customer polices

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alpha series crochet hooks

Welcome!

At Furls Crochet, we don't just create tools; we shape experiences.

In every stitch and tool, we strive to elevate the world of crochet, ensuring that every creation is a symphony of excellence and that every artisan embraces a profound sense of belonging.

How do I get in touch with the Furls support team?

Our Customer Experience team will gladly assist you with any questions or concerns. Please email support@furlscrochet.com and allow us 1-2 business days for a response. 

Free returns

Returns within 90 days receive a full refund.

ergonomics

Industry leader in ergonomic design.

Worldwide shipping

Ship anywhere, rates available at checkout.

RISK-FREE SHOPPING

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At Furls Crochet, we are committed to providing you with the most exquisite and luxurious fiber art tools and notions that elevate your crafting experience to new heights. We stand behind our products and their ability to enhance comfort, beauty, and creativity.  

We are committed to delivering on the following promises: 

 

ENHANCED COMFORT

Our crochet hooks minimize hand fatigue and pain through ergonomics, making crafting sessions more enjoyable and prolonged.

EVEN STITCHES

Experience more consistent and even stitches while using our tools, ensuring the highest quality in your creations.

BEAUTY AND FUNCTIONALITY

Furls takes pride in merging aesthetics with superior functionality across all our products, ensuring an elevated crafting experience.

OVERALL ENJOYMENT

We aim to enhance your crafting journey by providing tools that perform exceptionally and make the process more enjoyable. 

TRANSITIONING TO ERGONOMIC CROCHET HOOKS

We acknowledge that transitioning from traditional crochet hooks to ergonomic Furls hooks might have a learning curve that varies from person to person. We recommend giving yourself 90 days to become accustomed to your new tools and accurately assess your comfort level. Feel free to contact our Customer Experience team anytime for help or suggestions on using your new tools.

RETURNS PROCESS

If you find that we have yet to fulfill our promise within 90 days of purchase, we encourage you to initiate a return. You can opt for a full refund or choose Furls credit as an alternative. See our Return Policy found below for details.

Furls' Return Policy

To be eligible for a refund*, all products must be returned in like-new condition and without odor, pet hair, or debris. 

Individual kit, set, or bundle components may not be returned separately. 

All yarn must be returned in its original packaging. We cannot accept yarn wound into a ball or cake. The yarn must remain in the purchased form to be eligible for a return.

Customers are responsible for shipping the product(s) back with packaging/shipping materials to prevent damage during transit. Returned products in poor condition will not be eligible for a refund or replacement.

*Some exclusions apply. See our Free Gift Policy and Final Sale Policy for more information.

Please see our Final Sale Policies page for details.

Eligibility

  • Gifts obtained at an off-site event: Gifts may be given during in-person events or with admission to the event. These events may be attended by Furls team members or as part of a sponsorship.
  • Gifts obtained during online giveaways: Furls may sponsor a giveaway during our live events or on select social media channels or blogs as part of a collaboration.
  • Specific Product Purchase: Gifts may come with certain products as a special bonus.
  • Cart Value or Quantity: Gifts may be offered when your cart reaches a certain value or item count.
  • Surprise Gifts: Occasionally, gifts are included in orders as a thank you without notice.
  • All gifts are only available while supplies last. Although we do our best to ensure availability, there may be times when we run out of gifts before the end of the promotion period or before we can remove the messaging from our website.

Free Gift Fulfillment Guidelines

  • Eligible products will specify the availability of free gifts on their product pages.
  • Unless stated otherwise, customers must manually add the gift to their carts.
  • A promo code may be required at checkout, which could be applied automatically.
  • Contact our Customer Experience team immediately if a gift is missed or not discounted in the cart. Issues reported post-processing cannot be rectified, but if the gift is not discounted, our Customer Experience team can refund its cost if reported within a week of delivery.

