THE SKULLERY SHIPPING, RETURNS & REFUND POLICY
Shipping & Lead Times
We offer a standard shipping fee of R145 within South Africa.
Orders containing two or more linen products qualify for free delivery. The free delivery option must be selected during checkout.
All products are made to order. Our standard production lead time is between 1 and 10 working days from receipt of payment. During peak season (September to March), lead times may increase to up to 15 working days due to increased demand.
If you require your order by a specific date, please contact us at orders@theskullery.co.za before placing your order. While we will always do our best to accommodate urgent requests, expedited production and delivery may attract an additional fee.
Customers are responsible for placing orders with sufficient time before weddings, holidays, photoshoots, markets, functions, or special occasions. The Skullery cannot be held responsible where insufficient time exists for delivery, alterations, or remakes because an order was placed too close to an event date.
Once payment has been received, production begins immediately and materials are allocated specifically to your order.
Custom-Made Products
All products sold by The Skullery are made specifically for each customer once an order has been placed.
Each item is manufactured according to your selected size, fabric option, colour, and specifications. We do not manufacture products in bulk for resale and we do not resell products originally produced for another customer.
For this reason, all products purchased from The Skullery are considered custom-made items.
Because each item is made specifically for you, minor adjustments may occasionally be required. This does not indicate that a product is defective. We therefore offer alterations on garments where reasonably possible.
As all products are custom-made, refunds or returns for change of mind cannot be accommodated once production has commenced.
Natural Linen Characteristics
Linen and linen-blend fabrics are natural fibres and may contain slight variations in weave, texture, thickness, slubs, and appearance.
These characteristics form part of the natural beauty and authenticity of linen and are not considered defects.
Minor variations between garments, fabric rolls, dye lots, and production batches are normal and do not constitute grounds for a refund, exchange, replacement, or remake.
Fabric, Colour Matching & Custom Orders
All garment fabric compositions are clearly disclosed on the relevant product pages and in our FAQs.
Unless specifically stated otherwise, The Skullery garments are manufactured using premium linen-rayon blends selected for their comfort, durability, and drape.
Refund requests based on a preference for pure linen after purchase cannot be accommodated where the fabric composition was accurately disclosed prior to purchase.
White & Light-Coloured Garments
Please note that white, off-white, ivory, cream and other very light-coloured garments may naturally appear more sheer or translucent than darker colours. This is a characteristic of many fabrics and is not considered a defect, fault, or quality issue. The level of opacity may vary depending on factors such as fabric composition, fabric weight, lighting conditions, undergarments worn, body shape, and the contrast between the garment and the wearer’s skin tone.
Product photographs are often taken under professional lighting conditions and may not accurately reflect the level of transparency visible in different environments. Customers ordering white or light-coloured garments acknowledge that some degree of sheerness may occur and accept this as an inherent characteristic of such colours and fabrics.
By placing an order for a white or light-coloured garment, the customer accepts the risk associated with the potential transparency of the fabric and understands that perceived sheerness, visibility of undergarments, or a preference for a more opaque appearance does not constitute a manufacturing defect, misrepresentation, or grounds for a refund, exchange, or return. Customers concerned about transparency are encouraged to consider appropriate nude undergarments, slips, lining options (where available), or alternative fabric and colour choices prior to ordering.
Matching Sets, Bridesmaid Orders & Coordinated Purchases
Any garments, table linen, kitchen linen, bridesmaid garments, matching outfits, or coordinated sets intended to match in colour must be ordered together at the same time.
Due to the nature of linen and linen-blend fabrics, colour variations may occur between different fabric rolls, dye lots, and production batches. We cannot guarantee exact colour matching for items ordered separately or at different times.
Clients wishing to place a subsequent order to match a previous purchase are encouraged to contact us before ordering. We will gladly check whether the same fabric batch remains available.
Colour variation resulting from separate orders, different dye lots, or different production batches does not constitute a defect and does not qualify for a refund, exchange, replacement, or remake.
Table Linen & Large Tablecloths
Our table linen is handcrafted to order using premium linen and linen-blend fabrics.
Standard linen fabric is manufactured in rolls approximately 150cm wide. Tablecloths and other linen items exceeding this width will therefore require joining panels of fabric together during production.
Where seams are required, we carefully position and balance them to create a symmetrical and visually cohesive appearance. We endeavour to mirror the construction on both sides wherever possible to achieve a balanced and professional finish.
The presence of seams in items wider than the fabric roll width is a normal manufacturing requirement and does not constitute a defect, fault, or reason for return, exchange, refund, or remake.
