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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: email: info@spiraldirect.com
Mailorder enquiries: email: 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 withstand 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 over 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.
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.

Delivery information

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 the order has been paid for; 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. Express orders placed before 1pm Monday to Friday are dispatched on the same day. Please check the delivery information page for a full list of our delivery aims.
Do you offer a next day delivery service?
Yes we do. For an extra £4.50 on top of our normal carriage, we will process your order on the day we receive it (for orders received before 1pm, subject to availability) and send it out by a next-day delivery courier service. This service is currently available to UK customers only. 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.
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 selected express delivery, this email will include any details required for tracking your order. If you have not received this email, please log in to your account on our website to check the status of your order.
Can I track my order after it has been sent?
UK orders: Standard orders in the UK are sent by Royal Mail 2nd class post, which does not allow tracking. Express orders in the UK are sent by next day courier service and do allow tracking. You will receive an email notification once the order has been sent out, which will include any details required for tracking your order.
5 International orders: We do not currently offer tracking for international orders. Please see our delivery information page for a guide on when you can expect to receive your order.
I live in Ireland and I have no postcode. The system does not allow me to order without entering one though, what should I do?
We know that some countries have no postcode, however we cannot allow customers from a country with postcode (like UK) to order without it, to ensure the goods being correctly delivered. If your address has no postcode, simply fill the field with some characters ( e.g.: a dash [-], '0', '0000'). Don't forget to double check your real address though (house number street name and city).

Wholesale customer specific questions

Are your prices excluding the VAT?
Yes. All our prices you see when logged in as a wholesale customer are excl. VAT. This does not apply for the rest of the customers.
Do we have the same delivery than the mailorder customers?
No. As we expect a wholesale customer to order more than a mailorder customer, we have set a price per box. For UK wholesale, carriage is charged at £6.50 excl. VAT per carton (approx. 50 bagged T/S) for standard mainland UK.
For worlwide wholesale, it will depend on the number of box, the size of the items, the weight of the packages and the location where it is sent. Please call for quote on export enquiries.

Modeling / Endorsements

Where can I send model requests?
Want to model for Spiral? Well first things first, you must be over 18. Secondly you must provide us with the following information; whether you are looking to be male or female model, name, age, dress/waist size, address, 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 tattoo’s, piercings & so on. Please send your details with the headline ‘female/male model request’ to the following email address: info@spiraldirect.com
What do you need for model endorsements?
As that is separate from model requests, we often get models requesting to be endorsed by us so they can wear our products in their own shoots, but we are not allowed to use them for the spiral catalogue. So they have to be 2 separate things.
I am in a band; I am a skater, a performers, an extreme rider or a event promoter and I would like to be endorse/sponsor by Spiral
Looking for sponsorship or endorsement? We're looking to get out there more! This isn’t just for bands; skaters, performers, extreme riders and events are welcome! We don’t really care where you are at or if you’re stupidly huge, whatever genre you are, etc. Get the chance to be part of the Spiral crew and have a bloody great time !
Please find all the details you need to send to us on the endorsement info page
Find out the bands we're already endorsing on the endorsement page

Technical/website issues

I've found an item in the catalogue but can't find it 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-left 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 buy feature, which allows you to enter product codes, select your sizes and add the items straight to your basket.
How do I use the 'quick buy' feature?
The quick buy feature is the quickest way of ordering multiple items if you already know the product codes of the items you want. Click on the quick buy button at the top of the website and you will be presented with a long line of text input boxes. Input the product code of an item you want into one of these boxes and the name and price of the item will appear next to it. Enter the quantity and select the size or variant and then move on to the next item. When you have finished, click 'add to cart', then you're ready to head to the checkout.
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 buy form to quickly add it to your basket.