Customer Service Information

Payment Methods

All prices are in South African Rand (find your exchange rate here). We accept EFT payments or credit card payments via PayFast.

Shipping Costs

We ship both locally and internationally.

  • South African Post Office - R55 (3-10 working days - tracked)
  • Postnet to Postnet courier - R100 (2-4 working days - tracked)
  • International Air Mail - R42 basic fee + R42 p/skein (6-12 working days)*

* International orders please note: your country's border control may charge additional tax and/or customs duties upon entry. International packages are not tracked.

If you have completed your order and then decide to purchase more yarn, you can use the "Add to previous order" shipping option to combine shipping with an order that has not been sent off to you yet. 

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 as well as original shipping, but unfortunately we cannot refund the return shipping.

Privacy Policy

Hartlam does not share customer information with 3rd Parties and does not store credit card or banking information.