Policy

Store Policies & Product Care

Thank you for supporting Eva Ray. Please review our policies before purchasing yarn, handmade knitwear, or knitted toys.

1. Shipping & Local Pickup

We currently ship and deliver only within Calgary city limits, Alberta, Canada. Nearby communities outside Calgary are not included unless we confirm otherwise before purchase.

Delivery charges and available options are displayed before you complete your order. Processing times and estimated delivery dates are provided at checkout, in the product listing, or in your order confirmation. Custom items may require additional preparation time.

Delivery estimates may be affected by weather or carrier disruptions. We will communicate significant delays when we become aware of them. Your legal rights concerning delayed or undelivered orders remain unchanged.

Orders placed for addresses outside our service area will not be shipped. If payment has already been collected, we will cancel and refund the unfulfilled order.

Local Pickup

Pickup is available by prior arrangement at:

54-99 200 Midpark Gardens SE
Calgary, Alberta

Please wait until we confirm that your order is ready and arrange a pickup time before visiting. Contact info@evaray.ca or +1 (587) 577-1268 to coordinate pickup. Bring your order confirmation.

The five-day return-request period begins the day after you collect your order.

Delivery Information & Problems

Please provide a complete delivery address, including any apartment number, buzzer code, and necessary instructions. Contact us promptly to correct an error.

Additional delivery charges caused by an incorrect address or missed delivery may apply. We will explain and obtain your agreement to additional charges before arranging another attempt.

If your order is missing or marked delivered but cannot be located, contact us promptly. We will investigate with the delivery provider. A delivery scan alone does not automatically resolve a delivery dispute.

2. Five-Day Return Policy

For change-of-mind returns, contact us within five calendar days after receiving or picking up your product.

The day after receipt is day one. For example, if you receive your order on Monday, request your return by 11:59 p.m. Calgary time on Saturday.

This deadline applies to requesting the return, rather than the returned item reaching us.

To qualify for a change-of-mind return:

  • The item must be unused, unwashed, unaltered, and in its original saleable condition.

  • Original tags, yarn bands, accessories, and packaging must be included where supplied.

  • The item must be free from smoke, perfume, stains, pet hair, and other contamination.

  • Yarn must remain in its original ball or skein and must not have been cut, wound, knitted, crocheted, or otherwise used.

  • Proof of purchase must be provided.

You may carefully inspect your purchase as you would in a shop. Wearing, washing, modifying, or using it for a project goes beyond inspection.

How to Request a Return

Email info@evaray.ca with your order number, the item you wish to return, and the reason for your request. For damage or a possible defect, include photographs if reasonably available.

We will provide return instructions. Do not mail or drop off returns at the pickup address without arranging this with us first.

For an approved change-of-mind return, send or arrange to hand over the item within seven calendar days after receiving our instructions, unless we agree otherwise. Our response time will not invalidate a request submitted within the five-day deadline.

Package items securely and retain proof of dispatch. Tracking is recommended.

Return Costs

Customers pay return delivery costs for change-of-mind returns. Original delivery charges are not refunded for those returns unless required by law.

If we supplied the wrong item, or an item is defective, damaged on arrival, or materially different from its description, we will arrange an appropriate remedy and cover reasonable necessary return costs.

Return Exclusions

The following exclusions apply to change-of-mind returns only when clearly disclosed before purchase:

  • Personalized or custom-made products.

  • Products specifically marked “Final Sale.”

  • Yarn cut or prepared to your requested specification.

Used, washed, altered, or customer-damaged items are not eligible for change-of-mind returns.

These exclusions do not remove rights relating to defective, unsafe, incorrectly supplied, or misdescribed products.

3. Refunds & Exchanges

We will inspect returned items and notify you of the outcome. If we decline a change-of-mind return, we will explain why and discuss arrangements for the item.

Approved refunds will be issued to the original payment method. We aim to initiate them within five business days of receiving and inspecting the return, subject to any shorter legal deadline. Your payment provider may take additional time to display the credit.

Refunds reflect the amount actually paid, including applicable refundable taxes and any discount applied.

Exchanges depend on availability. Where a replacement is unavailable, an eligible return may be refunded instead. Store credit will not replace a legally required refund without your agreement.

4. Damaged, Defective, Incorrect, or Unsafe Items

Please inspect your order after receipt and contact us as soon as you discover a problem.

The five-day change-of-mind deadline does not limit applicable legal rights concerning defects, misdescription, safety issues, or non-delivery. A defect may become apparent only after reasonable use.

Keep the item and packaging where practical while we review the issue. Stop using any product that appears unsafe. Depending on the circumstances and applicable law, the remedy may include repair, replacement, or refund.

5. Order Changes & Cancellations

Contact us promptly to request a change or cancellation. We will accommodate requests where possible before dispatch or before custom work begins.

