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Frequently Asked Questions

 

PURCHASING PROCESS

I haven’t received the confirmation email for my order. Has the purchase and/or payment been made?

After placing your order, you should receive a confirmation email for the purchase. If you haven’t received it, check the spam folder of your emails. Since these emails are generated automatically, they may occasionally end up in this folder.

 If you have an account in our online THE LANNERS store, you can confirm this by logging in to your account.

 If you still can’t find it, you can get in touch with hello@thelanners.com and we’ll let you know if your order has been placed correctly.

 Can I make a purchase without being registered?

Yes, you can make your purchase as a guest (not registered) or you can also choose to create an optional account. We recommend that you register in order to enjoy the benefits of being a customer and stay up to date with all the news, updates and promotions by The Lanners.

 Is it possible to buy an item as a gift?

This option is currently not possible, but we’re working on it. Our goal is for more and more people to become acquainted with this universe and discover all it has to offer. And what better way to do so than by giving a gift?

What payment methods do we accept?

 We offer different payment methods to suit your needs:

  • Cards: VISA, MasterCard, Maestro and American Express.
  • PayPal.
  • Shop Pay
  • Google Pay
  • Apple Pay

PRODUCTS/PATTERNS

KITS

What is included in the kits?

Our kits include everything you need to make the product shown: yarns, needles or hooks and the pattern for the product. The type and quantity of items varies depending on what you need to make and complete each project.

 For more information, check the product description on the website, although we will always be happy to help you at hello@thelanners.com.

How do I know whether the kit is suitable for my level of knitting or crocheting experience?

On the website, together with the name of each kit and in the description for each, you will find the level of difficulty: beginner, intermediate or advanced.

You can also use the filter to search by level of difficulty in our kits section. Depending on the filter you choose, you will see all the kits of that level.

Can I change and/or choose the type of yarn in the kits?

Our kits are designed on the basis of a pattern to be created with a specific type of yarn. The pattern is intended to be made using these fibres. If you’re thinking of switching up the kit and giving free rein to your imagination by selecting a different yarn, the pattern would have to be adapted based on the type of yarn you choose. The main reason for this is the tension obtained by the chosen type of yarn, since each yarn features different handling, thickness and tension.

 It’s also important to mention that if you wish to adapt the pattern, this entails a certain degree of complexity and requires experience.

 PATTERNS

 What is a pattern? Do they have a size or can they be adapted?

A pattern is a guide for knitting or crocheting a specific product. Each of them includes the steps to be followed to create this product, together with the materials needed to do so.

 Our patterns are one size; however, you can modify the pattern yourself, keeping in mind the gauge swatch to obtain the desired measurements.

 Adapting the pattern to a different size is a complex process that will depend on your level of knitting or crocheting experience and the difficulty of the pattern.

What patterns do you recommend based on my knitting or crocheting level?

On the website, together with the name of each kit and in the description for each, you will find the level of difficulty: beginner, intermediate or advanced.

You can also use the filter to search by level of difficulty in our kits section. Depending on the filter you choose, you will see all the kits of that level.

 I’ve lost my pattern; how can I recover it?

Don't worry! Write to us at hello@thelanners.com with your name, surname and order number, and we’ll resend it to you in PDF format.

What language are the patterns in?

At the moment, our patterns are available in Spanish, but we’re working to offer them in other languages soon.

COLOURS

What colours are available?

 Our collections are a combination of the latest trends and what we want the pleasurable experience of knitting to represent for you. They are made up of various colour palettes so that you can pair them among one another and create all types of clothing and products while maintaining a versatile and timeless style.

 We are constantly updating our collections so that you never get tired of creating new things and trying out new combinations. You can find the colour palette of each product in its product description.

The colour I want is not available and is out of stock. Can you let me know when it’s available?

Of course! Leave us your email address by clicking on the button that says ‘Let me know when this is available’ on the page of the product you want and we promise to inform you as soon as we have it back in stock.

PRODUCT

What are the composition and characteristics of your yarns?

We have 4 types and qualities of yarns:

  • Limerence: composed of 55% virgin merino wool fibres and 45% acrylic fibres. The mix of merino wool with acrylic offers the products greater durability and a softer, more pleasant texture on the skin, preventing allergies.
  • Serendipity: composed of 50% virgin merino wool fibres and 50% acrylic fibres. The mix of merino wool with acrylic offers your creations greater durability and a softer, more pleasant texture on the skin, preventing allergies. What’s more, each thread is made up of 2 intertwined strands, forming a compact thread that enables greater twisting, which makes it perfect for knitting or crocheting.
  • Effortless: the thickest synthetic yarn in our catalogue. It is composed of 100% acrylic fibres. Its composition allows your creations to accompany you all year round, in all seasons.
  • Flowing: the finest synthetic yarn in our catalogue. It is composed of 100% acrylic fibres. Its composition allows your creations to accompany you all year round, in all seasons.
  • Bloom: this is our most versatile 200 g ball of yarn, composed of 100% organic detox cotton fibres that are OEKO-TEX® certified. It is perfect for any item of clothing, for accessories and, of course, for creating adorable amigurumis.
  • Boho: 500 g macramé ball made of recycled cotton (95% recycled cotton and 5% GRS recycled PET). With just one glimpse at the colours, it’s easy to imagine all the accessories you could create with these balls of yarn.
  • Mildness: balls of 100 g made of fibres of 80% merino wool and 20% polyamide microfibre. Thanks to this incredibly chunky combination, you will be able to create knitted projects that are nice and thick.

 Check the product description to find out more about the composition and characteristics of the yarns; you can also write to us at hello@thelanners.com.

