Frequently asked

• Are there differences in colours between photos and the products?

  The nature of hand-dyed yarn means there will be some difference in pattern, depth and intensity from one skein to the next.
  
  We take great care to deliver the best and most accurate photos of our yarn. However, the pictures are for reference use only. Colours may vary when displayed on different devices or monitors. 
  
  For the best viewing experience we recommend using an Apple device with full brightness and no added filters.

• Can I reorder the same colourway later and have it match?

  Each batch of hand-dyed yarn is unique, so even the same colourway dyed at different times will vary slightly. Although our production process is optimised to keep consistency, we can't guarantee a perfect match between dye lots. If you think you'll need more yarn, please order it together. If you do need more later, we recommend alternating skeins from old and new lots throughout your project to blend any differences.

• Can I return or exchange my yarn?

  We accept returns for eligible physical items within 14 days of delivery, provided the item is unused, in its original condition, and in its original packaging.
  
  We do not offer direct exchanges for standard returns. However, if an item is faulty, damaged, or incorrect, we may offer an exchange, replacement, or refund, subject to availability.
  
  Please see our Refund policy and Cancellation policy for full details.

• Do you accept custom orders? 

  Unfortunately, customer orders are not available at this moment. It takes time and great focus to dye each colourway. We prefer to plan our colourways depending on the season, collaborations and limited edition runs. 
  
  If you are looking for a specific colour, you can now browse yarn by colour from the main menu.

• Do you have a retail store?

  No we do not, but we are stocked at several major yarn retailers across the world. Check out our Stockists page to find more details.

• Do you sell wholesale to local yarn stores?

  Yes, we take wholesale orders.
  
  If you are interested in becoming a Qing stockist, please contact us using the contact form.

• Do you ship internationally?

  Yes, we ship worldwide.
  
  Orders are packed by our fulfilment partners and dispatched from the warehouse best suited to your delivery destination.
  
  Shipping services and rates are shown at checkout.
  
  Where applicable, duties and import taxes are included in the amount paid at checkout, so you should not normally be asked to pay additional charges on delivery.
  
  Further information can be found in our Shipping policy.

• How do I download my patterns?

  When purchasing a pattern, place your order as usual by adding the ones you'd like to your basket and checking out.
  
  Once ordered, you will get an e-mail with a link to download your pattern PDFs. Please do check your spam folder if you cannot find this e-mail link.
  
  If you are unable to download your patterns, check your internet connectivity and try swapping browsers as some may have troubleshooting issues - we recommend using Google Chrome to download patterns.
  
  If you still cannot access your downloads, get in touch with us at support@qing.studio and we will get back to you as quickly as possible.

• How long will it take to receive my order?

  We aim to dispatch in-stock orders within 2 business days.
  
  For pre-order items, the estimated shipping timeframe will be stated on the relevant product page.
  
  Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.
  
  Further information can be found in our Shipping policy.

• What is a dye lot, and do I need to order all my skeins together?

  A dye lot is a batch of yarn dyed at the same time. Because hand-dyed yarn varies subtly between batches, skeins from the same dye lot will be the closest match. If your project needs more than one skein of the same colourway, we strongly recommend ordering all skeins at the same time so they come from the same dye lot. We also recommend alternating skeins every two rows to blend any variations seamlessly.

• What is hand-dyed yarn?

  Hand-dyed yarn is yarn that has been individually dyed by hand in small batches, rather than mass-produced with industrial dyes, which means subtle variations in colour, pattern, and intensity from skein to skein - these variations are part of what makes hand-dyed yarn special.

• What should I do if my order is damaged or incorrect?

  If your order arrives damaged or incorrect, please contact us as soon as possible with your order number, a description of the issue, and clear photos where possible.
  
  If we confirm that the item is faulty, damaged, or sent in error, we will offer an appropriate remedy, which may include a replacement, exchange, or refund.

• What's the difference between Suri Alpaca and regular Alpaca?

  Suri is one of two breeds of alpaca (the other is Huacaya). Suri fleece grows in long, silky locks that hang straight, giving the yarn a distinctive lustrous drape and a soft halo. It is rarer and more luxurious, with excellent stitch definition and a beautiful sheen.

• When do you restock colourways?

  We don't have a regular restock timeframe. But we will update you with the latest restock information, exclusive releases and launches from our Instagram page and newsletter. Make sure to follow us on both to stay in the loop - especially if you're waiting on a particular base or colour.

• Why is hand-dyed yarn more expensive than commercial yarn?

  Hand-dyed yarn requires significantly more time, skill, and care than machine-dyed alternatives. Each skein is dyed individually, allowing the dyer to layer colours, create speckles, and develop unique colourways that mass production can't replicate. At Qing, we use higher-quality natural fibre bases such as Merino, Suri Alpaca, Kid Mohair Silk, Yak, Cashmere, which cost more than commodity wool. The price reflects the time, materials, and craft involved.