FAQs
Frequently Asked Questions
Sizing and Garment Information
How do I choose the correct size?
For the most accurate fit, measure a garment you already own that fits you well and compare those measurements with the sizing guide shown on the relevant product page.
The following recommendations are general guidelines only.
Ladies’ T-Shirts
Ladies’ T-shirts have a slim fit.
For a more relaxed fit, select one size larger than your usual size.
View the Ladies’ T-Shirt Sizing Guide
Unisex T-Shirts
Unisex T-shirts have a relaxed fit.
For a tighter fit, select one size smaller than your usual size.
View the Unisex T-Shirt Sizing Guide
Unisex Crewnecks
Women
For a regular fit, select one size smaller than your usual size.
For a more relaxed fit, select your usual size.
Men
For a regular fit, select your usual size.
For a more relaxed fit, select one size larger than your usual size.
View the Crewneck Sizing Guide
Unisex Hoodies
Women
For a regular fit, select one size smaller than your usual size.
For a looser fit, select your usual size.
Men
For a tighter fit, select your usual size.
For a more relaxed fit, select one size larger than your usual size.
Important information about cotton shrinkage
Our hoodie and crewneck fabric has not been preshrunk. As the garments are made from 100% cotton, they may shrink by up to 5%.
If you intend to tumble-dry your hoodie or crewneck, please consider ordering one or even two sizes larger.
Personalised Pet Artwork
How do custom drawings work?
If you cannot find your pet in our existing artwork library, select 🎨 Custom Drawing from the customiser drop-down menu under “Type of Pet” or “Pet 1, 2, 3 or 4”.
Our artist will hand-draw your pet in our animated illustration style.
Select the Upload Pet Photo button and upload a clear photograph of your pet. Please follow our photo guidelines as closely as possible.
Your uploaded photograph is used for reference only and will not be printed on the product.
Using the same artwork on multiple products
When ordering several products using the same pet artwork, the custom drawing fee only needs to be paid once.
Upload your pet’s photograph on the first product. On the remaining products, select:
👈 Use artwork from first customisation
Once completed, your pet’s artwork will be added to our client artwork library so that you can use it for future orders.
View our Custom Drawing Video Tutorial
What photographs work best for custom drawings?
The quality, angle and composition of your photograph have a direct effect on the finished drawing.
A clear, front-facing portrait photograph usually produces the best result.
Our artist follows the visible features of your pet as closely as possible. Awkward angles, partially hidden features, poor lighting or unusual poses may therefore result in an awkward drawing.
Please ensure that:
- Your pet’s face and important markings are clearly visible.
- The photograph is in focus.
- The photograph has good lighting.
- No important features are hidden or cropped.
- The photograph shows the angle you would like reflected in the artwork
What happens if I am unhappy with my drawing?
Reasonable edits to the original drawing are free.
However, submitting a different photograph and requesting a complete redraw will incur a fee of R150.
Please remember that our pet portraits are intended to be cartoon-style depictions of your pet. They are not intended to be hyper-realistic portraits.
For a more realistic result, choose one of our products that prints the actual photograph of your pet.
Can I include more than four pets?
Yes.
Purchase an Animated Pets Add-On Pack to include up to eight pets on a T-shirt or hoodie.
Can I add a halo to my pet?
Yes. 💜
After adding the product to your cart, include an order note stating:
“Add a halo to [pet’s name].”
Please clearly identify which pet should receive the halo if your design includes more than one pet.
Product Customisation
Can I move the print position?
Yes. After adding the product to your cart, leave an order note explaining your preferred print position.
Simple placement changes can usually be accommodated at no additional charge.
If the request requires extra design work, additional printing or a different production method, we will contact you before proceeding.
Will the printed colours look exactly the same as they do on my screen?
Printed colours may differ slightly from the colours displayed on your phone, tablet or computer.
Different screens display colours differently, while printers, inks, fabrics and garment colours can also affect the final result.
On lighter-coloured garments, a thicker layer of ink may be applied to improve the durability of the print as the garment fibres begin to wear. The print may initially appear slightly darker and may soften after a few washes.
If an exact colour shade is especially important, please contact us before placing your order to discuss colour grading. An additional fee may apply.
Customisation is not an exact science because every order has a unique combination of colours, artwork, fabric and design elements.
By placing an order, you acknowledge that minor colour differences may occur.
Production and Turnaround Times
How long will my order take?
