarn remains in skein with label) up to 60 days after the purchase date.
A return address will be provided during the return coordination process. Please do not ship to an unconfirmed or different address. We cannot be held responsible for the loss or refusal of unconfirmed returning shipments or any costs. Lost shipments sent to an unconfirmed address will not be replaced.
Please note that returns are processed on Wednesdays, and 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.
Why are your yarns more gently spun than most?
Our yarns have been designed for lightness and loft – their woolen mill preparation and lightly spun ply structure are what make them unique.
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 & garment fabrics, and provide a significant amount of yardage per skein.
Where does your wool come from?
All the wool used in our yarns is sourced from American sheep. In fact, all the processes involved in creating our yarns occur on US soil. Our wool is sourced from Targhee-Columbia cross-bred sheep grown in Johnson County, Wyoming, and spun in historic Harrisville, New Hampshire.
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.
How can I subscribe to your newsletter?
You can find our e-letter subscription button at the bottom of any page of our web site (including this one!). Enter your e-mail address into the field marked “Subscribe to our E-letter” and click Submit! 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 e-mail?
Our offices are open Monday through Friday from 9 to 5 Pacific time, excluding observed holidays. We will get back to you as soon as we can during that time. All e-mails 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 email@example.com and we’d be happy to help you out!