Customer support

Shipping

• What are your shipping rates?

  We ship USPS Priority mail.

  Flat rate $11 for orders up to $159

  Free shipping for orders over $159 (note that gift cards are not included in the amount for free shipping)

  No fee for in store pickup.

• I placed separate orders. Can you combine shipping?

  Because of the logistics, we cannot combine shipping on separately placed orders.

• Will my package be insured?

  Because we ship using USPS Priority, the package will be insured up to $100.

  Please inspect your package on receipt.  If there is damage, please contact us at [email protected]

• Does my shipment come with tracking information?

  YES!  After we ship your package, you will receive an email with your tracking information.  

• HELP! My package seems to be lost.

  Although we would like to be contacted at [email protected] if this happens, claims for a lost package must be made by the purchaser.  Once we ship your package, we have no control over the process.

• Can you ship to an international address?

  At this time, we can only ship to a U.S. post address.

Returns & Exchanges

• I purchased an item and changed my mind. Can I return it?

  We want you to be happy with your purchase at Stitch Yarn Studio. 

  If you purchase an item online and change your mind before the item is shipped, please contact us at [email protected] or phone 859-431-9276 to cancel the order.  A refund will be issued to your original form of payment.

  If you purchased your item in our store, please bring it back in the original condition (with tags, not wound, not used, no odors, no pet hair) with your receipt WITHIN 90 DAYS of purchase and we will issue a store credit.

  Please see (insert link for non refundable items) for the list of items that are not eligible for return.

  If you purchased your item in our online shop, contact us within 30 days at [email protected]om or phone 859-431-9276 and we will give you details about the return process.  NOTE: The cost of return shipping will be at customer expense unless there is an error by Stitch Yarn Studio.

• How do I get a refund for a purchase?

  Please see separate sections on returns (link) and exchanges (link).

  Refunds are granted if the return/exchange is due to an error on our behalf. If a refund is granted, it will be to the original form of payment. Note that the bank/credit card company may require additional days to process and post your refund.

• What is your refund policy for classes & special events?

  We do not offer refunds for canceled classes or no-shows regardless of when you cancel.

  However, if you cancel your registration at least seven days before the course or workshop, we will gladly provide you with a store credit equal to the full registration fee that you can use to attend the course at a future date or for future Stitch Yarn Studio purchases.

  Due to the limited capacity we have for each class, if you cancel your registration less than 7 days before the start of the course or workshop, we will refund 50% of your course fee as a store credit that you can use to attend the class in the future or for future store purchases.

• What items are non-returnable?

  We want you to be happy with your purchases at Stitch Yarn Studio.  We will work with you on most purchases, but we cannot accept the following items for return:

  • Books, patterns, magazines, digital downloads
  • Knitting needles or crochet hooks
  • Notions which have been opened
  • Gift cards
  • Sales or clearance items
  • Tote bags/project bags without the original tags
  • Items we no longer carry
  • Tea, food items, soaps, oils, balms
  • DO WE WANT TO ADD KITS?

• Does store credit expire?

  NO! Store credit does not expire.

• Purchased an item online and want to exchange it?

  Although we do our best to provide the best quality images, we realize that colors and textures are different when you are holding the yarn in your hands.

  Given that stock of a particular item is not predictable, if you want to do an EXCHANGE, the best way to ensure what you want is available is to purchase the desired item separately.  To return the original purchase for a refund or store credit, please see (link policy on returns).

• My package was received damaged. What should I do?

  Please contact us at [email protected] or phone 859-431-9276 within 15 days of receipt and we will provide instructions for the return.  If the return is indicated, a refund will be made to the original form of payment. Please note your bank/credit card company may require additional days to process and post the refund.

• I received the wrong items in my shipment. What should I do?

  Each of our orders are packaged and shipped by hand. We take pride in our customer service but unfortunately mistakes do sometimes happen. Please accept our sincere apologies if we sent you the wrong item. Contact us at [email protected] or phone 859-431-9276 and we will work out the details on the return. We will send you the right product once we have received the returned product.

Shopping Stitch Yarn Studio Online

• How do I create a "Wishlist"?

• Can I combine shipping for multiple orders?

Managing Your Account

• How do I set up an account?

  Click (insert link to set up an account) and get started.

• I forgot my password. HELP!

  You can reset a link to reset your password here (insert link).  You will need to use the email address you used to set up the account. You will receive an email link to change your password.

• My reset password link doesn't work/I didn't receive a reset password link after my request.

  It is possible you entered your email address when you initially registered.  Please contact us at (insert link here) and we will help you reset.

"Stash Cash" Loyalty Program

• What is Stash Cash?

  Stash Cash is our customer loyalty program that rewards you for supporting Stitch Yarn Studio.

  For every dollar you spend at Stitch Yarn Studio you earn points towards future purchases. Each time you spend $100, you will receive a $5 Stash Cash reward. 

• How do I redeem Stash Cash?

  If you are shopping in our store, our sales associate will let you know your stash cash balance and ask if you want to apply it to your current purchase.

  If you are shopping online, your Stash Cash loyalty account will be linked to your purchases and you will able to apply any available rewards during checkout. 

• How do I check my Stash Cash balance?

Visiting the store

• Where are you located?

  Our address is:
  701 Scott St
  Covington, KY, 41011

   

• Where can I park?

  There are innumerable metered spaces adjacent to the Studio on both Scott St. and 7th St. 

  There is a button for 15-minute free parking on each meter. 

  Take note of your meter space (snapping a pic is the easiest), and we will give you an hour of free parking via the app.

  You can park in the garage across from the Studio (entrance on 7th street).  Ask for a voucher for an hour of free parking.

  DO NOT PARK IN THE LOT BEHIND OUR BUILDING. THE SPACES ARE FOR THE APARTMENT DWELLERS.  YOU WILL BE TOWED.

  Covington has tightened up parking.  Parking is free after 9 pm and on Sunday.  You will likely be ticketed if you do not pay your meter.

  After 5 pm and on Saturdays, there is FREE parking in the Covington City Lot that is on the opposite of Scott St. If you ask our Studio staff, we can show you where it it is located. 

• What are your hours?

  As our hours change from time to time, please check our home page for the most up-to-date hours. 

  As a general rule, the Studio is closed on Mondays. 

  If we need to change our hours for some reason or if we are closed on a day we are usually open, we will post on our home page and social media.

  The Studio will always be closed on all major holidays including:

  • New Year's Day
  • Memorial Day
  • 4th of July 
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas Day