FYI + Q&A


Commonly asked questions I receive. If you have a question, chances are that it has been asked before. If after reading through the FAQs you find that your question is still unanswered, please use the Contact tab to get in touch with me.

1. What is the difference between production time and turnaround time?
Production time is the time period after you place your order (when I receive payment) in which I order the materials to make your piece(s) and the time it takes to actually create the piece(s). Turnaround time is the production time + shipping time. Turnaround time is from the point of purchase up to when you receive your completed order. Shipping times may vary, depending on your location, the Post Office, weather, etc. Generally, for USA orders, this ship time is less than five business days. So, if I have it stated that my current production time is four weeks, you can generally expect the total turnaround time to be close to five weeks.

2. Which types of material do you use? 
Most of my items are created using organic fibers. The majority of my items are made from either alpaca or angora yarns. Both of these fibers are perfect for even the most sensitive skin types, as they are very soft and gentle to the touch. However, some people have allergies to these fibers. Please keep this in mind. I am not responsible for any issues that may arise from using my products. Use your best judgement. 

3. I’m a newborn photographer. Do you offer discounts? 

I do offer discounts. However, there are exceptions. I do not offer discounts for in-use images. My main customer base is the newborn photography industry. I also rarely run discounted sales. In order to run a viable business that pays for all business expenses, and that I can make enough for all of my hard worked time, I keep discounts and sales to a minimum. However, ALL orders receive a special discount. If you become a repeat customer, you will have a discount to use for each new, future order. 

4. What is the difference between the lovie sizes? 
There are 3 sizes. Original, medium, and bitty. The original is the size I originally created- the biggest size. Bitty is much smaller. The medium is a happy middle size, between those two. Bitty and medium, the arms are not stuffed (the original size are). Most lovies are now (as of June 2019) the medium size. Unless otherwise noted.    



5. Why is your 'production time' sometimes so long? 
Great question! This is due to a couple of reasons:
1) I do not order the material for your order until I receive payment. And I try to make yarn/material orders in groups (once I receive x-amount of orders). This helps cut down on costs for you and me! Because of this, I only open the shop up at specific times. And then within days, after receiving x-amount of orders, I close shop. I then place my material order. This can sometimes take up to two weeks alone! (for me to receive my material order and begin working on orders)
2) Most importantly, I am only one person. I knit each piece by hand. And I generally work on orders in a first come, first serve basis - unless other arrangements have been made (please contact me to discuss a rush order - I will try to make accommodations when I am able).

6. I noticed a price increase. Why is this? 
Most rates from before 04.15.15 were introductory prices. These knits can take me anywhere from 2 to 10 hours to make (depending on style and detail of the item)! I hand knit each item by hand, by myself. I have to price accordingly to make them worth my time. I am running a business. I have business expenses to cover, as well. Cost of material and supplies. Taxes. And all other codb expenses. Any of these can increase in cost, which in turn increase my rates. The price increase reflects all of these factors. 

7. I noticed most of your rompers come with loose string ties. Can I order this with thick straps instead? 
Of course! There is a 'halter option' that is available upon request.
I can usually accommodate any changes like this - just use the Contact tab to touch base with me about making any changes, *before* you place your order. I can then setup a custom listing for you.

8. How do I tag your business page on Facebook? Since I changed my business name from Lee Crochet to Heartstrings, it’s become difficult for customers/fans to tag my page. I have found that typing this seems to work great in pulling up my business page: @susi heartstrings (Just remember to double check for the image by Sandra Hill Photography of the {WILLOW} luxe angora bear set in the aqua color - it is the profile image associated with my business page.)

9. Do you accept returns/exchanges?

No, I don’t. Only in special circumstance will I consider offering an exchange, or allow a return. Due to the handmade nature of my products, returns/exchanges/refunds are not accepted.