Frequently Asked Questions

We accept most major payment methods, including:

– Credit & debit cards (Visa, Mastercard, etc.)

– PayPal

– Klarna 

– Apple Pay / Google Pay

– Shopify Payments

You’ll see all available options during checkout.

Unfortunately, payment methods can’t be changed after an order is placed. If you need to cancel and reorder with a different method, please contact us as soon as possible.

If your order hasn’t been shipped yet, we can usually cancel or change it. Please contact us as soon as possible via email or our contact form.

No, you can check out as a guest. But creating an account makes it easier to track orders and manage your purchases.

Yes! You can enter discount codes at checkout. We also offer digital gift cards, perfect for crafting lovers.

We ship all orders from our studio in Vienna, Austria.

We currently ship within Austria, Germany, and the EU (including Switzerland, Liechtenstein, Serbia & Kosovo) We’re working on expanding international shipping soon!

📦 Shipping Costs

Austria 🇦🇹

• Standard shipping: €4.99

• Free shipping from €80.00

European Union 🇪🇺

(applies to all EU countries)

• Standard shipping: €13.90

• Free shipping from €100.00

Switzerland & Liechtenstein 🇨🇭🇱🇮

• Flat rate: CHF 14.90

• Free shipping from CHF 150.00

Norway 🇳🇴

• Flat rate: €19.90

• Free shipping from €150.00

Serbia 🇷🇸

• Shipping (up to 5 kg): €19.00

• Shipping (over 5 kg): €29.00

Kosovo 🇽🇰

• Shipping (up to 5 kg): €39.00

• Shipping (over 5 kg): €49.00

⚠️ Note: For deliveries outside the EU (e.g. Switzerland, Norway, Serbia, Kosovo), additional customs duties, taxes, or import fees may apply. These are not included in the shipping price and must be paid by the recipient.

• Austria: 2–4 business days

• Germany & EU: 3–7 business days

You’ll receive a tracking link by email as soon as your order is on the way.

We dont offer currently any express shipping. If you need your products very urgently please write us an request on shop@tuftsupplies.com and we can figure out an option for you so you receave your items as fast as possible.

Absolutely! As soon as your order ships, you’ll get an email with a tracking link.

You can also use our order tracking page.

Please allow for a few extra days during busy periods. If your order seems delayed or missing, contact us at shop@tuftsupplies.com and we’ll help you out.

Yes, you can return unused items within 14 days of delivery. The item must be in original condition and packaging.

Return shipping costs are not covered by us unless the item is damaged or incorrect. You’ll need to cover the return postage.

The following items cannot be returned:

– Custom yarn orders

– Workshop bookings

– Used or damaged items

– Items without original packaging

- Sale Articles

You can email us at shop@tuftsupplies.com or use the contact form on our website. We’re happy to help!

We usually respond from Monday to Friday, between 10:00–17:00 (CET).

We’ll get back to you as soon as possible — typically within 1–2 business days.

Once your order ships, you’ll receive an email with a tracking link.

We’re really sorry! Please email us at shop@tuftsupplies.com with your order number and a photo of the item. We’ll sort it out quickly.

First, check your tracking link and contact your local delivery service. If your package still can’t be found, email us and we’ll investigate right away.

Absolutely! Please send us a description of the issue (and photos or a short video if possible), and we’ll help you troubleshoot or replace parts if needed.

Yes — we offer spare parts and support for the tufting machines we sell. Let us know what’s wrong and we’ll do our best to help.