About your order

I want to place a bespoke or custom order, how do I do this?

Our most popular custom order request is for the Ultimate Scrap Pack, which consists of multiple tana lawn pieces sized 9” by 13”. We can make up an Ultimate 20 Scrap Pack in a colourway or pattern scheme of your choice. This product is available via the product listing for “Ultimate 20 Bespoke”. To specify your requirements please include them in the order comments box, or email orders@alicecaroline.com stating your order number, for example:
– Listing the specific fabric names you would like
– “all leafy prints, in greens and yellows”
– “a range of blue and grey, boyish prints”
We are happy to choose a range of fabrics for your scraps and will do our best to match your description, but please bear in mind that the fabric choice we make on your behalf might not suit your exact taste.

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

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 via orders@alicecaroline.com, 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, as order additions, extra payments and/or refunds may take 7-10 days to process.

If we receive your order for extra products within one business day of your original order, it may be possible to combine the two orders together.

The simplest way to do this is to place a new order on our website and request combined postage with the previous order. Please state your combined postage request in the order notes of your second order, e.g.:

“Please combine postage with order 98765”

Postage refunds will be processed (if available) within one week, via the original payment method you used. 

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 cut fabrics or a bespoke order?

We try at all times to deliver goods which you will love. If you are not satisfied with your purchase for any reason you may contact us within 14 days of receiving your goods to initiate a return or exchange. Items must be returned to us in their original condition and original packaging within 28 days of purchase. Please ensure that you contact us prior to sending an item back, including your preference for a refund or exchange for a different product.

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 does not affect your statutory rights as a consumer.

Can I return or exchange ready-made products?

We try at all times to deliver goods which you will love. If you are not satisfied with your purchase for any reason you may contact us within 14 days of receiving your goods to initiate a return or exchange. Items must be returned to us in their original condition and original packaging within 28 days of purchase. Please ensure that you contact us prior to sending an item back, including your preference for a refund or exchange for a different product.

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 does not affect your statutory rights as a consumer.

I can’t complete the payment process (PayPal, credit card or debit card)

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

Occasionally, it can help 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. Our Contact page includes our email address and phone number. 

If you are emailing us about a problem with payment or another website issue, please include in the email: your browser, device and payment method, and a description of what seems to be happening (or not). This will help us to identify the source of any problem.

I’m getting an error message when I try to order on your website

Please contact us via fabric@alicecaroline.com with details of the problem. We always appreciate being informed about any issues or errors, and if there is a known “snag” we may be able to help you get past it. If there is a new issue then we can raise this with our technical team in order to resolve it.

Where’s my parcel?

Most orders are dispatched within two business days and arrive safely in under a week (two weeks for international), depending on how far they need to travel.

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

  • Refer to your order confirmation email to note the date the order was dispatched by us (this may be up to 5 working days after ordering, during busy periods);
  • 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;
  • Contact us if you have been waiting an unreasonable amount of time and we’ll do what we can to help.

 

In our experience, delayed parcels do often arrive eventually. Therefore we are unable to offer a refund or replacement product until a certain time has passed, as detailed below:

Delivery service: Refund or replacement possible after:
UK Flat Rate delivery 10 working days
UK Next Day delivery 1pm on the working day when delivery was due
International Worldwide post 30 calendar days
International Tracked 30 calendar days

If your parcel has not arrived, please contact us via (+44)1386 725000 or orders@alicecaroline.com and we will locate as much information as possible about your parcel and offer a solution which meets your needs.

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

About the delivery services we use

UK: Flat rate
UK flat rate delivery is sent by Royal Mail First Class and is untracked; however we are able to see exactly when the parcel was dispatched from us and can often retrieve some information about delivery. 

UK: Next Day

UK Next Day delivery is sent by Royal Mail’s Special Delivery service. This is guaranteed to arrive by 1pm on the next working day after the parcel was dispatched. This service requires a signature upon delivery.

