Refund policy
You may return most new items within 30 days of delivery for a full refund of the original purchase price, minus the cost of shipping (including duties and customs for international orders). Josephine Yarnworks, LLC will cover return shipping costs only if the return is due to our error, such as receiving an incorrect or defective item. Refunds are typically processed within 14 business days after we receive your return, though refunds may often be issued sooner. If a return is postmarked after 30 days, a 10% restocking fee will be deducted from your refund.
All returns must be sent back in their original, unmodified condition. This includes returning each hook in its original packaging and tubes with the original packing materials. Hooks sized 5.5mm and smaller must be returned using the provided round foam insulator and tube, as originally packed. Other items, such as bowls or stands, must be securely and properly packaged to prevent damage. Items returned without original packaging or damaged due to improper packaging may not be eligible for a refund.
For returns that are not the result of a defect or our error, shipping costs must be prepaid by the customer. Packages sent to us with Charge On Delivery (COD) will be refused.
Please return all items to:
Josephine Yarnworks, LLC
204 Laurel Oak Court
Crowley, TX 76036
Damages and issues
In the event that your order arrives damaged in any way, please email us as soon as possible at returns@shop-josephine.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at info@shop-josephine.com.
Items that arrive damaged during transit or that break during normal use are eligible for a free replacement. However, items damaged due to negligent use are not eligible for replacement. Negligent use includes, but is not limited to, dropping, throwing, pet-related damage, falling from surfaces, physical alterations, or modifications. If you receive an incorrect or defective item, please contact us via email at support@shop-josephine.com.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at returns@shop-josephine.com. Please note that returns will need to be sent to the following address: 204 Laurel Oak Court, Crowley, Texas 76036.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@joyw.shop.
Exceptions / non-returnable items
If you are returning your package due to shipping issues, you can contact us at support@joyw.shop to discuss return eligibility. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
In most cases, Josephine Yarnworks, LLC is pleased to offer an exchange for items that do not meet your expectations, on a limited basis. To process the exchange, the item must be returned to Josephine Yarnworks, LLC following the guidelines in the Returns section below, using pre-paid packaging. Once the return is received, we will ship an exchange item of equal value at no additional cost, depending on available inventory.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@joyw.shop.