Returns and right of withdrawal

Last updated: 14 May 2026.

For online purchases in the EU, consumers generally have a 14-day right of withdrawal. For goods, the period starts on the day after you receive the order.

How to return an order

To use your right of withdrawal, contact us within 14 days of receiving the goods and include your order number. After notifying us, send the goods back to Hollywool in Lyon, France, without unnecessary delay. Do not send returns to the dispatch warehouse in Germany unless we explicitly instruct you to do so.

Returned yarn, needles, tools, books and craft supplies must be unused and returned with labels, packaging and accessories where reasonably possible. You are responsible for return postage unless the item is faulty, damaged in transit, or we sent the wrong item.

Refunds

We may withhold the refund until we have received the returned goods or until you have supplied evidence that you sent the goods back, whichever happens first. Refunds are made to the original payment method where possible.

This policy does not limit your statutory rights for faulty or non-conforming goods.