Handcrafted Décor
Many of our décor items are handcrafted and finished by hand.
Minor variations in colour, markings, texture, finish, dimensions, and overall appearance are inherent to handmade products and form part of their unique character.
No two handcrafted items will ever be identical, and such variations are not considered defects.
Local Production & Supply Chain
Unlike mass-market retailers, we do not import large quantities of finished stock.
All of our products are made locally with care and attention to detail. As a result, we rely on local suppliers for fabrics, trims, and other materials.
Occasionally, supplier delays, material shortages, public holidays, load shedding, or other supply chain disruptions may affect production timelines.
While we always endeavour to meet our estimated lead times, occasional delays may occur. We appreciate your patience and understanding.
Garment Care
Care instructions for our linen and linen-blend products are available on our website.
The Skullery cannot accept responsibility for shrinkage, damage, colour change, distortion, wear, or deterioration resulting from incorrect washing, tumble drying, ironing, dry cleaning, storage, or general care after delivery.
Any item that has been washed, altered by a third party, modified, damaged, or otherwise changed after delivery will not qualify for return, exchange, remake, or refund.
Returns
Returns must be requested within 48 hours of delivery.
Only items that have been inspected by our team and where a genuine concern has been identified may be considered for return.
Items must:
Be unused and unworn
Be unwashed
Be free from stains, perfume, deodorant, makeup, or damage
Be returned in their original condition and packaging
Returns submitted more than 14 days after delivery will not be accepted.
Sale items are considered final sale and are not eligible for return, exchange, or refund.
Inspection & Opportunity to Remedy
No allegation of defect, workmanship issue, quality concern, or misrepresentation will be considered final until The Skullery has had a reasonable opportunity to physically inspect the item.
Photographs may assist in identifying concerns but do not constitute a final assessment.
Where a concern can reasonably be corrected through alteration, repair, adjustment, replacement, or remake, The Skullery reserves the right to offer such corrective measures before considering any refund request.
Customers agree to provide The Skullery with a reasonable opportunity to assess and, where appropriate, rectify any concerns raised.
Refund Eligibility
As all products are custom-made, refunds are not available for:
Change of mind
Incorrect measurements supplied by the customer
Incorrect specifications selected by the customer
Colour variations between batches
Separate orders that do not colour match
Fabric composition accurately disclosed prior to purchase
Courier delays
Event deadlines
Sale items
Natural characteristics of linen
Minor handmade variations
Products requiring reasonable alterations
Refund requests will only be considered once the item has been inspected by The Skullery.
Requesting a Return or Refund
To initiate a return or refund request, please email orers@theskullery.co.za within 48 hours of receiving your item.
Please include:
Order number
Description of the concern
Supporting photographs where applicable
Any other relevant information requested by our team
Refund Follow-Up Checklist
To request a refund, please follow our process exactly.
Email orders@theskullery.co.za with:
Your order number
Proof that the return was authorised
Courier tracking information
Any supporting documentation requested
Refund requests are handled via email only.
Communication Policy
All returns, alterations, complaints, refund requests, production queries, and order-related matters must be communicated via email.
Requests submitted via WhatsApp, social media, telephone calls, voice notes, SMS, or third parties may not be recognised unless subsequently confirmed via email.
Returns & Unauthorised Deliveries
All returns must be formally authorised via email prior to being sent back.
Any parcels returned without prior approval and without the correct return instructions will not be accepted or processed.
Due to the nature of our premises, which house multiple businesses, unauthorised deliveries create significant operational difficulties and cannot be managed on arrival.
Any unauthorised packages may be:
Refused
Returned to sender
Left unclaimed at the courier depot
The Skullery accepts no responsibility for parcels sent without prior arrangement, including any loss, delays, storage fees, return charges, or additional courier costs.
Shipping & Return Costs
Customers are responsible for the cost of returning approved returns.
Where a repair, alteration, remake, or replacement is approved, The Skullery will cover the cost of returning the corrected item to the customer.
Shipping charges are non-refundable unless otherwise required by applicable legislation.
Approved Refunds
If a refund is approved, payment will be processed within approximately 10 working days.
Processing times may vary depending on your bank or payment provider.
Policy Updates
We reserve the right to update this policy from time to time to reflect changes in business practices, legislation, or operational requirements.
Legal Compliance
Nothing in this policy is intended to limit any rights afforded to consumers under applicable South African consumer protection legislation.
By purchasing from The Skullery, you acknowledge that you have read, understood, and accepted this Shipping, Returns & Refund Policy.