FAQ
Frequently Asked Questions (FAQ)
Orders
How do I place an order?
Simply browse our products, add the items you like to your cart, and proceed to checkout. Follow the prompts to complete your purchase securely.
Can I cancel or change my order?
If you need to cancel or modify your order, please contact us as soon as possible. Once an order has been processed or shipped, we may no longer be able to make changes.
How do I track my order?
Once your order has been shipped, you will receive a tracking number via email so you can track the progress of your delivery.
Shipping
How long does shipping take?
Delivery times may vary depending on your location and the courier service used. Estimated delivery times will be provided during checkout.
What if I entered the wrong shipping address?
Customers are responsible for providing the correct shipping address at checkout. Marble & Thread is not responsible for orders delivered to an incorrect address provided by the customer.
Do you ship nationwide?
Yes, we offer shipping within South Africa. Shipping costs and delivery times may vary depending on your location.
Products
What watch models are your straps compatible with?
Our straps are compatible with Apple Watch and Samsung watches. Please check the individual product descriptions for specific compatibility details.
Do you offer gift wrapping?
Yes. We offer special gift options including our Bridal Boxes and Personalised Gift collections, which are perfect for gifting.
Returns & Refunds
Can I return an item?
Returns are accepted within 7 days of purchase, provided the item is unused, in its original packaging, and accompanied by proof of purchase.
How long do refunds take?
Once your return is received and approved, refunds may take up to 14 business days to process depending on your payment provider.
Are shipping costs refundable?
No. Shipping fees are non-refundable, and customers are responsible for return shipping costs unless the wrong item was sent.
Custom & Special Orders
Can customised items be returned or exchanged?
Customised or personalised items and special-order products are made specifically for the customer and therefore cannot be returned, refunded, or exchanged unless the item is defective.
Contact
How do I contact customer service?
If you have any questions or need assistance, you can contact us through our Contact page or email us at:
Email: marbleandthread@icloud.com