FAQ

Service
How long is the delivery time?

The delivery time of your order depends on the chosen shipping method and the delivery location. Typically, delivery takes 2-3 business days from the shipping date.

Once your order has left our warehouse, you will receive a shipping confirmation by email with a tracking number, which you can use to track the current status at any time.
Why isn't my order arriving?

There can be several reasons why the delivery of your order is delayed:

  • Item currently unavailable:
    One or more items in your order are currently out of stock. In this case, shipping will be delayed until all items are available again.
  • Warehouse-related delays:
    Due to a high volume of orders or internal warehouse processes, there may occasionally be delays in shipping.
How can I return the ordered goods?

If you don't like a yarn or another product, you can return it to us. Returns are only possible for balls, skeins, and (yarn) packs in their original condition. A part of a yarn pack cannot be returned. In addition to the statutory right of withdrawal, we offer a voluntary 6-month return guarantee.

Please use our returns portal for processing your return!
How can I complain about faulty goods?

If you wish to return goods, please send an email to info@soul-wool.com with photos of the defective product. Tell us what the defect is and how many products are affected. Please also let us know whether you would like a replacement delivery or a refund. If you would like a refund, please provide your PayPal account or bank details. We will contact you immediately and coordinate the exact process with you.

Technology
Which needle size for which yarn?

Most of our yarns need "room to breathe" to develop their full softness and elegance. This means that the yarns should not be worked too tightly, but of course also not too loosely or openly. Use our gauge information on the respective product pages as a guide and adjust the needle size until you achieve the same gauge. This will help you achieve the optimal fabric density for the respective yarn. Please also refer to our information on washing knitted items.
How do you calculate the correct number of stitches?

If you are knitting without a pattern, you will need to figure out how many stitches to cast on. Be sure to make a gauge swatch! Do not be tempted to just start knitting and measure the cast-on stitches. No matter what cast-on you use, the cast-on row will NEVER measure the same number of centimeters as the finished piece after a few rows have been knitted. So, make a swatch, give it a loving bath, and then determine how many stitches per 10cm.
Why did my sweater turn out too narrow despite the gauge swatch?

This can be due to several reasons: Either the swatch was stretched too much when measuring the gauge, or the knitted piece is quite heavy and sags downwards. Then the individual stitches, and thus the knitted piece, become narrower and longer. Tip: For heavy items, especially thick sweaters or knitted pieces made of silk or viscose, knit them a little wider and shorter than indicated. The chosen pattern can also affect the width of the finished knitted piece: cable patterns or other patterns with twists or crossed stitches will be narrower than plain stockinette stitch.