Our average production estimates are:
Hoodies and crewnecks:
10–15 business days
T-shirts:
7–12 business days
Custom drawing proof:
Approximately 4–8 business days
The turnaround period begins on the business day after your order is placed.
These estimates cover production only and exclude delivery time.
Turnaround times are estimates and may be affected by:
- Order volumes
- Fabric availability
- Artwork requirements
- Production delays
- Courier delays
- Public holidays
Why do hoodies and crewnecks take longer?
Our hoodie and crewneck fabric is ordered, cut and sewn on a per-order basis.
Although this process takes longer, it allows us to offer vibrant colours and quality 100% cotton garments.
After manufacturing, the garment is sent to our printing provider and added to the production queue.
Every personalised order is unique, and producing customised products on a larger scale involves several careful design and manufacturing stages.
Thank you for your patience while we create your order. We believe the finished product will be worth the wait.
Shipping and Collection
What delivery options are available?
We offer the following delivery options:
1. Door Delivery
Delivery usually takes approximately 2–5 business days from the date your order is fulfilled and dispatched.
2. Overnight Delivery
Delivery usually takes approximately 1–3 business days from the date of fulfilment, depending on your location.
The term “overnight” refers to the courier service selected after dispatch and does not include the production period.
3. PUDO Locker Collection
PUDO delivery usually takes approximately 3–5 business days from the date of fulfilment.
Your parcel will be sent to a selected PUDO locker.
After placing your order, follow the instructions in your order confirmation email to select your preferred locker.
You will receive a shipping confirmation from SilkWorm Creations once your parcel has been booked for delivery.
PUDO will send you an SMS and/or email when your parcel is ready for collection.
Important PUDO collection information
You have 48 hours to collect your parcel from the time it arrives at the locker.
If the collection period expires, you may need to:
- Pay for a new PUDO booking; or
- Collect the parcel from the relevant PUDO hub at no additional delivery charge.
Contact PUDO support using your LOCK number if you miss the collection deadline.
Are shipping times guaranteed?
No. Delivery times are estimates provided by the courier and begin only once your completed order has been dispatched.
Courier delays, remote locations, incorrect delivery information, public holidays and circumstances outside our control may affect delivery times.
Location
Where are you located and where are orders shipped from?
Our studio is located at Taaifontein Street, Montana Park, Pretoria.
Orders are shipped from this location.
Customers may arrange to collect completed orders from the studio. Please contact us on WhatsApp before visiting to confirm that someone will be available to assist you.
Orders, Cancellations and Refunds
Can I cancel my order?
Orders may be cancelled within 24 hours of being placed.
A 10% cancellation fee will be deducted from the value of the products. The fee does not apply to the shipping charge.
The cancellation fee covers software, artwork and processing costs incurred when an order is created. These charges cannot be recovered by SilkWorm Creations.
Once 24 hours have passed, the order may have entered the artwork or production process and can no longer be cancelled.
This applies even if the order is subsequently delayed due to circumstances outside our control.
Can I receive a refund?
We offer a 7-day refund policy on eligible non-personalised products.
Personalised products are made specifically for each customer and cannot normally be returned or refunded because of a change of mind.
If a personalised product has a confirmed manufacturing defect, we will assess the matter and arrange an appropriate replacement or remedy.
Please contact us as soon as possible if you experience a problem with your order. We will review the matter and do our best to resolve it fairly.
Order Communication
I have not heard from you since placing my order
You should receive an order confirmation email shortly after completing your purchase.
If you cannot find the email:
- Check your spam, junk and promotions folders.
- Search your inbox for “SilkWorm Creations”.
- Confirm which email address you used when placing the order.
- Check that the email address entered at checkout was correct.
Please contact us if you still cannot find the confirmation so that we can check your order details.
Technical Assistance
I am having difficulty customising or ordering a product
Our customisation video tutorial explains how to create and order a personalised product.
View the Customisation Video Tutorial
For the easiest ordering experience, we recommend using a desktop or laptop computer where possible.
If you experience a technical problem, please contact us on WhatsApp and include:
- A short explanation of the problem
- The product you are trying to customise
- A screenshot of the error or problem
- The device and browser you are using
This information will help us identify the problem more quickly.
Contact SilkWorm Creations
For general enquiries, order assistance or technical support, contact us using one of the following options:
Contact page:
https://silkworm.co.za/pages/contact
WhatsApp:
071 488 8724