FAQ

Frequently Asked Questions

[NEW] Q: How do I book a Shop visit?
A: We are allowing only 2 visitors at a time in the shop at the same time. Follow these steps:

  1. If you have already created an account, login (this will aid in the process as you won't have to provide all of your contact information as part of the check out process.) If you don't have an account we recommended that you create an account now to help in all of your check out experiences - AND it gets you 500 stitch points ($5)
  2. Click on the "BOOK A SHOP VISIT menu item on the top menu bar.
  3. Click on the red "Select Time" button
  4. Find the date and time you want to come to the shop and select it and click on the Confirm button on the bottom right of the screen
  5. Click on the the "Add to Cart button
  6. Click on the "Go to Checkout button and continue as you would with any other purchase.  Note that the cost for the visit is free and no shipping is required, however, you still need to complete the information as if it was a normal product. 

[NEW] Q: How do I book a Shop visit for me and a friend?
A:
We are allowing only 2 visitors at a time in the shop at the same time. After you have created a booking for yourself, do the same thing again for your friend, selecting the same time slot. [NOTE] That if someone has previously booked the time slot that you picked, the time slot will not be available to your friend as the previous booking and yours makes the two appointments and so your friend cannot be the "third" person.  Call the shop and have Karen cancel your first booking so that you can select a different time slot that has no current bookings

Q: How do I create an account in order to get Stitches points?
Q: What are "Stitches and how do I use them"?
Q: What is your returns policy?
Q: What is your layaway policy?
Q: Do you ship orders with phone or email orders?
Q: Are you on Twitter or other forms of Social Media?
Q: What are "Stitches and how do I use them"?
Q: Do you have a Newsletter and how do I sign up for it?
Q: If I call you with a Credit Card to pay for a purchase do you keep that information on file?

A: How do I create and account in order to get Stitches points?

When you are at the store main page click on "Sign up" at the top of the page just above the Red Circle (Search). Fill in the form and click "Create". You are now ready to start earning Stitches. Remember, each time you visit the store to make a purchase you need to login to your account first and then when you check out your Stitches will be added to your account.

Q: What are "Stitches and how do I use them"?

Stitches are our new digital customer appreciation "Card". You earn Stitches  on every purchase  on-line or in the shop.

You earn 10 Stitches for every $1 spent. Stitches accumulate over all of your purchases. For example, You purchase $50 of yarn. You just earned  500 Stitches!  Later you purchase $15 in needles (because you realize- you don't have the right size!) you just earned another 150 Stitches for a total of 650 Stitches!

You have to redeem your points prior to doing an order. To do that you click the Stitches button in the lower left of the screen.  That popup will tell you how many Stiches you have and the ways that you can earn Stitches.   It also tells you the way to redeem your Stitches.

If you click on "Ways to redeem  you will see this. 


Click on the view button to get this:

 

Use the slider to the number stitches you want to redeem (you can only redeem multiples of 100 stitches ($1)  Let's redeem 300 stitches (for 3$)

Then you click the Redeem button.

This will then display a code number that you use on the Check out page to reduce your total by $3 dollars. You then click on the Apply button to make use of the discount on your purchase.  You will receive an email with the code number. You will also see that your Stitches count has been reduced by the amount you redeem.

Like our customer appreciation card, this equates to 10% savings on your purchases. 

There's one little catch - if you don't sign up and create a customer record you will not accumulate Stitches. But there's a bonus when you sign up - 500 Stitches ($5).

For those of you with a Paper Customer Appreciation card, you can bring it to the store or mail it to us and we will convert it to Stitches for you.

Q What is your returns policy?

  • Yarn that was purchased at full price can be returned with your receipt and customer card if it is in original condition and free of any smells, animal hairs.
  • We take returns up to 6 months after purchase for a full refund in the manner it was bought.
  • If return is later than 6 months there will be a 10% restocking fee and we still need your receipt and customer card.
  • There are no returns on needles, hooks, books, patterns, Clearance items or special orders.
  • Please contact the shop prior to shipping any returns for authorization.
  • Customer is responsible for return shipping costs.
  • If your original order had free shipping, please contact the shop prior to returning the order. If the whole order is being returned your refund will be minus the original shipping cost.

Q: What is your layaway policy?

  • It is always a good idea to buy or layaway an extra ball of yarn when you are doing a big project to guarantee dye lots. To help with this we are happy to put some yarn in layaway for you for up to 1 month.
  • Needles, books & patterns will only be held for one week
  • Our new location is much smaller so layaway for yarn will only be available for a month. At the end of the month we will contact you to let you know your layaway is being put back into regular stock. If you are still needing that extra yarn and let us know we will give it a one week extension to allow you time to come and get it or to arrange payment and shipping.
  • Once you are done your project, if you don't need what is in layaway please give us a call and let us know.

Q: Do you ship orders with phone or email orders?

  • Yes, we are happy to ship anywhere that Canada Post will go. 
  • We can accept payment by credit card over the phone, e-transfer or we can send you an invoice.

Q: Are you on Twitter or other forms of Social Media?

  • Yes, you can follow us on Twitter @shallweknit
  • Instagram we are shallweknit
  • Facebook you can find us at Shall We Knit?
  • or join us in our Ravelry group 

Q: Do you have a Newsletter and how do I sign up for it?

  • We send out a monthly newsletter with information about classes, sales and anything else exciting happening around the shop
  • We can sign you up next time you're in the shop or you can sign yourself up

Q: If I call you with a Credit Card to pay for a purchase do you keep that information on file?

  • Never! If you are paying with a credit card that you have called the shop with, it is keyed in immediately for your purchase. We have no record of it