Replacement or Refund

  • Free gifts hold no monetary value and cannot be exchanged for cash or store credit or returned for a refund.
  • Damaged gifts reported within 90 days of receipt will be replaced only if the original item is still available.
  • After 90 days, replacements are not provided, regardless of availability.
  • Contact our Customer Experience team for a resolution if a gift is missing upon delivery.
  • In the case of returning a product that includes a free gift, please note that the gift must also be returned unless otherwise specified. It's important to follow this policy to avoid any adjustments to your refund to account for the gift’s value.
  • For gifts received as part of an event, or during a giveaway, it's important to note that a Furls account is required if one does not exist. This is a necessary step to ensure you can receive a replacement. We also require proof of event attendance or winning a giveaway.

Within 90 days of purchase: Refund equal to the original purchase price to your original payment method minus the original shipping cost, international taxes, duties, or related fees.

  • If you purchased the product from one of our Authorized Furls Retailers, you must contact the Retailer for a replacement. We will not accept returns for products purchased second-hand.
  • Products damaged through normal wear and tear, accidental damage, or misuse.
  • Products altered or repaired by any party other than Furls Crochet.

Please see our list of Furls Authorized Retailers.

To begin the replacement process, please email support@furlscrochet.com with the subject line: Return Order US-XXXXXX. 

Please provide the following information in your email:

  • First and last name on the original order
  • The order number (don’t worry; we can look it up if you don’t have it)
  • A list of items you are returning. Although unnecessary, including the reason for the return allows us to make any necessary changes to continue innovating our processes.

Our Customer Experience team will assess your return and respond within 3 business days.

Your refund or Furls credit will be issued within 5-10 days of receiving and processing your return. Please note that this refund does not include any shipping fees, duties, or customs-related taxes that may have been incurred during the initial purchase. 

International return shipping fees will be reimbursed once a receipt for return shipping is provided.

Furls Crochet reserves the right to update or modify this policy without prior notice.

The version of the policy that will apply to your order will be the one on our site when you place your order.

Furls Crochet is not responsible for refunding duties, taxes or fees for returned merchandise.

International customers seeking a refund on duties, taxes, or fees paid for imported merchandise that was subsequently exported require submitting a drawback to their specific country or region.

For further details and specific guidelines, it is recommended that you consult the website of the relevant customs authority or seek assistance from experienced professionals.

Furls' Defective Product and Breakage Policies

At Furls Crochet, we are committed to providing our customers with the highest-quality crochet tools and accessories. However, if you receive a product that is defective or does not meet our quality standards, we are here to help.

DEFINITION OF A DEFECT

A defective product is considered flawed or faulty due to manufacturing errors, materials, or craftsmanship. This does not include aesthetic preferences, normal wear and tear, accidental damage from handling, or issues arising from improper use or care.

To ensure your hook performs at its best, we recommend safely storing it when not in use and handling it carefully during crocheting sessions. Should your hook break under circumstances beyond your control, our breakage policy provides a seamless solution.

COVERAGE PERIOD

Effective 09/05/2023: for three (3) years from purchase date.

PROOF OF BREAKAGE

To qualify for our Breakage Policy, you must have purchased the product from the Furls Crochet website and provide photo or video evidence of the broken product with the logo showing.

If you purchased the product from one of our Authorized Furls Retailers, you must contact the Retailer for a replacement hook.

This policy does not cover products that have been altered or purchased second-hand.

Please see our list of Furls Authorized Retailers.

To begin the replacement process, please email support@furlscrochet.com with the subject line: BROKEN HOOK Order US-XXXXXX or DEFECTIVE PRODUCT Order US-XXXXXX. 

Please provide the following information in your email:

  • First and last name on the original order
  • The order number (don’t worry; we can look it up if you don’t have it)
  • A picture or video of the product (showing the size stamp where possible)
  • Which product was affected (product name and size)
  • Please provide details on how the hook broke, or details describing the defect. For example, if your hook broke during use, please let us know which yarn weight you were using. 

Our Customer Experience team will assess your claim and respond within 3 business days.

Upon verifying the claim, we will replace the item with a new one. If the same item is unavailable, we will offer a full refund within 90 days of purchase or store credit within three years of purchase.

This policy only covers the initial purchase price of the individual item.  Shipping, international duties, or customs-related taxes incurred during the initial purchase cannot be reimbursed.

