We hope you love your order, but if you’d like to return or exchange an item, we’re here to help.

Returns & Exchanges

You have the right to return or exchange your order within 14 days of receiving it. Please email us at contact@qingfibre.com to notify us before sending anything back.

The fastest way to exchange an item is to:

1. Contact us at contact@qingfibre.com and include your order number (5-digit number).
   
2. We’ll provide instructions on how to return your item.
   
3. For exchanges, once your returned item is received and verified, we will draft a new order and send an invoice to your email for the item you would like instead.
   
   We’ll issue a refund for the returned items as soon as they arrive and are verified.
   

Return Shipping

Customers are responsible for the cost of return postage unless the item is faulty or incorrect. Please keep your proof of postage until your refund or exchange is processed. Refunds or exchanges will only be made once the returned item has been received and inspected to ensure it meets our return requirements.

Condition of Returned Items

Items must be returned in their original condition, with all tags and labels attached. Returns or exchanges cannot be accepted for items that have been used, altered, or are not in a resalable condition.

Defective or Incorrect Items

We take great care to ensure the highest quality in all our products. However, if you receive a defective, damaged, or incorrect item, please contact us as soon as possible. We will cover the cost of returning the item and arrange a replacement or refund once it has been inspected.

Please note: it is normal for yarns to contain joins within hanks or balls — this is not considered a defect.

Non-Refundable Items

The following items are non-refundable:

• Gift cards
  
• Downloadable items
  
• Discontinued items
  
• Sale items
  
• Notions (stitch markers, project bags, etc.)

At Qing Fibre, we take great care in photographing our products to represent colours as accurately as possible. However, colours may appear differently on different devices and monitors, and individual perception of colour can vary. Product images are provided for reference only.

Hand-Dyed Yarn is Naturally Unique

All of our yarns are hand-dyed, which means that slight variations between skeins are completely normal and expected. Even within the same batch, no two skeins are exactly alike. To help illustrate this natural variation, each product photo shows three skeins of the yarn so you can see the range of tones that may appear.

Colours from different dye lots or batches may show more noticeable differences. If you are purchasing yarn to match a previous release or to complete an unfinished project, please rely on the latest product photo for guidance. For tips on working with hand-dyed yarn in projects where colour matching is important, please read our blog here.

By submitting any material to Qing Fibre, you grant us a royalty-free, perpetual, worldwide license to use, reproduce, modify, adapt, edit, publish, translate, create derivative works from, distribute, perform, and display your material in whole or in part, and/or incorporate it into other works, in any form, media, or technology.

While we will endeavour to credit you as the source of the material when it is featured, we are not obligated to publish any material submitted.

Participation in any Qing Fibre community or social media groups is also subject to the terms of use of the respective platform or site where the community exists.

At Qing Fibre, your privacy is important to us. This policy explains how we collect, store, and use your personal data when you visit our website, make purchases, or sign up for newsletters. By using our website, you consent to the practices described here.

Data We Collect

We may collect the following information:

• Personal information: name, email address, billing/shipping address, phone number
  
• Account information: login credentials if you create an account
  
• Payment information: collected securely by our payment providers (we do not store full credit card details)
  
• Website usage data: cookies, IP address, browser type, device information, and browsing behavior for analytics and performance
  
• Newsletter sign-ups: email addresses and consent to receive updates and promotions
  

How We Use Your Data

We use your information to:

• Process and fulfill orders, including shipping and delivery
  
• Communicate about your order, account, or any inquiries
  
• Send newsletters, updates, or promotional materials (if you have opted in)
  
• Improve our website, products, and services
  
• Comply with legal obligations
  

4. Data Sharing

We may share your data with trusted third parties to:

• Fulfill orders (e.g., shipping providers, payment processors)
  
• Analyze website performance and improve user experience
  
• Comply with legal obligations or respond to lawful requests
  

5. Data Storage and Security

We store your personal data securely and implement appropriate technical and organizational measures to protect it from unauthorized access, disclosure, or loss.

6. Your Rights

Depending on your location, you may have the right to:

• Access, correct, or delete your personal data
  
• Withdraw consent for data processing
  
• Opt out of marketing communications
  
• Request a copy of the data we hold about you
  

7. Cookies and Tracking

Our website uses cookies and similar technologies to enhance your browsing experience, remember preferences, and analyze site usage. You can manage cookie preferences through your browser settings.

8. Newsletter Sign-Ups

When you sign up for our newsletter, you provide explicit consent to receive marketing emails. You may unsubscribe at any time via the link in the email or by contacting us. Your data will only be used for this purpose unless you opt-in for additional communications.

9. Policy Updates

We may update this policy from time to time. Any changes will be posted on this page with the date of the latest revision.

10. Contact Us

If you have questions about this privacy policy or how your data is handled, please contact us at:

Email: contact@qingfibre.com

Accepted Payment Methods

We accept the following payment methods at checkout:

• Credit and debit cards Visa, Mastercard, etc.)
  
• Digital/online wallets or payment providers (PayPal)
  

Currency & Transactions

• All prices on our website are displayed in GBP (£) by default. (We may offer multiple currency display options, but the final charge will be made in GBP unless otherwise stated.)
  
