FAQ's
Payment
As Hartlam is based in South Africa, all payments are charged in South African Rand (ZAR). If you would like to view prices in different currencies and want to avoid doing all that math, please do make use of the currency converter in the top right corner of the page to help you out. Once you reach the checkout, however, your order total will revert to ZAR and all charges made will be in ZAR. All payments are made via credit card, processed securely by PayFast and Hartlam will never have access to your credit card information.
Local Shipping
Orders from within South Africa are sent out via courier (Fastway) on Mondays & Thursdays, and normally take about 2-5 working days to arrive.
If you prefer using Postnet, please add your local branch name in the comments/notes section of your order, or we will send to the closest branch based on your address.
A socially distanced pick-up option is available for customers in and around Cape Town.
International Shipping
International orders are sent through the SAPO as tracked international airmail. International orders may be subject to additional tax and/or customs duties upon entry.Please note that due to COVID-19 restrictions the SAPO is only allowing me to send to the following countries:
- Argentina
- Austria
- Botswana
- Canada
- China
- Czech Republic
- France
- Great Britain (this includes England, Scotland, Wales, Northern Ireland & the Republic of Ireland)
- Hong Kong
- India
- Israel
- Italy
- Japan
- Lesotho
- Mozambique
- Namibia
- Netherlands
- Peru
- Poland
- Romania
- Russia
- Seychelles
- Singapore
- South Korea
- Spain
- Swaziland
- Sweden
- Switzerland
- Thailand
- United Arab Emirates (Dubai)
- USA
The SAPO has advised that International transport is not running normally owing to worldwide lockdown regulations. They can therefore not accurately say how long an item will take to reach its destination, so please be patient and expect some delay. Unfortunately international packages can to up to 3 months to arrive due to backlogs and restrictions.
For international customers from countries that are not currently shipped to, if you would like to place an order to be held for you until such time as it can be sent or have it sent via courier, please pop us an email and we'll try to help!
Custom Orders
Some of our colourways are available on a "dyed to order" basis. Due to the dying techniques, some colourways may have minimum order requirements, which will be indicated on the colourway's page. Lead times for custom orders are usually 2-4 weeks, but may be longer if there is not enough stock of your chosen yarn base. We try our best to get your yarn to your needles as soon as possible, but if your order will take longer than usual to dye, you will be notified of the delay.
If you are looking for a specific colour, or a colourway that was previously available from Hartlam, please feel free to get in touch and we'll try to help you out!
Delivery
Packages are generally shipped on Thursdays and/or Mondays. Once your package has been sent, you will receive an email letting you know that your yarn is on its way, including the tracking number where applicable. Delays in the postal system do sometimes occur, especially in the holiday season, so please don't worry that your yarn is lost until at least 30 working days from sending. If you after this time you think your package is lost, please do contact us.
Returns
If you are not satisfied with your yarn purchased from Hartlam for any reason, please let us know and return the yarn in its original condition within 7 days of receipt. We will either replace or refund your yarn, but unfortunately we cannot refund shipping.
Privacy Policy
Hartlam does not share customer information with 3rd Parties and does not store credit card or banking information.