FAQs

Welcome to Heidi & Lana! Below are my shop policies. If you have any other questions please contact me. Thanks for shopping!

Returns
If you wish to return an item please contact me.  Returns must be sent back in the original condition (yarn cannot be wound) within 14 days of receiving the item.  A 20% restocking fee applies to all returns.  Shipping is non-refundable and the buyer is responsible for return shipping.

Preorder and club sales are final (including Advents, Hygge Boxes, and all seasonal/ theme surprise boxes).

If there is a problem with your order please contact me within 7 days of receiving the item and I will do my best to resolve the issue.

Exchanges
Exchanges are not available at this time.

Sales Tax
Ohio residents will be charged 6.5% sales tax.
For international orders the buyer is responsible for all duties and/or taxes.

Shipping
​Unless otherwise noted all orders ship within 7 business days.  
I am not responsible for loss or damage during shipping. If this is a concern, please contact me when placing your order to purchase upgraded shipping that will include insurance and/or delivery confirmation.

EU & UK customers: At this time I'm not able to offer shipping to the EU and UK through the website.  To place an order please contact me here and I will be happy to set up a custom listing through the Heidi & Lana Etsy shop.