Frequently Asked Questions (FAQ)

Questions about my ORDER, PAYMENT and SHIPPING:

Can I shop as a guest without an account?

Of course! If you do not want to create a customer account, you can also shop with us as a "guest". In this case, some convenient functions will not be available to you (e.g. viewing past orders, managing addresses, etc.).

I have ordered many beautiful things, what happens now?

Very good!
You will immediately receive an automatically sent email with your order confirmation.
All ordered items are also listed there.

As soon as your order leaves our warehouse, you will receive another email from us. You will also receive a DHL tracking number.

I didn't receive an order confirmation, what now?

We always automatically send an order confirmation by email to the specified email address.

If you have not received an email, please check whether it might have ended up in your spam folder or whether you may have entered a different email address?

It is also possible that you made a typo in your email address. Write us an email at info@gute-garne.de and we can quickly correct the error.

I received several packages, why?

We always try to deliver your order in just one package. This is very important to us, also for ecological reasons!
Unfortunately, for logistical reasons, it is sometimes not possible to send an order in several packages. If your order does not arrive in one package, we will always let you know in advance by email and you will receive a DHL tracking number for each package.

My package does not contain all items. Will the remaining items be delivered later?

Normally, you will receive all the items you ordered in one package. Sometimes, for logistical reasons, it is not possible to do otherwise, so you may receive several packages. We will always send you an email in advance about this.

Where can I find my PDF manual?

If you have purchased a PDF manual from us, you will receive an email with a download link. You can download the manual there!
If you have purchased the instructions directly from the respective designer, you will of course receive the link directly from there.

I bought an instruction manual as a booklet or brochure. Can I also get it as a letter?

We always ship as a parcel and insured, unfortunately we cannot make any exceptions!

Can I choose the shipping method if I want a carrier pigeon?

Unfortunately not! We only ship via DHL. We have had the best experience with this - and we hope the same for you! DHL offers a few solutions, such as delivery to packing stations or post offices, that other shippers don't offer. That's why we'll just stick with it.

I would like to have my package delivered to a Packstation, how does that work?

We can send your package to a Packstation. To do this, please enter the delivery address as follows, different from the billing address:

Please enter the word Packstation and the number of the Packstation under “Street” (if possible without any further entries, please do not write DHL or number or no., just the number).

Please enter your customer number / postal code under “Address supplement”.

Your package will then be delivered to your packing station, where you can pick it up.

I made a mistake, can I change or cancel the order?

We always try to allow you to change your order - but once the order has already been packed, it can unfortunately no longer be changed or cancelled.

How can I pay for my order?

In our shop you have numerous options for paying for your order:Invoice with KlarnaPaypalCredit cardSofort by KlarnaApple PayGoogle Pay You can find detailed information about the payment methods here:

payment options

How long does it take for my desired yarn to arrive?

We try to deliver everything to you as quickly as possible. Your package will normally be with you within a few days, usually the next or next working day. If it takes a little longer, it is often not our fault, we are very sorry about that, but sometimes it cannot be changed!
But we always try our best to send everything as quickly as possible!

Questions about COMPLAINTS, RETURNS and CANCELLATIONS:

I have a complaint, what should I do?

If there is something wrong with your items, we are very sorry.
We have selected only the best things for you, but mistakes can happen here too. Please send us an email, if possible with a photo and description of the problem, so that we can help you as quickly as possible:

info@gute-garne.de

I have a knot in my yarn, what should I do?

Unfortunately, knots in the yarn are normal! Although we would love to have balls of yarn without knots, this is unfortunately not always possible.
1-3 knots per 50g ball correspond to the current state of the art and must be accepted. If there are more knots, please write us an email to: info@gute-garne.de and we will help you as quickly as possible!

If possible, please also send us your order number and possibly a photo.

The weight of my ball of yarn is wrong!

The weight of a ball of yarn can vary by +/- 10% depending on the residual moisture - this is normal and no reason to worry. The yarns are wound according to the running length during production. This means that you always get the specified running length, even if the weight should deviate slightly.

I have changed my mind, how can I cancel my order?

That's no problem, of course. You can exercise your right of withdrawal within 30 days. We have summarized everything you need to know here:

cancellation policy 

How can I return my order?

You are welcome to send your order back to us carefully packaged. Please note that we can of course only accept items that are in perfect condition. To make the return as easy as possible for you, we have a return form for you here:

return form

If you use the return form, you can simply enter your name and order number as well as the items, pack everything well and enclose it with the shipment.

Write a message to info@gute-garne.de to receive a return label.

To which address can I return my order?

Please always use the following address for your returns so that we receive everything:

wooltastic UG (limited liability)
℅ Plus H GmbH & Co KG
Ahornstraße 59
08525 Plauen Germany

I have returned my items, what happens now?

If you have carefully packaged everything and sent it to our return address, we should receive your return within a few days. We will then check the contents and let you know immediately when we have received everything. Of course, you will then also get your money back, automatically to the payment method you chose when placing your order.

