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FAQs

Here you will find answer to some of the questions we are asked most often. Due to the Coronavirus pandemic, some of this information is subject to change at short notice. See our Covid-19 page for more details.

Click on the ‘plus’ icon to expand the sections below.

About your order

After I have placed an order, how will I know you have received it?

After your order and payment have been processed by the system, you will automatically be sent an order confirmation email. This shows the products and quantities ordered, the delivery address and your five-digit order number.

If you do not receive this email, firstly please check your Spam or Junk folder in your email system, in case the order email has been filtered out.

If you still do not have your order confirmation email, contact us stating the name which was on the order and the date on which it was made, and we will try to locate your order for you. Most often the lack of a confirmation email is simply an error in the email system, not a failure of the order itself.

Can I add items to my order?

Please take every care to ensure you order all the products that you genuinely want. We are unable to combine orders or add further items to existing orders once placed. If you need further items you will need to place a new order.

Can I cancel my order?

Please take every care to ensure you order all the products that you genuinely want, as cancellations and refunds may take 7-10 days to process.

If you ordered something by mistake and wish to cancel, please contact us as soon as possible in order to stop the order from being processed and dispatched.

For orders which have already been dispatched at the point of customer cancellation, the terms of the Distance Selling Regulations provide 14 days from order receipt (by you) in which to cancel your order and return the goods, however the postage will be at your own expense unless the goods are faulty or unfit for purpose. This does not affect your statutory rights as a consumer.

Please see Delivery and Returns for details about how to return items.

Can I return or exchange items in my order?

You can return fabrics*, ready-made goods, and all other products for a refund, if they are unsuitable in any way. If you wish to exchange goods for something else, the quickest way to achieve this is to return the goods for a refund, and place a separate order for the other things you want.

When you want to return something, please follow the instructions on the Returns form, and also contact us within 14 days of receiving your goods so that we may help you with the return.

Items must be returned to us in their original condition, securely packaged, within 28 days of receipt by you. 

If the goods are returned due to an error on our part or a fault within the product, then we will refund the price of the goods plus postage costs. If the goods are returned for another reason – e.g. you changed your mind or did not like the colour – then the postage costs will not be refunded.

* This policy does not apply to samples or Interiors fabrics, which are non-returnable.

This does not affect your statutory rights as a consumer.

I can’t complete the payment process

Some common reasons for payment failing are:
• Paypal having technical website problems
• The payment card linked to your account being past its expiry date
• The details on the card not being entered correctly

It sometimes helps to switch internet browsers to complete your order, or try to use a different device.

If you cannot complete a payment for an order, we are happy to accept orders and payment over the phone using a credit card, or via email using a PayPal invoice. Please contact us for help.  

Where’s my parcel?

Orders (excluding Interiors and Quilt BOM) are usually dispatched within the dispatch time estimate shown on your confirmation email and at the top of the Checkout page. If an item is out of stock or delayed we may contact you by email to agree a replacement.

Once your order has been dispatched by us, we send you an automatic email to notify you of this.

If your parcel has not yet arrived and you’re concerned, then please take the following steps:

  • Refer to your order dispatch email to note the date the order was dispatched by us;
  • Check the safe places near the delivery address (e.g. a side porch, shed, or a neighbouring property);
  • If your shipping address is a business/organisation rather than residential, please be sure to check your mail room or goods-in area carefully;
  • Check your order details to ensure that the postage address you supplied is 100% correct.

Please contact us if you have been waiting an unreasonable amount of time, and we will do whatever we can to help. We are only able to track parcels for which a tracked postage service was selected at checkout.

In our experience, delayed parcels do mostly arrive. Therefore we are unable to offer a refund or replacement product until a certain time has passed after the dispatch date: three (3) weeks for UK, six (6) weeks for non-UK. 

This delivery policy does not affect your statutory rights as a consumer.

Delivery

Delivery

We do ship internationally. All products and fabrics can ship to any destination worldwide.

Dispatch time

Our current dispatch time is indicated at the top of the Checkout page. If you add any physical product to your basket you can then “Proceed to Checkout” to see the dispatch time, and return to shopping afterwards.

Dispatch time: Interiors

Dispatch time for Interiors fabrics is always about 4 weeks. Dispatch for Interiors samples varies – some samples we have in stock (therefore can dispatch within current retail dispatch time frame) but some we have to order (therefore will take about 4 weeks).

For all other Delivery information, please see our Delivery and Returns page

 

About our products 

Can you send samples?

