1. Order Preparation & Shipping Fee

Standard Order Preparation

Most orders are prepared for dispatch within 2–4 business days after payment is successfully confirmed.

During this stage, items may be checked, organized, packaged, and prepared for handoff to the shipping carrier.

Busy Seasonal Periods

During holidays, major promotions, or other high-volume periods, preparation may require up to 5 business days.

Personalized Projects

Personalized products such as Pet Portrait Studio, House Portrait Studio, and Heirloom Name Portrait may require additional preparation before shipment because the project layout, materials, or custom information must be prepared specifically for your order.

Any additional preparation expectations for a personalized item will be shown on the relevant product page where applicable.

Shipping Fee

A flat shipping charge of $5.99 per order applies, regardless of destination, unless a different promotional shipping offer is displayed at checkout.

2. Estimated Transit Times

After your parcel has been dispatched, estimated transit time depends on destination, carrier routing, local delivery conditions, and customs processing where applicable.

3. Tracking Your Yarnlume™ Order

Once your parcel has been dispatched, a shipping confirmation will be sent to the email address associated with your order.

When tracking is available, the message will include the relevant tracking number or shipment information.

• Tracking systems may require approximately 1–3 business days to show the first carrier scan.
• A shipping label may be created before the parcel reaches the carrier's first sorting facility.
• Temporary gaps between tracking scans do not necessarily mean that the package has stopped moving.

If your tracking has shown no meaningful movement for an extended period, contact us at service@yarnlume.com.

4. Orders Containing Multiple Projects

Yarnlume™ offers products ranging from fiber-art Project Kits to structured home and fashion projects. Because different items may be prepared in different locations, some multi-item orders may arrive in more than one parcel.

If your order is divided into multiple shipments, receiving one parcel does not necessarily mean the remaining items are missing.

Additional shipment details or tracking information may be sent separately where applicable.

5. International Customs, Duties & Taxes

International shipments may be subject to import duties, local taxes, customs fees, brokerage charges, or other fees imposed by the destination country.

Unless otherwise stated during checkout, international shipments are sent on a Delivered Duty Unpaid basis.

• Any applicable import charges are the responsibility of the recipient.
• Customs requirements vary from one country or region to another.
• Yarnlume™ does not control charges assessed by local customs authorities.
• Customs inspections may occasionally delay final delivery.

We recommend checking your local import requirements if you are unsure whether additional charges may apply.

6. Address Changes & Order Cancellations

We begin preparing orders soon after they are submitted.

If you notice an incorrect shipping address, need to update order information, or wish to request cancellation, please email service@yarnlume.com within 12 hours of placing the order.

Please include:

• Your order number
• The email address used at checkout
• The change you are requesting

7. Shipping Address Accuracy

Please review your delivery information carefully before completing checkout.

Customers are responsible for providing a complete and accurate shipping address, including any required:

• Apartment or unit number
• Building information
• Postal or ZIP code
• Recipient name
• Contact telephone number where required by the carrier

If a parcel is returned because of an incomplete, incorrect, or undeliverable address supplied at checkout, additional shipping costs may apply before it can be sent again.

8. Damaged, Missing or Lost Shipments

Package Arrived Damaged

If your order arrives with visible shipping damage, contact us within 72 hours of delivery.

Please send:

• Your order number
• A clear photo of the shipping package
• Photos of the damaged item or components
• A short description of the issue

Once the issue has been reviewed and confirmed, we will work with you on an appropriate replacement solution at no additional product cost where applicable.

Parcel Confirmed Lost in Transit

If the shipping carrier confirms that your parcel has been lost before delivery, please contact our support team.

After verification, an eligible replacement shipment will be arranged without an additional shipping charge.

9. Tracking Shows Delivered, but You Cannot Find the Parcel

If tracking shows that your package has been delivered but you cannot locate it, we recommend first checking:

• Around the entrance, porch, garage, or other safe-drop locations
• With household members or neighbors
• With your building reception or mailroom
• Directly with the delivery carrier

If the parcel still cannot be located, contact us with your order number and tracking information so we can help review the available shipment details.

10. Shipping Support

If you have questions about dispatch, tracking, delivery, or a package issue, our team is available during our business hours.

Email: service@yarnlume.com
Phone: +86 21 5839 5015
Business Hours: 8:00 AM – 10:00 PM