FAQ

You can either email us at contact@lattesandllamas.com 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 two 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.

While Megan-Anne as DrLlama and Jac as DoctorCappuccino are both available to message through Ravelry, we do not recommend it. The response time is a lot slower, and Jac as gone months without opening her Ravelry in-box.

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 @lattesandllamasyarn, 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!

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.

Click on the “forgot” button on the login page or go directly to this page. Then, either enter your username or email address into the indicated box. Finally, follow the prompts to reset your password.

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.

Depending on our current volume of orders, it will take 1-3 business days to process your order and get the parcel into the USPS’s hands. 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!

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.

Please email us at contact@lattesandllamas.com with details of the change you’d like to make. Please include your full name and address with your order number, and we’ll do the best we can to help you.

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 contact@lattesandllamas.com 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

• 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.

We recommend calling your local post office first – 99% of the time calling your local postmaster finds the package within 24 to 48 hours. Usually, it’s as simple as a miss-delivered 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 contact@lattesandllamas.com and we will let you know what we need to proceed with an insurance claim and get your order/refund taken care of.

Hand-dyed skeins are very different from industrially dyed yarn — each skein is dyed by hand by an individual dyer, usually by Megan-Anne in our case. 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.

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 sometimes 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.

A dye lot is a record taken during the dyeing process of yarn to identify yarn, which 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.

As of April of 2020, we have discontinued wholesale at this time due to the pandemic. We are uncertain as to when we will be able to resume wholesale as the supply chain for several of our most popular bases has been broken.

For information on wholesale, please fill out the contact form and we will contact you to discuss details.

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, please email us so we can discuss your project. The key to success, especially in cultivating color choices for your patrons or 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.