• You will be charged in the currency shown at checkout. Your bank or payment provider may apply conversion fees if your card is denominated in a different currency.
  
• Please ensure your billing address and payment details are correct at the time of purchase to avoid delays or rejected payments.
  

Security Measures

• We do not store full credit card numbers on our servers - all card data is handled by the payment provider.
  
• Your information is protected by SSL/TLS encryption when you place an order.
  
• You should ensure your account credentials (email, password) are kept secure and not shared with others.
  

Order Confirmation & Fraud Prevention

• Once your payment is authorised, you will receive an order confirmation by email with your order number (a 5‑digit reference).
  
• In some cases we may contact you to verify the transaction details if we detect unusual ordering behaviour or a mismatch of billing/shipping addresses.
  
• We reserve the right to cancel any order if payment cannot be verified or is suspected of fraud.
  

Refunds

Any refunds to be made will be processed to the same payment method used for the original purchase, unless otherwise agreed. Refund times may vary depending on your bank or payment provider’s processing times.

Questions

If you have any questions about payment or need help with your payment method, please contact us at contact@qingfibre.com.

Pre-order product listings will clearly state the expected shipping date from our London studio. These dates are estimates, and we will do our best to dispatch your items on schedule.

Occasionally, delays may occur during our production process. This is because we want to ensure that every product meets our high-quality standards. If your pre-order is delayed, we will contact you directly to inform you and arrange a resolution.

Full payment, including shipping, is required at the time of pre-order.

We recommend purchasing pre-order items separately from ready-to-ship items, as combining them can sometimes result in stock issues or delays in dispatch.

We will keep you informed regarding the status of your pre-order, and our team is available to answer any questions or provide updates via contact@qingfibre.com.

At Qing Fibre, the safety of our customers is our top priority. All our yarns, fibres, and related products are designed for knitting, crochet, weaving, and other recommended crafting uses.

Manufacturer:

Qing Fibre Ltd, Unit 78a, Containerville, 1 Emma Street, London, E2 9FP UK

Email: contact@qingfibre.com

Phone number: +44 7831 183665

EU Authorised Representative:

Global Trade Department NI
Office 834, 92 Castle Street, Belfast, BT1 1HE, Northern Ireland.

Email: contact@globaltradedept.com

Product Safety

• Our yarns and fibres are non-toxic and safe for their intended use.
  
• All products are free from harmful chemicals and contaminants.
  
• Any tools or accessories sold (e.g., needles, notions, project bags) comply with applicable safety regulations, including clear labelling and usage instructions.
  
• All animal-origin fibres are mulesing-free.
  

The following warnings apply to our products:

• Choking Hazard – All yarns should be handled in a manner that mitigates the risk of choking.
  
• Flammability – Yarns containing nylon or other synthetic fibres should be kept away from naked flames at all times.
  
• Allergies – As we use natural fibres, our yarns may cause an allergic reaction. Please do not continue to use the yarn if you have an allergic reaction. Wash yarn thoroughly before use if you have sensitive skin or allergies to certain dyes.
  
• Not suitable for children under 3 – Keep out of reach of children.
  
• Packaging – Packaging may contain sharp edges. Please handle with care. Keep bags away from children to avoid the risk of choking or suffocation.
  

GPSR Compliance

• We regularly review and maintain compliance with the General Product Safety Regulations (UK & EU).
  
• Products are inspected for quality and safety before shipping.
  
• Any product found to pose a safety risk will be recalled or withdrawn promptly, and customers will be notified.
  
• Please note that yarn bases that are 100% wool do not fall under the GPSR EU legislation.
  

Safe Production & Soap Washing

• All chemicals used in our dyeing and washing processes comply with safety regulations.
  
• We follow the guidance within Safety Data Sheets (SDS) to ensure safe handling during production.
  
• Our yarn is thoroughly washed with a specially formulated soap designed to minimise the risk of allergies on sensitive skin, containing 0% fragrance and 0% colouring, ensuring no residue is left behind. See more here.
  

Usage Guidance

• Customers are responsible for using products as intended and following all care instructions.
  
• Small parts, such as stitch markers, are not suitable for children under 6 years and should be stored safely.
  
• Yarn and craft materials should be handled with care to avoid accidental ingestion, choking hazards, or damage.
  
• General Use: Use all accessories for their intended purposes and follow provided safety precautions.
  
• Use Instructions: Suitable for knitting and crochet crafts.
  

Care Instructions

• Hand wash with cold water using a delicate detergent
  
• Dry flat
  
• Do not tumble dry
  

Customer Responsibility & Reporting

• Please inspect items upon receipt and discontinue use if any defects or damage are noticed.
  
• If you suspect a product is unsafe, contact us immediately at contact@qingfibre.com so we can investigate and take appropriate action.
  

Labelling & Instructions

• All products include clear labelling, fibre content, care instructions, and safety information where required.
  
• Please read and follow all instructions to ensure safe use.
  
• See the product label for information on yarn composition, batch number, and country of origin.
  

For any further enquiries, please use the contact details provided above.