Here are a few answers to questions you may have. If you don't find the answer you need here, please get in touch.

Our catalogue

Buying online

Shipping information

Returns, refunds, etc.

My online account

Product information


Q. How can I get a Bergère de France catalog?

A. If you are a new customer, you can get your catalog for free by creating a new account on our site.

To ensure that your registration goes smoothly please take note of the following:

1) First make sure that your request is set to yes where the pink arrow is pointing. By doing so, address fields will appear along the bottom of the form.
2) You only need to fill the fields with an asterisk. If you enter your date of birth, take note to enter it in the DD MM YYYY format as shown (example: 30 01 1940) or it will not save. The phone number only accepts 10 digit numbers, so if yours is longer leave this field blank.

By following these steps, your request should successfully go through.

If you have ordered from us in the past year, you should receive a catalog for free automatically.

If you already have an account with us but have not yet ordered, you can purchase the catalogue here.


Q. Is the catalogue really free?

A. Unless you have purchased the catalogue as part of an order, the catalogue is free, including shipping. For orders outside USA and Canada, please visit www.bergeredefrance.co.uk.

 


Q. Does the catalogue include any patterns?

A. No, the catalogue is only to give you a closer look (and touch) at our yarns, designs and other accessories. To knit the designs featured in the catalogue, you will need to purchase our annual pattern book which includes the 168 patterns for the collection.

 


Q. How can I buy Bergère de France products?

A. There are 2 ways to buy our products:

  • In store: You can find our yarns and patterns in local yarn stores in the USA and Canada, as well as France, the UK and Ireland. Click here to find a shop near you.
  • Online : Our website is available 24/7.

 


Q. What payment options are available?

A. When you buy online with us, you can pay by MasterCard or Visa through our secure payment partner. Your card information is directly transmitted to the secure payment site and we have no access to it.

 


Q. Can I update my order?

A. Once your order has been confirmed, you can't change it online as it is sent directly to be prepared. If you need to change your  order or have any questions about it, please get in touch.

 


Q. I have ordered online, but I haven't received a confirmation email. What's up?

A. First, check online if the order appears in your account area. Also check if your email address is correct in your personal information section. If you still have a question about your order, let us know.

 


Q. How can I check if a product is available?

A. Our website is updated every day with stock availability for all our products. If you have any questions about the availability of a product, please get in touch.

 


Q. Can I get the same deals online and in a store?

A. The stores that sell our products in the USA and Canada are independant and have their own pricing and promotions. This means that you probably won't get the same deal at the same time online and in the shops as the one advertised on our site. You can always call your local yarn store to check what their current promotions/sales are.

 


Q. What are Reward points and how can I use them?

Our Reward Points program allows you to earn points for certain actions you take on the site. Points are awarded for actions such as inviting friends to order from the site, or subscribing to the newsletter.

Once you register you will be able to earn reward points, which are then redeemable at time of purchase towards the cost of your order. Rewards are an added bonus to your shopping experience on the site and just one of the ways we thank you for being a loyal customer.

Earning Reward Points

Rewards can currently be earned for the following actions:

  • Subscribing to a newsletter for the first time = 100 points
  • Converting Invitations to Order = 100 points for every invitation you send out which leads to a first sale.

Redeeming Reward Points

You can redeem your reward points at checkout. If you have accumulated enough points to redeem them you will have the option of using points as one of the payment methods. The option to use reward points, as well as your balance and the monetary equivalent this balance, will be shown to you in the Payment Method area of the checkout. Redeemable reward points can be used in conjunction with other payment methods such as credit cards, gift cards and more.

Fair use policy

The reward points system is limited to the use of one person per household (same street address). Our system automatically detects abuse of the reward points offer and will block any orders detected as suspicious. If your order is blocked, you can request a refund of any payment that may have been taken from your account and the order will then be cancelled. If you have had a blocked order, you can still order from us again, but without using reward points as payment.

Reward Points Minimums and Maximums

You will need a minimum of 100 points to be able to use them at the checkout. There is no maximum to the number of points you can earn.

