You can find us at Nieuwe Hoogstraat 29 in Amsterdam!

Our hours are listed below:

M-F 10:00 to 18:00

SAT 11:00 to 18:00

SUN 12:00 to 17:00

 We're closed for Christmas Day, New Year's Day and King's Day.

Our Google opening times are kept up to date so if you're ever unsure feel free to check here or give us a call on +31(0)207853727.

We're so excited to hear you're planning to visit our brick and mortar store!

Unfortunately, we cannot know for sure when and if Stephen will be at the shop on a given day because he just pops in and out
all the time. Of course, there is always a chance that he'll drop by, but we can't say when or make any appointments.

 If Stephen isn't there in person during your visit, you may be interested to hear that we now have a life-size cardboard cut-out of him in the shop! Please feel free to take a selfie with him or ask one of our shop employees to help you with a photo.

We have a regular newsletter that goes out where we keep you updated on everything we're excited about - you can sign up here!

We also post our exciting news over on our Instagram @stephen.and.penelope!

How exciting! We absolutely love seeing what our customers make and hearing about how much joy your yarn mail brings! Please tag us here:

Instagram:

@stephen.and.penelope

@westknits

 Facebook:

Stephen & Penelope

Westknits

How exciting that you're coming to visit us in Amsterdam - we can't wait to meet you!

 All of our staff speaks English, and we can sometimes help you in another language. We are also happy to use translation apps to ensure we can help you find the perfect woolly goodies during your visit!

For in-store orders, we are unfortunately unable to gift wrap. However, for online orders, we are able to wrap your yarn in tissue paper inside the box! If you would like for us to do this with your order, please add a note or email us at info@stephenandpenelope.com

We would love to help you find the perfect yarn for your project!

 If you would like help selecting your palette, send us an email to info@stephenandpenelope.com and we would be happy to work with you.

 In the email, please include the pattern you'd like to make, size information (if applicable), and any colours you love or would like to steer clear of! We'll get back to you with our recommendations within 3 working days.

We always say the best gift is the gift of choice, especially for all our yarn lovers out there!

We currently offer digital gift cards which are available to order online here.

When you purchase a digital gift card and your payment is completed, you are sent an email with the gift card code that can be used upon checkout on our website.  

 Gift cards are valid for two years and can be used in-store as well as online!

Physical gift cards are also available for purchase in-store only.

We're sorry to hear the item you were hoping for is out of stock!

 We suggest clicking the "notify me when available" button on the product page on our website.

Once you enter your email, you are automatically added to a list so that you will receive an email notification as soon as this item is back in stock and available for purchase. That way you can be sure to get one if and when a restock happens!

Have a project that can’t wait? Send us an e-mail at info@stephenandpenelope.com if you would like us to recommend alternatives in the meantime!

We can absolutely hold your order for up to 1 month, provided you contact us before the order has been processed!

 To request a hold, contact us at orders@stephenandpenelope.com and include your order number, the shipping address, as well as how long you would like us to hold the order.

Having a customer account set up before you place an order from us can be very useful in making the checkout process a little bit quicker. Below you will find a step-by-step guide on how to create and edit a new account. 

Once you have an account with us, you can always log in to see previous orders, request any returns, and see shipping status with tracking numbers if applicable! You will also automatically be enrolled in the S&P Craft Club, where you can build up points with every purchase and earn rewards!

1. Go to the Login button at the top right of the screen.

 2. Enter your email and click on Continue. 

3. Retrieve the code sent to your inbox and enter it. 

4. Click on the Account icon at the top right of the screen and select Account Information.

5. Edit the Name and Address fields. This enables a quicker checkout because you don’t have to add any of this information.

Welcome to our club!

Unfortunately, we are unable to collect payments in instalments. Sometimes, PayPal offers this option, however we are unable to accommodate it and it means that the order will not go through in our system. We, therefore, suggest selecting one of our other forms of payment.

Our shop prices can only be viewed in Euros (€), but if you'd like to check the price in your home currency, we recommend using a currency converter website!

Please note that some European countries are charged VAT, so the prices of the items in your cart may change when you enter your shipping address at check-out! You can check the finalised price by starting the check-out process and entering the shipping address, but not entering payment info.

If you would like us to double-check the prices you have been quoted, please send us an email to info@stephenandpenelope.com  and we would be happy to help!

We ship worldwide with UPS and DPD! You can view the countries we ship to by viewing your cart and selecting the drop-down menu
under 'Shipping Rates calculator.'

We’ve noticed that sometimes our emails bounce back to us.

This generally happens due to the firewalls rejecting our email when we contact small email providers such as @xx.de, @t-online.de, etc. 