Tana Lawn

We can send up to 5 Tana Lawn print samples, at a cost of £3.00 each plus postage. Each sample piece measures 10cm by 137cm (full width of fabric). Please contact us with your sample request, and we will email you an invoice for payment.

We also offer up to 8 plain Tana Lawn swatches for free. Each swatch piece is about 2 inches square. Please make your request for plain swatches in the notes section of your regular website order, or contact us with your specific request if you want plain samples but are not currently ordering.

Tana Lawn samples are usually cut and sent out within the same time-frame as the current dispatch queue (shown at checkout).

Interiors

Interiors samples: a sample piece can be ordered from within each Interiors fabric listing, charged at £2.50 per sample plus postage.

Do you do discount coupons or voucher codes?

Although we sometimes run specific promotions in partnership with magazines, most of the codes or vouchers you see on voucher code websites are not legitimate and will not work.
 
Unfortunately many discount/voucher code websites falsely advertise a range of codes for all sorts of companies, including ourselves, which are either made up or merely reflect an existing promotion on certain sale products. Our sale products are available to any visitor to our website, so a code is not needed to receive these discounts.
 
If you have an in-date code from a magazine and it isn’t working, please enquire with us and we will investigate any issues. 

The item I want is shown as Sold Out or Back Order. Will you be getting more in?

“Sold Out” means that we currently have no stock of that fabric or product. However we may be getting more. Please contact us to enquire about availability.

If the item is shown as *BACK-ORDER* or *PRE-ORDER* then you can order as usual but there will be a delay (specified in the listing) until this product is ready to be dispatched. Your whole order will wait to be dispatched until this product is available, so if you need the other items more urgently please place a separate order for them.

How do your Gift Cards work?

Alice Caroline gift vouchers are a great way to send a thoughtful gift to a keen sewer, without the stress of choosing something which they might not need. Our gift vouchers are fully digital and can be delivered to your recipient’s email address immediately or on a specific date, if you choose. Here’s how they work:

  1. Go to Gift Vouchers via the Gifts & More menu
  2. Choose the image you’d like to be displayed in the recipient’s gift voucher
  3. Choose the amount for the gift voucher
  4. Select your preferred delivery date
  5. Enter the recipient’s email address and name. If you want, you can enter your own email address if you would like to receive the gift voucher email and print it to give to your recipient in person.
  6. Enter your name and your message.
  7. Click Add to Basket
  8. Proceed through payment as normal. (NB: In your shopping cart, you can ignore the “Have a Gift Card?” section – this is where your gift card recipient would click, when they spend their card in future). Once payment has been completed successfully, you will then see an Order received screen with your order details and order number. At the same time, you should also receive an order confirmation email.
  9. The gift voucher itself will be delivered to the email address you provided for the recipient, at the time you requested.

The gift voucher recipient will receive an email gift voucher which includes a gift voucher code. This code can be used against any purchase(s) on www.alicecaroline.com, including P&P costs. It is valid upon delivery of the gift voucher email and does not have an expiry date.

Should your gift voucher recipient have any problems redeeming their gift voucher, they can contact us by phone or email and we will usually be able to reply and help within one business day (Monday to Friday, 9am-5pm).

Fabric technicals: sizes, cutting, usage, washing

How wide are your fabrics?

Base

Width (inches)

Width (centimetres)

Tana Lawn

54

137

Liberty Quilting Cotton

44

110

Liberty Chambray

56

144

Liberty Interiors

See listing

See listing

Other Liberty bases

See listing

See listing

Other brands

See listing

See listing

What size is a fat quarter/eighth?

In Tana Lawn, one fat quarter is 18” x 26.5” (45cm x 67cm) and one fat eighth is 13” x 18” (33cm x 45cm). We also supply other brands as fat quarters and their sizes are different so please check the listing.

How would you cut a multiple order of fat quarters (FQs)?

By default, fabrics will be measured and supplied as per your order. For example, three FQs will be supplied as 1 half-yard (which you can divide into 2 FQs) and 1 FQ. 

If your needs are different, please add a note in your order. For example, a three FQ order could be cut as a three-quarter yard piece, or a single FQ could be cut as a long quarter (9″ x 54″). 

Can I use Liberty Tana Lawn for quilting?

Yes, you can. Liberty fabric is wonderful for quilting. Super-soft, it’s wonderful to work with and the timeless prints will make your project an heirloom to pass down the generations.

What is the difference between Tana Lawn and Liberty Quilting Cottons?

