2020

Twisted is Online Only

On January 6, 2020, Twisted announced that we would be closing our brick and mortar storefront and transitioning to online-only sales at the end of March 2020. Obviously, a lot has changed in the world since then. Due to the novel corona virus pandemic, our physical store closed a bit earlier than planned on March 17, 2020.

Because Twisted is now an online-only business, we are fully operational, fulfilling your orders every day! We're grateful to have the capacity to continue operating during these wild times. There are many changes from the way we operated for 13 years as a brick and mortar LYS, though. We've done our best to outline these below.

To be completely clear, the brick and mortar store is not re-opening. The closure, while more rapid than planned, is permanent, and our warehouse will soon be moving to a new location. We're excited for a new chapter in the Twisted story!

If you're looking to buy a business, Twisted remains for sale. Drop us a line - serious inquiries only, please.

Gift cards, store credit, and loyalty rewards

Gift cards, store credit, and loyalty rewards points are all still usable online just as always!

Gift cards can be redeemed at checkout. Enter your gift card number where indicated in the right sidebar. Some very old gift cards with fewer than 8 digits will need to have zeros (0s) added to the end so that they reach 8 digits. For example, 123456 would be entered as 12345600. Enter all characters as shown, including hyphens (-).

Store credit can be redeemed just like a gift card by entering the code that we emailed to you. If you did not receive an email or phone call about your existing store credit please contact us! There were some instances in which the contact information we had for customers was no longer valid.

Loyalty rewards points are even easier to earn and use than ever. Learn more about our loyalty rewards program here.

No in-store or curbside pickup

For the safety of our staff and customers, we are not offering in-store or curbside pick-up. We also are not allowing drop-offs of items to return. We believe the safest way to serve you right now is via mail.

Our hardworking team members are already putting themselves at risk leaving their homes at all. We've gone to great lengths to create a work environment that is as safe as possible, and unnecessary contact with potentially dozens of people a day is incompatible with social distancing. In limited tests of store pickup that we've run, staff simply did not feel safe. (Read more about our COVID-19 prevention policies.) With unemployment rates at near-historic highs and an economic depression looming, it is exploitative to ask workers to take plainly unnecessary risks for convenience or profit.

Thank you for understanding and allowing us to serve you safely via mail. Please stay home and stay safe!

Shipping

Most orders placed before noon Pacific Time will be shipped the next business day. If we have questions about your order we will delay shipment while we try to contact you. We will usually try to contact you for three days, then make our best guess and ship your order.

Keep in mind that the USPS does not pick up on Sundays. That means, for example, that an order placed Friday afternoon will be processed by us on Saturday and enter the mail stream on Monday.

Take note of the insurance and tracking information options provided for each shipping method at checkout. Cheaper shipping methods may not come with insurance or tracking, meaning a lost package just falls off the face of the earth without recourse. We recommend priority mail, which comes with both insurance and tracking. Please see our shipping policies page for more information.

COVID-19 SHIPPING DELAYS: Due to the COVID-19 pandemic, the entire postal system is overburdened to the point of near chaos at present. It is a giant pile of bonkers out there, y'all. While we are meeting our in-house processing times, the USPS very much is not. That means that the shipping time estimates automatically provided by the USPS at checkout should be treated as low-end guesses. They are not guaranteed. Plan on several extra days. Per USPS guidelines, a package is not considered "lost" until up to 14 days after the end of the estimated delivery window. Please see our shipping policies page for more information.

AND COVID-19 RELATED SHIPPING SHENANIGANS: The strain on the USPS is also occasionally manifesting as any of a number of bizarre and incorrect messages. One that we're seeing is an alert that a package is undeliverable. These packages are usually delivered one or two days later. Likewise, packages are sometimes being errantly marked by the USPS as delivered when they haven't been. Again, these usually show up within a few days.

Please help our small team help you most efficiently by waiting a few days to see if these USPS errors sort themselves out before contacting us. Usually, we're as baffled by it as you are. It's maddening and we 100% share your frustration! And - let's all remember to be extra kind to stressed out and overworked essential workers like delivery people right now!

Returns & Exchanges

We have created a new self-service returns portal to make your returns and exchanges as easy and quick as possible.

Please notify us within 7 days of damaged, defective, or incorrect items. We do not accept returns on clearance items, books, patterns, magazines, needles, hooks, wound yarn, or used/opened merchandise. Other items in new condition may be returned for store credit or a refund to the original payment method (less shipping charges) within 14 days of the order. Store credit will be given for returns within 60 days of the order. We do not pay for shipping charges in either direction for returns. Read our full returns policy here.

Shopping Help via Zoom

We are now offering personal shopping help via Zoom.

Classes via Zoom

We are now offering private lessons via Zoom.

COVID-19 Response

We've gone to great lengths to create a work environment that is as safe as possible for our team members. Read more about our COVID-19 prevention policies.

