frequently asked questions

Products & production:

Are your products animal and environmentally friendly?

What types of dye do you use?

Mostly we use acid-dye, fiber reactive colors, mixed with agents to solidify the color retention of the fibers. We also try out some natural methods from time to time. All yarn and fibers have been thoroughly cleaned, yet they might bleed a little on first wash.

Are your colorways/fiber blends/rolags/batts always the same?

We sell hand made products that get produced in small batches. It's near impossible to ensure 100% identical skeins, batts or other products. We always use the same recipes for colorways and we work very precise measuring our materials. However, it's impossible to guarantee two skeins will ever look the same. With hand made products there is always some variation on the end product, but we do our damnedest to match the images on the site with the actual sent out items. In some cases that means we will make new photo's, add information to the description and if a colorway really differs too much from the recipe, we turn them into Igors. If you want a uniform result with the end product you are making, with knitting, crochet and weaving, alternate skeins once every 2 - 3 rows. If using fiber, you can mix and match some of the fibers as you go when spinning or felting. If you are looking for a larger quantity than listed on our site (for instance when making a sweater), Read more about this on the 'About Us' page.

Can you alter a colorway for me?

All items on our site, with the exception of clubs and pre-orders, are dyed, dried, tagged and ready to rock your way. This means that when you order a skein of yarn in a certain colorway, that's what will be coming your way. If you have a specific wish (for instance a skein of Gwynne with more green than amethyst in it) leave a note upon checkout and we will send the closest possible match your way. If you want to place a custom order, please use the Read more about this on the 'About Us' page.

Does your yarn bleed?

Mild bleeding is common in all hand dyed yarn and if you have a skein with a ridiculously bright color, super dark colors, or speckles, play it safe by rinsing the skein in cold water and some wool wash (a small amount of dish washing liquid works too) and let it dry. If you are in doubt about bleeding, or if you are pairing high contrast colors (neon green with solid white for instance), pick the safe route and give the skein a rinse before you cake it up.

What if there is a knot or fuse in my yarn?

Yarn doesn't come in an endless supply of length. At the mill they tie or fuse lengths together before they get sent out in cones. We then transform these cones into 100 gram skeins. Every skein goes through about 4 different stages at which we filter out skeins we don't feel represent our brand as best as possible. We do our best but we can't guarantee that your yarn will not have knots or fuse joins.

How do I use the Needle Nest?

Designed to store DPN's, circular needles and crochet hooks up to 15 cm. The Needle Nest will keep your needles and stitches safe while you're out and about. No more dropped stitches or needles poking through your bag! Using the Needle Nest with DPN's: Distribute the stitches to the center of your DPN's and open up the snaps on the Nest. Pop in the DPN's and let the end of your project poke out of the Nest. Close the snaps so your DPN's and stitches are secured. Using the Needle Nest with Circular Needles: Slide your stitches to the center of the cable and place the needle tips in the Nest facing each other. For extra security loop the cable around the snaps before closing the Nest and locking your needles in place.

Do you use rubber gloves?

Nope, we use Nitril gloves when dyeing our yarn and fibers.

Other questions:

Do you provide yarn support for designers?

Yes!

We love designers and participate in collaborations whenever we can. 

If you want to use our yarn in your design or have a project you think fits Undercover Otter, please contact us.

What languages do you speak?

English and Dutch. Currently the website is in English only. We are working on a Dutch translation.

I want to learn how to dye yarn, can I work for you?

Currently we are not in a position to offer jobs or internships. If this changes in the future, we will announce any job vacancies on our site and social media.

Ordering & payment:

I changed my mind! Can I get item A instead of item B?

All the items that are for sale on the site are ready to ship, unless otherwise specified like clubs and pre-orders. If you ordered colorway A and change your mind and want colorway B, this is possible, provided that colorway B is still available on the website and your order hasn't shipped yet. If it's not available, we can refund your order to you, or place your order on the to dye list for when we have a custom slot open.

I forgot to use my discount code! Can you apply it for my?

