ORDERS PLACED DURING COVID19 AFFECTED MONTHS & WHAT TO EXPECT
South Africa is in lockdown level 5 - the highest and strictest - since March 26th until April 30th, allowing only the most essential services to continue operating. Our post offices have been closed for regular business such as posting parcels since the lockdown started. It was announced that lockdown level 4 will come into effect on May 1st until further notice. Only when lockdown level 3 is reached will shipping of retail goods be allowed again.
My last visits to the post office were on the 19th and 20th of March, when I posted parcels from the March 12th shop update to the USA and Australia. These parcels were scanned into the postal system and are visible via online tracking, however appears to still be at the Cape mail hub awaiting international departure. Parcels from the March 12th shop update to European and Asian countries have not been posted - our post offices where already not accepting outgoing mail to certain countries. Those are in safe keeping, ready to be shipped.
To keep my small business ticking over, I will be doing a shop update in the last week of April making yarn available for purchase to customers worldwide. During the first 2 weeks of May I will be packing and preparing those parcels for shipping. My hope is that South Africa will be moving into lockdown level 3 by mid May and that I will then be able to proceed with shipping out all orders. This is subject to government decisions and when they decide that it is safe to lift more restrictions.
STORE POLICY TO BE AWARE OF WHEN PLACING ORDERS DURING COVID19 AFFECTED MONTHS
- No refunds will be offered for paid but not yet shipped orders. Parcels will be in safe keeping and shipped as soon as the South African post office accepts outgoing international mail.
- Delays in mail processing are likely to occur at most mail hubs across the world. A parcel that left South Africa could possibly get stuck at another mail hub on its way. This does not mean that a parcel is lost, it is just delayed. Customers should use their tracking numbers supplied to regularly follow up with at their own postal services or customs offices.
REGULAR STORE POLICY & INFORMATION
Payment & Currency
**Please note that stock is only reserved once an order is checked out and finalised - NOT while in a cart.**
USD : Customers residing outside of South Africa who do not have a South African bank account can only shop in the USD currency. USD pricing includes Paypal & banking fees incurred in the transaction. At check out the website will auto-direct to Paypal. Orders are only secure & reserved once the Paypal payment has been successful. Unpaid orders will be canceled. If the automatic direct to Paypal fails, please immediately contact Madeleine via the "Contact" page to request a manual Paypal payment request (please quote order number).
ZAR : Only available to customers residing within South Africa who has a South African bank account. An EFT payment must be made via their individual banking portals and a proof of payment must be sent within 30 minutes from placing the order to secure it. Unpaid orders will be canceled. Banking details and email address will be provided at checkout and on the automatic receipt that will be emailed once an order is placed.
**Please note that multiple orders will be combined into one parcel when possible, however no refunds will be calculated on shipping costs paid.**
Outside of South Africa:
Shipping is done via the South African Postal Service (SAPO) for all international orders. Parcels are shipped as Registered Airmail with a tracking number. Parcels over 1kg will automatically be upgraded to Expedited Airmail (EMS) with a tracking number. Registered airmail cost is calculated per weight (including packaging) as follows:
$3.8 flat rate registration per parcel PLUS $3.9 per 100grams/3.5oz or part off (these rates are due to increase during the first months of 2020).
Customers are responsable for import taxes and duties charged at delivery. A CN22 declaration is attached to each parcel stating contents and value, no other paper work is included. Should an invoice be required it can be printed via the website by logging into the account and going to the order.
Please make sure to supply the correct shipping address and contact details in Roman characters when placing an order. Shipping is at the customer's own risk. No insurance is included in the shipping cost.
Order administration is handled during the 2 weeks following the shop update and parcels are shipped as soon as possible. Tracking information is added to each order via the website as a note, an email will be sent as well. The admin can be very time consuming, please keep in mind that Yama Yarn is a one person business, kindly be patient.
Expected delivery time varies between 3-4 weeks but can take longer if there are delays at any of the postal services involved in processing the parcel - especially during the end of year festive season. It is for the customer to follow up on their parcel at their postal service or customs office directly from 3 weeks after shipping, using the provided tracking number (online tracking is not reliable). Yama Yarn is not liable, and cannot offer refunds on any damaged or lost parcels.
Parcels that are returned undelivered to South Africa can take up to 6 months to arrive back in Cape Town. The customer then have the option to pay for shipping again or if the products are in good condition Yama Yarn will issue a refund via Paypal for the value of the products less a 10% administration fee.
Customers residing outside of South Africa who would like a parcel to be shipped to a South African address can supply a correct local address at checkout under "shipping address" (customer's correct personal non South African address must be supplied under "billing address"). The website will offer local shipping options in USD.
Within South Africa
Parcels within South Africa are shipped using either of the follow methods:
Door to door courier to main centres at R75 (max. A3 satchel)
Postnet counter to counter at R100 (max. 5kg mass and/or volume)
Parcels are shipped within 2-5 business days locally, depending on workload. Delivery within South Africa takes 2-3 days from date of shipping via courier or Postnet.
Refund & Returns Policy
Any queries regarding refunds or returns will be handled individually.
No refunds will be offered on lost or damaged parcels, shipping is at own risk.
Multiple orders will be combined into one parcel when possible, however no refunds will be calculated on shipping costs paid.
No refunds will be offered on colour discrepancies. If unsure about a colourway, please cross reference by viewing the website and Instagram photos on different device screens. Alternatively please contact Madeleine with any questions related to yarn colour before placing an order.
Dye batches vary and there are also variations within batches, especially in variegated skeins. The yarn received may not be the identical skeins photographed for the website or Instagram. It is highly recommended to alternate skeins when working on larger pieces. All efforts are made to present yarn colour as true as possible but please keep in mind that device screens differ and that the perceived colour may vary from the real colour. Please enquire via the contact page if unsure about a colourway before purchasing as refunds are not offered.