If you haven't received your confirmation email about your order and you believe it may be due to the firewall on your email, send us a message to info@stephenandpenelope.com so that we can make sure you get your tracking information, download codes, etc.

General solutions may include using an alternate email address for your orders, such as gmail, iCloud, hotmail, etc. or for you to add our email (orders@stephenandpenelope.com and info@stephenandpenelope.com) to your safe sender list, which should allow our emails to get through to your inbox!

‘Small Untracked Order’ shipments are sent in envelopes via PostNL, they do not have tracking or insurance, and may take quite a bit longer to arrive depending on your location. 

If you prefer a tracked or quicker shipment, please select another method of shipping.

You can follow your package using the tracking number you will receive when your order ships!

Please be aware that if you've selected 'Small Untracked Order,' there won't be any tracking information.  

Once we've received your payment, we will normally ship your order to you within 3-4 business days. If there is a delay in processing your order, we will let you know as soon as possible.

 If you haven’t received an email with a tracking number, that might be because it has ended up in your SPAM folder or in a different email account. You can avoid your email from us going into SPAM by adding our email addresses (info@stephenandpenelope.com and orders@stephenandpenelope.com) to your contact list.  You can also login to your account on our website and find your tracking number there.

We begin to send the tracking numbers straight after we have logged the shipment in our system. 

 As soon as your order has been picked up by our courier you will be able to follow your order straight to your door, it can sometimes take a couple of working days for your tracking number to update so don't panic if you don't see it straight away!

If the problem persists, please send an email to orders@stephenandpenelope.com and we will look into it with our postal carrier.

For shipping addresses, please input your address as it is normally written for your postal service.

Unfortunately, we're not able to process deliveries using non-latin characters. If your address is input in non-latin characters, we will reach out to ensure we have the correct address information. Please be aware that this can cause delays.

We’re really sorry to hear this! Please contact us immediately at orders@stephenandpenelope.com so we can make this right for you.

If you're ordering from within the Netherlands, you receive free shipping when you spend €100 or more. If you order from another country within the European Union, you will receive free shipping on orders €350 or more (excluding VAT). We also provide free shipping worldwide for orders over €500.

If you're ordering from outside the European Union, you may be required to pay customs when you receive your delivery. This is a fee that the government charges you for the right to import certain goods. We have no control over the amount that you will be charged when your goods arrive, and we can't be held liable for these costs. If you refuse a shipment, we can refund your order on its return to us, but please note if you decide to refuse the shipment and extra shipping costs are incurred because of this, we are unable to cover these costs and the amount will be deducted from your refund.

As we have been advised that none of our couriers are able to deliver to PO Boxes or pack stations, we are unable to process orders where the delivery address is a PO Box.

If you have input a PO box or packing station shipping address for your order, we will contact you for an alternative address, please be aware that this may result in delays to your order.

If you’d like to change your shipping address after placing an order, and the order hasn’t shipped yet, please send us an email to orders@stephenandpenelope.com.
Unfortunately, we can’t change your address if your order has already shipped.

 You can always change your default shipping address for future orders by logging into your costumer account and editing your address.

We are more than happy to do our best to combine multiple orders together, however we can't always guarantee it!

 If you already know you'd like to add something to an order, and your order hasn't been processed yet, please send us an email and let us know what you'd like to add, and we will see if we can make it happen.

If you've already placed multiple orders, send us an email and we'll do our best to combine them into one shipment, provided that neither order has shipped yet.
If you're from the UK, combining orders can be a little bit extra tricky, but we'll see what we can work with in your specific circumstances!

Please be aware that combining multiple orders into one shipment may cause some delays.

We completely understand that high shipping costs can be disappointing when you're preparing to place an order.

The shipping rates we have negotiated with our couriers are as low as possible but, we recognise that they can still be steep. Sometimes our customers join forces with other yarn lovers and go into an order together - maybe that could be a solution for you too?

Should you want us to check for you the shipping rates you are being quoted, please let us know what country you are in, and your postcode and we will check it
over for you. Just to be sure there's not a systemic error causing the issue!

You're more than welcome to return any items in your order within 14 days of receiving your package. To be eligible for a return, your item must be in the same condition that you received it in, unworn and/or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please be aware that the cost of the return shipment is the responsibility of the customer.

In order to request a return please login to your account and select which items you would like to return to submit a return request. If your return is accepted, we will send you an email with the return instructions for how to send your items back to our office at your expense.

 You can always contact us for any return question at orders@stephenandpenelope.com.

If you would like to exchange an item for something else, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

Certain types of items cannot be returned, like books, digital goods (such as pdf patterns or ebooks), custom products (such as special orders, Yarn Along, Mystery Knit Along or Hiberknitalong, or personalised items), and personal care goods (such as hand creams and beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

If you purchase from us in-store, we only offer exchanges or credit, we do not offer refunds. We do not offer exchanges or credit for sale items or items that we no
longer carry.

