I can’t log into my account

Please contact us with the email address you registered with, and we will either reset your password or look into why you can’t log in.

How do I create an account?

You can create an account by clicking on the Login icon at the top right corner. Click on the Create an Account button and fill in the required information

How do I sign in to my account?

You can sign in to your account by clicking on the Login icon at the top right corner of the screen

I’ve forgotten my password, how do I reset it?

If you have forgotten your password, there is a link at the bottom of the login page.

Can I add an item to my order that was placed a couple of days ago?

Unfortunately no. Once an order has been received, printed, and taken to the courier, it is very difficult to find that order, fish it out, amend it, re-print it, and then insert it back into the correct place in the pile.

Can I change my address on an order once it has been placed?

Please contact us as soon as possible by email or telephone and we will do our best to amend your order. Please note that our office is open from 9am until 5pm (GMT+7) Monday to Sunday (except public holiday). Emails will not be checked outside of these times.

How do I cancel an order?

Please contact us as soon as you wish to cancel the order. If it has not been taken to our courier, we will cancel and refund your order. If it has already been taken to our courier, you will have to return the unwanted items to us once they are delivered for a refund or exchange.

Can you hold my order until next week?

Yes, you can. Please contact us to noted the informations.

Can I place a large order for my business?

Yes of course, but we would state that large orders are non-refundable. If you are unsure or have any questions regarding this, please contact us on +6287878582987 or email us on yarnislandco@gmail.com

Can I Order the out of stock products?

Yes of course. You can pre-order it by contact us on +6287878582987 or email us on yarnislandco@gmail.com


What happens if my order is incomplete or incorrect?

Please contact us as soon as possible to report any shortage/error from your order. All shortages/errors must be reported to us within two weeks of receiving your order.

What happens if my products are faulty?

Please stop using that product and contact us as soon as you realise you have a faulty item, and we will do our best to resolve this. We may ask you to email photos of the faulty item to us, so that we can send these to the manufacturer. Any fault needs to be reported to us within three months of the order being received.

Why does my ball of yarn have a knot in it?

Yarn manufacturers do their best to minimise the number of joins or knots in a ball of yarn, but they do crop up occasionally. Joins or knots are generally more common in natural fibre yarn than acrylic yarn, so they can come as a surprise if a knitter or crocheter has recently switched from acrylic to a natural fibre yarn. Joins or knots do not mean the yarn is faulty. However, if you have many joins or a particularly “knotty” ball, please contact us, and we will do our best to arrange for a replacement. Please rest assured that we do not sell “seconds” – all yarn we sell is “grade A” stock, direct from the manufacturer unless stated otherwise in the product description.

How can I pay for my order?

We accept payments via our website by debit/credit card.