Furls Crochet reserves the right to update or modify these policies without prior notice.

The version of the policy that will apply to your order will be the one on our site when you place your order.

FURLS' DISCOUNT POLICY

When purchasing discounted items from Furls, please be aware of the following terms and conditions regarding our discount policy:

  • Availability

All promotional discounts are available while supplies last. We can not guarantee the availability of items during the promotional period.

  • Usage Restrictions

Each promotional coupon code can be used once per transaction. Coupon codes may not be combined with any other offer or promotion unless otherwise specified and may not be extended past the specified end date unless otherwise stated.

  • Local Currency

For our international customers, please note that percentage discounts shown on your screen or in your order confirmation may slightly differ from the advertised discounts. This variation can occur due to fluctuations in exchange rates. Our website's pricing and discounts are based in USD (United States Dollar). When converted to your local currency at purchase, the prevailing exchange rate may lead to minor discrepancies in the final discount percentage.

  • Specific Conditions

For specific promotions, customers must meet the set conditions, i.e., adding the required number of items to the cart, before either applying the discount code at checkout or having the discount applied automatically.

  • Prior Purchases

Discounts cannot be applied retroactively to previously purchased merchandise. If you've placed an order before a discount was announced, we cannot apply the discount to your earlier order. Additionally, we cannot apply the discount to future purchases.

  • Stacked Discounts

Only one discount can be applied per item. If an item is already on sale or has a marked-down price, no additional discounts, promotions, or offers can be used for that specific item.

  • Right to Modify or Cancel

Furls can adjust or discontinue promotions whenever necessary without prior notification. Should any disagreement arise, the resolution reached by Furls Crochet will be considered as the conclusive and binding outcome.

  • Other Restrictions

Other terms and conditions may apply to specific promotions. Customers are encouraged to read the promotion details carefully.

By using our website and partaking in our promotions, customers agree to the terms outlined above. If you have any questions about our discount policy, please get in touch with our Customer Experience team for assistance.

For Desktop: You can enter your promo code at any point of checkout. On the right side of the page in your Cart, below your order summary, enter your code in the field labeled "Add gift card or discount code” and then click “Apply.”

For Mobile: During checkout, tap "Show Order Summary" at the top of your screen. When the section expands, enter your code in the space labeled "Add gift card or discount code" and click "Apply."

orders & Shipping policies

Furls' Order Policies

Orders are processed from Monday through Friday, excluding major US holidays.

Our average processing time is 3-5 business days, although times may be longer during peak shopping season, product releases, or other promotional events. 

Processing time does not include shipping times.

Information regarding any additional processing delays will be updated on our website and in order confirmation emails. A tracking number will be emailed to the customer once the package has been provided to the delivery carrier.

2024 Closures:

New Year's Day- Mon, January 1, 2024

Martin Luther King, Jr. Day- Mon, January 15, 2024

Presidents' Day- Mon, February 19, 2024

Memorial Day- Mon, May 27, 2024

Juneteenth- Wed, June 19, 2024

Independence Day- Thu, July 4, 2024

Labor Day- Mon, September 2, 2024

Indigenous Peoples' Day- Mon, October 14, 2024

Veterans Day- Mon, November 11, 2024

Thanksgiving- Thu, November 28, 2024

Christmas Day- Wed, December 25, 2024

After an order is submitted and processing begins, it cannot be edited. If an order has not yet been processed, it may be eligible for cancellation.

If the address needs to be changed, please contact customer service immediately. We will make every effort to update a shipping address if the package has yet to be shipped but it cannot be guaranteed.

If a package has been shipped with an incorrect address and is returned to Furls, the customer will incur additional shipping charges to process the order further. Please see our Incorrect Order or Address Policy for further details.

Please take the time to ensure the items you are ordering are correct.

Furls will not cover return shipping on incorrectly purchased products. However, all incorrectly purchased products can be returned for a refund* within 90 days after the purchase date. 

*Please see our Return Policy for more information.

In the event of processing delays due to unforeseen circumstances for packages that have not yet been marked as fulfilled, customers can cancel their order for a full refund. 

