Terms & Conditions
Terms & Conditions
TERMS AND CONDITIONS
WELCOME TO Once upon a thread
DO YOU HAVE A PHYSICAL SHOP?
No. All our garments are made to order and only available online.
HOW DO I ORDER
1. Select a pattern from our selection of patterns
2. Select a fabric from our selection of fabrics
3. Select a fabric combination if you wish to
4. Select any optional extras like a collar or sleeves
5. Select your size (please measure the child before selection)
WILL THE DRESS LOOK LIKE THE PICTURES
Please note that some shades of colour and fabric might be different to what is displayed on your electronic screen as all screens have different colour calibrations.
We have all our fabric custom printed for us. Therefore, we can assure the best quality fabric with the crispest prints.
CAN I CHOOSE A DIFFERENT DRESS PATTERN OR FABRIC
We aim to offer a custom made service in which you can select any combination of fabrics we hold. However, should you feel that none of the fabric choices satisfy your needs, you are welcome to contact us and we are willing to use fabric you supply. Please just contact us before purchasing the fabric since not all fabric types work on all patterns (e.g. stretch or non-stretch fabric). Please also note courier of the fabric to us is at the customer’s expense. Should you have a dress pattern in mind that we do not carry, please feel free to contact us and we can custom make it for you. Please just note this is done at an extra cost.
CAN I MAKE CHANGES TO THE PATTERN
Most of the patterns offer variations like sleeves and collars. However, should you require a change of one of the patterns that do not carry variations please just contact us.
TURNAROUND TIMES
Since all our garments are custom made-to-order we do not carry stock. Therefore the turnaround time is 15 workdays from the date the payment is made. If you require a faster turnaround time, please contact us as this can be done at a surcharge.
DELIVERY
What are the courier costs?
R90.00 (3-5 business days): Door-to-Door (nationwide), by The courier guy.
R70.00 (7-9 business days): Pudo
RETURNS POLICY
Regrettably, due to each garment being custom made, no returns or refunds are possible However, in the event that the item you received is faulty, defective or the incorrect item, Once upon a Thread must be informed within 24 hours of you receiving the parcel, with photographic evidence of your concern, if you wish to return them.
The courier costs will be carried by Once Upon a Thread. Once Upon a Thread will not be liable for items damaged during transit while being couriered. Courier is done at the clients own risk.
Once Upon a Thread will let you know once the package is shipped, and thereafter you will receive communication via Whatsapp or e-mail on the courier process
HOW DO I ORDER THE CORRECT SIZE?
Each pattern has measurements for each size. It is the buyer’s responsibility to ensure that the correct size is selected.
The child must be measured across their waist and chest as well as their height. Please see the Measurements page for tips on how to measure.
If the child is of the average size or cannot be measured, the buyer can select the desired size, HOWEVER, please note no custom made dress can be returned due to incorrect measurements. Therefore, it is strongly recommended to measure the child before selecting a size. The measurements can also be entered in the system and the dress can be tailor made if the child should measure at two different sizes.
These sizes are the average size of children at that age. If a child measures between sizes, opt for the larger size.
Please note that if the measurements are sent incorrectly, you cannot return the garment.
Once upon a thread will not be liable for items you have ordered in the wrong size.
Please view our size guide and measurement chart page
Please view our measuring page on instructions how to measure the child.
HOW DO I CARE FOR MY DRESS
The Once upon a Thread summer range is made from Cotton twill fabric. Cotton twill is a durable natural fabric. Since it is a natural fabric, cotton can shrink. However, all fabric is pre-washed before cutting to ensure shrinkage is kept to the absolute minimum after sewing.
-Cold hand- or machine wash
-Cool to medium iron
-Do not tumble dry
-Dry flat
-Do not bleach
-Wash like colours separately
-Make sure the garment is completely dry before storing to prevent mildew
The Once upon a Thread winter range is made from stretch velvet fabric. Velvet is a delicate fabric that must be treated with care to preserve its beauty. Velvet generally do not shrink nor wrinkle.
-Cold hand- or machine wash
-Do not tumble dry
-Dry flat (very important to prevent stretching)
-Do not iron
-Do not bleach
-Wash like colours separately
-Make sure the garment is completely dry before storing to prevent mildew
Return Policy
- Due to each garment being custom made, no returns or refunds are possible
- However, in the event that the item you received is faulty, defective or the incorrect item, Once upon a Thread must be informed within 24 hours of you receiving the parcel, with photographic evidence of your concern, if you wish to return them. The courier costs will be carried by Once Upon a Thread.
- Once Upon a Thread will not be liable for items damaged during transit while being couriered. Courier is done at the clients own risk.
- Once Upon a Thread will let you know once the package is shipped, and thereafter you will receive communication via Whatsapp or e-mail on the courier process
Popi act
- OPI ActOnce Upon a Thread is committed to protecting your personal information in compliance with the Protection of Personal Information Act 4 of 2013 (POPIA) in South Africa. This section outlines how we collect, use, process, and safeguard your data.1. Collection of Personal Information We collect personal information that you voluntarily provide to us, such as your name, email address, contact details, delivery address, and payment information, when you place an order, sign up for our newsletter, or contact us via our website. We may also collect information about your browsing behaviour on our site through cookies and similar technologies to improve your experience.2. Purpose of Processing Your personal information is processed for the following purposes:To process and fulfil your orders, including custom garment creation and delivery.
To communicate with you regarding your orders, updates, or inquiries.
To send marketing communications (with your consent) about new patterns, fabrics, or promotions.
To comply with legal obligations, such as tax and accounting requirements.
To analyze website usage and improve our services. - We will only process your information for the specific purposes for which it was collected, unless you provide further consent or it is required by law.3. Sharing of Personal InformationWe may share your personal information with third parties only when necessary, such as:Courier services (e.g., The Courier Guy or Pudo) for delivery purposes.
Payment processors to handle transactions securely.
Service providers for website hosting, analytics, or marketing (all bound by confidentiality agreements). - We do not sell or rent your personal information to third parties for marketing purposes.4. Security MeasuresWe implement reasonable technical and organizational measures to protect your personal information from unauthorized access, loss, or misuse. This includes encryption for payment details, secure servers, and regular security audits. However, no online transmission is entirely secure, and you provide information at your own risk.5. Your Rights Under POPIAYou have the right to:Access your personal information we hold.
Request correction or deletion of inaccurate or outdated information.
Object to the processing of your information.
Withdraw consent for marketing communications at any time.
Lodge a complaint with the Information Regulator if you believe your rights have been violated. - To exercise these rights, please contact us at [insert contact email or form link].6. Retention of InformationWe retain your personal information only for as long as necessary to fulfill the purposes outlined above, or as required by law (e.g., for tax purposes, up to 7 years). After this period, it will be securely deleted or anonymized.7. Children’s InformationWe do not knowingly collect personal information from children under 18 without parental consent. If you believe we have collected such information, please contact us immediately.8. Updates to This SectionWe may update this POPI Act section from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on this page, and we encourage you to review it periodically. If you have any questions about our compliance with POPIA, contact us at henriette@onceuponathread.co.za.
