Frequently Asked Questions

 

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General FAQ

Q: Why are your prices so low?

A: We are able to keep our prices low as we manufacture the yarn and sell it to you at factory direct prices.

Q: Do you have a shop front?

A: We have a factory outlet shop in Bendigo. Details including directions and opening hours can be found here.

Q: Are you Australian Owned?

A: Yes, Bendigo Woollen Mills is 100% Australian Owned. For more information on our sourcing and processes, explore our Manufacturing page here.

For more information about the history of Bendigo Woollen Mills, you may like the book 'A Good Yarn' by Professor Robert Crawford, available here.

Q: Do you run tours?

A: We do not run tours of our factory, however you can read more about our manufacturing processes here.

Q: What are your opening hours/where do I find your shop/how do I get to your shop?

A: Find our trading hours and shop location here. 

Q: Do you have a newsletter or mailing list and how do I get put on it?

A: If you have purchased yarn from us online or via telephone in the last two years, you will automatically be put on our mailing list. If you would like to be added or removed from the mailing list please email us, call us on 03 5442 4600 or request this through our contact form.

 

 

 

Gift Vouchers

Note: Gift vouchers purchased from December 2024 can be redeemed online. Existing Gift Vouchers purchased before this date can be redeemed by phone or through the shop, or contact us to convert your voucher to one that can be redeemed online.

Q: Can I purchase a gift voucher?

A: You can purchase a Gift Voucher here.

Q: How do I use my Gift Voucher online?

When you're ready to check out, fill out your address and other information as usual. At the bottom of the checkout, above your total and the 'Pay Now' button, there will be a field to add a discount code or a gift voucher code.

On mobile devices, you need to select 'Add Code' to open this field.

Once you've entered your code (being sure to remove any dashes or underscores), select 'Apply' and it will be applied to your order.

 

 

 

 

Yarn Information

 

For more information on our manufacturing processes, please see here.

 

Q: Will my yarn be from the same dyelot ?

A: Each order will always be from a single dyelot. Due to the popularity of our yarns, the dyelots change frequently, so even though your current order is from the same Dyelot,
we cannot guarantee that the same Dyelot will be available when you place your next order. We do try and ensure our shades are consistent however sometimes there will be variations from one dyelot to the next.

Q: Are you getting Lilt back in stock?

A: We have more Lilt coming in 2026. Click here for more information or to be added to the notification list.

Q: How much yarn is in a ball?

A: The quantity of yarn in a ball is 200 grams unless otherwise specified. The number of metres of yarn depends upon the ply and type of the yarn. The metreage can be found on
each individual yarn page or on the back of your shade card.

Q: I am a machine knitter, can you supply my yarn on cones?

A: Yes, we wax and cone yarn for machine knitters. If you would like your yarn put onto cones, please contact the office on 03 5442 4600 to place your order. Please note there is a $3.00 special item surcharge per ball being put onto a cone.

Q: How much yarn is on a cone?

A: The quantity of yarn on our 2 and 3 ply cones is 500 grams. The number of metres of yarn depends upon the ply and type of the yarn. The metreage can be found on each individual yarn page or on the back of your shade card. Our 200g balls can also be put onto a cone.

Q: How accurate are the colours on your website?

A: We do our best to ensure the colours displayed on the website are precise, however due to the wide variety of computers, computer screens and the settings available for these we cannot guarantee how the colours will display on your screen. To ensure there is no confusion about colours we offer you a free shade card: to receive your copy please, request one through our shade card form. Please ensure you provide us with your full name and address so we can get your shade card to you as soon as possible

Q: Do you have a shade card and how can I get one?

A: If you would like a shade card sent to you please submit the shade card form.

Q: Where does your wool come from and what type is it?

Our wool is grown in Victoria or central New South Wales in Australia. For our main range of woollen yarns, we use Merino and First Cross Merino/Border Leicester wool. Special releases like Wollemi may use different types of wool.

Q: What does micron refer to?