Once an order has been marked as fulfilled, Furls is not liable for delays incurred by the shipping provider. 

Once your order is marked as fulfilled, please contact the shipping carrier regarding the shipping status.

All previous orders can be found in your Furls Account. Your order will be marked as fulfilled when a shipping label is created. Tracking will be updated after your order moves through fulfillment (processing), and you will receive a tracking number once the shipping provider receives it.

If you require customer service assistance, please email our Customer Experience team at support@furlscrochet.com.

Furls Crochet reserves the right to update or modify this policy without prior notice.

The version of the policy that will apply to your order will be the one on our site when you place your order.

Furls' Shipping Policies

Furls Crochet offers an optional Order Protection service to customers at checkout.

This service is designed to ensure the safe delivery of packages. While Order Protection is automatically selected at checkout, customers have the choice to decline this protection.

Please read about the benefits of Order Protection and the risks of declining before placing your next order with us.

Furls Crochet offers an optional Order Protection service to customers at checkout. This service is designed to ensure the safe delivery of packages. While Order Protection is automatically selected at checkout, customers have the choice to decline this protection.

By declining, customers acknowledge that Furls Crochet will not be held responsible for any lost, damaged, or stolen packages associated with their order.

COVERAGE DETAILS

Package Protection for Orders Through Order Protection provides a replacement or refund for any lost, stolen or damaged packages. 

AUTOMATIC SELECTION

Order Protection is automatically added to the order total at checkout. However, customers have the discretion to decline this protection if they wish.

ACKNOWLEDGMENT OF DECLINED PROTECTION

Customers who opt to decline Order Protection acknowledge and accept that Furls Crochet assumes no liability for any issues arising from lost, damaged, or stolen packages related to their order.

COVERAGE LIMITATIONS

The extent of coverage provided by Order Protection is governed by the terms and conditions set forth by Order Protection. Customers are encouraged to review Order Protection's coverage details for a comprehensive understanding of coverage limits and the claims process.

IMPORTANT NOTE

Customers are advised to carefully consider their decision to decline Order Protection, as doing so relinquishes any recourse against Furls Crochet for package-related issues. Customers who proceed with declining protection should be aware that Furls Crochet will not provide compensation, replacement, or refunds for packages affected by loss, damage, or theft.

DISCLAIMER

This Uninsured Package Policy serves to outline the nature of the optional Order Protection service offered by Furls Crochet. Customers who choose to decline this protection assume full responsibility for any potential package-related complications and understand that Furls Crochet cannot be held accountable for such situations.

Please review the full details of Order Protection, including how to file a claim, here.

Order Protection’s Terms and Conditions can be found here.

All orders can be tracked using the Shop app, which can be downloaded from your order confirmation page.

Alternatively, you may view your order tracking using the chosen shipping provider's website using the tracking number provided in the shipping confirmation email.

Please take the time to ensure the shipping address you provide is correct.

Furls is not liable to replace or refund any items “returned to sender” by a courier due to an incorrect shipping address.

As of 01/03/2023, Furls began offering package protection. Please see Package Protection for Orders Through Order Protection for all details regarding this optional insurance.

If Order Protection is declined, Furls will not be held liable or responsible for any damages, theft, or loss of packages. Any claims must be directed to the shipping provider.

All lost package claims covered by Order Protection must be reported within 45 days of the last tracking update.

If you require customer service assistance, please email our Customer Experience team at support@furlscrochet.com.

Furls Crochet reserves the right to update or modify this policy without prior notice.

The version of the policy that will apply to your order will be the one on our site when you place your order.

Domestic Shipping Policies

Furls uses USPS and UPS for domestic shipments. Furls will not be held liable or responsible for any damages, theft, or loss of packages during transit from our warehouse to the shipping destination. Any claims must be directed to the shipping provider.

Shipping times are in addition to warehouse processing times. 

Expedited shipping does not include expedited processing time. If expedited shipping is requested, we will make every effort to process your package within three business days; however, it is not guaranteed.

