FAQ's

We´re forced to close the "wish list function" on 04/22/2009, caused by to much traffic during shop updates. Thank you for your understanding!

Why is the shop always empty?

The person who does the dyeing at Rohrspatz & Wollmeise is only the Wollmeise, which is me. It is impossible as a single person to keep up with filling the shop shelves full to the brim. The situation will not really improve much in the future even with the biggest of efforts and many working hours.

When will there be yarn?

Unfortunately, it is not possible anymore for me to do shop-updates on a fixed day (e.g. like on Fridays for last year), or to give a notice about time and the date of the updates. Even with an update without specific time, the server cannot deal with the amount of shop visitors. I hope that the visits to the shop will be more relaxed with this alteration. Shipping days are always Monday, Tuesday and Wednesday.

In Stock List:

The In Stock List tells you which colourway and base yarns are available. The date and time will show the last update. After new yarns have been put up online, the In Stock List will also be updated so that you won’t have to click through every single category yourselves. I also go over the In Stock List again a little while after an update and change it with a new time stamp. 

Pre-order?

I cannot process pre-orders like in the “olden days” anymore. The wait list would take several months to go through and it will become a big logistic problem for me.

Newsletter?

For a short while I was sending out newsletters. The result was that only half of the subscribers were actually receiving them. Comcast.net doesn’t seem to like Strato – the shop programme. Another reason why there aren’t any more newsletters being sent out is the already mentioned shop overload. Too many visitors to the shop at the same time just kill the system and make me and disgruntle customers cry.

How does the ordering system work?

With the ordering system, you should already be registered with a fully filled out (snail-mail) address. You can also give an alternative address. This is recommended especially when you’re not home during the day (because there are better things to do than wait for yarns…like working) because the packages need to be signed upon receiving. 

At the check-out, you need to enter in three pieces of information during check-out: 

Shipping: Worldwide, BeNeLux and Austria, EU or Germany 

For all our BeNeLux and austrian customers:

Please have a look at our new shipping-organisation in our 'Important Customer Information', at the top on the right of the yarn-shop-page!

Payment method: In Germany the shipping and payment is done with an invoice. Other countries have the option to  pay with PayPal. 

Tax area: EU or non-EU. VAT will be deducted from non-EU areas. 

I will of course correct the ordershould be any misunderstandings or mistakes in any of these three areas. 

How can I save on the shipping cost?

I try to select the most cost effective way to send the package. The weight that fits into the small envelope for international shipping is about 2 skeins and in the big envelope about 5 skeins. Six skeins for example are disadvantageous because I still have to use two envelopes to send the yarns. One big box with a complete order is usually more expensive than smaller individual shipments.

Tracking numbers:

All shipments are sent as registered mail so that they will make their way to you safely and that there will be a tracking number. I will be keeping the tracking number, but will voluntarily give you information or make inquiries on the whereabouts of your shipment. I would give the package about two weeks time before I would start worrying about it. However, it would be wise to notify me if the package still hasn’t arrived after two weeks since packages usually end up being stored in post offices for too long.

Combining your orders:

Up until now I’ve always combined all the orders without being asked. A good service is important to me and so it is very unfortunate that I cannot offer this service to you anymore. It isn’t unusual getting more than 10 orders from just one customer. However the processing time for this takes just about as long as the time needed to knit up a heel-flap of a sock. Due to the increase of the multiple orders and the fact that it is being supported, I am declining every kind of ordering combinations in the future. For me, it is just not possible to do anymore with the time I have on my hands.

 Would the yarns fit together?

This is a very important question when you are planning a bigger project. With hand-dyed yarns, the colours always vary from one skein to another even though they were dyed together at the same time. We always try to send off skeins that are similar or ones that fit well together. However, I would like to ask for a small notification with your order if you are looking for yarns that will be worked together in the same project. Thank you!

Yarns for Markets:

There really are yarns set aside for markets. When I confirm my participation at a market, I am obliged to have enough yarns to cover the market and for that endeavour I also need a certain period of time to prepare. The market supply is taboo and inviolable. I don’t make any exception on that! There are also left-overs from the markets, but they are needed and will be put on sales at the next market.