In the accordion menus below, you can find frequently asked questions about Lattes & Llamas as well as our policies. Click the plus sign beside the questions/policies to read the answers. If you’re looking for information on the Geek-A-Long, we have an overview page and an extended FAQ page available for you to browse.
Getting in Touch
I want to get in touch. How do I do that?
We’d love to hear from you! You can either email us at firstname.lastname@example.org or use our handy-dandy contact form and we’ll get back to you within a day or two during the work week. There are only three of us, so it may take longer when we’re away at yarn shows, during the holidays, or if we’re up to our elbows in dye out in the studio.
I want to show you what I made with your yarn!
Yay! We love seeing Lattes & Llamas projects. Please comes share it in the Lattes & Llamas group on Ravelry, so we can squee with you! For your super cool Geek-A-Long blankets, you can find your online home of fellow Geek-A-Longers in their own special group on Ravelry.
If you’re an Instagram user, you can mention @lattesandllamas, but the best way to make sure everyone sees it is to use the #lattesandllamasyarn hashtag or the #geekalong hashtag for GAL squares. You can also find Megan-Anne as @doctor_llama and Jac as @jac_attacking on Instagram. We love to share your pics with our followers!
I have a question about gauge, pattern ideas, or something similar with your yarn.
The best place to get answers to your question is the Lattes & Llamas group on Ravelry. There is a great community of people there happy to help.
Help, I forgot my login!
Our software doesn’t share your username and password with us. If you can’t remember it, click on “Forgot Your Password?” and then enter your email to reset your password.
I live outside the USA. Do you ship internationally?
Absolutely! But international parcels are shipped slightly different than domestic ones.
USPS’s charges for International Priority Mail and Delivery Confirmation are simply too high to be practical, so we send international packages by USPS First Class mail and obtain a customs number that tracks your parcel within the US (and sometimes also outside the US, but not always). If you would prefer your package be sent by Priority Mail or with Delivery Confirmation and/or Tracking, please contact us for the cost.
Please be aware that when a package is sent by First Class mail, we are both in the hands of the USPS and your local carrier. International delivery can sometimes take considerably longer than might be expected. To ensure timely delivery, PLEASE ENTER A PHONE NUMBER AT CHECKOUT. If you do not have a phone number on your order, it may slow your package down if it gets stuck in customs and they have no way to reach you.
When we send items out of the country, we must complete a customs declaration. This is required to include the price paid for your item and your country may charge customs fees. These fees are your responsibility. If you choose not to collect your parcel from the post office and it is returned to us, we will refund the cost of the items you ordered at your request, but we do not refund the cost of shipping for parcels not collected.
We are currently building up our inventory of “in stock” hand-dyed yarns to help you get your yarn faster. Currently, most skeins are hand-dyed to order. Depending on our current volume of orders it will take 3-7 business days to create and ship your hand-dyed lovelies. Orders containing “in stock” as well as dyed-to-order yarns will be shipped together once all items are complete. Orders placed after 1pm Eastern Standard Time will not be processed until the next business day. If we suspect it will take longer than seven business days to process your order due to an influx of orders during the busy season, holidays, vacation closures, or extended processing times, you will be immediately notified via the email address you provided at checkout.
Most domestic packages are shipped at a flat rate by USPS First Class with tracking information included. If you require next day shipment, please contact us for shipping costs and so that we can make arrangements. Items cannot be shipped until payment is received. Please be aware that once the item leaves us, it is in the hands of the postal service and your local carrier.
Our flat rate shipping costs are as follows:
You don’t pay extra, even when you purchase a sweater quantity of yarn!
Where is my tracking number/shipping notification?
When an order is shipped and marked as completed in our system, an email is auto sent to you that a note has been added to your order. When you follow the link provided in that email or simply login to view your account, the tracking number will be listed in the order notes.
Order Changes and Returns
How do I make changes to my order?
Please email us at email@example.com with details of the change you’d like to make. Please include your full name and address with your order number.
