I called to exchange yarn color for a kit I purchased (11 skeins). The customer service representative was very pleasant and accommodating; however, Lion Brand does not allow for exchanges. So I had to pay the original order shipping fee; pay to ship that yarn back; pay for an entirely new order including another shipping fee. I do a lot of on-line shopping and there is always a mechanism for making exchanges and waiving some of the shipping charges. I'll think twice before I make another on-line Lion Brand purchase. TERRIBLE POLICY! User's recommendation: Choose with care or purchase at a store.