A: A micron is the measurement used to express the diameter of a wool fibre. The lower the micron the finer the fibre.

Q: What micron is your yarn?

A: Our yarns have the following micron counts:

  • Luxury: 24-25 micron
  • Classic: 29 micron
  • Rustic Tweed: 29 micron
  • Whisper: Superfine (<18.5 micron)
  • Ready Spin: 29 micron

 

Q: What care instructions should be used for my garments?

A: Care instructions are on the label provided with each ball, cone of yarn or garment. You should check these carefully before you launder your garments. We highly recommend using a gentle wool wash for your garments.

Q: What do you mean by limited edition yarn?

A: Each year we release several limited edition yarns. This means they will only be in stock for a limited time, sometimes only a few months. Our core collection yarns - like Classic, Luxury & Cotton - will always be available to order, though may be on pre-order depending on availability. We do also periodically do limited edition colours across all ranges. Again, these colours may only be in stock for a short time, from a few weeks to a few months. 

 

 

 

Pattern Information

 

Q: Do you have digital patterns available? How do I download a digital pattern?

We do have digital patterns for purchase. Digital patterns come as a PDF that you can download to read on your tablet/phone/other device, or print for your own use. When you purchase a digital pattern, you'll be shown a link to download it to your device. There will also be a link emailed to you.

Q: How do I print a digital pattern?

Our downloadable PDF patterns are precisely sized for printing on A4 paper. It is important to ensure that the settings on your printer are correct so that your printed pattern will be the correct size.

✸ Open the file in a PDF reader like Adobe Reader (free software) - while browsers like Chrome and Edge can display PDFs, they may not format them appropriately for printing.

✸ In the print settings box, make sure that the file is set to print at  'Actual size' (not scale to fit).

✸ Make sure you have the ‘Print two sides’ option turned on if you have this setting on your printer.

Q: What do the difficulty ratings mean on patterns?

A: Some of our patterns have a difficulty rating, from 1-5. You can read more about the different ratings here.

Q: Can I use any 8 ply yarn with any 8 ply pattern?

A: Any of our 8 ply yarn will be able to be used with any of our 8 ply patterns. However, due to variations across fibre types, your fabric may vary - for example, Alpaca drapes
better than wool. We recommend that you always knit a tension square to ensure you are achieving the correct tension.

Q: What size crochet hook should I use with my yarn?

a: As a guide start with the same size hook as the recommended needle size (which is listed on the ball band or product page). If you don't get the required tension you can adjust up or down from there.

Q: If my tension is different to the tension in the pattern, what should I do?

A: We recommend that you always knit a tension square. If there are more stitches than the pattern, use larger needles. If there are less stitches, use smaller needles. If you need
to change needle sizes be aware you should do another tension square to ensure those needles will give you correct tension. To give you the most accurate results on size we recommend you wash and dry the tension square in the same fashion as you would wash and dry the finished item.

 

 

Payment Information

 

Q: What payment options are available?

A: Payment on the website is via secure credit card payment, PayPal, , including PayPal Pay in 4. Our website does not store your credit card details. Gift vouchers purchased after December 2024 can be used for payment online.

Q: Do you offer Buy Now Pay Later (BNPL)?

A: We do not offer any specific BNPL methods at this time, however Paypal offers PayPal Pay in 4 as a payment option for eligible customers. This option will display in the PayPal payment screen once you are logged into your PayPal account.

 

Using Promo Codes

Q: Where do I add my promo code to get a discount?

When you're ready to check out, fill out your address and other information as usual. At the bottom of the checkout, above your total and the 'Pay Now' button, there will be a field to add a discount code or a gift voucher code.

On mobile devices, you need to select 'Add Code' to open this field.

Once you've entered your code (being sure to remove any dashes or underscores), select 'Apply' and it will be applied to your order.

 

 

 

Shipping Information

 

Q: How much will it cost to ship my order?

A: Orders within Australia are shipped free if they are over $90. Orders under $90 will incur a flat shipping rate of $9.95. Overseas shipping is calculated at checkout.  Information on shipping can be found here.