I need to return my yarn. What do I do?
We want you to love the yarn as much as we do. But if you are unhappy with your purchase for any reason, you may exchange or return it within 14 days of receiving it. We want you to be satisfied with your purchase and we will make every reasonable effort to make that happen. You must email us at firstname.lastname@example.org to arrange a return, including the original order number with your full name so that we can look it up. If the item is returned for a refund, we will return your money to you as soon as we receive it. If you return an item with the intent to exchange it, we will need to send you an invoice for the shipping of the new product(s) to you and possibly a difference if the new item is a higher value than the original item. We recommend that you purchase tracking and consider insurance when returning items to us for a return or exchange as we will not assume responsibility for items lost in the mail on the way back to us.
Important Restrictions Please Note:
- We do not refund shipping charges.
- Yarn must be in its original condition.
- We cannot accept the return of any yarn or fiber that smells of cigarette smoke and/or pets or yarn that has been wound into balls/cakes. In this case, a refund will not be possible and your purchase will be returned to you. Thank you for your understanding.
USPS reports my package returned/lost/delayed/delivered and I don’t have it!
We recommend calling your local post office first – 99% of the time calling your local postmaster finds the package within 24-48 hours. Usually, it’s as simple as a missdelivered package or it was left in the truck. Your local post office can be most helpful!
Unfortunately, if your package was stolen after delivery, mailing insurance will not cover it. Please ensure that you have your package sent to a location that is relatively secure.
If your package is listed as lost, tracking stalls for a week without movement, or the post office never delivered it and you’ve contacted them to no avail, please let us know. Contact us at email@example.com and we will let you know what we need to proceed with an insurance claim and get your order/refund taken care of.
Questions about Color
Why doesn’t my yarn look exactly like the last skein I bought, why does my yarn look different from the picture on my computer, or why do my skeins look slightly different from each other?
Hand-dyed skeins are very different from industrially dyed yarn — each skein is dyed by hand by an individual dyer. Their true beauty is the uniqueness and adventure in every skein. All hand-dyed yarns can vary between and within dye lots, so please be sure to order enough yarn for your project. It gives us the chance to minimize the differences between your skeins. If you’d prefer to reduce any variation in your project, we recommend alternating skeins every two rows in your project. Please remember that our photos are as accurate as possible, but the colors you see depend on your computer monitor’s settings.
What is Dyed to Order?
The hardest thing for a hand-dyer to do is carry a large color catalog with multiple bases, so we solved that problem years ago by offering colorways “dyed to order.” While we’re working hard to move into a larger space, so we have room to carry a full stock that will enable us to pack and ship as fast as possible, we enjoy getting to know our customers behind the orders. Between hand-dying each skein and writing the colorway name on the label, we feel like we get to know you a little bit better with every order.
What is a dye lot?
A dye lot is a record taken during the dyeing process of yarn to identify yarn that received its coloration in the same vat. As all of our yarns are either hand-dyed or hand-painted, they are unique and varied, and do not have dye lot numbers. We highly recommend that you order all the yarn you will need for a project at once to ensure that it will be as similar as possible. Even so, it is always recommended with high quality hand-dyes to alternate balls of yarn every two rows while knitting to ensure consistency throughout your project.
For Shops and Designers
I’d like to sell your yarns in my shop. Do you wholesale?
Absolutely! We make Lattes & Llamas yarns, patterns, and kits available to a select group of retail shops. Please click here to fill out our wholesale information form and receive your welcome kit.
I’m a designer (or an lys) and I’d like to use your yarn for an upcoming design or KAL/CAL. Can I do that?
We LOVE supporting designers and KALs/CALs!
We are glad to provide yarn support for patterns and books by upcoming and established designers. We especially love creating kits for KALs! If you’d like to use Lattes & Llamas yarn in an upcoming design or KAL, please email us so we can discuss your project. The key to success, especially in creating kits for a KAL, is to get in touch as early in the process as possible so we have enough time to create the yarn and fully support your project.