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.

Shipping

We ship both locally and internationally.
Orders from within South Africa are sent out via courier (Fastway) on Mondays & Thursdays, and normally take about 2-5 working days to arrive.
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 a limited list of countries, and even then international parcels are currently experiencing very long delays. Most parcels will apparently only be able to be sent after lockdown ends, and we have no indication for when that may be.  Unfortunately I would advise international customers to hold off on ordering or, if you REALLY want something, you're worried that you'll lose out, and you don't mind the indefinite wait, I'll keep your yarn safe & sound for you until such time as I am able to send it.

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.