Frequently Asked Questions

🌈 1. About Seraphic Yarns

What is Seraphic Yarns?
Seraphic Yarns is a Kenyan yarn store offering a colourful selection of yarns for crochet, knitting, crafting and other creative projects.

Where is Seraphic Yarns located?
Seraphic Yarns is based in Nairobi, Kenya and delivers orders to customers across the country.

Do you sell Kenyan and imported yarns?
Yes. We offer yarns sourced from both Kenyan manufacturers and international brands.

What types of yarn do you sell?
Our collection includes acrylic, cotton, chunky, 3-ply, 4-ply and other yarn varieties. New colours and yarns may be added regularly.

Are your yarns suitable for beginners?
Absolutely! We have yarns suitable for beginners as well as options for experienced crocheters and knitters.

🎨 2. Choosing the Right Yarn

How do I choose the right yarn for my project?
Consider the project, yarn weight, fibre, texture and recommended hook or needle size. If you're unsure, contact us and we'll help you choose.

What does 4-ply mean?
Ply refers to the number of strands twisted together to make the yarn. 4-ply yarn is commonly used for a wide range of crochet and knitting projects.

What is yarn weight?
Yarn weight describes the thickness of the yarn. Different weights are suitable for different projects and require different hook or needle sizes.

What is the difference between acrylic and cotton?
Acrylic is generally lightweight, durable, easy to care for and available in many colours. Cotton is a natural fibre and is often chosen for projects where breathability and stitch definition are important.

Which yarn is best for crochet?
It depends on what you're making. 4-ply acrylic yarn is a versatile choice for many crochet projects, while chunky yarns work well for larger, faster projects.

Which yarn is best for knitting?
This depends on the project and the desired finish. Always check the yarn label for the recommended knitting needle size.

Which crochet hook or knitting needle should I use?
The recommended hook or needle size is normally indicated on the yarn label or product description. If you're unsure, contact us before ordering.

How much yarn do I need for my project?
This depends on the pattern, project size, yarn weight, stitch and tension. We recommend checking your pattern's yarn requirements before purchasing.

Can I ask for help choosing yarn?
Yes! If you're unsure which yarn, colour or quantity to buy, contact Seraphic Yarns and we'll be happy to assist.

🛍️ 3. Shopping & Products

How do I place an order?
Browse our store, choose your yarn and quantity, add the items to your cart and proceed to checkout.

Can I shop without creating an account?
No. We recommend creating an account to make future shopping easier.

Can I buy multiple colours?
Yes! You can select different colours and quantities according to availability.

Can I purchase yarn by the ball or bundle?
Yes. Product listings will indicate whether a yarn is sold individually or as a bundle or pack.

Are the colours shown online exactly the same as the physical yarn?
We do our best to display colours as accurately as possible. However, yarn colours may appear slightly different in person because of lighting, photography, image editing and individual screen settings.

What happens if a colour is out of stock?
If your preferred colour is unavailable, contact us to ask whether it will be restocked or whether we can recommend a similar shade.

Can I request a particular colour?
Yes. If you cannot find the colour you're looking for, contact us and we'll let you know what is available.

🛒 4. Cart & Checkout

How do I add products to my cart?
Select your preferred yarn, colour and quantity, then click Add to Cart.

Can I change the quantity in my cart?
Yes, provided the requested quantity is available.

Can I remove an item from my cart?
Yes. You can remove products before completing your order.

Can I buy several different yarns in one order?
Yes. You can combine different yarns, colours and quantities in one order.

Do I need an account to checkout?
Yes. Recommended to make shopping easier.

Can I use the Buy Now option?
Yes, where available. The Buy Now option allows you to proceed directly toward checkout with the selected product.

💳 5. Payments

What payment methods do you accept?
Available payment methods are displayed during checkout. Payment options may include mobile money and other supported online payment methods.

Do I have to pay before my order is processed?
Orders are processed according to the payment instructions provided during checkout.

