FAQ

How to get a new password?

If you need a new passwort please follow Login button and press on "password forgotten". You#ll receive a new password by email.

Newsletter?

For a short while we were sending out newsletters. The result was that only half of the subscribers were actually receiving them.
We therefore decided instead of sending newsletter we prefer to announce our news on our website.

Cancellation of unpaid orders

Our shop system automatically cancels unpaid orders at day change (midnight, CET). Please arrange for your payment on time so that your order isn't canceled and the product doesn't fall back in the sale. Unfortunately, we cannot reset canceled orders since the product is usually no longer available.

Combining or splitting orders?

Up until now we have always combined all the orders without being asked. A good service is important to us and so it is very unfortunate that we cannot offer this service to you anymore. Due to the change of the new shop system we are not able to combine or split your orders anymore.

grab bags and requests

In our attempt to offer you the best possible service we created a field of work we cannot master. We tried to take all your wishes into consideration as far as the grab bags are concerned. Unfortunately it is not possible for us to continue and answer the endless e-mail flow. We are not able to answer all the „if not, the, in case, otherwise“ e-mails as it takes an extreme expenditure of time. As well it hinders the operational business as our staff is not able to do its ususal work.

We as well ask you for your understanding as far as the „only this colour otherwise cancellation of the order“ e-mails are concerned. We will then automatically cancel the order as the dealing with those e-mails means the same operating expense.

We are well aware of the fact that it is our fault that we are stuck in this situation now but nevertheless ask you for sympathy. We see no other way but to give up this extraordinary service.

How does the ordering system work?

With the ordering system, you should already be registered with a fully filled out (snail-mail) address. You can also give an alternative address. This is recommended especially when you’re not home during the day (because there are better things to do than wait for yarns…like working) because the packages need to be signed upon receiving. Payment method: In Germany you can choose to transfer payments between Paypal or Saferpay. Other countries have the option to pay with PayPal. Tax area: EU or non-EU. VAT will be deducted from non-EU areas. We will of course correct the order should be any misunderstandings or mistakes in any of these three areas.

Maximum order value

In the cause of fairness, because our quota often doesn't suffice for all our customers, we have adjusted a maximum order value of € 800,-, to spread the chances to as many customers as possible.

Payment by credit card

We had to find out, that orders, which were paid by credit card through Paypal has been canceled by the shop system. We receive these credit card payments up to 1 week later and that means this order remains in our system in the status "unpaid". As determined by the system unpaid orders will be canceled overnight and we can not recognize these credit card payments, they fall through the grid and return the goods for sale. We will of course refund these payments immediately after they have been credited to us. To avoid any annoyances that result from this procedure, we would ask you to fill in your Paypal account accordingly so that a direct payment can take place. Thank you for your understanding!

Pre order?

We cannot process pre-orders like in the “olden days” anymore. The wait list would take several months to go through and it will become a big logistic problem for us. Also, we can not consider orders by email or by telephone call.

Quantity of item with 2 kg

To calculate our new packaging size of 2 kg please count your items and multiply with the shipping weight of the items. Up to 1700g shipping weight it will go with 2 kg. Overweight skeins must be also considered, so please handle this information with care. The shop system will show your shipping costs at the checkout.

What do I get by ordering multiple bags of the same colour?

Please let us know specifically whether you want to get the same or different WD bags and if not possible from our site, let us know if you want then a cancellation of the order or how to proceed your order. Thank you.

Colour abberation

Please note that the displayed colors of our wool can differ from the original by the photo itself but also by the respective screen settings.
The wool is hand-dyed. Therefore, the skeins will never be quite the same and an exact re-dyeing is not possible.

Mulesing?

Of course we do not support mulesing and strive for that no such wool in our products is used. Unfortunately we can not guarantee because the spinning company must rely on the statements of the wool market in Australia and New Zealand. Since we are a very small hand dyeing business we have only limited influence on the purchasing policy of the spinning group. Therefore, we lean on the conclusion: Just promise things that you can keep 100%.

scheme of our grab bags

Our classifications:

In Quality Pure: 100% Wool und Twin: 80% Wool/20% Polyamid we offer:

2-skein bags


Standard: (1x Semisolid, 1x Multicolor) in described colorway
Semisolid: (2x Semisolids) in described colorway
Multicolor: (2x Multicolors) in described colorway

In Quality Lacegarn: 100% Wool we offer:

1-skein bags (lace yarn)


Multicolor: (1x Multicolor)
Semisolid: (1x Semisolid) in described colorway

Our "Gemischt" bags feature matching colors, while "Kunterbunt" bags contain no matching colors.

In Quality DK: 100% Wool we offer:

double package DK


1 x multicolor and 1x semisolid colourways

A surprising package! You have the option to choose from among the various combinations to get your favorite color mixing. Limited edition, only while supplies last!

Weight and length of our wool

The length of our qualities behaves as follows:

Pure:                    150g equals 525m or 574 yds (100g --> 350m or 383 yds)

Twin:                    150g equals 466m or 510 yds (100g --> 311m or 340 yds)

Wollmeise DK:     200g equals 427m or 468 yds (100g --> 214m or 234 yds)

Lacegarn:             300g equals 1575m or 1722yds (100g --> 525m or 574 yds)

Blend:                  150g equals 499m or 546 yds (100g --> 333m or 364 yds)

Will the yarn match?