How should the yarn be cared for?

For the optimum care of your yarns, we recommend that you always hand wash them or wash them cold at max. 30ºC. It’s important that you avoid using a tumble dryer and allow them to dry vertically (if possible, without any accessories). Avoid ironing them or using any kind of bleach.

In the product description for each yarn, you’ll find tips for care adapted to each specific type of yarn.

Which yarn is best for beginners and which yarn is best for advanced levels?

If you have a beginner/basic level of experience, we recommend you start with our thicker models of balls of yarn such as Limerence or Effortless, since these are easier to handle when knitting or crocheting and you can spot errors more quickly. If, on the other hand, you’re already an expert when it comes to knitting and crocheting, you can use any of our yarns for your work.

The level of difficulty also depends on each project/product. We recommend that if you’re just starting out in the world of knitting and crocheting, you opt for a simple one.

What needles and hooks do you have?

We currently have two types of needles/hooks: needles for knitting and hooks for crochet. Both are available in various thicknesses from 4 to 15 mm.

 All of our needles and hooks are made of natural beechwood and fabricated in Spain.

Their wooden composition makes them lightweight and resistant. In addition, they feature an ergonomic design that makes them more comfortable to work with, ideal for accompanying you in all your creations.

What needle or hook size should I choose?

The size of the needle or hook depends on the type of clothing item you’re going to make and the type of yarn that corresponds to this. In general, the thicker the ball of yarn, the thicker the needle or hook required.

 In all of our patterns, you will find the needle or hook needed to make them.

Can I purchase the items of clothing already made?

We don’t offer the items of clothing already made, since our goal is to motivate each individual to make them themselves and, in the process, discover the wonderful world of knitting and crochet.

Knitting and crochet is good for you. We believe everyone should do it, and we want everyone to get involved in this hobby. One of its many benefits is that it allows you to create useful things: items of clothing, accessories, objects for around the home. This not only relieves stress, but also boosts self-esteem and promotes responsible consumption, providing added value to the product; the challenge of making it yourself, the pleasure of the time spent working on it and the special feeling of knowing your creation is absolutely unique.

NEWSLETTER

 How can I subscribe to the newsletter?

On the homepage of the website, you’ll find a space to enter your email address at the bottom of the page. Write it there and click on the “SUBSCRIBE” button. You’ll then receive an email confirming your subscription.

How can I unsubscribe from the newsletter?

You can unsubscribe by clicking on the “Unsubscribe” link at the end of any newsletter you’ve received from us at the email address you provided to us.

If you have any problems unsubscribing, don’t hesitate to contact us at hello@thelanners.com.

MY ORDER

SHIPPING

How much does shipping cost?

DESTINATION

SHIPPING PRICE

FREE SHIPPING

Mainland

€3.90

+€39.99

Balearic Islands

€3.90

+€75

Canary Islands

€3.90

+€75

 

How long does the delivery take to arrive? What methods of shipping do you use?

The estimated time is 24-72 hrs, depending on the final delivery address. The transport agency that will deliver your order is Correos Express.

 If you have placed your order before 2 pm, it will be fulfilled and shipped the same day. From 2 pm onwards, it will be processed the following workday. When Correos Express picks up the package, you will be notified by email or SMS. Later on, you will receive another notification with the tracking number for the delivery and options to change the address. The agency will carry out two delivery attempts.

Will you notify me before delivering my order?

You will receive an email from The Lanners informing you that your order has been shipped. Following this, you will receive another email with a link to the tracking for your delivery by Correos Express, where you will be able to consult the status of the delivery at all times. We cannot guarantee that they will notify you of the exact moment of delivery, since this depends on Correos Express.

How can I track my order?

You will receive an email with a link to the tracking for your delivery by Correos Express, where you will be able to consult the status of the delivery at all times.

RETURNS

Can I return my purchase? What is the return period?

Of course! If the order has not met your expectations, you can return it within a period of 14 days from when you received it.

Will I get my money back, and how?

If you carry out the return procedure for your order, you will be refunded the amount of the articles returned once we receive them at our warehouse, via the same payment method you used when making the purchase.  

 How much does it cost to return an item?

FROM

PRICE OF RETURNS

Mainland

€3.90

Balearic Islands

€3.90

Canary Islands

€3.90

 

CANCELLATIONS AND CHANGES

I just made a purchase, but I want to cancel it or change a product. What should I do?

 If you’ve placed your order before 2 pm, you can carry out a change to or cancellation of the products provided that you inform us thereof before 2 pm. This is when we start the shipping procedure for the products, so we’re no longer able to cancel or change your order; you can do so once you receive it at your address.

If you placed your order after 2 pm, you have until the same time on the following workday to request the change or cancellation. After 2 pm, we start the shipping of the orders and you can do so once you receive it at your address.

I haven’t received what I purchased or there is an item missing in my order.

We’re sorry for our mistake! Please get in touch with us at hello@thelanners.com and tell us what has happened, and we’ll help you as quickly as we can.

I’ve received a product that is damaged or in poor condition.

Oh, we’re sorry to hear that! Please get in contact with our team at hello@thelanners.com and they will help you to manage the incident. It would help us if, together with the email, you attach photos of the damaged products you received so that we can evaluate the situation and offer you a solution as soon as possible.

I don’t like the colour of the product I’ve purchased. Can I change it?

You have 14 days from the day you received your order to return any product you purchased on our website. If there’s something you’re not fully satisfied with during this period, you can return it and carry out a new purchase of the colour you prefer.

CONTACT

How can I contact customer support?

You can contact us at hello@thelanners.com and we will answer you as soon as we can.

 

 

 

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