Order
What does the note "Backorder" in my order mean?
"Backorder" means that we have to reorder this item ourselves before we can ship the order. The item was therefore not in stock at the time of the order and was marked accordingly in the shopping cart. This delays the delivery of the order by approx. 2 weeks.
Why have I not received an order confirmation?
After a completed order, we automatically send an order confirmation. Always ;-)
If there is no confirmation in your mailbox, the mail might have ended up in the spam folder.
Why don't I always get my order in one package?
Of course, we try to make our shipping as eco-friendly as possible. However, for logistical reasons it is not possible to send everything in one package for some orders.
If we have to split your order, we will inform you by mail that you will receive more than one package from us.
My package does not contain all the items I ordered. Where is the rest?
Some orders we can not send in one package for logistical reasons. In this case we will send a mail and inform you that you will receive several shipments.
Where can I find my ordered digital pattern?
For patterns that we sell as PDF files, a mail with a download link is automatically sent after receipt of payment. Unfortunately, this sometimes ends up in the spam folder.
If you have ordered the PDF pattern via a created customer profile, you will also find your pattern in the "download area" of the account.
I would like to order only one magazine. Can this also be sent as a letter?
As a matter of principle, we only send our goods insured as a parcel.
Can I pre-order items that are currently out of stock?
Unfortunately, we cannot accept pre-orders for organizational reasons. However, you can be notified on the respective product page when a certain item is available again.
How can I order yarn from a specific lot?
If you need a yarn in a certain color from a special lot, you can order the yarn normally through our store. In the comments field of the order you can then specify your desired lots. The lot requests will be taken into account when packing the order, if the lot is still available.
Can I redeem multiple gift cards in one order?
Of course, you can also redeem multiple gift cards in one order. Simply activate one code after the other.
Payment and shipping
My paypal payment has been cancelled. What should I do now?
In case of a canceled PayPal payment, the order will be canceled automatically after a while. You can simply place the order again in this case.
Please do not pay later externally via PayPal, because this payment can not be assigned.
Complaints, returns and exchanges
I would like to return (part of) my order. What do I have to do?
We try to avoid incorrect purchases through support as best as we can. However, if something is not to your satisfaction, you can of course return the item.
Fill out the return form (deutsch / english) and send it together with the items you want to return within our 14 day cancellation period to the following address:
Maschenfein GmbH
c/o Plus H GmbH & Co KG
Ahornstr. 59
08525 Plauen
The money will be refunded to you within approximately 14 business days after we receive the return.
Can I exchange a yarn if I don't like the color or quality?
A direct exchange is unfortunately not possible. Of course you can return the yarn within our 14-day cancellation period, stating your order number, to
Maschenfein Return
c/o Plus H GmbH & Co KG
Ahornstr. 59
08525 Plauen
We will refund the money within approx. 14 days after receipt of the return.
You can simply order the other color/quality via a new order.
I have finished my project but still have yarn left. Can I send it back?
Unopened balls, cones and skeins can be returned within our 14 day right of withdrawal. Beyond that, we can unfortunately no longer accept returns, because then often the lot in the warehouse is already different and we can no longer resell returned balls / skeins well.
My needle is broken. Is there a replacement for it?
If a needle has a defect, take a photo that clearly shows the defect. Send this picture together with your name, the order number of the order to which the needle belongs, needle size, needle type and needle manufacturer to support@maschenfein.de. We will contact the manufacturer directly and forward your complaint.
Please understand that carelessness or wear and tear are not grounds for complaint.
Item questions
Can I get color cards for certain yarns?
For the yarns from ITO and Pascuali you can order color cards for the individual yarns in our store:
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https://www.maschenfein.com/produkt/farbkarten-ito-garne-einzeln/
- https://www.maschenfein.com/produkt/farbkarten-colour-books/
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Unfortunately, we can not offer this service for our other manufacturers. But feel free to send us an email to support@maschenfein.de if you are unsure about your color choice.
On this topic you will find:
ITO - Color Cards
3,00 € - 4,50 €
Color Cards - Colour Books
2,00 €
I like a model from a Sandnes magazine but I want to knit it from a different yarn. Is it possible?
Yes and no...
If the other yarn is also from Sandnes, an exchange is no problem. In this case, please send us an email to support@mascheneinfein.de.
It is a Sandnes requirement to sell the magazines only in combination with Sandnes yarns. Replacing the yarn of a Sandnes kit with yarn from another manufacturer and ordering the pattern/magazine together with yarn from another manufacturer is therefore not possible.
I like a pattern but I do not know what yarn from the store I could take for it. Where can I turn to?
In this case you are welcome to send us an email to support@maschenfein.de. Please indicate in the mail which pattern it is (if necessary with web link), which yarn was specified in the original, which gauge is in the information and if necessary in which size you want to knit the design. We will be happy to select suitable yarns for you and help you calculate the required quantities.
Which colors of a particular yarn go together?
If you are not sure whether certain colors of a yarn match, please send us an email to support@maschenfein.de and write us which colors you have in mind. We will then check for you whether these colors fit together and make you an alternative suggestion if necessary.
It's hard for us when you ask in which color you should knit a certain pattern, because we don't know your preferences. If you tell us in which direction you tend or what other colors you like, it will be easier for us to choose the right one for you ;-)
On this topic you will find:
ITO - Color Cards
3,00 € - 4,50 €
Color Cards - Colour Books
2,00 €
How do I find all the knitting kits for a particular magazine?
If you land on our homepage and click on the tab "Knitting Kits", you will see all the knitting kits that we have in the store. Here you can use different filter functions. Among other things, you can display all kits for which the patterns are in the same magazine or which belong to a collection. Click on the filter "Books/Magazines" and select the corresponding magazine/collection. After activating the filter, all related kits will be displayed.
How do I find knitting kits/wool packs for a particular yarn or size?
If you land on our homepage and click on the tab "Knitting Kits", you will see all the knitting kits that we have in the store. Here you have different filter functions at your disposal. For example, you can use the yarn filter to see all the kits we have made with that particular yarn. You can select the size filter if you are looking for kits in a certain size.