Managing My Reward Points

You have the ability to view and manage your points through your Customer Account. From your account you will be able to view your total points (and currency equivalent), minimum needed to redeem, whether you have reached the maximum points limit and a cumulative history of points acquired, redeemed and lost. The history record will retain and display historical rates and currency for informational purposes. The history will also show you comprehensive informational messages regarding points, including expiration notifications.

Reward Points Expiration

Points will expire 6 months after the date they were first earned.

Note: You can sign up to receive email notifications each time your balance changes when you either earn, redeem or lose points, as well as point expiration notifications. This option is found in the Reward Points section of the My Account area.

 


Q. What are the shipping options? How long will it take?

A. Most of our orders are dispatched within 5 days of order confirmation.  After dispatch, shipping times can vary depending on distance, etc.

 


Q. How much does shipping cost?

A. Shipping within Canada is a flat rate of $8.90. If you live within the USA, please place your order on www.bergeredefrance.com.

 


Q. How can I track my order?

A. When you order online, you can follow your order's progress in your account area until it leaves Bergère de France. Once it has been dispatched, it can be tracked, depending on the postal service that is being used. If you would like to find out where your delivery is, please contact us.

 


Q. Do you deliver internationally?

A. Our orders for North America are sent from our offices in Montreal, Canada. If you live outside North America, you can order from our other websites: in French or in English. Both sites deliver worldwide.

 


Q. I ordered too many skeins, can I send back the remainder?

A. If you ordered them less than 3 months before, you can send back your remaining skeins for a refund in store credit. The skeins must be in perfect condition for resale: not started and with the label intact.

Simply return the skeins to:

Bergère de France 
100 Marie-Victorin Blvd
Boucherville QC
J4B 1V6
Canada 

Please include a copy of your receipt, featuring your customer ID number so we can credit the amount to your account.

 


Q. I didn't order enough skeins to finish my project, what should I do?

A. The colour of a yarn can vary in very subtle ways from batch to batch. To avoid any colour differences in your finished pieces, we recommend that you always use yarn from the same dye lot in any one project. You can find the dye lot number on the label, along with the product reference.

If you have run out of wool for your project and you want to order more from the same dye lot, you can use this form to add it to your shopping cart. You can order up to 3 skeins per dye lot, subject to availability.

 


Q. How can I return a product?

A. If any of our products did not meet your expectations, you can send it back for a refund or store credit.
Simply return the products to: 

Bergère de France 
100 Marie-Victorin Blvd
Boucherville QC
J4B 1V6
Canada 

Please include a copy of your receipt, featuring your customer ID number so we can credit the amount to your account. Postal costs for the return will be at your charge.

 


Q. How can I manage what emails I get from Bergère de France?

A. You can choose whether you want to receive our free newsletter with our latest offers and promotions in your account section. Simply log in and click on My Newsletters.

 


Q. How can I update my personal information?

A. You can update your personal information online at any time by accessing the My Account area. Please note that if you have an order that is still being prepared, the changes to your account will not affect that particular order. If you need to correct the information for a particular order, please get in touch.

 


Q. What are the advantages of creating an account?

A. You can order online without creating an account, but if you do create one, it will only take a few extra clicks. Here are some of the extras that come with having an account:

  • You can check your order history at any time, and re-use previous orders if you want to order the same thing again.
  • Save several postal addresses that you can choose from when ordering.
  • Love a product but want to put it aside to order later? Want to make a list of gift ideas for your friends and family to pick from? Simply browse the site and add whatever tickles your fancy to your very own wishlist.
  • Comment on all our products, tell us what you love and what we can improve on...
  • Manage your newsletter subscription to be the first to hear about our latest offers and promotions.

 


Q. Oops, I've forgotten my password, what should I do?

A. Don't panic! Just enter your email address on this page and we'll send you a new one. Don't forget to change it in your Account information to something easier to remember.

 


Q. Oops, I can't find my customer ID number, what should I do?

A. You can find your customer ID number on any previous receipts from online orders. If you still can't find it, drop us an email including your name and full postal address and we'll look it up for you.

 


Q. Is my personal information safe with you?

A. Our website is hosted in France and complies with strict data protection and access laws (loi n° 78-17 du 6 janvier 1978, Informatique et Libertés, articles 38, 39, 40). You have a right to access, modify and delete any information relating to you on simple request. All your payment information is handled directly by our secure payment partner and is not transmitted to us at any point.

