Frequently Asked Questions (FAQ)

General Questions:

Answer: No. We sell them through our website and catalogs. You may also place orders by phone or mail. All products are shipped from our facility in Stevens Point, WI. We do have a retail store next to our warehouse.

Answer: You may have received an email offer from us in the past. However, our promotional email address list is not integrated with our website online accounts. If you had previously ordered and checked out as a Guest, your email account was not registered with our system. Please create an account by clicking the "Sign In | My Account" button at the top of the page and select the tab "New Shopper."

Answer: We have a technical adviser available Monday-Friday from 7:30 am to 11:30 am. The technical adviser can answer questions on Herrschners and Willow brand crochet and knitting patterns. For all other projects, our customer service staff would be glad to help you. Please call us at 1-855-279-4701 or email us at CustomerService@WillowYarns.com The customer service team is available to answer all other project questions from 7:30 am to 4:00 pm, Monday through Friday, CST.

Answer: Yes. We offer virtual instructions directly on our website. Please visit Inspiration & How-To for videos and articles. If you enjoy a more personal experience, our retail store in Stevens Point, WI offers classes, "Make It & Take It" sessions, and open knitting & crocheting classes. Sales associates are always ready to help you with your next project, whether you need advice, inspiration, or insight into the latest trends.

Canada Customer Questions:

Answer: Yes. Your login and account information will stay the same. No new account is required.

Answer: All products may be purchased in U.S. dollars. This allows you to purchase at the current exchange rate.

Answer: Yes. We now offer back orders to Canada with no added shipping cost! If an item is on back order, a notification will pop up on the screen—if you choose to back order the item, your in-stock items will ship out right away and the back ordered item will ship separately when it is in stock.

Answer: We have updated our delivery process with faster shipping speed and full tracking available from the moment your package leaves our warehouse until the moment it reaches your door. Taxes and duties are the responsibility of the customer.

Current Canada shipping rates are as follows:
$0.00-$10.00 ships for $7.95
$10.01-$20.00 ships for $10.94
$20.01-$40.00 ships for $13.94
$40.01-$60.00 ships for $15.94
$60.01-$80.00 ships for $16.94
$80.01-$150.00 ships for $17.94
$150.01 and up ships for 10% of Subtotal + $2.95
Rush shipping is not available to Canada.

Please send your returns to:

Willow Yarns Returns Department
2800 Hoover Rd
Stevens Point, WI 54481

Shipping & Tracking Questions:

Answer: We offer many promotions throughout the year to our customers for free shipping, flat rate shipping, and minimum spend free shipping. These promotion codes are good for customers within the contiguous U.S. (Alaska, Hawaii, and Puerto Rico are ineligible for shipping promotions). Free shipping applies to the net amount after discounts.

Answer: Absolutely, we would love to have you! Instead of ordering off the website, please stop in or contact our customer service by email at CustomerService@WillowYarns.com or by phone at 1-855-279-4701 and we'll put your order together for you.

Herrschners Retail Store
2800 Hoover Road
Stevens Point, WI 54481
715-341-8686
HerrRetailStore@herrschners.com
https://www.herrschners.com/retailstore

Answer: Yes. You may ship parts of your order to a maximum of two addresses. The shipping cost for each additional address is $4.95.

Answer: We ship to Great Britain, Germany, France, Italy, Spain, Australia, New Zealand, Singapore, Belgium, Netherlands, Switzerland, Sweden, Ireland, Israel, Portugal, Japan, Latvia, Hungary, Lichtenstein, Malaysia, Brazil, and Luxembourg/Malta.

Answer: Each country has different rules on Customs Fees & VAT, so if you are concerned, please be sure to check the limits in your country.

Answer: Our shipping prices are based on the total dollar amount of your purchase. International and domestic shipping rates are different. Please visit our Shipping Rates page for more information.

Answer: Yes. Please click here to view our tax calculator page.

Answer: After your order has shipped, you’ll receive an email with the tracking number link.

Answer: Orders are processed and leave our warehouse within 2 business days. Once your order is shipped, you can expect to receive it in 3-8 business days. International orders may take longer.

Answer: Please call your local postal service to find out information on where your package was delivered. If they cannot assist you, please contact our customer service by email at CustomerService@WillowYarns.com or by phone at 1-855-279-4701

Answer: Rush delivery is available within the contiguous United States to a street address for an additional $12.00 and will deliver in-stock merchandise 3 business days after shipment. Sorry, rush delivery is not available for PO boxes and some exclusions may apply.

Item Questions:

Answer: Please contact our customer service by email at CustomerService@WillowYarns.com or by phone at 1-855-279-4701 and we will be glad to help you with this.

Answer: Yes. A link was shown on your thank-you screen to download immediately; otherwise the link will be in your order confirmation email. If you did not get this email, please contact our customer service department at CustomerService@WillowYarns.com or 1-855-279-4701. We do recommend that you register an online account when placing orders for patterns, as then you will be able to access them in the future through your website account.

Answer: We’re sorry, but we cannot make that exchange. Downloadable patterns can be printed on home devices.

Payment & Promotion Questions:

Answer: We can only accept one credit or debit card per order.

Answer: You may use only one promotion per order. There is an exception for Smart Savings Club Members who can use their 10% and/or free shipping discount(s) on top of other discounts. Sign up here for more savings!

Backorders, Modifying, and Cancelling Orders Questions:

Answer: Everything in stock is shipped immediately. Back orders are shipped when they become available.

Answer: Please contact our customer service by email at CustomerService@WillowYarns.com or by phone at 1-855-279-4701.

Answer: Please contact our customer service by email at CustomerService@WillowYarns.com or by phone at 1-855-279-4701.

Answer: Back orders are charged when they ship.

Returns & Exchanges:

Answer: If you are dissatisfied in any way with your purchase, you may feel free to return unused merchandise for a full refund or exchange within 60 days. Every order arrives with an itemized invoice and contains complete return instructions. You may also mail to:

Willow Yarns Returns Department
2800 Hoover Road
Stevens Point, WI 54481
(Please be sure to send your package via UPS or insured Parcel Post.)

Answer: If one of the forms of payment was a credit card, debit card, or PayPal payment, your refund will be applied to the form of payment you used. Otherwise you’ll receive a mailed check.

Answer: Should you receive a product that is the wrong color, size, or style and would like to exchange your item, please contact customer service at 1-855-279-4701 or at CustomerService@WillowYarns.com. You may exchange the item within 60 days of purchase as long as it has not been used or opened. Return postage/shipping is the responsibility of the customer.

Answer: If the total of your exchange or new order exceeds the value of your returned items, you will need to provide additional payment by credit card, check, or money order. If the difference is less, we'll issue a refund. You will not pay extra shipping for exchanging an item; however, you will need to pay shipping on returned items.

Answer: Please send them to:

Willow Yarns Returns Department
2800 Hoover Road
Stevens Point, WI 54481
(Please be sure to send your package via UPS or insured Parcel Post.)

Gift Certificates:

Answer: Yes. During checkout, please enter your Gift Certificate Number in the "Payments and Promotions" section and click APPLY.

Answer: Please contact our customer service by email at CustomerService@WillowYarns.com or by phone at 1-855-279-4701.

Passwords & Online Account Management:

Answer: Click the "Sign In" link at the top, right-hand side of the Herrschners.com website. Next, click the "Forgot Password" link and enter your email address. A password reset link will be sent to your email address. You may also call Customer Service at 1-855-279-4701

Answer: Sign into your online account. On the left-hand side you will see "My Account." Choose "My Information" located under "My Account." Update your email address and click "Save." *

*Please note that changing your login email address will not change your email address where promotions are sent.