Frequently Asked Questions
Payment and Currency Information
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept Mastercard, Maestro, American Express, Google Pay, Apple Pay, Visa, iDeal, Paypal, Sofort, BanContact, and other international payment methods.
When at live events we accept both cash and card payments, with a preference for cards. Card payment at events are processed through Shopify Payments and are completely safe. We always make sure we use secure internet connections.
WHAT CURRENCY DO YOU USE?
Our preferred currency is the Euro. We offer a currency calculator on the website to make it easier for our international customers to see what the prices are in their currencies. However, all sales are processed in Euros upon checkout.
Card payments at live events will always be charged in Euros and include the local VAT charges.
HOW DOES VAT WORK?
Prices on the website are displayed including the VAT rates that are applicable to the country of shipping.
For a full breakdown of what this means, please read the VAT information page.
Shipping
CAN I TRACK MY ORDER?
All orders are sent out with tracking.
The tracking code is sent to you in the shipping conformation email.
This tracking code will also provide you with a link to the shipping company used.
Please track your order using these details before you contact us.
In some cases parcels will be handed over to the shipping company in your country. For instance:
All packages sent with PostNL to the USA will be handled by USPS once they arrive in the country. They will be traceable on the USPS website accordingly.
DO YOU SHIP WORLDWIDE?
We can ship to almost every country in the world. There are some exceptions where postal services aren't able to deliver items. If you want to know if we ship to your country of residence, please check out the shipping calculator on the cart page.
For UK customers: Orders with a value of 135GBP or less, can not be shipped to the UK due to UK taxation rules.
Areas we can not ship to: Ascension Island, Cocos (Keeling) Islands, Kuwait, Tristan da Cunha, Western Sahara.
HOW DO YOU SHIP?
All parcels are packaged with care in bio-degradable shipping bags or cardboard packages.
We use PostNL and DHL for our shipments.
HOW LONG DOES SHIPPING TAKE?
Average Delivery Time from the moment you get a shipping confirmation:
Netherlands: 2 - 5 working days
Europe: 1 - 2 weeks
North America: 3 - 8 weeks
Asia & Australia: 3 - 8 weeks
No rights can be derived from these estimates. Depending on the shipping company, time of year and other shenanigans like strikes, floods, and zombie apocalypses, your order may arrive sooner or later.
HOW FAST DO YOU SHIP?
We ship orders within 5 workdays (Monday-Friday) of receiving them, with the exception of dyed to order items.
HOW MUCH DOES SHIPPING COST?
Shipping is calculated by the total weight of your order and the location your order is shipped to. The total amount for shipping is added in the final step of checkout.
You can check the estimated shipping cost on the cart page once you've added items to your cart.
DO YOU COMBINE ORDERS?
In very rare occasions we will combine shipping.
Please contact us if your shipping for multiple orders needs to be combined. Once your order is shipped, combining orders is no longer an option.
HOW DOES UNDERCOVER OTTER HANDLE MISSING SHIPMENTS?
I can not stress this enough:
Only orders that are sent with an insured shipping method will be refunded or replaced in case your order goes missing during shipping.
If your order has not shown up after 6 weeks, and was sent insured, please contact us.
We can not start missing parcel investigations before this 6 week window is closed.
If you opt for uninsured shipping, you accept that you are not eligible for a refund or replacement item.
CAN I PICK UP MY ORDER AT YOUR STUDIO?
Nope.
Our dye studio is our place of production and not open to the public due to health and safety regulations.
Cancellations & Returns
CAN I CANCEL OR RETURN MY ORDER?
If you want to either cancel or return an item, for whatever reason, contact us through the contact form. You may return the item(s) within 14 days of delivery for a refund or exchange (the cost of sending the items back to us have to be paid by the customer). Once we receive the items we will process your refund or exchange within several business days.
The following items can not be cancelled or returned:- Dye to Order Yarns;
- Clubs;
- Pre-Orders;
- Sale items;
- Digital items.
Returned items must be in their original package and unused (re-skeined or caked yarns, products with odors or pet hairs on them will not be refunded).
CAN I EXCHANGE A PRODUCT IF I CHANGE MY MIND?
All the items that are for sale on the site are ready to ship, unless otherwise specified like clubs, dyed to order and pre-orders.
If you ordered colorway A and change your mind and want colorway B, this is possible, provided that colorway B is still available on the website and your order hasn't shipped yet.