This is a very important question if you are planning a larger knitting project. With hand-dyed wool, each individual strand is always slighlty different from the other, even if they were dyed together. We always seek to put matching strands together. Please give us a quick note to the order when the same strands are to be processed together. Thank you! Generally it is important to consider following, when knitting: When knitting lager pieces, the result will be especially nice by alternating between two balls, like knitting striped sweaters. The colour progression of different skeins will then harmonize, without building up stripes. When working with high contrast yarn it is advised to sort all wool in lighter and darker shades in advance, so all colours can be distributed equal.

Gift certificate; How to print a voucher

After receiving your payment you will receive a notification by e-mail with a link to your order. You can also open your customer account and its order history. Press button "Edit" and you will have the opportunity to complete the coupon with your personal data before printing. Confirm with button "Safe". Kindly notice: after pressing the button "Create a PDF" the contents can not be changed.

Gift certificate; How do I redeem a voucher?

You can redeem your voucher at the end of your order process, in your shopping cart. Please note by pressing the "Checkout" button you have already skipped the shopping cart. At the bottom of your "shopping cart", you will find a field "Coupon Code". Please enter the 6-digit voucher code and press the button placed next to it, called "Redeem coupon". Thus, the voucher is completely or partly offset, depending on the order amount. If your coupon should still contain a residual amount, you can use the same code again until the voucher amount is used up. It is not possible to redemm more than one voucher in an order.

Can I become a reseller?

Our current resellers are posted on our website. We feel very honored and thank you very much for your interest. You are welcome to send your reseller application to vertrieb@rohrspatzundwollmeise.de.

Ticketsystem

You can simply and comfortably send us messages by using "ticket" in your customer account which we willingly will answer as quickly as possible. Please note that tickets edited by us and declared as finished can be found under "closed tickets". Please check your ticket system with regard to finished tickets if you still expect answer from us.

Availability of yarn?

Over the installed filter (available products) you can always access our available goods. All products which haven't stridden through the payment process yet are available. Products reserved in the shopping basket also still show themselves available since the ordering process isn't completed yet.

Variant selection and its availability

Over the installed filter (available products) you can always access our available goods. All products which haven't stridden through the payment process yet are available. Products reserved in the shopping basket also still show themselves available since the ordering process isn't completed yet. That means, when despite availability is shown the variant selection does not work or the order button is grayed out, because these items are captured in various shopping carts in the status "not paid" and these products can no longer be accessed.

When will there be yarn?

Every friday there will be an update schedule for the upcoming week in our News section. There we publish which quality will be updated in the upcoming week.

We also change the qualities of the updates. Pure on Monday is only an example, it also could be Lace.

The surprise, which colors are in, remains of course.

Please pay attention to our new update times from 08/22/2016!

Monday:                05:00 pm

Wednesday:           05:00 pm

Friday:                   08:00 am

You can find all available items in our online shop besides the update times as well. Just check the availability in your desired quality as follows:

Availability „ show only available products „

Shipping days by DHL are Monday to Friday.

Can I exchange goods from the online shop in the store business?

The product purchased in the online shop cannot be exchanged in the store. At non-favors you are welcome to give your wool back in the store. Please don't forget the invoice. We will arrange for the refund. For book-keeping reasons we cannot exchange the product. Of course you can exchange goods from the store also in the store against receipt for cash payment.

Delivery of a damaged package

We would like to ask you to refuse the acceptance at delivery of a damaged package. Our packages are insured and an acceptance of damaged packages releases us and our dispatch service provider from possible claims for compensation. To avoid trouble, please therefore pay attention to external damages.

How shall I return packages?

For your return packages please let us know by email or ticket system or use the reconsingment notice in the order history of your customer account. We will immediately take care of the matter. Our foreign customers we ask to return the goods by DHL to following address: Rohrspatz & Wollmeise GmbH, Poststr. 1, 85276 Pfaffenhofen, Germany. The return is at our risk, not at our expense. Please see our Terms & Conditions.

Shipping costs?

We always try to choose the most economic method. For international items in a small envelope of weight 2 strands in the large envelope fit 5 strands. From now on we also deliver in larger packaging sizes for our foreign customers. Please consider this when ordering. Our German customers and our BeNeLux and Austria customers we supply as before, with UPS. Please see our page Delivery & Payment.

Shipping method

Our shipping method "Pick Up" applies exclusively to our store in Pfaffenhofen. That means, if you choose this method, the goods will be provided in our store for collection. It is not intended to combine multiple orders to the delivery.

Termination of orders?

Our new shop system allows unpaid orders only limited. Please note that unpaid orders must be paid on ordering day until 12:00 p.m., CET to avoid cancellation. Payments must be made directly from your account / order history so that the system can allocate the payment. Unallocated payments also cause cancellations.

Tracking Numbers?

All items will be shipped by registered mail, so that they are bound to find their way and there is a tracking number. The tracking numbers can be found in your order history in the respective order. For our international customers: For large packages over 2 kg we get the tracking number on a special postal delivery receipt, which causes a delay of 1 day until it is deposited in the order. We recommend to give the shipments about 2 weeks time before you have to worry about. After two weeks, it would be useful to contact us, usually the packages store unnecessarily in post offices.

Why is the shop always empty?

Rohrspatz & Wollmeise is a small hand dyeing production. With our huge color assortment it is difficult to have always all colors on stock. With the hand dyeing production not all colors get well and those who are not are stocked to our NIPs. The situation will not really improve much in the future even with the biggest of efforts and many working hours.