 


Q. Have you got any tips on caring for my hand knitted creations?

A. To ensure you give your hand made garments the care they deserve, make sure you follow the indications on the paper label from the skeins of wool you made it with. Keep one of the labels safe for further reference. You can also find the care symbols for our yarns online. Here are a few more tips:

During knitting/crocheting:

  • Before you begin, check your needles are in good shape. Snags, rust and other irregularities on the needles can catch and damage the wool. Take good care of your hands too: use a moisturising hand cream to keep them soft and avoid snagging the wool.
  • When knitting, avoid wearing clothes made of synthetic materials such as nylon, as they can rub on the wool and form burrs.
  • When knitting, make sure you always finish your row before putting your knitting down, as stopping mid-row can distort or stretch the stiches between the needles.

Caring for the finished product:

  • Washing in very cold water can be as damaging as using water that's too hot. A luke warm 30°C (86°F) is the perfect temperature for your knits (unless otherwise indicated). Never exceed 30°C and 800rpm when machine washing.
  • Always turn your garments inside out when washing them, so that the drum of the washing machine doesn't rub and damage them. If your garment is in a particularly fragile yarn (eyelash yarns, loopy yarns, hand-spun yarns...) wash them in a washing bag or in a pillowcase.
  • To avoid felting, never let your wool garments soak, and only use a small dose of detergent.
  • Over the first few washes, it is quite normal for the dye to run a little. The colour will stabilise in 2 or 3 washes. It is therefore best to wash your garment on its own the first few times, or use a "dye magnet" product. These products are also useful if your garment uses a mixture of light and dark colours
  • Never use a fabric softener when caring for hand knits. The softener can make the yarn slippery and the stiches may slide and distort during drying.
  • Squeeze out all the excess water and dry flat, away from any heat sources. Hanging or drying a hand knitted garment next to a heat source can cause it to distort.
  • When ironing, never put the iron into direct contact with your hand knitted garment. Use the steam function of your iron and press down on the garment with your hand or a wad of neutral coloured cloth. You can also use a damping cloth (except for synthetic yarns which you should never iron).
  • If your garment still gets little pills of wool, use a pill remover.
  • All yarns can be spun dry up to 800rpm maximum.

 


Q. What do the symbols on the label mean?

A. Here are the most common symbols that you will find on our yarn labels and on the website. 

Lavage à 30°Machine washable at a maximum of 30°C on a wool or delicates programme. Avoid using fabric softener when machine washing hand-knitted garments.

lavage main Hand wash only in luke warm water. Wash and rinse carefully at the same recommended temperature. Squeeze out excess water without wringing, by wrapping the garment in a towel.

Ne supporte pas l'eau de javel Do not use bleach.

Nettoyage à sec profesionnel Dry cleaning by a professional is authorised.

Séchage en machine interdit No machine drying or spin drying. Dry flat away from light and heat.

Séchage en machine Machine dry or spin dry at low temperature.

repassage fer doux Iron at a low temperature.

pas de repassage Do not iron or steam.

Woolmark labels

WoolmarkWoolmarkGarments made completely with yarns that carry the Woolmark label can be machine washed (blue label) or machine washed and dried (red label) following the recommendations of your washing machine or drier.

 

 


Q. How can I use Bergère de France yarns on my knitting machine?

A. We have plenty of yarns and designs that are suitable for knitting machines. When looking at one of our yarns, check that the "machine knitting" icon is present on its label or online product info. Yarns that don't have this icon are not suited to machine knitting.

For all the instructions to set up your knitting machine for our yarns, see your Bergère de France pattern book.

 


Q. What are virtual gift cards? How do I use them?

What is a Virtual Gift Card?
We have a range of Virtual Gift Cards available for you to treat your favourite crafter with. They exist in a range of amounts. These virtual gift cards are delivered in the form of an email that can be sent directly to the recipient or sent to your own address to print out or forward at the right moment.

How do I order my chosen Virtual Gift Card(s)?
First select the card amount you want to order and complete the form with the email address, name and message for the recipient. You can order several cards at a time, either for different people (in that case, fill in a form for each and add each one to the shopping cart) or for the same person (in this case, fill in the form once and increase the number with the "+" sign before adding to your cart).

