Kelley's Knit Club FAQ (Frequently Asked Questions)

Where do you ship? 

Currently we ship the kits within the USA.  We're looking at shipping outside the USA in the future. 

How do I sign up? 

Just go to the product page and add it to your cart and complete the checkout.  You can also purchase other items while checking out and we'll ship those items right away and the Knit Club Kit will ship between the 6th and 10th of the next month. 

How do I access the member-only Videos?

Each month, we create a set of videos (5-15 depending on complexity) to help you succeed with your project.  Kelley knits the project and shows you tricks and tips along the way.  These are available on a private member-only page along with PDF versions of the patterns and links to alternate patterns perfect for the yarn that month.  We also have a new mobile app exclusively for members to quickly access the videos for each month's project. 

Is shipping included in the price?

Since the recent USPS rate increase, we're estimating the shipping will cost on average will be $8.50 per kit to ship.  We charge $4.99 per shipment and cover the rest (about 40%).  We want the best projects and yarn for you and were not able to do this at the $34.95 price if it included free shipping. This is something we'll keep evaluating as the club progresses.  We do provide a 'Free USA Shipping' coupon each month to use on another order. So if you need a ball or yarn or needle for instance, just place your order with your monthly coupon and get free shipping.  Also, on your initial order if you add items to the order so your order is over $49 you will get Free USA Shipping on your items and your 1st month's kit.  (These will ship separately). 

What kinds of yarn will you use and how much will I get?

The yarns will be top quality, hand selected and tested by Kelley to match the project we're making that month.  We will not be using any 'Closeout' or 'Bargain' yarns in our kits. Each yarn will be something we're proud to carry in our store and on our website. Some will be top-end branded yarns and some will be exclusive hand-dyed yarns only available from Alpaca Direct.  As for quantity, you will always get enough yarn to complete your project.  Most projects will contain 2-3 skeins of high quality yarn paired perfectly with the exclusive pattern we're offering that month.  We'll always make sure you'll have enough yarn to complete the project! Our goal is to release kits that are in sync with specific season so the weight and type of yarn and pattern will be light or heavier based on the season.

What kinds of patterns will the kits contain?

Each month we plan something different to keep it interesting. As this is a new club we'll be adjusting as we go based on your feedback. Initially we will have fun, on-trend patterns that are at the beginner to intermediate level so they are fun and can be completed in a month. The yarns will all be top quality like we carry in our store and our website. We're planning some beautiful hand dye yarns also for certain months depending on the projects. We've partnered with some great designers for unique and exclusive patterns and some will be developed by Kelley or our staff with her oversight. Each month, the goal is to have fun and learn something new. :)

When does my order ship?

We ship between the 6th and 10th of every month. First time orders will ship in the next available month. For instance, if you order on the 15th and the next month is open, you'll get your kit between the 6th and 10th of the next month.  In some cases we open up the following month for those on the waitlist. In this case you're first shipment will be on the subsequent month.  If you place other items on your order like yarn or needles, those items will ship separately within 1 business day.  Please reach out to customerservice@alpacadirect.com for additional questions.

Does my kit include the products I see in photos on your website?

The photos on the website, and products in the photos, are used for promotional purposes only. The actual kit a customer receives each month will include different products each month. As we curate more kits we will update the photos online and provide examples of previous monthly kits.

What is your refund and return policy on the monthly kits?

We give you the ability to skip a shipment or cancel your subscription on your own without needing to call or email us.  Due to the surprise nature of our subscriptions and exclusive patterns, we are not able to accept returns on subscription kits or any of their contents. However, if any items in your box are missing or damaged please contact us to let us know what happened, and we will be happy to replace the damaged or missing item. If the item is no longer in stock, at our discretion we will replace it with a similar item in stock, or offer a refund for the item. We regret that we are not able to accept any returns shipped back to us. No refunds will be issued for any unauthorized returns sent to us.

What if I want to cancel or skip a month?

No problem. You can cancel your membership by logging into your account on our website and going to the "My Account" section where you can manage your subscription.  You can also easily skip a month with a single click.  You can also call us or email us and we'll be happy to cancel your subscription or set you up to skip a month.  

Cancelling your subscription

In order to cancel your subscription, you will first need to log in to your account. Click the Subscriptions tab, then next to each of the products you are subscribed to is a Cancel button. You would use this if you would like to no longer receive this subscription product.

Skipping a Delivery

Once logged in, click on Delivery Schedule on the left to see all upcoming deliveries for your subscriptions. To skip a delivery you can click Skip to the right of each one.

Updating Billing Information

In the Billing Information tab you'll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if something has changed for the card holder's place of residence or the email address on file.

Update Shipping Address

Once logged in, click on Subscriptions and click Edit to the right of the address. This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

 You will be taken to a page where you can modify any of the fields pictured below.

 

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