Non-UK: Worldwide post
“Worldwide post” orders are sent by Royal Mail and the relevant local postage service to your country. This service is untracked which means it is impossible to trace parcels. As such, we recommend selecting the International Tracked service at checkout if your order is time-sensitive or of high value.

Non-UK: International tracked
“International Tracked” orders are sent via Royal Mail’s International Tracked service. Upon dispatch of your order you should receive an email from us which includes the tracking number for your parcel and a hyperlink with which you can track its progress.

 

What shipping/postage options do you offer and how much will this cost me?

See our Delivery section in our FAQs for an explanation and price estimate. Alternatively add items to your cart and select Calculate Shipping (non-UK) or choose a shipping option (UK) to get a postage quote.

Delivery

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

UK DELIVERY

Within the UK, we offer two shipping options: Flat Rate and Next Day.

Flat Rate: this is Royal Mail first class post service, and is charged at £3.50 no matter what size your order. Parcels usually arrive 1-2 business days after dispatch. You will receive an email notifying you of dispatch.

UK Next Day Delivery: This is Royal Mail’s Special Delivery service, and for a typical order is charged at £7.90 to £11.00 depending on weight. This service may not be available during certain of our busier times.

Providing your item is in stock, your order is guaranteed to be delivered by 1pm on the next working day (* except Alderney, Sark and Herm), if you place it by midday on a working day. For example, an order placed before midday on Thursday would be received on Friday. An order placed between noon on Thursday and noon on Friday would be received on the following Monday. 

Items sent in this way require a signature upon delivery.

If you need guaranteed Saturday Delivery (priced from £13.50), please call or email us to arrange this. We will be glad to help you meet your deadline in any way we can.

* Alderney: Special Delivery is by 5.30pm next working day. Sark and Herm: Special delivery is by 5.30pm within two working days.

Collection in person: if you are in the local area (Gloucestershire/Worcestershire border near Tewkesbury – GL20 7PP) we are happy for you to arrange a time to pop in and collect your order instead of it being posted.

INTERNATIONAL DELIVERY

For international customers, the shopping cart will calculate appropriate shipping based on the value of your order and your location. Please add your desired items to your shopping cart, view your cart and select ‘calculate worldwide shipping’.

If the shipping calculated for your order differs greatly from your expectations, please let us know and we will be happy to refund the difference if you have been overcharged.

Shipping from the UK to…

 

Order value under £100

Order value over £100

Europe

untracked

£5.20 £8.60

tracked

£10.20 £13.60

Rest of the World

untracked

£6.50 £11.80

tracked

£11.50 £16.80

NOTE:

  • For high value or time-sensitive orders we recommend you select International Tracked delivery at checkout, for your convenience and peace of mind

Customs charges / Import taxes

Any local customs charges or import duties applicable to your country will need to be met by you. In our experience it is very rare that our goods are stopped by customs; however if this does happen, you will need to contact your local customs office for details.

Special countries/regions: Canada, Spain, Italy, Greece, Mexico, Africa, India, UAE.

We do strongly recommend selecting the tracked service to these countries, where we have experienced problems with lost or delayed deliveries in the past. Adding tracking to your shipping option gives you some peace of mind, as you can trace your parcel’s journey.

The United Arab Emirates
We are glad to ship to your country. We strongly recommend shipping to a PO Box, unless you know that you are able to receive non-couriered delivery from overseas successfully. We also strongly recommend choosing tracked shipping and we may contact you to upgrade your order if you have not chosen this option at checkout.

 

COMBINING POSTAGE

At our discretion we may be able to combine the cost of postage for two or more orders placed within one working day. If you would like to request combined postage, please state this in the order notes of your second order, and include reference to the order number of the first order. Postage refunds will be processed (if available) within one week.

My order payment has been taken but I haven’t had an order confirmation

When your order is accepted by our website you should immediately receive an email with details of the order. Sometimes this is filtered out by the email client and hidden in the spam or junk mail folder, so it is worth checking these to see if this has happened.

If you cannot locate this email and would like to check to ensure we have received your order, please contact us and we will be glad to help.