How should I use a gift card that I have received?
On each gift card is a unique code that can be entered on the checkout step of your order. You can use a gift card for part or all of your order, including delivery. If the amount left on your card is higher than the total of your order, the remaining money will be left on the card and you can use the same code again for a different order. To check the amount left on a gift card, log into your account, click on the "gift cards" tab on the right hand side and enter the code into the box.


Q. I am having problems using the site, what's up?

A. For best results, we recommend using a recent browser and a screen resolution of at least 1024x768. To update your browser, you can click on one of the links below.
Internet Explorer (Higher than 6): Download here
Safari (Default browser for Mac OS) : Download here
Mozilla Firefox : Download here
Google Chrome : Download here
 
Some of our pages use Adobe Flash : Download here

If you are still having problems using our site, contact us.

 


Q. What size needles should I order/use?

A. There are different sizes in different countries, and it can all get rather confusing when you're using a pattern from one country and needles from another... All needle sizes mentioned in our patterns or our product descriptions are in mm. Here is a chart to help you find the perfect match for your project:

Metric size (mm) US size UK/Canada size Japanese size
2.0 0 14  
2.1     0
2.25 1 13  
2.4     1
2.5      
2.7     2
2.75 2 12  
3.0   11 3
3.25 3 10  
3.3     4
3.5 4    
3.6     5
3.75 5 9  
3.9     6
4.0 6 8  
4.2     7
4.5 7 7 8
4.8     9
Metric size (mm) US size UK/Canada size Japanese size
5.0 8 6  
5.1     10
5.4     11
5.5 9 5  
5.7     12
6.0 10 4 13
6.3     14
6.5 10 ½ 3  
6.6     15
7.0   2 7 mm
7.5   1  
8.0 11 0 8 mm
9.0 13 00 9 mm
10.0 15 000 10 mm
12.0 17    
16.0 19    
19.0 35    
25.0 50    

 
If in doubt, a needle gauge is your best friend!

 

 


Q. I'm not sure what size to choose, can you help?

A. Of course! All the sizes used in our products use the standard French/European sizes, and all lengths and weights are expressed in metric (m, cm, mm, g, kg...). If you're having trouble working out which size to make, use the chart below. We recommend you base your choice on measurements rather than dress size, as this size varies from brand to brand. We are including UK & US dress sizes as a rough guide only.

 

women's sizes


Size to select

S

M

L

XL

XXL

XXXL (3XL)

F/EU size

36/38

40/42

44/46

48/50

52/54

56/58

UK size

8/10

12/14

16/18

20/22

24/26

28/30

US size

32

34

36

38

40

42

Bust

cm

83/90

91/98

99/106

107/114

115/122

123/130

in

32.7/35.4

35.8/38.5

38.9/41.7

42.1/44.8

45.2/48

48.4/51

Waist

cm

61/68

69/76

77/84

85/92

93/100

101/108

in

24/26.7

27.1/30

30.3/33

33.4/36.2

36.6/39.3

39.7/42.5

Hip

cm

89/96

97/104

105/112

113/120

121/128

129/136

in

35/37.7

38.1/40.9

41.3/44

44.4/47.2

47.6/50.3

50.7/53.5

 

men's sizes


Size to select

M

L

XL

XXL

F/EU size

40/42

44/46

48/50

52/54

Bust

cm

94/101

102/109

110/117

118/125

in

37/39.7

40.1/42.9

43.3/46

46.4/49.2

 

juniors sizes


Size to select

4 years

6 years

8

10

12

14

Height

cm

90/105

106/116

117/128

129/140

141/152

153/164

 

in

35.4/41.3

41.7/45.6

46/50.4

50.7/55.1

55.5/60

60.2/64.5

 

 


Q. What does your name mean? How should I pronounce it?

A. "Bergère" is French for shepherdess, so the meaning of Bergère de France would be "The French Shepherdess". It is pronounced something like "bear share de France" although the French pronunciation of "g" is somewhat softer than the English "sh", and the "r" sounds are slightly rolled. Don't worry though, we don't mind if you get it wrong!