QUESTIONS? LOOK HERE.
FREQUENTLY ASKED QUESTIONS
HOW DOES THE ORDER PROCESS WORK & HOW LONG DOES IT TAKE TO PLACE AN ORDER AND RECEIVE IT?
Add your favourite goods to cart and confirm your purchase.
You will receive a confirmation email with your order number which will be your reference number throughout the entire order process. Please note that this is just a confirmation email and not a final quote don’t make payment without receiving a final quote.
We then begin to process your order by handing it over to the respective department. They confirm stock availability on the floor, should anything on your order be out of stock a consultant will contact you for a replacement or to cancel that item from your order. This can take 2-3 working days, most often sooner.
Your order then goes to our online department where your final quote is created, it then gets sent back to the department for final checking to ensure no mistakes were made and that all items are priced correctly and in stock, due to the nature of our store our products are sold online and in-store which can potentially cause the item to be out of stock. This can take 2-3 working days, most often sooner.
Once the departments signs of on the final quote, you will receive it on e-mail along with the banking details and your courier fees if you need the parcel delivered, please ensure that you use your order number or quote number to make payment, ensure that you make use of the correct order number and not previous order numbers every order placed gets a new order number. By using the correct order or quote number it makes it easier for us to allocate your payment to the correct order and this could potentially speed up the process of your order.
Kindly send us a proof of payment to firstname.lastname@example.org
Once your payment reflects in our account we then begin to prep your order for shipping. This can take 2-3 working days, most often sooner.
Delivery takes anything between 3-5 working days, which once again depends on the area.
You will receive an automated response with your tracking details.
If you placed an order for store collection you will be notified with an automated response and a consultant on WhatsApp that your order is ready for collection.
Kindly take note that if you can’t find our emails or automated responses check your spam folder and mark it as not spam, still not coming right get in touch with our General support on WhatsApp or email
WhatsApp: +27 63 662 5965
WHY AM I WAITING SO LONG FOR MY QUOTE?
Once we receive an order it is sent to the respective department so that we can ensure that the items are still in stock. Due to the nature of our business, items online can be sold in-store which could potentially cause the item to be out of stock. If the item is out of stock, a consultant will contact you to replace the item. Once everything has been checked, the department sends the order back to our online department, a quote is then generated which is then sent to you for payment. The process takes between (2 – 3 working days, most often sooner)
WHAT ARE OUR COURIER COSTS?
We try to charge the most affordable courier rates for each customer therefore we calculate courier costs using the weight of the parcel & area of delivery. We work on an estimate of R160. This can either be more or less depending on the above information.
ONCE PAYMENT IS MADE HOW LONG DOES DELIVERY TAKE?
We start processing your order as soon as payment reflects in our account. This can take +/-2 working days (depending on the volume of your order). Delivery takes anything between 3-5 working days, which once again depends on the area.
WHY ARE THERE NO BANKING DETAILS ON MY ORDER CONFIRMATION EMAIL?
Confirmation emails are to let you know that you have placed your order successfully and that we have received it. Due to the fact that we have to confirm stock availability and calculate your final courier costs, we do not add the banking details to the confirmation email. You will however receive a Quotation with the banking details. The quotation has the final total of your order.
CAN WE GET ORDERS READY FOR COLLECTION BEFORE PAYMENT IS MADE?
No, unfortunately we cannot prepare an order if we have not received payment. This especially applies to all cut items (fabrics, ribbons, trimmings etc.)
WHAT AMOUNT TO EXCEED TO RECEIVE FREE SHIPPING?
We don’t offer free shipping, your shipping fee is worked out on the size, weight of parcel and area of delivery.
CAN I ADD ON TO MY EXISTING ORDER?
When adding on to an existing order/quote delivery cost might be affected and it will delay the process time.
HOW WOULD I KNOW IF YOU HAVE RECEIVED MY PAYMENT?
Once we have received your payment, you will receive an automated email to inform you that we have received your payment and the status of your order.
To speed up the process please ensure that you use the HL order number on your quotation and send us a POP to email@example.com or to your Whatsapp Consultant.
PRODUCT & STOCK
HOW DO I WASH & CARE FOR MY FABRICS?
Most fabrics should be washed in cold water and preferably by hand. For a detailed step by step guide on how to care for your fabrics, please see link http://www.clothingdictionary.com/general_fabric_care_guide.htm
HOW DO I ADD A DECIMAL QUANTITY?
Unfortunately, our website does not allow for decimal quantities, however, you can stipulate in the notes section below your order as to which items you would like to add on a decimal quantity. We will add it onto your quotation (please do not make a payment before receiving your quotation)
HOW DO I FIND A PATTERN CATEGORY? EG: JACKET PATTERNS?
We are in the process of upgrading our site. You can simply browse by category & sub categories by clicking on Departments > Haberdashery > Motifs > Assorted Motifs. For now, please use our search function which will make your experience quicker
DOES CALICO SHRINK AFTER YOU WASH IT?
Yes, calico does shrink that’s why we always advise our clients to purchase a little extra.
WHAT IS THE SIZE OF THE SCATTER CUSHIONS?
Dimensions for items are ALWAYS stated either on the image, in the tittle or as a second image.
WHAT IS THE THREAD COUNT OF THAT FABRIC?
You will find the thread count in the description of our products.
I WOULD LIKE TO SEE THE TEXTURE OF THE FABRIC
We always include a second image that shows a close up of a fabric’s texture. If there is no second image available, you can hover your pointer over the swatch which will zoom into the product.
HOW TO DETERMINE THE WIDTH OF FABRIC ON OUR WEBSITE?
We always include the width of a fabric in the title of the product. Eg: PRINTED POLY COTTON (DESIGN 641) (115CM WIDE) (PER M)100833
WHAT IS THE GSM OF THIS FABRIC?
The weight of the fabrics may vary. Please enquire with our WhatsApp Consultant on the weight of the specific fabrics
RETURNS AND EXCHANGES
WHAT IS YOUR RETURN POLICY?
If you are not happy with your items, you may return selected items within 7days of purchasing. No returns on per meter cut items.
Please note that no merchandise will be refunded or exchanged without the original cash slip, as proof of purchase must be provided.
CAN I RETURN FABRIC THAT IS ALREADY CUT?
No returns or exchanges on per meter cut items (ribbons, trimmings, fabrics etc.) If the item was not handled and a flaw is found on the item, or we sent the incorrect item, we will gladly arrange for an exchange or refund.
CAN I RETURN GOODS WITHOUT A SLIP?
No, an original cash slip must be provided.
WHEN CAN I EXPECT A REFUND?
A refund is processed 5 – 7 working days after we receive your refund form (time period is dependent on which bank you are using)
If the item is purchased online, it takes 1 – 2 working days to review your returned goods (this could take longer during high-volume periods)
You may opt to keep your amount as credit and use it the next time you make a purchase.
WHICH ITEMS CAN I NOT EXCHANGE OR REQUEST A REFUND FOR?
No exchanges or refunds on the following:
- Carpets, rugs and jewellery
- On all items sold per meter
- On all items on promotion
- On any other items not returned within 7days of purchasing
- On items not in their original packaging
STILL HAVE MORE QUESTIONS?
CONTACT US ON WHATSAPP OR EMAIL
+27 63 662 5965