GENERAL

What is your return policy?

Please read all about Fillory Yarn’s Shipping and Refund policy here.

How does Fillory Yarn use my personal information?
We respect your privacy. We do not share your information - period. We only use your personal information to send your order and charge your credit card. We never buy or sell personal information including email addresses. We send out a monthly newsletter to all customers on our mailing list. The only way to be on the mailing list is to have signed up in our store, on our newsletter sign up page, or by creating an account and choosing to receive newsletters.

How can I update my email notification options and preferences?
If you have an account with us, you can login to your account and edit your personal options.
If you don't have an account, you can update your notification settings with a link in the footer of the latest newsletter email you received from us.

Where do I find information about special events, classes and more at Fillory Yarn?
We love events, and we have over 20 classes offered per month! You can view our classes and events on our class page. *Unfortunately, during the age of Covid-19, we are no longer able to offer many classes. However, we are working hard to re-create some of the classes online. Stay tuned.
We also do many special promotions on social media! You can follow us on Facebook, Instagram, and be sure to join our Ravelry group.

PRODUCTS

Do you sell more brands than those listed in your on-line store?
Yes, we have a larger selection in our Brick & Mortar location. Many of these items are difficult to keep in stock, thus not conducive to promoting in our on-line store.

Can I call to place an order over the phone?
Yes, we will be more than happy to take your order over the phone. Call us at 408-620-1042 or 833-FILLORY and we can process your order and take a credit card over the phone.

Are colors accurate in your photos?
We do our very best to make the color in our photos as close to real life as possible. Even so, we can't guarantee that what you see on your monitor is accurate, since each monitor shows color differently. If you have any questions about a certain color, please feel free to call customer service at (833)-FILLORY for clarification.

Will Fillory wind my yarn for me?
Yes! We are happy to wind any yarn in your order. Under 600 yards per skein, the first 2 skeins are free of charge. If you would like more than 2 skeins wound, we charge $4.00 per additional skein. For skeins in excess of 600 yards, we will wind one skein for free. Then each additional one will be a $4.00 fee per hank. Please allow a 24 hour lead time for shipping on orders with requested winding service.

To request ball winding, just include it in the customer comments during checkout. Please note that we do not automatically wind yarn in hanks for an order. You must request the yarn winding in each order.

REWARDS

Do you have a Rewards program?
Yes, we offer a Rewards program for customers shopping both online and at our Brick & Mortar location in San Jose, CA.

Click here to learn more about membership, earning, redeeming, etc.

GIFT CARDS

Do you sell Gift Cards?
Yes. You can purchase gift cards both in-store and online. We offer both physical and electronic gift cards.

Can I use my gift card when making an online purchase?
Yes. You will have the option to use any gift card purchased after July 3, 2020 at the time of checkout.

My gift card was purchased prior to July 3, 2020.
If your gift card was purchased prior to July 3, 2020, then your gift card can only be redeemed in-store. If you would like to use your balance with an online purchase, please contact us and we will be happy to assist you.