1. Do you ship worldwide?
We ship worldwide and we provide Free Shipping in all US including non-continental territories and protectorates on orders over $95. When we offer Free Shipping in the US, we usually use UPS ground or USPS Priority based on size, weight and destination.
We also offer Free Shipping in Canada for orders over $150 (Nova Scotia, Ontario, Prince Edward Island, Quebec, British Columbia, Manitoba, New Brunswick) and over $200 (Northwest Territories, Nunavut, Saskatchewan, Yukon, Alberta, New Foundland and Labrador).
Be aware that all shipments that are imported into any country outside the US may be subject to taxes, custom duties and fees by the destination country. The duty rate varies depending on the type of product and the country where it was manufactured. In any case, we have absolutely no control over these charges, we are not informed of these fees and can’t predict what they may be. Customer is responsible for settling all charges.
For orders below $95 or outside the US there will be a standard delivery fee. Shipping fee will depend on your package size, country you live and shipping method you choose. You can check this after selecting your favorite products on the checkout. Please note: You may incur additional VAT and fees based on your country's rules.
2. When will my order arrive?
We do our best to get all packages shipped out of Ganxxet Atelier in 1 business day of your purchase and payment processing successfully, but during busy sale or holiday periods this may take a bit longer. The time it takes your package to get to you depends on the shipping method you choose at checkout.
To give you an idea, to get a package to the East Coast takes 2-3 days, 3-4 days to the Mid-West and 4-5 days to the West Coast.
3. Do you accept returns?
If you wish to return or exchange any product in your order, please send them back to us within 30 days of the shipping date. Please email us to email@example.com to request a return and provide details. Include your order number along with a brief description of the nature of the exchange/return.
Shipping fees incurred to send back to us is the responsibility of the customer. Once the item is received, we will submit a refund for the cost of the product or ship at no extra cost the products for the exchange.
We aim to refund you as quickly as possible. Most refunds are processed within 1-5 days of return. All refunds are done using the same payment method used on the original transaction.
4. Where is my stuff?
Most of the time, our packages arrive on time with no delays but in some occasions a package can get lost in the mail, or arrive later than expected.
Please note that the package must be more than 15 days late prior to filing a claim with most of transport companies. If your package has been delayed and you do not have the package when expected, please contact us and we will try to get as much information as possible and file the claim when necessary.
Be aware that we are not responsible for errors made by the shipping carrier such us delays, additional fees and taxes or lost packages. We’re not responsible for any package being stolen off your doorstep or mailbox.
5. Can I get free samples?
You are not sure about one specific yarn or cord? We got this! We send samples for free and as many as you need. We send 10 inch of each type of cord or yarn for free, you just need to fill up this form and you will receive the samples in the next two weeks.
6. What's the meaning of Ganxxet?
You may wonder the meaning of ‘Ganxxet’. With just one X it means Crochet in Catalan, my native language, but I doubled the XX because I loved the hidden message of “girls united”. I know it’s not the easiest to pronounce! Let’s try with Gan-shsh-e-t, stressed on the last syllable.
7. What's the difference between the Ganxxet Premium Soft Cotton Cord and the Soft Cotton Cord?
It’s the cotton fiber! This string is made of recycled cotton from the garment industry meanwhile the Premium one is made from OEKO-TEX high quality cotton fiber. The diameter and type of cord is the same.
8. Do you organise workshops?
Yes, we do! If you're interested in signing up for our next workshop, follow us on the social media to stay tuned. We organise our workshops at Ganxxet Atelier, in South Miami. If you're a fiber artist and you would like to do your own workshop at Ganxxet Atelier, please send us an email at firstname.lastname@example.org and we can talk about it!
9. Can I buy directly at Ganxxet Atelier?
Sure thing! We'll be glad to meet you at Ganxxet Atelier if you are visiting Miami. Please send an email at email@example.com or text us at +1 (305) 849-6394 to find a day!
Here is our address:
Bird Road Art District
4237 SW 75th Ave 33155 Miami, FL
10. Do you offer gift cards and how can I purchase one?
Sure, gift cards are especially easy when it comes to fiber artists friends. You can get one from $10 here.
11. Why the color I got is different that the one I purchased on the website?
Due to the popularity of Ganxxet products, it can sell out quickly. Color shades may vary from one batch to another because of the recycled fiber characteristics, so we recommend you to order a bit extra for specific projects.
Even though we do our very best to display our colors as accurately as possible keep in mind the screen color may differ slightly from the product you will get at home.
If you have any more doubts, please contact us at firstname.lastname@example.org. We'll be pleased to help you!