If it's not available, we can refund your order to you, or place your order on the to dye list for when we have a custom slot open.
Keep in mind that shipping costs for exchanges have to be covered by the customer.
I FOUND A KNOT OR FUSE IN MY YARN, CAN I RETURN IT?
We do not take back yarn with knots or fuses. Yarn doesn't come in an endless supply of length. At the mill they tie or fuse lengths together before they get sent out in cones or hanks. Every skein goes through about 4 different stages at which we filter out skeins we don't feel represent our brand as best as possible. We do our best but we can't guarantee that your yarn will not have knots or fuse joins.
Creep Coins, Discounts & Store Credit
HOW DO CREEP COINS WORK?
Creep Coins are our savings program. With every euro spent at Undercover Otter, you receive points.
CAN I USE A DISCOUNT CODE AFTER PURCHASE?
No.
Discounts are to be redeemed in the check out screen before you pay. Due to the volume of orders we get, retroactively applying a discount is not supported.
WHICH ITEMS ARE NOT ELIGIBLE FOR DISCOUNTS?
- Non Yarn and Fiber items (unless otherwise specified);
- Dye to Order Yarns;
- Clubs;
- Pre-Orders;
- Sale items;
- Digital items;
- Yarn sets
I'M STRAIGHT SIZED, CAN I STILL USE YOUR SIZE INCLUSIVITY DISCOUNT?
Yes.
I refuse to exclude people from this discount based on their size.
So if you want to use the discount as a straight sized person, feel free.
HOW LONG IS STORE CREDIT VALID?
Store credit will always be given out as a gift-card and stay valid for as long as we are in business.
Other Questions
HOW DO I TAKE CARE OF HAND DYED YARN?
We have an entire page dedicated to how to rinse, store and treat your yarn in order to keep it in tip top condition. It also deals with questions about bleeding and micro speckles.
Please check the Caring for Hand Dyed Yarn page for all the information
HOW (COLOR)CONSISTENT ARE YOUR PRODUCTS?
We sell handmade products that get produced in small batches.
It's near impossible to ensure 100% identical skeins, batts or other products.
We always use the same recipes for colorways and we work very precise measuring our materials.
However, it's impossible to guarantee two skeins will ever look the same. With hand made products there is always some variation on the end product, but we do our damnedest to match the images on the site with the actual sent out items. In some cases that means we will make new photo's, add information to the description and if a colorway really differs too much from the recipe, we turn them into Igors.
If you want a uniform result with the end product you are making, with knitting, crochet and weaving, alternate skeins once every 2 - 3 rows. If using fiber, you can mix and match some of the fibers as you go when spinning or felting.
If you are looking for a larger quantity than listed on our site (for instance when making a sweater), please check our Dyed to Order listings.
HOW DOES THE NEEDLE NEST WORK?
Designed to store DPN's, circular needles and crochet hooks up to 15 cm. The Needle Nest will keep your needles and stitches safe while you're out and about. No more dropped stitches or needles poking through your bag! Using the Needle Nest with DPN's: Distribute the stitches to the center of your DPN's and open up the snaps on the Nest. Pop in the DPN's and let the end of your project poke out of the Nest. Close the snaps so your DPN's and stitches are secured. Using the Needle Nest with Circular Needles: Slide your stitches to the center of the cable and place the needle tips in the Nest facing each other. For extra security loop the cable around the snaps before closing the Nest and locking your needles in place.
I WANT TO STOCK YOUR YARN IN MY SHOP, HOW CAN I DO THAT?
I (Aiden) run Undercover Otter alone, and I want to make sure I can meet the quality and questions my retailers want, without having to put people on dye queues that take months.
If you are interested in carrying Undercover Otter yarns, fill in the wholsale application form.
ARE YOUR PRODUCTS SUSTAINABLE?
If you want to know more about how we handle our corporate responsibility, please check the About Us page.
CAN I APPLY FOR A JOB AT UNDERCOVER OTTER?
Currently I am not in a position to offer paid jobs of any kind.
If this changes in the future, I will announce any job vacancies on our site and social media.
DO YOU OFFER YARN SUPPORT?
Yes, we do offer yarn support!
Depending on the collaboration this ranges from a designer discount in our online shop to full yarn support in collaborative designs. If you want to use our yarn in your design or have a project you think fits Undercover Otter, please contact us for more information.
WHICH LANGUAGES DO YOU SPEAK?
I (Aiden) am fluid in English and Dutch. Currently the website is currently only available in English.
