Shipping Policy

Everything you need to know about how and when your order reaches you. If you have a question this page doesn't answer, email us at mohair@chommies.com and we'll help.

Overview

• Our knitwear is made to order. Production takes approximately 3 weeks before your order is dispatched.
• Delivery estimates start from dispatch, not from the day you order.
• Shipping is calculated and charged in full at checkout.
• Import duties and taxes may be payable on arrival, depending on the shipping option you choose. Each option is labelled clearly at checkout.

Order confirmation

Once you have placed your order, we will send a confirmation email to the address you provided at checkout. This email serves as your invoice and contains your order number and full order details.

If you don't receive it within a few hours, please check your spam folder before contacting us — and do let us know if it hasn't arrived, as it may mean the address was entered incorrectly.

Where we ship

We ship nationwide in South Africa and internationally to United States, United Kingdom, Germany and the Netherlands.

Production time

Every garment is knitted to order. Please allow approximately 3 weeks from the date of your order for your piece to be made before it is ready to dispatch.

Production time is separate from delivery time. Total time to receive your order is production time plus the delivery estimate for your chosen shipping method.

During collection launches or peak periods, production may take slightly longer. If we expect a delay, we will contact you directly.

Shipping options and rates

Shipping is calculated at checkout based on your delivery address and chosen service, and is charged in full on the day you place your order. Rates and available options are shown before you complete payment.

Delivery estimates are provided by our courier partners and begin from the date of dispatch, not the date of order. They are estimates, not guarantees.

Because each piece is made by hand to order, we are unable to offer free shipping.

Taxes, duties and import charges

At checkout, every shipping option is labelled either Taxes & Duties Included or Taxes & Duties Not Included. Please read this label before selecting your option, as it determines whether any further charges are payable when your order arrives.

Taxes & Duties Included

All applicable import duties, taxes and customs clearance fees for your destination are calculated at checkout and paid by us on your behalf. Nothing further is payable on delivery.

Taxes & Duties Not Included

The amount you pay at checkout covers your garment and shipping only. Any import duties, taxes, VAT, customs clearance fees and brokerage or handling charges levied in the destination country are payable by you, the customer.

These charges are determined by your local customs authority, not by us. We have no control over them, cannot calculate or estimate them in advance, and they are not included in the amount you pay at checkout. Your courier or local customs office will contact you directly to arrange payment, and your parcel will be released only once these charges are settled.

If you are ordering from outside South Africa, we recommend checking your country's import duty rates and de minimis threshold before placing your order.

Refused, unclaimed and returned parcels

Refusing delivery or declining to pay import charges does not entitle you to a refund. Choosing a shipping option labelled Taxes & Duties Not Included means accepting responsibility for those charges, and non-payment is not a valid basis for a refund.

Where a parcel is refused, uncollected or held by customs, it may be returned to us, held indefinitely at the destination, or destroyed or disposed of by the local authority. We have no control over which of these happens.

A refund is only possible where the parcel is physically returned to us in its original, resaleable condition. In that case, we will refund the cost of the goods less:

• our original outbound shipping cost,
• any return shipping charges, and
• any storage, re-delivery, customs or administration charges we incur.

Where the goods are not returned to us — or are returned damaged, soiled or otherwise unsaleable — no refund is due. Duties and taxes levied by your local authority are never refundable by us.

If you change your mind after placing an order, please contact us at mohair@chommies.com rather than refusing delivery. It is far easier for both of us to sort out before your parcel leaves.

Dispatch and tracking

Once your garment is complete and your order has been handed to our courier, you will receive a dispatch email containing your tracking number and a link to follow your shipment.

Tracking information can take up to 24 hours to become active. If your tracking hasn't updated after 48 hours, please get in touch.

Delivery

All orders are sent with a courier partner and require a signature on delivery. Please provide a delivery address where someone is available to sign during business hours — a work address is often easier than a residential one.

Please make sure your delivery address, email address and contact number are correct and reachable. Couriers and customs authorities use these details to contact you about clearance and delivery.

Incorrect or incomplete addresses

Orders are dispatched to the address supplied at checkout. If you notice an error, contact us immediately at mohair@chommies.com — we can usually update the address while your order is still in production, but not once it has been dispatched.

Where a parcel is delayed, returned or lost because the address supplied was incorrect or incomplete, any re-delivery or return costs are payable by the customer.

Delays outside our control

Once your order is with our courier, delivery is in their hands. We are not responsible for delays caused by customs clearance, incorrect address details, failed delivery attempts, courier backlogs, industrial action, extreme weather or other events beyond our reasonable control. We will, of course, help you follow up with the courier wherever we can.

Inspecting your order

Please inspect your order on delivery. Any shortages, defects or other complaints must be reported in writing to mohair@chommies.com, with accompanying photographs, within 14 days of delivery. If we do not hear from you within 14 days, the goods will be deemed accepted and in good order.

Marked as delivered but not received

If tracking shows your parcel was delivered but you have not received it, please contact us at mohair@chommies.com as soon as possible and within 7 days. We will open an enquiry with the courier. Please also check with neighbours, building security or your local depot in the meantime, as parcels are sometimes signed for on your behalf.

Lost parcels

If a parcel is confirmed lost in transit by the courier, we will replace or refund your order. Couriers require a set investigation period before declaring a parcel lost — usually 15–30 working days for international shipments — and we are unable to replace or refund an order until that investigation is complete.

Questions

Email mohair@chommies.com and we'll come back to you within 1–2 working days.