General Information
Yes, we ship almost everywhere!
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Account Help
Click here to log in.
On desktop, click the My Account icon in the upper right corner (this looks like a little person). Click there to go to the login screen. If you are already logged in, this icon will take you to your account dashboard.
On mobile, click the three-line icon (called the hamburger) in the upper right hand corner, and scroll down to “My Account.” Click there to get the Login screen.
If you are logged in, on desktop select the Wishlist icon from the upper right hand corner (looks like a heart, or click on “My Account” and select “Wishlists” from the menu. On mobile, Select Wishlists from the hamburger menu, or select My Account and Select Wishlists from the menu
If you are not logged in, any of these methods will take you to the login screen, before proceeding as above.
Easy peasey. Go to the Login page and click on the link below login that says “Lost your password?” Then enter your username or email and we’ll send you a link.
Well, you can go through the lost password process above. Or, if you are logged in, you can go to the main My Account section, then select “Account Details” from the menu to change your password.
Go to the main My Account section, then select “Payment Methods” from the menu. You can delete or add payment methods.
Go to the main My Account section, then select “Addresses” from the menu. You can edit your billing and shipping addresses.
Go to the main My Account section, then select “Account Details” from the menu. You can change your email address here.
Orders and Delivery
If you need to change or cancel your order, email us immediately. We dispatch our orders quickly, but we will be happy to help if we haven’t shipped yet! For more details, click here.
New Zealand GST is deducted from international orders. Your country may charge local GST as part of its duties upon package arrival; please check your local regulations.
Within New Zealand: Urban
- Standard domestic shipping on orders up to $20 is $6.50.
- Orders over $20 are $9.
- If you spend over $199, the shipping is on us.
Within New Zealand: Rural
Due to the increase in rural surcharges, we now have a $5 surcharge for orders under $50. Orders over $50 pay the same as urban.
- Standard domestic shipping on orders up to $20 is $11.50.
- Orders over $20 and under $50 are $14.
- Orders over $50 are $9
- If you spend over $199, the shipping is on us.
Please click here for more details.
International
Our international shipping rates are: NZ$25 for Australia, NZ$45 for the rest of the world.
Every parcel is dropped off to the courier no later than the first business day following your order. However, the Yarn Vault is located in a rural area. Sometimes if it is a late afternoon drop off it doesn’t get picked up by the driver until the following morning.
You will get an email from us when we pack your order, and one from the courier company with a tracking number once they pick up the parcel.
Australia does not have duties on packages from New Zealand.
American parcels are charged 15% tariff at checkout, which is then passed by NZPost to the US agency collecting tariffs. It is possible that the required tariff will change while the parcel is on its way and it might get held at the border while this is resolved. If this happens we will work with you to work out the best solution. As a result of these tariffs we are only shipping NZ made goods to the United States of America
Other international shipping does not include or cover any duty or charges incurred in the destination country. These vary widely from country to country; check your local regulations.
All prices are displayed in NZD.
Sales taxes are charged based on the shipping address. For all items shipped to New Zealand, the price displayed includes New Zealand’s 15% GST (Goods and Services Tax). For all items shipped outside of New Zealand, that tax is removed at checkout.
If you have an account, you can log in and see your order history and the status of your current order. You cannot cancel or edit your order from your account and will need to email us to make changes.
If you do not have an account, you will need to email us to check the status of your order as well as to make changes to your order.
New Zealand customers can expect delivery between 2 and 6 days. International customers can expect shipment within 21 days. If you have not received your package within these time frames, please contact us so we can track the parcel for you. For more details, click here.
We are so sorry to hear this! We recommend the following steps.
- Check the tracking information for any delivery notes. This will let you know if they left it at the back door, behind a bush, etc. etc. Sometimes the tracking information includes a photo.
- Check with your neighbors and see if they received the package on your behalf.
- Double check your order confirmation and see if it has the correct shipping address.
- If you find there is an error in your address or you still cant find your parcel, please reach out to service@theyarnqueen.co.nz for help.
We use post-consumer recycled cardboard and bubble wrap and rubber bands in our packaging, all items are wrapped in new brown paper or tissue paper, and as much as possible our outer satchels are recycled or recyclable/compostable, or both.
Payments, Promotions and Gift Vouchers
- Credit/debit card – For both our international and domestic customers, we accept all major credit cards. You can choose either Stripe or PayPal to process your credit card – if you choose PayPal, select the credit/debit option on the first payment gateway screen. We do not store your credit card details.
- PayPal account – Available for both international and domestic customers. Just log in and go. PayPal will even convert your currency to New Zealand dollars for you.
- Direct deposit – Available for New Zealand customers only. If you like operating on a cash system, we can email you our bank details. Just select this option during checkout. And make sure you’ve given us your correct email address so we can send through our bank details! If we don’t receive payment within 2 business days, your order will, unfortunately, be cancelled.
To check your gift voucher balance, click here.
Our gift vouchers have no expiry date (for technical reasons they have to have an actual expiry date, but we think you are likely to use it up inside the 300 years we give you!)
Returns and Refunds
If you want to return your items for a refund or exchange, we are happy to do so within 30 days of dispatch. Click here for more information.
If your goods are faulty, we will apologize profusely and meet all our obligations under the Consumer Guarantees act. Please click here for details.
Your returned items need to be unused and in original condition, including all packaging. Please click here for full details on how to get a refund.