Delivery and Returns

We are also environmentally conscious and will wrap up multiple items together to save on paper and packaging. If you would like your blankets or cushions individually wrapped, please select leave a note at checkout.

Dispatch Times

Our products are currently stocked in London and Birmingham. We ship orders out at between Wednesday and Sunday. We drop post before the 11am collection, orders close to that time may not leave us until the next day.

We will, of course, keep you updated on its progress, so you’ll always know what’s happening. If you need your order quickly, do get in touch and we'll do our best to help.

Delivery cost

We use Evri for all deliveries. Upon request, we can find a custom cost for UPS, DHL and FedEx.

Overseas Delivery

We ship keffiyeh globally and selected products to many European countries, Canada, United States, Australia, and the UAE. If you don't see your country in the list please drop us a message and we will find an economical custom shipping rate for you.

Please note International order (outside the UK) will be responsible to pay for any customs duties, taxes and any other fees that may incur by your local customs authority. We're unable to provide advice on the amount of fees for each country. Please check with your local authorities prior to completing the order so there are no surprises.

If you do not receive your order within 25 days of delivery please let us know so we can raise a claim. After 28 days we are unable to make a claim with the courier company.

UK Returns

We guarantee the quality and individuality of all our products. The result of the handcrafted nature of our products, many items will cary slightly in colour / size. If you are not completely satisfied with your purchase, you may return it within 14 days.

Please contact us before mailing us on hello@spindlebysisters.com stating your order number and product so that we can issue you with a returns label. You will need to drop your parcel to your local Evri drop-off point.

Once we have received the return, we will issue a full refund minus the return label charge provided that the item returned is in its original and unused condition and with all original packaging. If we find that the product has not been returned to us in fully saleable condition, we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price from the refund amount if the product is received otherwise.

Overseas Returns

As a new small business, we currently do not have the capacity to bear the cost of an oversea return. If you wish to return your goods please get in touch via hello@spindlebysisters.com to let us know we should be expecting a delivery. We will issue a full refund excluding the original shipping fee if the item is returned to us in fully saleable condition. We reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price from the refund amount if the product is received otherwise.

Exchanges

If you would prefer a different colour or product, please return the original order for a full refund. Then place a new order online for the item you prefer.  As all our products are handmade in small batches, stock levels change daily, and popular items often sell out. Requesting a refund and then re-ordering is the best way to make sure the item you want is in stock and still available.

Follow the procedure above to start a refund.

Faulty Goods

Due to the hand-crafted nature of our products, there may be minor flaws & imperfections, which we believe are characteristics of the processes and add to the beauty and individuality of the items. Unfortunately manufacturing faults can occasionally occur, so if you believe an item to be faulty or it is not the item you have ordered we are happy to offer a full refund once we have received and inspected the returned goods. Please notify us in writing within 5 working days if you believe the item you have received to be faulty.

Cancellations

If you have a change of mind and wish to cancel your order please contact us as soon as possible. If your goods have not already been dispatched we will cancel your order and process a refund. In cases where the order has already been dispatched, you will need to return the goods to us in order that we can process a refund. The cost of delivery will not be refunded in this instance.

Lost or Damaged in Transit

We cannot accept responsibility for any items lost or damaged in transit. We strongly advise that a proof of postage certificate (free at your post office) be obtained when returning any item.

Our returns policy complies with The Distance Selling Regulations.