Is my payment information secure?
Payments are processed through the available payment provider and checkout system. Seraphic Yarns does not ask customers to share passwords or confidential payment information through WhatsApp.

What should I do if my payment goes through but my order isn't confirmed?
Please contact Seraphic Yarns with your order and payment details so that we can assist you.

🚚 6. Shipping & Delivery

Do you deliver outside Nairobi?
Yes! We ship orders across Kenya.

How long does it take for my order to be shipped?
Orders are generally dispatched within 3–5 business days, depending on the order and destination.

We also offer pickup options.

📍 Pickup Station Notice

Your order will be assigned to the pickup station closest to your location for your convenience.

The specific pickup station will be selected after your order has been confirmed and will be communicated to you once the order is processed.

Please ensure that the location details you provide at checkout are accurate so that we can select the most convenient pickup station for you.

How long does delivery take after dispatch?
Delivery time depends on your location and the delivery method selected at checkout.

How much does delivery cost?
Delivery charges depend on the destination, delivery method and applicable package or order details. The applicable delivery fee will be shown during checkout.

Do you offer pickup-station delivery?
Where available, pickup-station delivery options will be displayed during checkout.

Do you offer door delivery?
Where available, door delivery is provided through the applicable courier or delivery service and the available option will be shown at checkout.

Can I track my order?
Yes, where tracking is available through the selected delivery service. Tracking information will be provided when applicable.

What happens if my package is delayed?
Delivery times can occasionally be affected by courier schedules, location, weather or other circumstances. Contact us if your order has taken longer than expected and we'll help you follow up.

📦 7. Orders

Can I change my order after placing it?
Contact us as soon as possible. Changes may be possible if your order has not yet been processed or dispatched.

Can I cancel my order?
Yes. Orders may be cancelled within 24 hours of placing the order.

What happens if I cancel after 24 hours?
After 24 hours, cancellation may no longer be possible, particularly if the order has already entered processing or dispatch.

Can I change the delivery address after ordering?
Contact us immediately. We can only change the address if the order has not already been processed or handed over for delivery.

What if I receive the wrong product or quantity?
Contact us as soon as possible with your order details and photos where appropriate so we can investigate the issue.

🔄 8. Returns & Issues

Do you accept returns?
Seraphic Yarns currently operates strictly with a NO-RETURN policy.

What if there is a problem with my order?
If you receive an incorrect item or there is another issue with your order, contact us promptly so we can review the situation.

Can I return yarn because I changed my mind?
No. Please make sure you select the correct yarn, colour and quantity before completing your order.

What if the yarn colour looks different from the website?
Slight colour differences are possible because of lighting, photography, image editing and individual screen settings. This is not necessarily considered a product defect.

💬 9. Customer Support

How can I contact Seraphic Yarns?
You can contact us through the customer-support options provided on the website, including WhatsApp where available.

Can I ask for help before placing an order?
Absolutely! We encourage customers to ask questions about yarn types, colours, quantities, hooks, needles and projects before purchasing.

Can I request yarn recommendations for a specific project?
Yes. Tell us what you're making and, if possible, share the pattern or project requirements. We'll help you select a suitable yarn.

Where can I find Seraphic Yarns on social media?
You can find us on Instagram at @seraphicyarns254.

❤️ 10. Yarn Care & Product Information

How should I wash my yarn projects?
Always follow the care instructions on the specific yarn label. Washing instructions vary depending on the fibre and yarn manufacturer.

Can yarn be ironed?
Care instructions vary by yarn. Check the label before ironing or applying heat.

Can I put my yarn project in a dryer?
Not necessarily. Check the care instructions on the yarn label before tumble drying.

Why should I keep my yarn away from excessive heat?
Some fibres can shrink, stretch, melt or otherwise change when exposed to excessive heat.

Where can I find the yarn specifications?
Product pages contain the available information about the yarn, including fibre composition, weight, length, recommended hook or needle size and care instructions where provided.