FAQ
I have a question, how do I get in touch with you?
The best way to reach us is via email - plankandstella@gmail.com. Please refrain from the use of direct/private message when it concerns questions/products/orders as they are easily lost on instagram/ravelry.
Customer inquiries are our first priority. If you’re emailing us about an order, please provide your order number and email address so we can help you as quickly as possible.
We try our best to answer emails within 24 hours from Monday to Friday, 10AM to 6PM ET. If you’re reaching out over the weekend or a holiday, please allow for the next business day for a response.
Where’s my order?
USPS doesn't automatically scan your package once they receive it and it may be moving through the system even though tracking shows that it hasn't yet been picked up.
Please contact your local post office to locate any delayed or missing packages.
Once in the hands of the USPS, we are not responsible for any lost, stolen, or damaged packages.
Can you combine my orders and ship them together?
Due to the high volume of orders we receive we are ONLY able to combine orders if you request to have your orders combined via email.
Only orders placed within 48 hours of each other can be combined as long as they haven’t already been packaged up, but again only if you request to have them combined via email.
Can you dye up a custom order for me?
Custom orders are taken on a case by case basis, please email us your request and we will see if we can make it happen. Custom orders exclude OOAK, exclusives, and colors you’ve imagined in your mind that you want to see on yarn.
Why is the color bleeding from my yarn?
We do our best to rinse away any excess dye that may be hanging around after the yarn has been set, but some color bleeding may occur during the first few washes, especially with more saturated colors.
It’s also possible that the pH of the tap water in your area is alkaline and not neutral. This may cause the bond between the dye and wool to break. If you’re aware that your water is hard, try using distilled water or adding a bit of vinegar to your water for washing/blocking.
If possible refrain from using/washing dark/saturated colors with lighter colored yarn, but if you must use a Color Catcher when you wash them to help prevent this from happening.
Will you wind my yarn into a cake for me?
Yes! You can add that service to your order here.
Will you hold yarn/create a reserved listing for me?
To be fair to all customers, all items are sold on a first come first served basis.
Why do my skeins look different even though they are the same color way?
The nature of hand dyed yarn is truly unique. Skeins of the same color way, from the same batch, and even the same pan will never be identical. While the recipes we use are tried and true color ways often vary from batch to batch.
When working on projects that require more than one skein, it’s always best to alternate skeins every couple of rows to create a more uniform look.
Do you accept wholesale orders?
We do not accept wholesale orders at this time.