For custom orders, specifications, pricing, production estimates, and any cancellation charges will be disclosed and agreed before work starts. Any charge must comply with applicable law.

If we cannot fulfil an order, we will notify you and refund payments for the unfulfilled portion. We will not substitute a product or charge a higher price without your agreement.

6. Handmade Variations, Colours & Sizing

Handmade items may have small variations in stitching, shape, texture, and measurements. These variations are part of their character, provided the item remains consistent with its description and fit for its intended purpose.

Colours may appear different depending on screen settings and lighting. Yarn shades can also vary between dye lots. Purchase enough yarn for your project together where possible, and contact us if matching a dye lot is important.

Review the listed measurements, materials, and care instructions before ordering. Styling accessories shown in photographs are not included unless expressly listed.

These statements do not excuse significant discrepancies, inaccurate descriptions, or defects.

7. Wool Allergies & Material Sensitivities

Products may contain wool, other animal fibres, synthetic fibres, dyes, stuffing, or decorative components, depending on the item. Please check the individual product’s material information before purchasing.

We do not guarantee that products are hypoallergenic or suitable for every skin type. If you have a known allergy or sensitivity to wool, lanolin, dyes, or other materials, contact us before ordering. If the information available is insufficient for your needs, do not purchase or use the item.

We cannot promise an allergen-free production or storage environment unless explicitly stated for a particular product.

Stop using an item if it causes irritation or a suspected reaction. Contact us about the product and seek appropriate medical advice. We cannot diagnose reactions or guarantee individual tolerance.

Material sensitivities do not automatically extend our change-of-mind return terms. However, those terms do not restrict rights arising from inaccurate material information, a defect, or an unsafe product.

8. Caring for Wool & Wool Products

Always follow the specific product label or supplied care instructions first. Wool blends, trims, and toy fillings may require different care.

Washing

  • Wash only when needed and gently air items between uses.

  • Where hand washing is permitted, use cool or lukewarm water and a detergent suitable for wool.

  • Gently press through the water. Avoid rubbing, twisting, wringing, or sudden temperature changes.

  • Avoid bleach and harsh stain treatments.

  • Machine wash only when the product label expressly permits it.

Drying & Storage

  • Press out excess water with a clean towel, reshape gently, and dry flat away from direct heat.

  • Tumble dry only when the product label expressly permits it.

  • Store knitwear folded, clean, and completely dry.

  • Protect stored wool from moths and inspect it periodically.

  • Remove light pilling carefully with a suitable wool comb without pulling stitches.

Knitted Toys

Follow the item-specific cleaning instructions. Do not immerse a toy unless permitted. Filling must dry completely before reuse.

Heat and agitation can cause shrinking or felting. Damage caused by care contrary to accurate supplied instructions is outside our change-of-mind policy. This does not exclude defects or damage caused by incorrect care guidance.

9. Knitted Toy Safety

Follow the age recommendation and safety information for each toy. If suitability is unclear, ask us before purchase.

Toys containing small parts, detachable decorations, buttons, or similar components must not be given to children under three.

Check toys regularly for loose stitching, exposed stuffing, and damaged attachments. Stop use if damage appears.

Supervise young children during play. Keep packaging, loose yarn, and long cords out of reach. Keep soft toys away from heaters and open flames, and out of an infant’s sleep space.

Unless specifically designed and described for that purpose, products are not teethers, chew toys, or pet toys.

These precautions do not replace our obligations to supply products that comply with applicable safety requirements.

10. Prices, Payments & Promotions

Prices are in Canadian dollars unless clearly stated otherwise. Applicable taxes and delivery charges are shown before payment.

Discounts apply only under their advertised conditions. If a pricing or listing error affects your order, we will contact you to resolve it. We will not collect additional payment without your agreement.

Please retain your order confirmation and receipt.

11. Privacy & Customer Communications

We use information supplied with orders and enquiries to process purchases, arrange delivery or pickup, provide support, and meet applicable legal obligations.

Please do not send payment-card details or unnecessary medical information by email. Product-sensitivity enquiries generally do not require a medical history.

For questions about how your information is handled, or to request access or correction, contact info@evaray.ca.

This section is a general summary. A separate Privacy Policy should explain our website’s actual information-handling practices, including service providers, cookies, retention, safeguards, and any processing outside Canada.

12. Your Rights & Policy Updates

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under Alberta or applicable Canadian law.

Our change-of-mind policy does not replace statutory cancellation, refund, warranty, or product-safety protections.

We may update this policy for future purchases. The version provided at the time of your purchase applies to that order, subject to applicable law.

Contact Us

For orders, returns, pickup arrangements, delivery concerns, or product-care questions:

Email: info@evaray.ca
Telephone: +1 (587) 577-1268
Pickup address: 54-99 200 Midpark Gardens SE, Calgary, Alberta
Pickup and return drop-offs: By prior arrangement only.