Store Policies

Who we are

Our website address is https://veldtfibres.com.

Who we share your data with

At Veldt Fibres, we are committed to respecting your privacy and protecting your personal information. Any details you provide during the ordering process will only be used for the purpose of fulfilling your order and providing shipping details to the courier company. We will not use your information for marketing purposes or share it with third parties. If you have any concerns or questions about our privacy policy, please feel free to contact us.

How long we retain your data

At Veldt Fibres, we believe in transparency and responsible data management. We will retain your customer information for as long as necessary to fulfil your orders and comply with legal obligations. Once the purpose for which the information was collected has been achieved, we will securely delete or anonymize your data. Rest assured, we do not retain any customer information beyond the necessary period, ensuring that your privacy is respected at all times.

Payment & currency policy

a) Products Reservation: Products are reserved and secured only upon successful checkout and payment. Please be aware that even if items are added to your cart, they can still become sold out and unavailable due to the possibility of cart-jacking. To avoid disappointment, we encourage you to complete the checkout process promptly.

b) International Customers: Customers residing outside of South Africa and without a South African bank account may shop in USD currency only. The listed price includes PayPal and banking fees incurred during the transaction to facilitate a seamless international payment experience. Alternatively, contact us for IBAN details for a SWIFT transaction.

c) South African Customers: Customers residing in South Africa and possessing a South African bank account must shop in ZAR currency. Payment must be made through their individual banking portals using an EFT (Electronic Funds Transfer) or Payfast. To secure the order, proof of payment must be sent to us within one hour of placing the order.

We strive to provide a smooth and secure payment process for all our valued customers. If you have any questions or need further assistance, please feel free to contact us.

Shipping policy

a) Shipping costs do not include insurance. While we take great care in packing and shipping your order, please note that any loss or damage during transit is the responsibility of the customer.

b) For international orders, import taxes, and duties may apply upon delivery and are the responsibility of the customer. Please familiarise yourself with your country’s customs regulations to avoid any unexpected charges.

c) International parcels will be shipped via DHL Express couriers with the following estimated rates for 1-14 skeins (100g – 1.4kg):

 

    • Africa, Western & Central Europe: USD 45

    • USA: USD 52

    • Eastern Europe, Middle East, Eastern & Southern Asia, Asia Pacific, Japan, Canada & South America: USD 60

d) Certain outlying areas like Australia and New Zealand will attract a remote area surcharge of USD 28. We will notify you in advance if your shipping address falls within this category.

e) Domestic shipping within South Africa is handled by Aramex Couriers, offering a convenient door-to-door service. The shipping cost for 1-14 skeins (100g – 1.4kg) is ZAR 120.

We endeavour to provide reliable and efficient shipping services. However, please be aware of the above considerations and feel free to contact us if you have any shipping-related inquiries.

Order handling, product photography & image display

At Veldt Fibres, we take pride in crafting a personalised and meticulous approach to order handling. Each order is thoughtfully packed by myself, ensuring that every effort is made to select skeins that harmonise and complement each other beautifully. While we strive to present accurate representations of our yarns through product photography on the website and Instagram, please note that the yarn you receive may not be identical to the specific skeins photographed.

We make every effort to depict the yarn colours as true and vibrant as possible; however, it is essential to consider that device screens can vary significantly, affecting colour perception. To minimize any uncertainties regarding colourways, we encourage you to view our website and Instagram pictures on multiple devices before making a purchase.

Please be aware that refunds are not offered based on colour discrepancies or perceived variations from online images. Your understanding and satisfaction are essential to us, and we are committed to providing you with the highest quality hand-dyed yarns. If you have any questions or concerns about your order or our product photography, please feel free to reach out to us.

Returns & refunds policy

At Veldt Fibres, we are committed to providing exceptional service, and any queries regarding refunds or returns will be addressed on an individual basis.

Please note:

If a partial payment arrangement has been made and the full payment has not been received by the arranged date, a voucher to the value of the already paid monies will be issued to the customer electronically on the date that the order was intended to ship.

We regret that we cannot offer refunds on lost or damaged parcels, as shipping is at your own risk. For more information on shipping, please refer to our Shipping Policy.

When possible, multiple orders will be combined into one parcel, streamlining the shipping process.

For subscription orders, preorders, and custom orders: there is no refund.

We do not offer refunds for colour discrepancies. While we make every effort to accurately portray yarn colours on our website and Instagram, individual device screens can impact colour perception. To minimize uncertainties, we encourage you to cross-reference colours by viewing our photos on different devices. If you have any questions or concerns related to yarn colour, please feel free to contact Natasha before placing your order.

Thank you for your understanding and support. We strive to ensure your satisfaction with our hand-dyed yarns and personalized service. Should you require assistance or have any further inquiries, please do not hesitate to contact us. Your crafting journey with Veldt Fibres is our priority.

Currency
$ United States (US) dollar

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