Frequently Asked Questions (FAQ)

General questions about the online shop and ordering process:

1. How does the wish list work?
2. Can I also shop with you as a guest?
3. I need the yarn from a specific color lot - is that possible?
4. Do you also send by Hermes, DPD or carrier pigeon?
5. I imagined the yarn to be completely different. Can I send it back?
6. Now I have ordered, what happens next?
7. How can I cancel my order?
8. I have a complaint, what should I do?

1. How does the wish list work?

If you see an item that you like, you can add it to your wish list. To do this, simply click on the “Add to Wishlist” button in the item view. To view the items on your wish list, you must first log in.
Then click on the “heart” symbol at the top right - and you are now at your wish list.


2. Can I also shop with you as a guest?

Of course! If you don't want to create a customer account, you can also shop with us as a "guest". In this case, some convenience functions will not be available to you (e.g. viewing past orders, managing addresses, etc.)


3. I need the yarn from a specific color lot - is that possible?

You are welcome to tell us your desired part. You will find a comment field in the shopping cart. Unfortunately, we cannot promise that we can deliver the right batch. Unfortunately, the color areas change quite quickly.


4. Do you also send by Hermes, DPD or carrier pigeon?

Unfortunately no! We only ship via DHL. We have had the best experiences with this - and that should also apply to our customers.
DHL offers a few advantages that cannot be denied, such as delivery to packing stations or post offices. So we'll just stick with it.


5. I imagined the yarn to be completely different. Can I send it back?

If you order as a consumer, this is possible without any problems. We have summarized all information about the right of withdrawal on a separate page, which you can find under the “Cancellation policy” section.


6. Now I have ordered, what happens next?

Very good! You will immediately receive an automatically sent email with your order confirmation. All ordered items are also listed there.
As soon as your order leaves our warehouse, you will receive another email from us.


7. How can I cancel my order?

Unfortunately, once your order has been packed, it cannot be canceled.


8. I have a complaint, what should I do?

Knots in the yarn:

Unfortunately, knots in the yarn are normal! Although we would like to have just balls without knots, unfortunately this is not always possible. 1-3 knots per 50g ball correspond to the current state of the art and must be accepted.

But if you have more knots, that's not okay! In this case, please send us an email to info@gute-garne.de. Please provide us with your order number and a description of the error/complaint.

Weight of the ball:

The weight of a ball can vary by +/- 10% depending on the residual moisture - this is normal and nothing to worry about.
The yarns are wound according to yardage during production. This means you always get the specified running length, even if the weight differs slightly.