 


UPDATE 3/17/2020

Due to the COVID-19 pandemic, we have made the difficult decision to close Twisted's brick and mortar store and move to online-only sales. As many of you know, we had already been planning to close our physical location at the end of March. The pandemic has moved up our timetable by two weeks.

This change is effective immediately. Instead of free in-store and curbside pickup, for the time being we are offering free shipping on all orders mailed to a Portland, Oregon address. We've also lowered the free shipping threshold on most U.S. orders to $25.

It breaks our hearts not to see our beloved in-store customers one more time, but we have an ethical obligation to safeguard the health of our staff, customers, and community. Right now, closing the shop is the best way we can do that.

Thank you for supporting our shop for almost 13 years. We love you and have loved being a part of Portland's yarn community. Please stay safe and support one another, friends.

 

UPDATE 3/13/2020

Thank you all for the love and support as we transition to closing our retail shop on NE Broadway in order to focus on our online store. This hasn’t been an easy decision, but we know we’re doing the right thing. Change is good, even when it’s hard.

The final day of our brick and mortar shop is scheduled for Monday, March 30. We don't expect this will change... but anything is possible with the current pandemic crisis. That said, we have canceled the party we were planning for our last day. Please join us by shopping online for discounts on selected items over the next two weeks.

P.S. Don’t forget! Your Store Credit, Gift Cards, and Loyalty Rewards points are and will remain valid online, so you can continue to use and accumulate them online once the brick and mortar store is closed.

 

 

UPDATE 1/20/2020

Twisted's brick and mortar shop will be closed on Tuesdays starting this week. Our fantastic staff members are committed to providing excellent customer service and have been working exceptionally hard during this tumultuous time. To maintain our high standards for the in-store experience as team members move on to new opportunities (and in one case motherhood!), we need to reduce our hours of operation. We're having to take this step earlier than hoped, and we apologize for any inconvenience it causes.

The online shop will remain open all days and hours. Orders placed online will continue to be fulfilled and shipped without interruption.

Thank you for understanding and continuing to support our incredible team of staff members as we search for Twisted's next owner!

for any inconvenience it causes.

The online shop will remain open all days and hours. Orders placed online will continue to be fulfilled and shipped without interruption.

Thank you for understanding and continuing to support our incredible team of staff members as we search for Twisted's next owner!


SALE INQUIRIES

Twisted - both the shop on NE Broadway and online at twistedyarnshop.com - remains for sale. Seriously interested parties may request more information by emailing 2020@twistedyarnshop.com. Sincere inquiries only, please.


THE LONG VERSION

Twisted owner Emily Williams cannot pick her favorite knit item. Not even close. A Christmas stocking by her mother Carol, a blanket by her grandma Helen, scores of hats and shawls designed by friends… each item, and the person who made it, is uniquely precious. But it is when describing one particular piece that she inevitably cries: the final sweater knit by her grandmother Marian.

“I remember her hands so distinctly,” Emily says. “They were usually knitting, and she used them to make that sweater just for me. She knit every stitch with her hands and mind and memory and time and love.” Emily’s grandmother was unable to finish the last part of the sweater when she grew ill, so Emily picked up where she left off and worked the last few rows sitting at her side. Marian watched, sharing tips for the perfect mattress stitch seam.

Emily had learned to knit years before that, picking up a love of warm woolly yarns and intricate cable patterns from her mother and grandmothers. It would be years before she took up the craft in earnest, when a bad dorm-room haircut left her with a buzzed, chilly head in need of a hat. After graduation, Emily worked in the Mental Health Division at the Portland VA Medical Center. It was a rewarding job but also a taxing one, and to unwind after work Emily would knit in a group with friends. She found herself drawn not only to the process of knitting, of creating something tangible after a day spent on data entry and hard conversations, but also to the sense of community she experienced knitting alongside other people.

Emily and one of those friends, Shannon Squire, hatched a plan to open a friendly, warm, supportive yarn shop that would welcome yarn lovers exactly as they were. A space where knitters of all ages, genders, skill levels, and backgrounds would gather, feel appreciated, and have access to experts who could help them source the best products for their projects. That idea eventually became Twisted.

A YARN COMMUNITY IS BORN

Twisted opened in June 2007. Across the nation, people of all ages were discovering a renewed interest in DIY and craft, and particularly the arts of knitting and crocheting. Over the years, Twisted contributed to a burgeoning regional craft and DIY community in the Pacific Northwest. Thanks to its wonderfully talented and hardworking staff, the shop thrived.

Over the last 12+ years, Emily met some of her closest friends at Twisted - several she refers to as sisters. She is grateful to her friends, customers, employees, and the Portland small business community for their endless support over the years. “I can’t even begin to figure out how to say how much I appreciate every person who has shopped here. And the team of brilliant, funny, wise, creative, loyal people I’ve worked with is like something from a novel,” she says. “They all helped me make my dream come true. It’s amazing.”

