Thank you very much for your purchase and for choosing Hello Soy Olivia's products and designs!

Patterns and Tutorials

Patterns and tutorials are non-exchangeable and non-refundable. As these are digital products, once purchased, an email with the download link is immediately and automatically sent to you, therefore exchanges and/or refunds are not allowed.

Physical Products (Yarns and Accessories)

Physical products can only be exchanged or returned in case of a defect. You have 10 calendar days to claim this guarantee. To do so, please send an email to hellosoyolivia@gmail.com explaining what happened, and I will reply as soon as possible to see how we can resolve your problem.

For a return or exchange to be possible, the item must be in its original packaging and unused. It is very important that you keep the labels.

For the exchange or return process, you must send an email to hellosoyolivia@gmail.com explaining the problem you had with the purchased item and photographs if necessary. It is important that you mention the order number in the subject line of the email and specify whether you want an exchange or a refund.

The shipping cost for exchanges or returns of products will be paid by the customer.

The processing time for an exchange or return will be between 5 to 10 business days.

If you want an exchange, I will send you a digital gift card for the value of the items so you can make a new purchase with whatever you like from the store. This code has no expiration date and DOES NOT INCLUDE SHIPPING COSTS.

If you want a refund, once the product is received, I will contact you to request your payment method details for the reimbursement. It is important
to note that SHIPPING COSTS ARE NOT REFUNDABLE.

Refund periods depending on your payment method:

If you paid with a credit card, it may take up to 16 business days. This period is relative and depends on the billing dates you have agreed upon with your bank. On the other hand, if you paid with a debit card, the refund may take up to 10 business days.

Legal Guarantee:
If the product you purchased is faulty, you are entitled to a legal guarantee. This means you have 3 months to request a product exchange, free repair, or a refund. You must present your receipt or proof of purchase and the original packaging.

Regarding the nature of hand-dyed yarns (from the brand Symfonie Yarns)
Our yarns are hand-dyed, so it is completely normal to find small variations or color fading in some sections of the skein. Likewise, due to the production and batch joining process, the yarn may have occasional knots. These characteristics are a testament to their handmade nature and are not considered manufacturing defects, so they do not apply for exchanges or returns.

Regarding balling products (for products delivered in skein format)
To guarantee product integrity, exchanges or returns of yarns that have been delivered in skein format and subsequently balled by the customer will not be accepted.

Due to the nature of our products, exchanges or returns of yarns for reasons of personal preference, color, or texture are not accepted. We recommend that you carefully review the specifications before finalizing your purchase.

The colors of the yarns may show slight variations depending on your device's brightness and contrast settings.