Frequently Asked Questions     

Q.  Australia seems so far away - how long will delivery take?

A.  Most orders take 6 to 10 days to arrive, but please allow up to 21 days from when you place your order for delivery.  Most delivery times are well under 21 days.  Delivery details may be changed as we continually improve our services.  See further details on our Delivery Rates page

Q.  The prices look so low - why is that?  Is the quality low too?

A.  No way!  Our quality is the best you will find.  Our knitters worked hard to select the best quality yarns available.  Being familiar with US stores, we can guarantee that our stock is equal if not better.  Our prices are inexpensive for several reasons.  We are able to get low rates from local suppliers.  We are a web-only business, so we have very low overhead costs.  And the currency exchange rate is working in your favor compared to the Aussie Dollar.  So, we have high quality at low prices.  Isn't that why you're here? ;-)

Q.  What is an "approved detergent" for washing?

A.  An approved detergent is one that is designed for use on woollens and delicate fabrics.  Follow the manufacturer's directions on the packaging of the detergent for best results.

Q.  What does "ply" mean?

A.  The term "ply" is another word for strand.  The number of strands twisted together to make the yarn is called the ply of the yarn.  However, it has also become a manufacturer's term used for describing the sizes of yarn (in Australia, the UK and New Zealand to name a few places) but may not mean the number of strands.   So, wherever possible, we have listed both the ply and the US term for the yarn thickness, known as the "weight" of the yarn.

Q.  Are my Personal Details and Financial Info safe on Ozeyarn?

A.  YES! Our secure shopping system incorporates industry standard SSL 3.0 data encryption at 128 bit using the internationally trusted Thawte certificates. The secure server that performs the processing of the payment is protected by the latest in hardware firewall technology. This ensures your private information is kept private throughout the payment process.  For more info, please read our Privacy Notice.

Q.  Help!  My emails to Ozeyarn are not working or they're bouncing back to me.

A.  During January and February 2003, we have noticed some of our emails to customers have not been sent successfully.   Also, other customers told us that their emails to Ozeyarn have not worked or have bounced back to them.  Our investigation has found that all customers with email problems have an earthlink.net email alias.  We investigated this problem, and found it was due to our hosting provider blocking that domain due to excessive email spamming.  They had reported it to Earthlink but had no resolution other than to block it locally.  At our request, they have removed the block and now customers with earthlink.net email aliases can send emails without problems.  However, our hosting provider has warned they may need to block again if more spamming occurs.  In the meantime, if you still have a problem and need to contact Ozeyarn, please use our backup Hotmail alias;
julianaellis@hotmail.com

Q.  I want to call or fax Ozeyarn - is it expensive?

A.  It can be, depending where you are calling from.  Ozeyarn is located in Australia, so any call from outside Australia would be charged to you at International call rates.  We suggest you investigate the variety of cheap call plans available from the various phone rate companies before making a call.  They can offer significant discounts.  Email is always cheaper!

Q.  Why is everything weighed in grams?

A.  Our suppliers are all Australian, so their yarn is made in metric grams.  Also, our delivery method weighs the packages in grams, so we decided to stay metric for processing.  However, we've added yardage information, as we know how important it is in estimating the yarn needed for your project.

Q.  What is the GST tax?

A.  The "GST" tax applies only to shoppers in Australia.  It is a "Goods and Services Tax", like the VAT in England.  It does not apply for any shoppers outside of Australia.  It should only be visible when the "Australian Prices" button is pressed.  If you see it and you are shopping from outside Australia, please press the "International Prices" button, and it will be corrected automatically for you.  If you have any problems with this, please email gst.help@ozeyarn.com.

Q.  Why does the word "Convert" appear next to the price?

A.  We are using a service from JAZconvert which allows us to display guide prices in your local currency.  It will show the word "Convert" if it detects you are in Australia (as there is no need to convert an Australian price).  The word "Convert" is also a hyperlink to a JAZconvert pop-up window that allows you to change your "home" currency.  See the Exchange Rates page for more info.

Q.  What is JAZconvert?  What is this pop-up window for?

A.  We are using a service from JAZconvert which allows us to display guide prices in your local currency.  See the Exchange Rates page for more info.

Q.  How do you pronounce the name "Ozeyarn"?

A.  It is pronounced like "ozzie - yarn"

Q.  What does the name "Ozeyarn" mean?

A.  Well, obviously it's Australian yarn, but it is also "online shopping" or "ecommerce" yarn, so we thought of the name as "Aus-ecommerce-yarn" or "Aus-e-yarn" and shortened it to Ozeyarn

Q.  Will my order all be the same dye lot?

A.  Yes - no matter how many balls you order, we will make sure they are all the same dye lot, even if this means re-ordering from the supplier and delaying your order.

Q.  Can I order some more yarn from the same dye lot?

A.  If you are trying to order yarn to match a previous order, please enter the dye lot you require in the "Additional Information" notes box during Checkout.  Every effort will be made to match your dye lot.  If the dye lot is no longer available, we will contact you via email to check if you still want to proceed with the order

Q.  Help! - I can't add to the cart and other buttons don't work!  What is wrong?

A.  It is likely that you have JavaScript disabled in your web browser.  Most browsers have this on by default, but there may be circumstances where this has been disabled.  Unfortunately, this website requires JavaScript to be enabled to work correctly.  If you are unable or turn this on, please email us and we can send you an order form.

Q.  What is a "skein"?

A.  It is a simple bundle of yarn, made by looping or coiling the yarn, and then drawing it out lengthways and folding it over.  Many homespun and hand-dyed yarns are sold as skeins

Q.  What does the term "boucle" mean?

A.  It is a term used in textiles, meaning that the surface is looped.  It is derived from French, meaning buckled.  It has a French pronunciation, sounding like "boo-clay".  It is formed when two threads are plied using different tensions and held together using a binder thread.

Q.  What is a 'CVC' number for my credit card?

A.  It is a security number on your physical credit card, which is requested by some banks.  If you have an AMEX card, it is a 4 digit number on the front of your card.  For Visa and MasterCard and most other credit cards, it is a 3 digit number on the back of the card.

Q.  What do "AUD" and "USD" mean?

A.  AUD is the general abbreviation used for "Australian Dollars", just like USD is the abbreviation for "United States Dollars".  Sometimes, we also use U$ to stand for a value in USD.