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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

 

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