No. Discounts are to be redeemed in the check out screen before you pay. Due to the volume of orders we get, retroactively applying a discount is not possible.

Can I cancel or return my order?

If you want to either cancel or return an item, for whatever reason, contact us through the contact form. You may return the item(s) within 14 days of delivery for a refund or exchange (the cost of sending the items back to us have to be paid by the customer). Once we receive the items we will process your refund or exchange within several business days. Custom made items, clubs, pre-orders, sale items and digital items can not be cancelled or returned. Returned items must be in their original package and unused (re-skeined or caked yarns, products with odors or pet hairs on them will not be accepted).

What form of payment do you accept?

We accept PayPal, credit and debit cards, iDeal, and other international payment methods online.


When at live events we accept both cash and card payments, with a preference for cards. 

Card payment at international events are processed through SumUp, card payment at Dutch events are processed through iZettle.

Which currencies do you accept?

Online we accept Euro (€) payments only. 


If we are at a live event and the currency of that country is different from euros, we will accept cash payments in the local currency (pounds sterling, dollars, etc). 

Card payments at live events will always be charged in Euros due to our card payment platform being unable to process other currencies.

How is VAT (tax) handled?

All prices on the site are shown including and excluding VAT. Customers in the EU pay the price including VAT. Outside the EU, the price excluding VAT is charged.


When we are at a live event, the local tax percentage will be charged for all products (as international vendors we are obliged to charge and pay taxes in the country we are physically selling in during an event).

Do you wholesale?

We are gradually rolling out wholesale.

Shipping:

Do you ship to my country?

We can ship to most addresses in the world and ship our items on Tuesday. You will always receive a shipping confirmation. If your order is a custom made item, it will take a bit longer. We will keep you informed and discuss the shipping dates. 

How long does shipping to *insert country* take?

An estimation: 

Netherlands: 1 - 2 days 

Mainland Europe: 2 - 4 days 

Rest of Europe: 3 - 10 days 

Asia: 2 - 4 weeks 

Australia: 3 - 4 weeks 

North America: 2 - 4 weeks

South America: 3 - 4 weeks 

Shipping companies do not start investigating delayed or missing shipments until 6 weeks have passed. So if your parcel takes longer than the above mentioned estimates, you can get in touch with us, but we will not be able to do anything until 6 weeks from shipping have passed. During extremely busy times (November and December for instance) shipping may take up to 8 weeks. This estimate does not take strikes and other such disruption in account. The estimate is counted in work days (mo-fri) and from the shipping date on, which is usually a Tuesday in our case.

How much does shipping cost?

Shipping options are calculated by the total weight of your order and the location your order is shipped to. You can calculate your shipping costs on your Cart page (the shipping calculator becomes visible when there are items in your cart). We still offer an uninsured option for smaller orders (up to around 240 grams), but we advise you to always go for an insured option. In the end, that's the only thing that will get you your money back in the unlikely case your parcel does escape. If you don't see the uninsured shipping option when you're checking out that means that shipping it insured is actually the cheapest option. Especially our customers in Europe will notice this (since we're Amsterdam based and ship via DPD to most European countries).

Do you combine shipping?

Due to the volume of orders, we do not combine separate orders (make sure you've thrown everything into that cart before you check out).

Can you ship my order cheaper?

No. We're a small company and we don't have bulk deals with delivery services. Dutch postage is expensive (by any carrier). If you compare Dutch prices to Shipping from the UK or Germany, yes, our shipping costs are high.

Can I track my order?

This depends on the shipping you choose on checkout. The cheapest option for shipping is untracked. That means we can not see where your items currently are in the distribution process. If you have chosen to include tracking (we always advise this when you're ordering things) you will receive link in the confirmation email that will include a link to the order information and your tracking. You can check on the orders whereabouts yourself via the links in that message. If you've opted for tracking and your order is taking over 6 weeks and still hasn't shown, get in touch with us.

I'm visiting Amsterdam / live there / come there often. Can I pick up my order at the studio?

No. Our dye studio is our place of production and it is not open to the public.