Q: What if I miss my delivery?

A: Australia Post may not leave a card when they attempt to deliver a parcel. To make sure you get notified when your parcel is delivered/taken to the post office, please make sure you have an email address on your account when you order with us over the phone, as Australia Post will send you notifications via SMS or the MyPost app. 

Q: Do you ship overseas?

A: We are currently shipping to New Zealand. We are rolling out shipping to other destinations during January & February 2026. If you'd like to enquire about shipping to a particular country, please email our friendly customer service team on hello@bendigowoollenmills.com.au.  Information on shipping can be found here.

Q: How long does it take for my order to be shipped?

A: For items that are in stock, we aim to ship within 3 business days. Dispatch may sometimes take longer during peak times, like during and after a big sale event or public holiday.

Q: What does Preorder mean?

A: If the item you are after is not currently in stock, but we will be making more of it, you can still pre-order the item. It does mean that your order will not be sent straightaway but will be sent when all the items for your order are in stock (usually 2-4 weeks). If you need the 'in stock' items more quickly, please contact order@bendigowoollenmills.com.au so that we can potentially split your order (additional postage may apply).

Q: Can I get my yarn sent via Express Post?

A: Yes. If you would like your order to be sent via Express Post contact the office on 03 5442 4600 and we can upgrade to Express Post. Charges apply.

Q: Can I pick my order up in store?

A: Yes. We offer Click and Collect at checkout. See more information here.

Q: What do I do if my order hasn’t arrived yet?

A: Firstly, check your order's status by clicking the link in your Order Confirmation email or checking your Account page. The order may not yet have been packed and shipped. If your order has been dispatched but not arrived, contact the office so we can check the tracking for you and if required lodge an enquiry with Australia Post.

 

 

For designers and wholesalers

 

Q: Do you provide yarn support to Designers?

A: We have developed a program specifically to support independent designers. For more information, see here.

Q: How can I get my patterns featured on your Independent Designers Page?

You can find all of the information about our Independent Designers Program here.

Q: Can I get a wholesale price on the yarn I purchase?

A: We do not offer wholesale prices on our yarn as we manufacture and sell direct to the public to keep our yarn prices as low as possible. We do offer a quantity discount on our
full price yarns. If you purchase 5kg - 20kg of yarn you are eligible for a 5% discount. For orders over 20kg you are eligible for a 10% discount. When placing your order on the website it won't automatically apply a discount, if you call or email us with your order number within 7 days of placing the order, and request the discount be refunded to your
credit card, we will ensure you receive the discount. You can also place your order by calling our office, and our staff will apply the discount before payment is made.

 

 

 

Returns and refunds

 

Q: What is your returns policy?

A: We are committed to your 100% satisfaction. If you are not totally satisfied with your purchase, simply return it (subject to the conditions below) for a refund or exchange.

  •      Change of mind returns:
    If a product you have purchased from us doesn't suit your needs (whether the colour isn't quite what you expected or you don't like the texture), it can be returned for a refund or exchange within 4 weeks of dispatch. This includes ready-made garments and yarns. Products must be in their original condition including tags.
  •      Damaged or defective items:
    We endeavour to ensure our yarn and garments are perfect, however if at any time you are unhappy with the quality, we would ask you to contact our office on 03 5442 4600 or info@bendigowoollenmills.com.au and we will work with you to provide a refund or exchange.
  •      For all returns:
    Please include a brief note in your returned parcel with your customer number, current phone number and/or email address, an explanation for your return and what you would like (ie refund or exchange). Including your original packing slip is a great way to ensure your refund/exchange is processed promptly.
  •     Refunds: Once
    your returned merchandise is received, we will credit your original form of payment. Refunds will be credited for the purchase price along with any applicable taxes. Please allow 5 - 10 business days after receipt of your package to process your refund.

If you can't find your question answered here please email us at info@bendigowoollenmills.com.au or call us on 03 5442 4600.