Frequently Asked Questions
Using Our Website
I can't find an item from my catalogue on the website?
You can use the product name or product code (underneath the product name in the catalogue) to search for an item in the search bar (top-right of the website above the navigation buttons). If you cannot find the product you are looking for, please make sure you do not have any filters set in the "refine your search" section that might be blocking the item you are looking for Alternatively, you could use the quick order feature, which allows you to enter product codes, select your sizes and add the items straight to your basket. If the item has been discontinued and sold out, you will not be able to find it on our website as the item has entirely sold out.
How do I find product codes?
If you have a copy of our catalogue, you can find the product codes for each item in a box near the product.
Immediately under the product name, you will see a code made up of two letters and three numbers. If it is a plain item, this is your full product code. For printed items, look underneath and you will see a list of product types with three-digit codes in front of them. Choose the product type and add this three- digit code to the end of the five-character code and you have your full product code eight-character product code (e.g. TR260600).
You can enter this code into the search bar to go straight to that product or enter it into the quick order form to quickly add it to your basket.
How can I tell the status of my order?
You will receive notifications by email at the following stages of your order: when the order is received; when it has been sent out.
You can also check the status of your order by logging in to your account. Here, you will be able to see details of all your previous orders and check the status of any orders that are still being processed.
How long will my order take to arrive?
The delivery time will depend on your location and delivery type. Please check the delivery information page for a full list of our delivery aims.
Do you offer an express delivery service?
Yes. We are offering express delivery. Please check the delivery information page for more further details.
Do you deliver to my country?
We ship all Spiral Products worldwide. Please see our delivery information page for further information. Contact us for any specific enquiry or if your country is not on our list.
How much does delivery cost?
Please see our delivery information page for further details of our shipping costs and delivery aims.
Has my order been shipped?
You will receive an email notification once the order has been sent out. If you have not received this email, please log in to your account on our website to check the status of your order.
Wholesale Customer Specific Questions
Are your prices excluding tax?
Yes. All our prices you see when logged in as a wholesale customer are excl. Tax.
Do we have the same delivery as the mail-order customers?
No. It will depend on the number of boxes, the size of the items, the weight of the packages and the location where it is sent. Please call or email us for a quote on shipping from Spiral Direct.
Modelling for Spiral Direct
Where can I send model requests?
Want to model for Spiral? We only do modelling for Spiral in the UK at the moment, so if you are located in the UK, please read first the following:
You must be over 18.
You must provide us with the following information;
- whether you are looking to be male or female model
- dress/waist size
- contact details (including an email address)
- & most importantly a few pictures (absolute minimum would be a head shot & full length body shot).
Pictures need to be in jpeg format & as clear as possible, as we do need to know what you look like after all.
We're an alternative clothing company so are looking for alternative models, girls can be a bit more on the commercial side but won't be offended if you have tattoos, piercings & so on.
Please send your details with the headline female/male model request to the following email address: email@example.com.
How do I place an order with Spiral Direct?
You can either place an order with us online via our website over the phone or via post.
Please make sure when sending orders through the post you include your full address, the full item code, design name, size & quantity required, along with your payment for the goods including postage.
Is ordering from you on the internet safe and secure?
Yes. All orders placed online are done so using a secure server. Your details are never revealed to us and payment is taken directly via the PayPal, the safest way to pay online.
Once your payment has been taken, your products will be prepared for shipping. If any item has become unavailable, we will contact you as soon as possible to know whether you would like a refund for this item or you would like to change the item to another one.
How can I pay for my order?
We use PayPal on our website. PayPal is the safest way to pay on the web and it allows you to pay with your Credit or Debit card without having to sign up for an account. Just click on "I want to pay with a credit / debit card" when checking in and follow the instructions. This way we cover both PayPal and Credit cards users in one easy and hassle-free solution.
Do you accept COD (cash on delivery), wire transfers or Western Union transfers?
We do not accept COD. However, bank transfers could be arranged. For further details, please contact us at firstname.lastname@example.org.
Can I cancel my order after it has been placed?
Yes you can, provided your order has not yet been sent out. Just call our sales team on +44 (0)208 667 89 22 and state your name, address & order number and we will notify you once the order has been cancelled.
Can I change my order after I have placed it?
Yes you can, provided your order has not yet been sent out. Just call our sales team on +44 (0)208 667 89 22 and state your name, address & order number and we will notify you once the order has been amended.
