Everything you want to know about ordering from Wolhobby
We believe it is important that you know exactly what to expect when ordering from us. On this page, we explain in plain language how ordering, payment, shipping, returns and digital patterns work at Wolhobby.
This page is meant as a customer-friendly explanation. Our official Terms and Conditions remain legally binding.
Ordering & payment
How does ordering work?
You choose your products or digital patterns in the webshop and add them to your shopping cart. Before completing your order, you can check your order and details and correct them if needed.
When is my order final?
Your order is final once you have accepted the offer, met the stated conditions and we have confirmed your order.
How can I pay?
You can pay using one of the payment methods offered in the webshop. Any shipping costs or other additional costs are clearly shown before you check out.
If there is an obvious pricing, printing or typing error in the webshop, we are not bound by that error.
Shipping & delivery
Physical products, such as wool, yarn, accessories and kits, are shipped to the address you provide when placing your order. Please always check carefully whether your delivery address is correct.
Delivery time
We process orders carefully and as quickly as possible. If a product is out of stock or delivery takes longer than expected, we will let you know.
Not available?
If a product turns out to be unavailable, we may offer you an alternative. You are not obliged to accept that alternative.
Risk during shipping
Until your order has been delivered to you or to a person designated by you, the risk of damage or loss remains with us.
Digital patterns
Digital patterns are delivered as digital files, for example via a download link, customer account or by e-mail. The product page or order confirmation explains how you will receive your pattern.
Important: if you want to receive a digital pattern immediately, we will ask you during checkout to agree to immediate delivery. You also acknowledge that you lose your right of withdrawal once delivery of the digital pattern has started.
If your download link does not work or you cannot open your pattern, please contact us at webwinkel@wolhobby.nl. We will look into it and provide an appropriate solution where needed.
Please note: with digital patterns, you are responsible for applying the pattern correctly, including choosing suitable materials, selecting the right size, making a gauge swatch, checking gauge and making any personal adjustments.
Returns
You may return most physical products within 14 days after receiving them. You do not have to give a reason.
How do I register a return?
Register your return within 14 days after receiving your order using the return button on the website, by e-mail or with the withdrawal form. After that, send the product back within 14 days.
Who pays the return costs?
Return shipping costs are usually your responsibility. If we have delivered the wrong product, a damaged product or a product that does not meet the agreement, we will of course look for an appropriate solution.
When will I receive my refund?
We will refund you as soon as possible, and no later than 14 days after you have notified us of your return. We may wait with the refund until we have received the product or until you have shown that you have sent it back.
Full return: if you return your full order, we will also refund the standard shipping costs of the original delivery.
Partial return: if you return only part of your order, we will refund only the returned products. The original shipping costs are usually not refunded for a partial return, unless the law or the circumstances require otherwise.
Please handle the product and packaging with care. You may inspect the product as you would in a shop. If a product has been used or damaged more than necessary to inspect it, we may charge a reasonable reduction in value.
Custom-made & specially dyed yarn
Products from stock, such as yarn, wool, accessories and standard kits, usually fall under the regular right of return.
Some products cannot be returned. This applies, for example, to products that are made or adapted especially for you.
Examples include:
- yarn dyed especially at your request;
- a specially composed colour combination;
- a custom-made kit;
- a product made according to your personal specifications.
If the right of return does not apply to a product, we will clearly state this before you place your order.
Hand-dyed yarn & colour differences
Hand-dyed yarn is unique. That is exactly what makes it so beautiful. It also means that there may be small differences between skeins, dye lots and the colours shown on your screen.
Colour on your screen
We try to show colours as accurately as possible, but screens can display colours differently.
Differences between skeins
With hand-dyed yarn, individual skeins may vary slightly. This is part of the character of the product.
Tip for larger projects
For larger projects, we recommend ordering enough yarn at once and, where possible, alternating skeins while knitting or crocheting.
Small colour differences that are part of the nature of hand-dyed yarn are not in themselves a defect. Of course, this does not apply if there is genuinely something wrong with the product.
Ordering from outside the EU
We also ship to countries outside the European Union, such as the United Kingdom, Norway, Switzerland, Canada and the United States, where these countries are available in the webshop.
If you order from outside the EU, additional costs may apply, such as import duties, local taxes, customs fees, clearance fees or carrier charges.
If these costs are not collected by us during checkout, they are the customer’s responsibility.
Please keep in mind that customs checks or local import procedures may cause delays. Unfortunately, we have no control over this.
If you refuse an order outside the EU because of import duties, taxes or clearance fees, reasonable costs resulting from this may be charged to you, insofar as permitted by law.
If something is wrong with your order
You may expect a product or digital pattern to match what we offered and what you could reasonably expect.
Is something wrong with your order, has something arrived damaged, is your delivery incorrect or does a digital file not work properly? Please let us know as soon as possible. We will look into it with you and find an appropriate solution.
Depending on the situation, a solution may include:
- a replacement product;
- a new download link;
- a corrected pattern file;
- repair, additional delivery, price reduction or refund.
Complaints & help
Do you have a complaint about your order, delivery, product or digital pattern? Please contact us at webwinkel@wolhobby.nl.
Preferably include your order number, a clear description of the complaint and, if applicable, photos of the problem. We will respond within 14 days of receipt.
Contact details
Wolhobby
L.L.M. van Scheijndel-van Lier
Ooievaarshof 23
3862 KP Nijkerk
The Netherlands
E-mail: webwinkel@wolhobby.nl
Phone: +31 33 230 1901
Available on working days between 9:00 and 17:00 CET
Frequently asked questions
Can I return wool or yarn?
Yes, products from stock can usually be returned within 14 days after receipt. Please register your return in time and send the product back within 14 days after that.
Can I return a digital pattern?
If you have agreed to immediate delivery and acknowledged that you lose your right of withdrawal as a result, you usually cannot return a digital pattern after delivery has started.
Will I receive the shipping costs back when I return something?
If you return your full order, we will also refund the standard shipping costs of the original delivery. If you return only part of your order, the original shipping costs are usually not refunded.
What if my order arrives damaged?
Please contact us as soon as possible and preferably send photos of the issue. We will look for an appropriate solution together.
Why does the colour of my yarn look slightly different?
Hand-dyed yarn is unique and screens display colours differently. Small colour differences are part of the character of hand-dyed yarn.
Do I pay extra costs when ordering from outside the EU?
That is possible. Outside the EU, import duties, local taxes, customs fees or clearance costs may apply. If these are not collected during checkout, they are the customer’s responsibility.
Official Terms and Conditions
This page explains the most important points in plain language. For the full legal text, please refer to our official Terms and Conditions.
