Frequently Asked Questions
All products and services are subject to availability and may be withdrawn at any time, including after you have placed your order. If your order cannot be fulfilled we will notify you as soon as possible. We reserve the right to withdraw any item from sale at any time. In these circumstances you will be advised.
While we have made every effort to show and describe our products as accurately as possible, in rare cases the final product may differ slightly from the images shown. We sometimes substitute products of a similar description where, for example, the original item becomes unavailable. Where this happens we will inform you at the time of ordering. We have tried to describe all products fairly and the weights, dimensions and capacities given are approximate only. Packaging may vary from that shown.
Return: Satisfaction Guarantee
We hope that you will be delighted with all the goods you receive. However, if for any reason you are dissatisfied, simply contact us to arrange returning the items in an unused and resalable condition within seven working days after receipt for a full refund, no questions asked. Please note that in these cases we do not reimburse return postage cost. If you should choose an exchange a charge will be added for the re-delivery. This does not affect your consumer rights. In the unlikely event that any of your goods arrive damaged or faulty we will arrange a refund or replacement for you, and reimburse the cost of returning the item if we have requested it back.
- PayFast (Credit Card)
Account Number: 62627362007
Branch Code: 211 021
Q. Can I send items as gifts to a different address to mine?
We can dispatch your parcel to any address! When you capture your details you will be asked for your invoicing address and your delivery address.
Please note that if delivering via one of our preferred couriers we will require a physical address where someone can sign for the goods.
If you would prefer to have us deliver to a PO Box we will only be able to deliver via the post office.
Q. What happens if I don’t like the items that I receive?
Our reputation depends on the accurate illustration and description of products in our catalogue. We aim to portray all items honestly and accurately, both in the image and the text. However, if you are disappointed with any of the items in your order, or if they are not as you expected, you can return them within 7 days after receipt, for a full refund.
Q. Do I need to be registered with Cotton & Tweed?
You can browse our products online and order as a transaction guest without having to register. However, if you would like to receive newsletters we recommend that you do register.
All we need from you to order online are some basic details such as your name and address. We do ask you for your email address and phone number so that we can contact you about your order, but we will only use these in relation to your order, and occasionally our couriers may contact you by phone if they are having difficulty delivering your parcel.
Q. What is the delivery time?
We aim to dispatch all orders within 2–5 working days of the order being placed. However, at busy periods such as Christmas and during a sale, the dispatch time can take a little longer.
Q. Do we have a fixed courier fee?
Our clothing & accessories are dispatched from East London and our décor items are dispatched from Cape Town and hence will have different courier costs. We are committed to keeping our courier fees as low as possible and are therefore always in negotiation with the courier companies. Should your purchase be in excess of the maximum weight within the standard fee we will alert you, and should your purchase be in excess of R1500 we will offer free courier fees.