A SMART SMALL BUSINESS

Running a small business of any sort isn’t easy, especially a boutique craft shop focused on customer service. After becoming sole owner of the shop in 2013, Emily worked diligently to streamline operations and run Twisted as efficiently as possible, without losing sight of the original vision for a warm atmosphere where all people were accepted.

Along the way, Emily built an online storefront - often coding the site herself in the wee hours of the morning - to allow customers all over the world to easily find quality knitting products. The online store expanded over time and is now a thriving business in its own right.

THE NEXT CHAPTER UNFOLDS

Over the past dozen-plus years, running Twisted has become an all-consuming labor of love for Emily. She knows every creak of their century-old building, every bug in the point of sale program, and exactly how to Fonzi open the cash drawer when it sticks. Though Emily had obsessively optimized Twisted operations, it required every ounce of her energy, leaving room for little else. In the past few years, it became clear that heaping all her time and attention on work meant she was neglecting other aspects of her life, and that it was time for a change.

Desiring a more sustainable and healthy life and unable to find a buyer for the shop, Emily made the difficult decision to shift her focus to Twisted’s online store, create space for balance, and close the retail location in Portland.

A LASTING LEGACY IN THE KNITTING COMMUNITY

Knitting is as much about legacy as it is about craft. A knit sweater is more than just a piece of clothing; it is a link in a chain of love and learning, a physical manifestation of technique and care passed down through generations. Just as Emily’s grandmother lives on in the knowledge she passed to Emily, Twisted’s legacy will live on in Portland’s thriving knitting community.

You can stay in touch with Twisted through the online store and by subscribing to the Twisted newsletter. Though the retail store in Portland is closing, Twisted’s story is far from over.


A NOTE FROM EMILY

Dear Beloved Customers,

With a new decade comes big change.

Twisted is transitioning to become an online-only shop. At the end of March I will be closing Twisted’s brick and mortar location on NE Broadway to focus on our online store, as well as foster a healthier, more sustainable personal life. Store credit, gift cards, and loyalty points will all remain valid and easy to use online.

This hasn’t been an easy or quick decision, to say the least, so I wanted to share with you more about why this is happening.

A KNITTER’S STORY

I began my knitting journey as a child, learning from my mother and grandmothers. During a year abroad in college, I took it up in earnest. After college I worked for several years in the Mental Health Division at the Portland VA Medical Center, a particularly taxing (and rewarding) job. To unwind, I would knit in a group with coworkers. I found myself drawn not only to the act of knitting, but also to the sense of community I experienced knitting alongside others.

That knitting group is where a friend, Shannon Squire, and I hatched the idea to send our lives on a hard left turn and start a small business. We wanted to create a yarn shop where knitters of all ages, genders, and skill levels could gather, a welcoming place where experts could help them find the best products for their projects. Twisted opened in 2007. It’s been a dream come true, and a labor of love—humbling, hard, joyful, and everything in between.

Thanks to an incredibly talented and generous staff, who I can never ever possibly thank enough, the shop thrived. I couldn’t be more proud of the welcoming environment we created in our shop.

A TIME FOR CHANGE

Running a small business of any sort isn’t easy, especially one so focused on providing exceptional service for luxury goods. After over 12 years of running a retail shop on NE Broadway in Portland I have come to realize that my passion for Twisted means I am neglecting far too many aspects of my personal life. This is not how I want to move through the world, and it is time for a change. Having been unable to find a buyer for the shop, I’m choosing to re-balance my life by closing the brick and mortar shop.

I am so thankful to you for your support over the years. This dream would have never been possible without you. It has been a true joy getting to know you.

COME CELEBRATE WITH US!

These next few months will be amazing, if bittersweet, as we wrap up projects in the shop and prepare to bid farewell to the space. We hope that shop hours will remain the same through the end of March, though that could change as our staff members begin to move on to new opportunities.

Twisted will still participate in the annual Rose City Yarn Crawl March 5-8. Always an extravaganza, this year will be an extra special thank you to the Portland knitting community for its years of support. Stop by to share your memories and chat about your projects. We’ll share more information on our social media and in upcoming store newsletters.

ONLINE STORE + STORE CREDIT + GIFT CARDS + LOYALTY REWARDS

Accumulated store credit and gift cards and loyalty rewards points are valid both in-store and online! The online shop will continue to sell many of the same brands, though some we will not be eligible to carry any more after the retail location closes. The brick and mortar shop will be open through the end of March - about three more months. After that you will still be able to earn and spend your store credit, gift cards, and loyalty points online just as always.

STAY IN TOUCH

I know this change may be hard for you, as it has been and will be for me. When you're feeling sad, please still be kind to and supportive of the Twistedistas, each and every one of whom is an extraordinary human who I am grateful to have had the opportunity to work beside. If you have any questions, you can contact us at 2020@twistedyarnshop.com.

Thank you, from the bottom of my heart!
Emily Williams