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Frequently Asked Questions

General Enquiries

Do you have a catalogue?

Yes. We release a new catalogue three times per year. You can apply for your free catalogue using the Spiral catalogue request form on the left navigation bar.

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 in our catalogue. You can apply for your free catalogue using the Spiral catalogue request form on the left navigation bar.

Do you offer wholesale prices to shops and other businesses?

Yes we do. Please contact wholesale @spiraldirect.com for further details or sign up for an account using our wholesale application form

How do I contact Spiral?

Here is a list of useful contacts:

General enquiries: info@spiraldirect.com

Mailorder enquiries: mailorder@spiraldirect.com, tel: +44 (0)20 86 6789 22

Wholesale enquiries: wholesale@spiraldirect.com, tel: +44 (0)20 86 6789 00

Website/technical problems: max@spiraldirect.com

Product Information

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 withst and a light rain shower but are not completely waterproof, nor should they be fully submerged in water.

What is the difference between the UK & European bedding?

All our bedding comes in standard single size (135 x 200cm) the only difference is the pillow cases. UK cases are rectangular (75 x 50cm) and European cases are square (80 x 80cm).
We do not do double, king or queen size duvet sets.

Returns

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 14 days, enclosing your invoice.
Our address is: 
Spiral Direct Ltd,
Spiral House,
29 - 35 Gladstone Rd,
Croydon,
CR0 2BQ

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 our sales team on +44 (0)208 667 89 00.

How do I return an item?

Simply post the item to us within 14 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, Spiral House, 29 - 35 Gladstone Rd, Croydon, CR0 2BQ

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 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 14 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, Spiral House, 29 - 35 Gladstone Rd, Croydon, CR0 2BQ

I have received an incorrect item

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 14 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, Spiral House, 29 - 35 Gladstone Rd, Croydon, CR0 2BQ

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.

Ordering

How do I place an order with Spiral Direct?

You can either place an order with us ov er the phone, via post or online via our website. 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 authorised directly via the bank. Once your payment has been authorised, your products will be prepared for shipping. Payment will only be taken once your items are ready to be shipped. If any items are unavailable, you will only be charged for them once they become available.

How can I pay for my order?

We accept all major credit cards and we will only charge your card once the order is shipped and NOT before. You can also use the Cheque/Postal Order option to printout your order and post it to us with your payment.

Can I pay with my Maestro / Swift card

Unfortunately our payment system does not accept UK Maestro (Swift) or international Maestro at this time. Please use another card or please choose PayPal on checkout to pay with the Maestro card.

Do you accept COD (cash on delivery), wire transfers or Western Union transfers?

We do not accept COD. However, bank transfers can be arranged. For further details, please contact us at info@spiraldirect.com

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. No payment will be taken until your item is packed and ready to be shipped.

Can I order items which are 'Out of Stock'?

Yes you can. If you order an item that is listed as "out of stock", your item 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.
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 buttons on the left of the website 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 XXL (extra 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.

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