- Can I cancel my order?
We can certainly cancel your order if it is not yet in the shipping process.
If your order is already in the shipment process, we are sadly unable to cancel it. Please contact us – email@example.com, if you require any assistance.
- Can I change my order?
If you would like to remove items from your order and it has not been dispatched yet, please contact us right away. If your message reaches us in time, we can remove the items before it ships.
Unfortunately, we cannot substitute or change items once it has not been dispatched.
- What if I receive a damaged, faulty, or incorrect item?
First of all, our apologies!
We will use this experience to improve our services in the future.
Please contact us – firstname.lastname@example.org, as soon as possible with:
- Your order number
- A list of any damaged, faulty, or missing items
- Photos of the affected items. Please also include photos of the parcel if it was damaged during delivery.
- Your preference of a replacement (subject to availability), refund or store credit.
A member of our team will be in touch as soon as possible to help you!
- I’m missing a part of my order, what do I do?
Our apologies that your order arrived incomplete!
Please contact us – email@example.com, right away with:
- Your order number
- A list of missing items
- Photos of the parcel if it was damaged.
- Your preference of a reshipment (subject to availability), refund or store credit for the missing items.
Thank you, we look forward to resolving this for you!
- How much does shipping cost?
We offer FREE shipping within the USA and Canada.
Outside of the USA and Canada is standard rate of $10/order.
2. Where do you ship to?
Canada, USA, Australia, and New Zealand
Hong Kong and Japan
- When can I expect my package to be delivered?
As soon as you have placed an order on the website, it will be sent to our warehouse to be picked and packed.
Most of our products are shipped directly from our overseas factory, shipping can sometimes take a little longer!
You should receive your items in 10 to 25 working days of your purchase.
- Why have I only received half of my order?
It is likely that your order was split into two parcels due to weight restrictions
Please contact us – firstname.lastname@example.org, if you like us to check for you!
Refunds and Returns
- What is your return policy?
If you have received damaged, faulty or incorrect items, it may not be necessary to mail the product back to us. In these cases, please click
contact us – email@example.com, to see how our team can resolve this for you :)
If your products arrived and you have changed your mind about the purchase, they can be returned for a full refund. Items must be unused and suitable for resale. Please note that return labels are not available, and you will be responsible for the return shipping costs.
Please return within 7 days of receiving the products.
To return products, please follow these steps:
Repack the items you want to return, including the invoice, and a note stating that you wish to make use of your cancellation right.
Address the parcel to:Innovate Crocheting - ReturnP. O. Box 38565 Howick, Auckland, New Zealand 2145
At the post office, we recommend that you request a tracking number.
Please contact us – firstname.lastname@example.org, that you have mailed the return, along with the tracking number. Our warehouse will automatically process a refund to your original payment method when your order arrives :)
For more information, please have a read through our “Refund Policy”.
2. Can I exchange a product?
No, we do not accept exchanges. If you would like to return an item and place a new order, please read about returns “Refund Policy”.
3. How long will it take to receive my refund?
Once we have issued your refund, it typically takes a few business days for your financial institution to process the return. If the refund does not appear in your account after one week, please contact us – email@example.com