Shipping rates are calculated in real time as you add items to your cart and select your shipping destination.

Furls offers free shipping on US orders of $60* or more.

*The free shipping minimum is calculated based on prices in USD (United States Dollars), after discounts and before taxes, shipping, and duties.

If you require customer service assistance, please email our Customer Experience team at support@furlscrochet.com.

Furls Crochet reserves the right to update or modify this policy without prior notice.

The version of the policy that will apply to your order will be the one on our site when you place your order.

International Shipping Policies

Furls uses Passport consolidation services for all international orders. Furls will not be held liable or responsible for any damages, theft, or loss of packages during transit from our warehouse to the shipping destination. Any claims must be directed to the shipping provider.

Shipping times are in addition to warehouse processing times. 

Expedited shipping does not include expedited processing time. If expedited shipping is requested, we will make every effort to process your package within three business days; however, it is not guaranteed.

Shipping rates are calculated in real time as you add items to your cart and select your shipping destination.

DDP (Delivered Duty Paid): the recipient pays all import duties and taxes before shipping. 

DDU (Delivered Duty Unpaid): the recipient pays all import duties and taxes upon arrival. 

Most international packages are shipped DDP (Delivered Duty Paid). This includes all duties, taxes, and fees. Please contact our Customer Experience team if you paid for DDP and the delivery courier asks you to pay these fees again. We can contact the courier directly to see the cause of the problem. If you paid the fees before contacting our team, we can reimburse you via PayPal or store credit, whichever you prefer.

Furls offers free shipping on Canadian or UK orders of $120* or more.

Furls offers free shipping on all orders of $160* or more.

*The free shipping minimum is calculated based on prices in USD (United States Dollars), after discounts and before taxes, shipping, and duties. International customers are still responsible for paying any applicable customs and duties fees, either in advance using DDP at checkout, or after delivery if using DDU. See the “DDP vs DDU” section above for details.

Deliveries to 'PO Boxes' are only available for domestic shipments using USPS.

If you require customer service assistance, please email our Customer Experience team at support@furlscrochet.com.

Furls Crochet reserves the right to update or modify this policy without prior notice.

The version of the policy that will apply to your order will be the one on our site when you place your order.

Need more help?

CONTACT US!

If you have any questions or concerns, our Customer Experience team will gladly assist you. Please email support@furlscrochet.com, and allow us 1-2 business days for a response.

Our Customer Experience team is available Monday to Friday, 9 AM to 3:30 PM Central Standard Time (CST). 

We strive to respond to all emails within one business day, but please note that our response time may vary due to the volume of inquiries we receive, most notably around sales events and product releases. To ensure fairness and efficiency, we answer all emails in the sequence they arrive in our system. You can also use our automated chatbot at any time.

Upon emailing support@furlscrochet.com, you will immediately receive an automated acknowledgment confirming your message was successfully received. 

Please note: Furls is closed for all US Federal holidays.

Our Customer Experience Team brings a wealth of knowledge and a passion for excellence to provide you with the best possible support.

Whether you need help with an order, have a question about our products, or require assistance with any other Furls-related inquiry, they're here to make your experience extraordinary.

They are all crocheters, giving them the knowledge and perspective to answer your questions.

New Year's Day- Mon, Jan 1, 2024

Martin Luther King, Jr. Day- Mon, Jan 15, 2024

Presidents' Day- Mon, Feb 19, 2024

Memorial Day- Mon, May 27, 2024

Juneteenth- Wed, Jun 19, 2024

Independence Day- Thu, Jul 4, 2024

Labor Day- Mon, Sep 2, 2024

Indigenous Peoples' Day- Mon, Oct 14, 2024

Veterans Day- Mon, Nov 11, 2024

Thanksgiving- Thu, Nov 28, 2024

Christmas Day- Wed, Dec 25, 2024

ADDITIONAL RESOURCES

Furls Authorized Retailers

Looking for a store to try a Furls hook in person? Check out our Authorized Retailers.

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Frequently Asked Questions

Still have questions? We have answers! Check out our FAQ Page for details.

FAQ
Furls Hook Comparison Guide

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