FAQ's

 

 SHIPPING RATES:
All shipping rates are calculated based on the weight of your purchase and you will be able to review in your cart prior to completing checkout.

Shipping times are estimated by USPS, (for example, two day priority mail), does not include processing time to pack orders.

These orders will ship by either USPS or UPS depending on the size. If you would prefer one or the other, please send us an e-mail when the order is placed or leave a note during checkout.

Shipping rates are based on what we are charged by USPS - this is calculated based on order weight. 

Please note that international customers will be responsible for paying any duties or customs fees associated on your purchase. We use USPS whenever possible to reduce this possibility, but cannot guarantee that you won't be charged additional fees upon receipt of your order.

 

Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Package protection is automatically added to your cart, but you are able to opt out if you prefer before checkout.

Plus, every time you add Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem, making your shipment carbon neutral.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

HOW SOON WILL MY ORDER SHIP?
We make every effort to ship orders out in a timely matter. We aim to get every order out the door within 2-3 business days (excludes weekends and holidays) of placing the order.

Upon shipping, you will receive an e-mail with tracking information.

 

WHAT IS YOUR RETURN POLICY?
We want you to love your yarn! If you are unhappy with your purchase, please let us know right away.

We will accept returns and exchanges within 90 days of purchase with receipt. Items must be in its original, unused condition with all labels and packaging intact and undamaged. We are unable to accept wound yarn as a return or exchange.

Once your return has been received, we will be able to refund you for the cost of your yarn. All shipping charges are non-refundable. Unfortunately, we cannot assume responsibility for items lost or damaged in transit on their way back to us.

If you would like to return your order, please e-mail us at info@shoplamercerie.com

 

WHAT IF MY PACKAGE IS LOST?

La Mercerie is not responsible for lost or stolen packages. If you did not purchase package protection for your shipment, we recommend reaching out to USPS and your local mail carrier directly to find out more information about next steps.

If you did purchase package protection and your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim?  File here

 

DO YOU HAVE A PHYSICAL STOREFRONT?
Yes! You can visit us at:
118 Madrone Lane N.
Bainbridge Island, WA 98110

We are currently open Wednesday-Saturday from 10:00 am-5:00 pm and Sundays from 11:00-4:00

 

  

WHAT IF I STILL HAVE QUESTIONS?
Send us an e-mail! We know that ordering  yarn online can be a scary thing...we love working with you to make sure you are satisfied with your order! If you would like more information, additional images, or just want to say hello, send a message through our Contact page.