However, we do allow for a longer exchange period. Items purchased in-store may be returned for up to 6 months. 

 To be eligible for a return, your item must be in the same condition that you received it, unworn and/or unused, with tags, and in its original packaging. You’ll
also need the receipt. If you have an account with us you can exchange without a receipt, providing your purchase was processed under your name in our system.

We take a lot of care when photographing our yarn, but colours may vary from monitor to monitor. If you've ordered hand dyed yarn,
it's possible there are variations as each skein is unique. Some batches will come out slightly darker, lighter, bluer, or just different than other batches. Do get in touch with us if you have any questions about this! Our email is info@stephenandpenelope.com

We can of course wind your yarns for you! However, be aware that once your yarn has been wound it will no longer be refundable.
Additionally, please note that yarn winding can add a delay to the shipping process.

If you have added a note to your order requesting that you would like your yarn to be wound, we will send you a message to confirm with you before winding.

You can absolutely wind your beautiful yarn by hand however it can be time consuming and a bit tricky if you're doing this for the first time. To wind your skein without a wool winder or swift follow the steps below:

First wrap the loop around your bent knees while sitting or over back of two chairs facing away from each other with ample distance but ensuring the tension is not too tight. You can also have a friend hold it between outstretched hands.

Next carefully cut all ties. Hold one of the ends against your palm with pinky and ring finger throughout winding so you can find it later!

Then begin winding yarn diagonally, criss-crossing around outstretched index and middle fingers.

Keep winding diagonally, until a little ball has formed. Now ease fingers out and pop ball onto thumb; rotate ball on thumb as you continue to wind with gentle tension. Use inner tail to begin knitting.

When knitting with darker hand-dye yarns, excess dye particles can loosen due to the yarn rubbing against your fingers when you knit with it (a bit like blue dye
rubbing off a new pair of jeans). This is called crocking, and some knitters experience it more often than others - this is partly due to your individual skin pH. 

It's not something to worry about, but you can rinse the yarn with cold running water before knitting with them, which should help remove any excess dye!

One of our dyers recommended the following when blocking/washing your garment to prevent dye bleeding:

1. Rinse the project with cold water to start and preferably under a running tap so the excess dye drains straight away.

2. Rinse with a mild detergent, again with a running tap. Do this until you feel the water runs clear enough for a soak.

3. After these 2 steps you should have gotten rid of the bulk of the excess that was causing the crocking and can soak as you normally would.

4. You may need to rinse and soak more than once.

Our Craft Club works as such: Every time you spend €1 you receive 1 point, and when you have 500 points you will get €10 off to spend
in-store! You can also save your points, and they will go up in increments from there so, 1000 points will give you €20 off! Shipping totals are not included in our points total as stated on our S&P Craft Club FAQ page.

These points apply online and in-store! You will also get a notification every time you are awarded points (and when you have your first discount available)!

To see your current points, please log into your account on our website and go to: https://www.stephenandpenelope.com/pages/reward

You can also edit your preferences and the communication you receive from us via this link here!

You are signed up automatically when you create an account with us. If you already have an account, then you are all set!

You can keep track of your current points, simply log into your account on our website and go to: https://www.stephenandpenelope.com/pages/reward

If you're interested in editing your preferences or communications from us, you can adjust this via this link here: https://www.stephenandpenelope.com/pages/edit-notifications

You can see your points by logging into your account on our S&P website and then going to: https://www.stephenandpenelope.com/pages/reward

If you're interested in editing your preferences or the communications you receive from us, you can do that via this link here: https://www.stephenandpenelope.com/pages/edit-notifications

You can spend your points by clicking on the "Rewards" tab and you will see a list of all the discounts you can redeem your points for.

 There is also an option to spend your points on the Checkout page!

Although all products add to your points total, shipping is not included.

If you’re having trouble knitting your Westknits pattern you can get in touch with team Westknits by emailing support@westknits.com
and they’ll be more than happy to help!

If you can't find your email with your unique Westknits download code, please send us an email to info@stephenandpenelope.com  and we'll be more than happy to help. Sometimes our emails end up in spam folders so it's always worth double checking it hasn't been sent there by accident.

If you don't use Ravelry, please just send an email to hello@westknits.com and the Westknits team will be more than happy to help!

If you can't find your email with your unique Westknits download code, please send us an email to info@stephenandpenelope.com  and we'll be more than happy to help. Sometimes our emails end up in spam folders so it's always worth double checking it hasn't been sent there by accident.

Most of our Westknits kits include a download code for any Westknits pattern of your choice. Once we have shipped your order you will receive an email containing your personal code to use on ravelry.com.