Have a question? Look here!

Please read all of the FAQ in this section as it will most likely answer any questions that you may have. If you don’t find your answer, email is the best way to get in touch with me: joanna@silverkeystitches.com. Order and business inquiries are answered within 24 hours, Monday - Friday. If you are contacting me over the weekend or holiday, please allow for the next business day for a reply.

SHOPPING

How do updates work?

I update my shop regularly. Please follow me on Facebook or Instagram for update information. You can also join my mailing list!

Do you take custom orders?

Please contact me with any special requests, including custom orders.

I want to make a sweater out of your yarn but I want to make sure the skeins match. What do I do?

I love making sweaters and larger projects myself. I dye yarn to order and if you have more than one skein in your order, I dye your skeins together to ensure the best possible match! See below for more information.

I purchased more than one skein of the same colorway, but they look slightly different. Why?

Each skein of hand dyed yarn is unique. Skeins of the same colorway are never identical, and their color can vary from batch to batch. If you order more than one skein of a particular colorway, I will dye your skeins in the same batch, so they closely match. However, I always recommend alternating between two skeins every few rows to preserve continuity of the color.

Where else can I purchase Silver Key Stitches products?

Silver Key Stitches products are also available at the following retail locations:

Ewe & You Fiber Arts in Windsor, Connecticut

Thistle Be Perfect Too in Schnectady, New York

It is forbidden to purchase Silver Key Stitches products for resale in any form without my express written consent.

Can I pick-up my order from you in person / at an event?

If you live in South Windsor, Connecticut ONLY, please select Local Delivery as a shipping option and I will deliver to you at no charge should you wish. I also offer curbside pickup! If there is a local event I am scheduled to attend, please contact me and I am more than happy to arrange for you to pick up from me at that time. Please note that all orders must be paid in full before any delivery or pickup arrangements will be made.

I got my order but something is wrong/the yarn looks different than on the website. What can I do?

While I don’t typically accept returns, if your shipment arrives to you and something has been damaged or is defective, please contact me within 14 days of receiving your purchase. I do my best to take accurate photos of all of my products so that the colors are represented accurately. Read item descriptions carefully and note that due to settings on different monitors, the colors might appear different on your screen.

Please note that facial coverings and masks are not returnable under any circumstances, due to hygiene and health concerns.

PROCESS

What do you use to dye your yarn?

I use professional acid dyes and citric acid to dye on ethically sourced wool. After yarn has been dyed, it's rinsed with lukewarm water and a gentle detergent.

Where is your yarn dyed and your products created?

All of my products are sewn and dyed in a dedicated space in my home. Fabrics are washed in allergen-free detergent before I use them to create any products. All products, supplies and materials are kept clean and dry. My home is smoke and pet free.

Where do you get your yarn, dyes, and other supplies from?

All of my yarns are ethically sourced from reputable, cruelty-free farms and mills around the world. Fabrics are sourced from a variety of sources. Please note that I never disclose my suppliers, tools, and techniques.

YARN CARE

I recommend hand washing knitted items separately, using cool water and a gentle, wool safe detergent. Always air dry flat.

When I soak a project knit or crocheted from your yarn, it bleeds a little. Is this normal?

While I do my best to eliminate all traces of excess dyes from my yarns, some bleeding of excess dye may occur, especially with blue, green, red or purple-based colorways. This is normal. However, I do strongly recommend creating a swatch and wash it to see if any bleeding occurs, particularly if using darker and lighter colors together. You can also try using color catchers to prevent bleeding during the soaking process. As with all hand-dyed yarns, it's always a good idea to rinse your project (separately) with a gentle detergent in cool water. If you notice any bleeding, repeat this process as necessary until water runs clear.

BUSINESS INQUIRIES

Do you wholesale?

Yes! I would love to work with your shop! Please contact me with any wholesale inquiries you may have. Please note that it is forbidden to purchase Silver Key Stitches products for resale without my express written consent.

Are you available for trunk shows?

Absolutely! Please contact me!

Do you sell in person at any events?

I sell in person at a variety of fairs and farmer’s markets. Please check out my Upcoming Events page for my event calendar. You can also follow me on Facebook, Instagram, or sign up for my mailing list for information about upcoming in person events.

SHIPPING

I received a shipment notification, but when I check the tracking info on the USPS or UPS website, there is no data. Where is my stuff?

When you receive a shipment notification, it means that your item has been packaged and the mailing label printed. Please allow 1-3 days for tracking information to update on the USPS or UPS website. Unfortunately, orders being shipped internationally cannot be tracked after they have left the United States.

I placed an order from outside the US. Can you mark my package as a “gift” so I can save on customs fees?

I understand that international shipping fees can be expensive. However, legally all international packages must be marked as “merchandise”. The buyer is responsible for shipping costs and any additional fees and taxes.

GENERAL

Can you cake my yarn order?

Unfortunately I do not offer this service.

I started caking / balling my yarn, but now it's become a tangled mess! Can I get a replacement skein?

Skeins are tied in several spots during the dye/drying process to prevent tangles. Please untwist and wind your skeins carefully! Silver Key Stitches does not offer replacements / refunds for any snags or tangles that may occur in the caking or balling process.