Welcome to our FAQ page! Here you’ll find answers to frequently asked questions by our customers about our services, including order tracking, delivery, return policies, payment options, and more. If you have additional questions, our customer support team is always ready to assist you.
How do I track my order?
After placing an order, you will receive an email with your order tracking information. This will include a tracking number and a link to the courier’s website where you can monitor the status of your delivery. If you have any issues with tracking your order, please contact our customer support team for assistance.
How do I receive my order?
Your order will be delivered to the address you provided during the checkout process. Please ensure that the delivery address is accurate and complete to avoid any delays. Our delivery team will drop off the package at your specified location.
What is the return policy on products?
For details on our return policy, please visit our Refunds Policy page. Here, you will find information on return eligibility, the return process, and any applicable conditions. Please ensure that you review this information before initiating a return.
How long will the delivery take?
The delivery time will depend on your location. Typically, orders within urban areas are delivered within 3-5 business days, while deliveries to rural areas may take up to 7-10 business days. Please note that these are estimates and actual delivery times may vary.
Do you ship internationally?
Currently, our products are only available for delivery within South Africa. We do not offer international shipping at this time.
How do I cancel my order?
If you have made an error in your order and wish to either cancel it or amend it, please contact our customer support team as soon as possible. We will do our best to assist you with your query.
Why was my order cancelled?
We aim to deliver, but unfortunately, we occasionally need to cancel an order. Cancellations occur when a product becomes unavailable after you have placed an order, in this case, we will provide a refund. Non-payment of goods within a specified timeframe may also lead to the cancellation of an order. For more details, please refer to our Terms and Conditions.
What are your payment options?
We offer several secure payment options for your convenience, including PayFast, Debit and Credit card payments, and direct bank transfers. Choose the option that best suits you during the checkout process.
What happens when my goods are damaged?
If you receive damaged goods, please contact Spindle & Loom within 10 days to arrange a return. Please provide additional photos and videos showing the issue. Our team will assess the situation and arrange for a replacement or refund as necessary.
How do I create an account?
To create an account, visit our account page and fill in your address and other required details. A new password will be sent to your email address. Follow the instructions in the email to complete your registration.
How do I contact Spindle & Loom?
You can reach us by calling +27 11 608 4270 or by sending an email to sales@spindleandloom.co.za. Our friendly customer support team is ready to assist you with any inquiries or issues you may have.
For more information, you can call our customer support team at +27 11 608 4270.