Policies

The Furls Promise

Furls Fiberarts guarantees that our products are the most luxurious and beautiful fiber arts tools and notions you have ever experienced. If your Furls products do not make your art a more comfortable, luxurious, and beautiful experience, return them for a full refund* within 90 days of your purchase.

That's right, we guarantee...

- less hand fatigue and pain
- even stitches
- beauty and superior function in all of our products
- an all-around more enjoyable crafting experience

If you do not feel we have met that promise, please return your purchase for a pain-free, full refund or store credit.

*some exclusions apply. Please see, Seconds and/or Final Sale/Discontinued Products section for more details.

Return-Replacement-Refund Policy

All Furls Crochet hooks are guaranteed under the Furls Crochet Promise (see above) to perform to a certain standard. If for any reason you are dissatisfied with your Furls Crochet hook or your Furls Hook fails to live up to our Promise, you are entitled to a 100% refund or a complimentary replacement within 90 days of your purchase. All products returned after 90 days will be subject to a 5% restocking fee with a minimum of $5.00 USD.

Proof of purchase is required for all returns, replacements, and refunds. You can provide the email address used to place the order, the order number, or original order receipt/confirmation.

Any product returned for replacement or refund MUST be returned in good-as-new condition to be eligible. Customer is responsible for shipping product back with appropriate packaging/shipping materials to prevent damage during transit.

Furls will provide a return shipping label where applicable, or provide reimbursement for approved returns outside the continental US.

Returned product received in poor condition will not be eligible for a replacement or exchange.

Breakages and Defects

Products broken by customer negligence (rolls off table, dog chewed, etc.) are not covered by warranty. Defective products or products that break in transit or in normal use are eligible for a replacement or full refund at any time.

If your crochet hook head breaks or is defective, please email us at support@furlscrochet.com or call us at 866-693-8757 and we will take care of your replacement ASAP.

Furls will not issue more than 2 consecutive replacements on normal wear and tear on any products. Normal wear is considered; Wear to finishes or logos, including peeling paint or nickel plating.

Seconds

Furls takes sustainability seriously, we abhor seeing any unnecessary items go into landfills. We are continuing to reduce our carbon footprint continually. One way we are helping to reduce waste is by giving our less than perfect hooks a second chance at life.

Since our hooks are all handmade, they are subject to human error, but other than in looks these hooks are 100% imperfectly perfect. Rather than toss these hooks we will occasionally offer them, at a substantial discount, as a 'Second'.

Second hooks are those that meet our function and use promise, but that might not meet our visual standards. This could mean that the colors in the hook are not quite right or that the combination of colors is slightly different. It could also be something to do with the size marking stamp; faded, crooked, etc.

Second hooks are covered by our Furls Promise in regards to defects, however, they are sold as a final sale, with no returns based on the aesthetics.

Replacements of Seconds are made with another Second hook. This may not be the same variant as you purchased. If no other seconds are available then your purchase will be refunded, or applied as a store credit, at the original purchase price.

 

Final Sale/Discontinued Products

As we make way for new colors, Furls will occasionally discontinue a product. Each product page will be updated with the date the product is being discontinued and any further details specific to each product.

Discontinued hooks are covered by our Furls Promise in regards to defects, however, they are sold as a final sale, with no returns based on the aesthetics.

Replacements of discontinued products that were purchased prior to the discontinuation date, or that are defective regardless of purchase date, will be replaced with reserved stock, if available. If no reserves of stock are available then your purchase will be refunded, or applied as a store credit, at the original purchase price.

Lost Packages + False Deliveries

US orders shipped from the US must wait 30 days after a false delivery before a replacement is issued. 

International orders must wait 60 days after a false delivery before a replacement is issued. 

Australian or South African orders must wait 120 days after a false delivery before a replacement is issued.

Customer must provide proof that they have attempted to resolve the issue with their local postal service, or delivery method used prior to Furls' issuing a replacement.

 

Sales and Discounts

Discount codes will be honored no longer than 24 hours after their expiration date.

 

Human Being Policy


Furls Crochet, you'll be glad to know, is run by humans! As humans, we occasionally make mistakes. It is a policy at Furls Crochet to recognize that we occasionally make mistakes and that we take on the responsibility of fixing them. As human beings, we also have hearts and are willing to work with you to make sure you have exactly the crochet hook you want. We can always be reached by email at support@furlscrochet.com

Privacy Policies

Furls is committed to protecting your privacy. Outlined below are the measures taken to safeguard sensitive customer information. If you have any questions, please feel free to call us at 866-693-8757.

Data Security

To maintain data security and ensure the correct use of collected information we have set up appropriate physical, electronic and managerial procedures to safeguard all information regarding our customers. We use a secure server layer (SSL) that encrypts all billing, shipping, and credit card information transmitted through our web store. Furthermore, all of the customer data we collect is protected against unauthorized access.

Your Name and Address

When you provide us your name and address, you may occasionally receive catalogs or other mailings from us about products, promotions and services. If you prefer not to receive these mailings, please give us a call at 866-693-8757. or email your name, request, and address to support@furlscrochet.com

On occasion, we make a portion of our mailing list available to respectable organizations that we feel would be of interest to our customers. Rest assured, we will never share your payment information, telephone number or email address with anyone. If you prefer not to receive these mailings, please give us a call at 866-693-8757. or email your name, request, and address to support@furlscrochet.com.

Your Email Address

When you provide your email address, as a courtesy you will receive an order confirmation and shipment notification email with each order you place. You may also receive periodic emails with information about new products, and exclusive promotions. If you do not wish to receive these exclusive promotional emails, click the link at the bottom of the email you received to remove your address from the list.

Your Phone Numbers

Please read our Mobile Program Terms of Service HERE.

When you provide us with your phone or fax numbers, we may use them to contact you regarding your order if the need arises. We do not share phone numbers with other organizations.

 

Additional Resources

Wholesale Policies

General Frequently Asked Questions

Holiday Specific Frequent Asked Questions

Holiday Ordering and Customer Service Information

 

 

Updated October 2022