Frequently Asked Questions About Contact and Customer Service
Here you will find our contact details, telephone service hours and store opening times, as well as information about personal advice, product enquiries, dye lots and the availability of items in our store in Luxembourg.
You can contact us using our contact form, by email, by telephone or in person at our store in Luxembourg.
Contact form:
Go to the contact form
Email:
mail@wollzauber.com
Telephone:
+352 40 05 06
You can reach us by telephone from Monday to Saturday between 9:00 a.m. and 6:00 p.m.
During busy periods, we may not always be able to answer the telephone immediately. In this case, please try again later or use our contact form .
We process enquiries as quickly as possible. Depending on customer demand, the nature of your question or any additional information we need to obtain, processing may take a little longer.
If your enquiry concerns an existing order, please always include your order number. This helps us assign your request to the correct order more quickly.
Please also check your spam folder if you have not received a reply from us after some time.
To help us answer your enquiry quickly and accurately, please provide as much of the following information as possible:
- Your order number, if your enquiry concerns an order
- The item number or exact product name
- The required colour or colour number
- The dye lot number, where applicable
- A brief and accurate description of your question
For complaints, photographs of the affected item and, where applicable, the shipping packaging are also helpful.
You can find further information in our FAQ section Returns & Complaints .
Yes, we will be happy to help you choose suitable yarn and advise you about yarn qualities, quantities, needle sizes, substitute yarns and suitable knitting accessories.
The more information you provide about your project, the more accurately we can advise you. Helpful details include:
- The required size
- The knitting or crochet pattern being used
- The specified gauge
- The recommended needle or hook size
- The yardage and weight of the original yarn
- The required quantity of yarn
Please note that we can only estimate the required quantity as accurately as possible. The actual amount depends on factors including the size, pattern, gauge and your individual knitting or crochet style.
Yes, we will be happy to check whether a particular colour or dye lot is available.
Please provide the exact product name, colour number, required quantity and, where available, the dye lot number you are looking for.
A particular dye lot can only be guaranteed or reserved after we have expressly confirmed its availability.
Our tip: For one continuous project, order the full required quantity whenever possible. The same dye lot may no longer be available if you place a further order at a later date.
Yes, we will be happy to help you find a suitable substitute yarn.
Please provide as much of the following information as possible about the original yarn:
- Manufacturer and yarn name
- Fibre composition
- Yardage and ball weight
- Recommended needle or hook size
- Specified gauge
- Required quantity
- Preferred colour
We will then check which yarn may be suitable as an alternative.
Even yarns with a similar yardage and fibre composition can behave differently. You should therefore always make a new gauge swatch before beginning your project.
You can find our store in Luxembourg City at the following address:
Bastelkiste GmbH
17, rue du Fort Elisabeth
L-1463 Luxembourg
In addition to yarn and knitting accessories, our store offers a wide range of craft, art and creative materials.
If you are travelling to our store for a particular item, we recommend checking its availability in advance by telephone or through our contact form .
Our store is normally open from Monday to Saturday between 9:00 a.m. and 6:00 p.m.
Different opening hours may apply on public holidays, during special events or for operational reasons.
If you are travelling a longer distance, we recommend checking the current opening hours in advance or contacting us briefly by telephone.
Yes, you can view our range in the store and receive personal advice from our team.
Personal advice can be particularly helpful when choosing colours, materials, suitable yarn combinations or matching accessories.
You are welcome to bring your pattern, an existing yarn label or a gauge swatch with you. This helps us assess your project more accurately.
If you require a particular item, we recommend checking its availability before travelling to the store.
No. Our store in Luxembourg offers a considerably larger range than our online shop.
Some products, colours, sizes or variations may therefore only be available in our physical store and may not be displayed online.
If you are looking for a particular item that you cannot find online, please contact us.
Please provide the brand, product name, colour, size or item number whenever possible. We will then check whether the required item is available in our store.
If you are planning to visit us for a particular item, we recommend confirming its availability beforehand by telephone or through our contact form .
Whether an unavailable item can be reordered depends on the manufacturer, continued product availability and, where applicable, minimum order quantities.
Please send us the item number, exact product name, required colour or version and the quantity you need. We will be happy to check whether the item can be reordered.
We can only provide a binding delivery estimate once we have received the relevant information from the manufacturer or supplier.
An enquiry does not constitute a binding order or reservation. We will inform you of the next steps once we have checked availability.
Do you still have questions about our range or need personal advice? We will be happy to help.
Contact us