Frequently Asked Questions

Frequently Asked Question

Ordering & Custom Pieces

How do I order a hand-knitted piece?

Ready for Adventure & Signature Collection (Ready-Made Items): If the piece is in stock and ready to ship, simply add it to your cart and complete checkout. Full payment is due at checkout, and your piece will ship within 1-2 business days.

Made-to-Order & Custom Pieces: For pieces that will be created specifically for you:

Choose your piece and color preference from our yarn selection page
Contact me if you'd like to discuss customization, sizing, or color options before ordering
Place your order - you'll pay a 50% deposit at checkout to reserve your spot in my creation queue
I'll create your piece by hand (typical timeline: 1-3 weeks depending on the piece)
You'll receive photos when complete for your approval
Final payment of remaining 50% is collected
Your piece ships within 1-2 business days

Can I customize a piece from your collection?

Yes! Most pieces can be customized with your preferred colors from my yarn selection. Please note: yarn selection may impact the final price depending on fiber content and availability. Contact me before placing your order to discuss your vision and receive an accurate quote. For significant design changes (adding hoods, combining elements from multiple pieces, etc.), we'll schedule a brief consultation to ensure I can bring your idea to life.

What's the difference between Ready-Made and Made-to-Order?

Ready-Made pieces are already completed and in stock. You can purchase them immediately with full payment, and they ship within 1-2 business days.

Made-to-Order pieces are created specifically for you after you order. These require a 50% deposit at checkout, and the remaining balance is due when your piece is complete and you've approved photos.

What if I need my piece by a specific date?

Please reach out before ordering! I'll let you know if I can accommodate your timeline based on my current project queue. During busy seasons (November-December), timelines may be extended. Rush orders may be available depending on capacity.

How do I know what size to order?

Most pieces in the Ready for Adventure and Signature Collections are designed as one-size-fits-most with generous, forgiving fits. Specific measurements are listed on each product page. If you have questions about fit, contact me before ordering and I'm happy to help you determine the best option.

Payment

What payment methods do you accept?

I accept all major credit and debit cards through my secure Shopify checkout. Payment is processed securely through Shopify Payments.

Do I pay in full or make a deposit?

Ready-Made items (in stock): Full payment is due at checkout.

Made-to-Order/Custom items: 50% deposit is due at checkout. The remaining 50% is collected once your piece is complete and you've approved the final photos.

Why is there a deposit for made-to-order pieces?

Because each piece is handcrafted specifically for you, the 50% deposit reserves your spot in my creation queue and covers materials. The remaining 50% is collected once your piece is complete and you've approved the final photos. This ensures you're completely happy with your piece before final payment.

Is my deposit refundable?

(This applies only to made-to-order/custom pieces)

Before work begins: If you need to cancel before I've ordered materials and started creating your piece, your deposit is fully refundable.

After materials are ordered: Your deposit minus the cost of materials purchased specifically for your piece will be refunded.

After work begins: Once I've started creating your piece, the deposit is non-refundable as materials have been purchased and time has been invested in your custom work.

This is standard practice for custom handmade goods. If you have any concerns during the creation process, please reach out immediately so we can work together to find a solution.

When is final payment due for made-to-order pieces?

Final payment is due upon your approval of the completed piece, before shipping. I'll send you photos of your finished piece from multiple angles. Once you approve, you'll receive an invoice for the remaining balance, and your piece will ship within 1-2 business days of payment.

Shipping

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and the size/weight of your order. I ship via UPS with standard shipping rates. If you order multiple items, they'll ship together in one package, which saves on shipping costs!

Typical domestic shipping ranges from $10-25 depending on item size and destination.

How long does shipping take?

Ready-made items: Ship within 1-2 business days of order placement.

Made-to-order items: Ship within 1-2 business days after final payment is received and your piece is complete.

Standard shipping typically takes 5-7 business days within the US. You'll receive a tracking number via email as soon as your package ships.

Do you ship internationally?

Yes! International shipping is available. Shipping costs will be calculated at checkout. Please note: International customers are responsible for any customs fees, duties, or taxes that may apply in your country. These fees are not included in your order total and are determined by your local customs authority.

Can I pick up my order locally?

If you're in the Finger Lakes region of New York, we can arrange a local pickup! Conatct me after placing your order to coordinate.

Returns & Exchanges

What is your return policy for custom/made-to-order pieces?

Because each piece is handcrafted specifically for you based on your color and customization choices, custom orders and made-to-order pieces are final sale. This is standard practice for handmade goods, as each piece is created uniquely for you and cannot be resold.

That said, I'm committed to your complete satisfaction. Before final payment, you'll receive photos of your completed piece for approval. If you have any concerns at that stage, we'll work together to address them. Once you approve the piece and final payment is made, the sale is final.

What if there's a quality issue with my piece?

Quality issues are extremely rare, but if one occurs, please contact me immediately with photos. I stand behind my craftsmanship and will work with you to make it right. This may include repairs, adjustments, or (in rare cases) a remake.

Can I return or exchange a Ready-Made piece?

Ready-made pieces from the Ready for Adventure or Signature Collections (items in stock and ready to ship) may be returned within 14 days of delivery if:

The item is unworn and in original condition (tags attached if applicable)
You contact me first to initiate the return
You cover return shipping costs

Once I receive the returned item and confirm its condition, I'll issue a refund for the purchase price (shipping costs are non-refundable).

Please note: Due to the handmade nature of these pieces, I cannot offer returns for "change of mind" if the item has been worn or washed. Each piece takes hours of handwork to create, and I want to ensure it finds the right home.

What if my piece doesn't fit?

Fit concerns are very rare because we discuss sizing before creation and most pieces are designed with generous, forgiving fits. If you have fit concerns after receiving your piece, contact me within 7 days. Depending on the piece and the issue, minor adjustments may be possible (this would be discussed on a case-by-case basis).

Care Instructions

How do I care for my hand-knitted piece?

Care instructions are provided on each product page and will be discussed during any consultation for custom orders. Generally:

Machine washable pieces (most Ready for Adventure items): Machine wash on gentle cycle with cold water, lay flat to dry
Hand wash pieces (some Signature Collection items): Hand wash in cold water, lay flat to dry

When in doubt, hand washing and laying flat to dry will keep any hand-knitted piece looking beautiful for years. You can always reference the care instructions on your product page or reach out with questions.

Will my piece change over time?

All hand-knitted items are crafted with care, but natural variations are part of the artisanal process. With proper care, your piece will maintain its beauty and shape. Some gentle relaxation of the fabric over time is normal with hand-knitted goods and adds to the lived-in, cozy character of the piece.

About Materials

What yarns do you use?

I primarily work with high-quality super bulky and medium weight yarns, typically in a 50% wool / 50% acrylic blend for the perfect balance of warmth, softness, and easy care. Most pieces are machine washable on gentle cycle.

For custom orders, we can discuss fiber preferences during consultation. I'm happy to work with different yarn weights and fiber contents to meet your needs. Please note: specialty yarns or premium fibers may affect pricing.

Are your pieces sustainable?

Yes! Hand-knitting is inherently sustainable—slow fashion at its finest. Each piece is made-to-order, reducing waste. I source quality materials designed to last for years, not seasons. And by creating durable, timeless pieces that you'll treasure, we're moving away from fast fashion's disposable mindset.

Still Have Questions?

I'm here to help! Contact me and I typically respond within 24 hours.

Whether you're ready to order or just exploring possibilities, I'd love to hear from you.