How do I know if an item is in stock?
Our stock levels for each product are available on our website. Find the product you want, and you will be able to see the stock levels for each variant and order it. Please note: if an item is displayed on the website as "low stock", there is no guarantee that you will be able to secure that item before somebody else.
If you order an item and it goes out of stock, it will be sent out as soon as it becomes available, or we will refund you your purchase.
Can I order items which are 'Out of Stock'?
If an item is out of stock and we will not get more of it within the next day we will issue a refund to you for your purchase. If an item is displayed on the website as "low stock", there is no guarantee that you will be able to secure that item. If you order an item and it goes out of stock, it will be sent out as soon as it becomes available.
No payment will be taken until your item is packed and ready to be shipped.
Can I order items which are 'Sold Out'?
No. If an item is listed as "Sold Out", it means that we are no longer manufacturing it. However, if you look below the product on the product page, you will often see a list of items featuring the same design or the same product type.
If you browse through these, you may find something else that you like. You can also make a note of which range it is in and use the filters on the left to look at other designs from that range.
I can't find any products in my size?
At Spiral, we offer garments ranging from XS (extra small) to 4XXL (4x extra large). However, not all products are available in the full range of sizes.
If you would like to look for products that are available in a certain size, please use the filters on the "refine your search" section of the product selection screen. You can select your desired size and will then only be shown products that are available in that size.
Do you have a catalogue?
Yes. We release a new catalogue three times a year. You can view our online catalogue here: View online catalogue.
Do you have a shop I can visit?
No, we do not have a shop, but our full range of merchandise is available on this website and on our mobile app.
Do you offer wholesale prices to shops and other businesses?
Yes, we do. Please contact email@example.com for further details or sign up for an account using our wholesale application form.
How do I contact Spiral?
For all your enquiries with us: firstname.lastname@example.org.
Do you have a size guide?
Yes. A size guide to all our products is featured on the first page of our current catalogue.
We also have an online size guide.
Does your clothing shrink at all?
If washed using the stated guidelines within the garments, they should not shrink in the wash. When ironing your garment, please remember not to iron directly on the print.
Are your bags waterproof?
Our bags are made of a thick canvas-type material with an inner lining of wipe-clean material. These can generally withstand a light rain shower but are not completely waterproof, nor should they be fully submerged in water.
What is the difference between the US & European bedding?
All our single bedding comes in standard single size (135 x 200cm) the only difference is the pillowcases. US cases are rectangular (75 x 50cm) and European cases are square (80 x 80cm).
Double Bedding comes in standard double size (200 x 200cm) the only difference is the pillowcases. US cases are rectangular (75 x 50cm) and European cases are square (80 x 80cm).
We do not do King Size bedding at the moment.
What is your returns policy?
We genuinely believe that we are offering a high-quality product using designs which are exclusively licensed to Spiral Direct ltd. and if for any reason you are not completely satisfied with any product purchased from us, we will be happy to exchange the item or refund your money.
Simply return the item to us within 30 days, enclosing your invoice.
Our address is:
Spiral Direct Ltd.
An item is missing from my order?
If one or more of the items in your order are out of stock, we may send them separately to ensure that you receive each of your items as quickly as possible.
You can check the status of your order by logging in to your account and checking your order history. If you are still concerned that an item may have been missed out altogether, please get in touch with us on +44 (0)208 667 89 22.
How do I return an item?
Simply post the item to us within 30 days, enclosing your invoice and a note explaining the problem and specifying whether you would like a replacement or a refund.
Our address is:
Spiral Direct Ltd.
I have received a faulty item?
We genuinely believe that we are offering a high-quality product using designs which are exclusively licensed to Spiral Direct Inc. and if for any reason you are not completely satisfied with any product purchased from us, we will be happy to exchange the item or refund your money.
Please send pictures
of the defect on the faulty item, making sure to include an order number, to email@example.com for further assistance.
I have received an incorrect item?
If we have made a mistake and sent you the wrong item, we will be happy to exchange the item or refund your money.
Please send pictures of the incorrect item, making sure the incorrect design, style or size is clearly visible, including the order number, to firstname.lastname@example.org for further assistance.
When will I receive my replacement item?
Replacement items are sent out within 2-3 working days of receipt of the faulty/incorrect item. Please check the delivery information page for details of when you can expect your replacement item to arrive.
When will I receive my refund?
Refunds are made within 5 working days of receipt of returned items.