Questions about ARTICLES:

I need the yarn from a specific color batch, is that possible?

If you are looking for a very specific color batch of yarn, we will be happy to help you. Unfortunately, we cannot promise that we can deliver the right batch. Unfortunately, the color batches change quite quickly. If you would like us to check the availability of a batch for you in advance, that is no problem. Please send us an email at: info@gute-garne.de
We will get back to you as soon as possible.

What is a color batch?

The yarn can only be dyed in certain quantities. All yarns that have been in the same dye bath receive the same batch number (you can find this on the banderol near the color number). If you process yarns from different batches together, this is usually not a problem. However, it can happen that small color differences are visible, which is why we only send yarns from the same batch.

Where can I find information about the yarns?

When you visit the product page for a yarn, you will find a short summary of the most important properties above under the heading. All the exact information about each yarn can be found further down under Description and Details in Facts about the yarn.

I'm a beginner, which yarn should I start with?

First of all, we are delighted that you want to start knitting and/or crocheting!
You'll see, with a little practice you'll soon be able to make the most amazing things yourself! We've created a category especially for beginners under the topic - beginners. Here you'll find all the necessary things that you can use at the beginning.

You can find yarns here, medium-thickness yarns for needle sizes of around 4 - 5 mm are best. If you want, you can also buy nice sets for beginners here, which has the advantage that you only have to choose the size and color and then you get the right amount of yarn. If you have any questions, please contact us at info@gute-garne.de and we will try to help you as quickly as possible. If you have specific problems and techniques, you can also take a look at YouTube, it's incredible how many great videos there are on all the techniques!

What is a gauge swatch and why should I do one?

You can use a stitch sample to check whether the specified number of stitches matches your knitting style. You should always do a stitch sample before starting a knitting project. In the instructions you will find the number of stitches that will be used in the knitted piece.
The information always refers to 10 cm. So you cast on the indicated number of stitches with the indicated needle and knit about 10 cm high.

Then you can measure whether you reach the width of 10 cm. If your gauge is narrower, try using a thicker needle; if you get a wider gauge, you can try using a thinner needle. If the gauge differs more, you may have knitted the wrong number of stitches. If the difference is greater, you may be able to switch to a different size.

How do I properly care for my finished knitted piece?

For this topic, we have created a separate category with care products under the Accessories category.
Here you will find great wool detergents that we have tested ourselves and can recommend. Basically, you should always wash knitted items by hand and not at too hot a temperature.
If your washing machine is suitable, you can spin the wet knitted items in the machine and then dry them lying flat. Under no circumstances should you use fabric softener, as this will seriously damage the knitted items. It is also best if there are no fabric softener residues in the machine. With a little practice, you will surely find the method that works best for you.

Where can I find nice knitting patterns?

We have put together some particularly nice instructions for you in the Models and Sets category.

Here you can put together the right wool for your dream project, just choose the size and color, and you're done! You can also find beautiful books and magazines with us and browse through them at your leisure to find the right one for you.
Maybe you would like to follow us on Instagram, where we regularly post new inspirations and beautiful new instructions.

Do you already know Ravelry? You can find lots of patterns here.

You are also welcome to subscribe to our newsletter, so you will always stay up to date and receive all the latest news from us.

How do I buy a knitting kit?

We have put together a selection of the most beautiful knitted pieces as sets for you.

Buying a knitting kit is easy and works as follows: choose your size (the custom size information is given in the description), then choose the prettiest color (for multi-colored knitted pieces you obviously have to choose several), you can buy the instructions either (depending on availability) directly as a PDF download, as a printed instruction manual or booklet, or directly via a link to Ravelry or the designer.

So with the knitting set you have a nice package with everything you need. Remember to check whether you have the right needle size at home, otherwise you should choose this separately.

How does the wish list work?

If you see an item that you like, you can put it on your wish list. To do this, simply click on the "Add to wish list" button in the item view. To view the items on your wish list, you must first log in. Now you can click on the heart symbol at the top right and you will be taken to your wish list.

I'm looking for a very specific yarn, what should I do?

If you know exactly what you are looking for, it is best to enter the search term in our search bar. You can find this at the top right next to the magnifying glass symbol. Simply click on it and you will automatically land in the search.

Which colors go well together?

We have illustrated the colors as accurately as possible. If you are still not sure which two colors go well together, please send us an email, preferably with a specific color request.
Some yarns are often knitted together, here are some colors that match (often under the same color number). At info@gute-garne.de we will answer your color query as quickly as possible and will be happy to advise you.

Can I get a photo of my selected yarns?

Unfortunately, we cannot take photos of selected yarns. A photo is often not informative enough. We would be happy to give you advice on which colors go well if you can't decide between two options! Please send us an email to info@gute-garne.de!

Can I order the Sandnes Magazine without yarn?

Unfortunately, you can only buy the Sandnes magazine in conjunction with Sandnes yarn. This is the way it is and we cannot make any exceptions.