Liberty Quilting Collections are printed on a 100% cotton Lasenby base, specifically designed for quilters. It is a little thicker and less silky-smooth than Tana Lawn, but shares the same detailed printing of finely-drawn floral motifs.

Can I use Liberty Tana Lawn for dressmaking?

Liberty Tana lawn is suitable for many sorts of dressmaking projects. It’s lovely to work with and behaves really well with a sewing machine. It’s great for dresses, tops, tunics, shirts, pyjamas, children’s wear, tailored linings, and plenty more.

Should I pre-wash Liberty Tana Lawn before I use it?

There is generally no need to pre-wash Liberty fabric before using it in sewing projects as the fabric shrinkage is negligible. However, if your are working with a variety of strong colours, or if pre-washing fabric is your personal preference, it is fine to pre-wash Tana Lawn.

How should I wash Tana Lawn?

Wash at 30 degrees (although I put mine in at 40 with my normal wash and it’s fine). To keep it looking its best use a laundry powder or liquid that doesn’t contain bleach.

Do you recommend any particular kind of thread or sewing needle for working with Tana lawn?

I mainly use Gütermann Sew-all thread, and size 70 sewing machine needles, perhaps switching to a size 80 for quilting.

 

Last updated: 2/8/21

 

Liberty Stars Subscriptions

We run several subscription schemes which offer regular deliveries of Liberty fabrics direct to your door for a whole year!

The Rainbow Stars club features 12 deliveries (one per month) of a multi-coloured rainbow selection of carefully curated fabrics.

The Seasonal Stars club contains 4 deliveries (one per quarter) of beautifully season-appropriate prints.

Liberty Stars Clubs – Rainbow and Seasonal

Both Liberty Stars Club subscriptions offer regular deliveries of fat quarters or fat eighths direct to your door for a whole year. Each delivery contains different fabrics so you can be assured of an exciting new bundle of Liberty loveliness every time.

The Rainbow Stars club features 12 deliveries of a multi-coloured rainbow selection of carefully curated fabrics, whilst the Seasonal Stars club contains 4 deliveries of season-appropriate prints.

 

Rainbow Stars

Seasonal Stars

 

Fat Quarters Club

Fat Eighths Club

Fat Quarters Club

Fat Eighths Club

Colour scheme

Multi-coloured rainbow

Multi-coloured rainbow

Season-appropriate selection

Season-appropriate selection

Included in each delivery

Six FQs (each being 18” x 26.5”) of Liberty Tana Lawn

Six FEs (each being 18” x 13”) of Liberty Tana Lawn

Six FQs (each being 18” x 26.5”) of Liberty Tana Lawn

Six FEs (each being 18” x 13”) of Liberty Tana Lawn

Freebie

Four free FQs, one each in your 3rd, 6th, 9th and 12th month of membership

Four free FEs, one each in your 3rd, 6th, 9th and 12th month of membership

Two free FQs, one in your 2nd delivery, one in your 4th delivery

Two free FEs, one in your 2nd delivery, one in your 4th delivery

Deliveries per year

12

12

4

4

Frequency of delivery

Once per month

Once per month

Once per three months

Once per three months

Price

£31.20 per month, plus P&P

£15.60 per month, plus P&P

£31.20 every 3 months, plus P&P

£15.60 every 3 months, plus P&P

Duration

12 months

12 months

12 months

12 months

 

Payment for subscriptions schemes

Once you have signed up to one of the clubs, a recurring payment of the price, plus postage and packing, will be taken from the payment card provided over the 12 month period.  Your card details are processed securely through our payment provider and we do not receive or retain any card details on file. The subscription will cease automatically at the end of the 12; should you wish to continue or sign up again, please get in touch to let us know.

If your payment card expires or you wish to update the method of payment for the subscription, please follow these steps:

  1. Log in to your account (Hover over the small symbol of a person, click My Account, then enter your email address and password).
     
    2. Click My Subscriptions, click View alongside your Radiant Stars subscription.
     
    3. Scroll down to the section called Actions, click Add Payment
     
    4. Select Credit Card payments, click New Card
    • Input your card number
    • Input your card’s expiry date
    • Input the card CVV code (the last 3 digits of the small number on the back of the card)
    • Input the post code of the address to which the card is registered
    • Click Add Payment Method to save the card details
     
    5. Back in the Your Account menu, Click Payment Methods.
     
    6. If more than one card is shown, click Make Default next to the card you’ve just saved; and click Delete next to any card(s) that have expired.

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