You have a question? Then we are happy to help you!
We have already compiled and answered the most frequently asked questions here.
We have already compiled and answered the most frequently asked questions here.
Colors & Yarns
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 what color you should knit a certain tutorial in, because we don't know your preferences. If you tell us which direction you tend to go or what other colors you like, it will be easier for us to choose the right one for you.
Can I get color cards for certain yarns?
You can order color cards for the yarns of the following manufacturers in our store:
Unfortunately, we cannot offer this service for our other manufacturers. But feel free to email us at support@maschenfein.de if you are unsure about your color choice.
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.
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, feel free to write us an email at support@maschenfein.de
It is a condition of Sandnes to sell the magazines only in combination with Sandnes yarns. It is therefore not possible to replace the yarn of a Sandes kit with yarn from another manufacturer and order the pattern or magazine together with yarn from another manufacturer.
Knitting Kits & Wool Packs
What is the difference between a knitting kit and a wool package?
With a knitting kit you can order the pattern directly in the product in our store. For the wool package we have set a link in the product description to the page where you can buy the pattern separately.
How do I find knitting kits/wool packs for a particular yarn or size?
If you click on the "Knitting Sets" tab in our menu navigation, you will see an overview of all knitting set categories. If you click on a category, you will see all the corresponding knitting sets that we have in the store. There you will find different filter functions. For example, you can use the size filter to display all kits if you are looking for kits in a certain size. You can use the yarn filter to select the kits that we have put together from the respective yarn. Alternatively, you can click on the button "Go to all kits with this yarn" in the product description of a yarn.
I want to knit something for a child. Where can I find a suitable knitting kit?
If you click on the "Knitting Sets" tab in our menu navigation, you will see an overview of all knitting set categories. If you click on a category, you will see all the corresponding knitting sets that we have in the store. There you will find different filter functions. Among other things, you can display all kits for "babies", "boys" or "girls". If you are looking for a specific child size, you can also set the size filter accordingly.
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, feel free to write us an email at support@maschenfein.de
It is a condition of Sandnes to sell the magazines only in combination with Sandnes yarns. It is therefore not possible to replace the yarn of a Sandes kit with yarn from another manufacturer and order the pattern or magazine together with yarn from another manufacturer.
How do I find all the knitting kits for a particular magazine?
If you click on the "Knitting Sets" tab in our menu navigation, you will see an overview of all knitting set categories. If you click on a category, you will see all the corresponding knitting sets that we have in the store. Here you can use different filter functions. Among other things, you can display all kits for which the pattern 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.
Order
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.
Where can I find my ordered digital pattern?
For manuals that we sell as PDF files, a link is automatically sent in the processing confirmation email after payment has been received. If you have ordered the PDF manual via a created customer profile, you will also find your manuals in the "download area" of the customer account.
Why don't I always get my order in one package?
Of course, we try to make our shipping as environmentally friendly as possible. For logistical reasons, however, 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.
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 email may have ended up in the spam folder.
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. This means that the item was not in stock at the time of the order and was marked accordingly in the shopping cart. Also, a pop-up will open where you have to confirm the backorder before you can add the yarn to the shopping cart. This will delay the delivery of the order by about 2 weeks.
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.
Payment
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.
Can I redeem multiple gift cards in one order?
Of course, you can also redeem multiple vouchers in one order. Simply activate one code after the other.
Shipping
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.
My package does not contain all the items I ordered. Where is the rest?
Some orders cannot be shipped in one package for logistical reasons. In this case, we will send an email informing you that your order has been split into multiple shipments.
Return
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.
To do so, fill out the return form (deutsch / English) and send it together with the items you want to return within our 30-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?
For logistical reasons, a direct exchange is unfortunately not possible. Of course you can return the yarn within our 30-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 30-day right of withdrawal. Beyond that, we can unfortunately no longer accept returns, since then often the lot in the warehouse is already different and we can no longer resell returned balls / skeins well.
Complaint
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.