FAQ…
Q . Where did Viola’s name come from?
Both my grandmother’s names were Viola, what are the changes right? And both Violas happened to be amazing knitters who inspired and nurtured my love of yarn and textiles. Neither of my grandmothers lived to see Viola grow into a successful business, but I’d like to think that they approve of the name.
Q . Your shop is empty. How can I buy your yarn?
We sell our yarn through online shop updates, meaning that we’ll add a big whack of yarn to our shop at a predetermined date and time. You can subscribe to our email newsletter to be informed of upcoming shop updates. Updates often sell out quickly, leaving the shop empty until the next batch of yarn is ready.
Q . How do shop updates work anyway?
We’ll announce the date and time of a shop update through our newsletter about one week in advance of the scheduled update. We will also share a list of the yarns that will be available and colour previews so you can make a shopping list if you’d like. When the set date and time arrive, we’ll add all those yarns to our shop. We recommend that you tune in on time as yarns often sell out quickly. Frequency of shop updates varies depending on our dyeing schedule but we’ll always let you know when the next update is set. We made up a shop update time line with lots more info, here.
Q. What can I expect to receive in the newsletter?
We mainly share shop update announcements through our newsletter. These include a date and time for the update along with a list of yarns to expect and some colour previews. In addition to shop update announcements, we will also share news, events and updates from Mooresburg. We won’t email you very often and will always keep your personal information safe.
Q. I was cartjacked in the update. What can I do to make shopping easier next time?
Create a Customer Account. You can do this here and it will allow you to save your preferred payment method (with the exception of PayPal) as well as your address. That’ll save you some clicking!
Check out multiple times. We automatically combine all multiple orders, so you’ll receive a refund for extra shipping charges after your orders have been shipped.
We are not able to hide items in your shopping cart for any length of time. Yarns in the store are available to everyone.
Q. What is ‘cartjacking’?
Cartjacking happens when another customer checks out with an item you have added to your cart before you do. It will cause you to have to go back and edit your cart before you can successfully checkout. This happens when many people are shopping at the same time and is common to our shop updates. Our inventory system makes the call as to who checks out first and we have no say in the matter. We understand that it’s frustrating for you.
Q. I just checked out more than once, can you please combine my multiple purchases?
You bet! We always combine multiple orders and there is no need to request this service. All multiple orders placed within 24 hours of a shop update will always be combined and shipped together. You may still receive a shipping notification for each order placed because our fulfillment software doesn’t always keep track of combined orders.
Q. Why did I receive multiple shipping confirmations? You said you would combine my multiple orders!
We did say that, and we have combined your orders. Promise! You will received a shipping confirmation email for each order you place. Our website doesn’t allow us to combine your multiple orders into one, so even though your yarn is being shipped in one parcel you will receive an email for each order.
Q . I received a shipping notification, but where is my refund?
Each shipping refund is calculated individually and is not automated. You can expect to receive your shipping refund within one week of the shipping notification.
Q . My order is taking longer than I expected. Can you help me track it down?
Yes, if you chose tracked shipping at checkout, we are able to file a claim with the carrier that can help to track down a delayed parcel. If you did not select the tracked option, then there is nothing we can do to help you expedite delivery or locate a parcel once it has been shipped. All Canadian orders include tracking.
Q . Do you take custom orders?
No, we are not able to dye custom orders. Thank you so much for your interest and requests.
Q . Do you offer wholesale?
No, we are not able to accept any new wholesale accounts at this time.
Q. I’d like to buy a specific colour. Can you tell me when it will be available again?
Viola colours and their recipes are always changing. This means that a specific colour likely won’t appear as you remember it again. This is why we offer colour previews, to give you a sense of the colours that will be available in any given update. All this is to say, it may be helpful to scan each update for the colour you’re searching for, rather than honing in on the name of a colour you were drawn to in the past.
Q . Can I visit you in Mooresburg to collect my yarn or shop in person?
Unfortunately not. The old general store that we work out of is a buzzing workplace and my family home. It is usually in some form of disarray; yarn and coffee cups strewn about the space. We do love to share our workspace with you, and look forward to doing so when we manage to reach a safe post Coronavirus future. Before the virus struck, we were on track to planning our 3rd annual Studio Open Day (usually the end of July). The Open Day is a great opportunity peruse Viola yarn in real life, explore behind the scenes in our workspace and studio and go for a swim in the beautiful Saugeen River!
