Q. How can I contact you?
A. Our working hours are 9am - 5pm GMT Monday - Friday, please note we do not work weekends or bank holidays. For all customer service enquiries not answered in this FAQ please send an email to email@example.com and we will respond within 48hrs.
Q. What social media platforms can I find you on?
A. We have a very active Facebook Group, come and find us in the Fabridasher Gold Lounge. We also have a Facebook Page, can be found on Instagram and Pinterest.
Q. What sizes do you sell your materials in?
A. Most of our materials are available as 20cm x 30cm sheets, we also have an expanding number of products available as fabric rolls, fat quarters and meterage. Please note that we allow a 10mm cutting allowance as all materials are cut by hand.
Q. When will product xyz be back in stock?
A. We try our best to keep all our products in stock all the time, however as a growing business this is not always possible especially when a product sells quickly. If you are after a particular product please join our Facebook page as we notify all our customers through there first when we restock.
Q. What payment methods do you accept?
A. We accept all major credit and debit cards, as well as payment through PayPal. We do not accept bank transfers, money orders or cheques.
Shipping & Dispatch
Q. Do you ship internationally?
A. We happily ship worldwide, we send parcels internationally each day. We recommend upgrading to a fully tracked shipping method at checkout as international parcels can sometimes be held in customs. Please allow 45 working days for your parcel to arrive from shipping date. The majority of parcels arrive within a week to Europe and 30 days worldwide.
Q. When will my order be dispatched?
A. 95% of the time orders are dispatched within 72hrs, however during product launches and peak periods it can take up to 7 working days for orders to be dispatched. Please keep this in mind when placing your order. Should you require your order urgently, then please purchase the "rush processing" option from our "haberdashery" section of the website.
Q. What shipping carrier do you use?
A. For most of our orders we use Royal Mail first class delivery, however for larger orders we use a courier service. Both of these services aim to delivery within 3 days of dispatch for first class and are reliable services.
Q. Where is my order?
A. Unless you have chosen a tracked service at checkout for your order we cannot track an order with Royal Mail until 10 working days (or 45 working days for international customers) have passed from the scheduled delivery date. All our parcels are sent with a barcode readable by Royal Mail that gets scanned at your door and ensures we do not lose any parcels. If your parcel has not arrived and is still within 14 days of shipping, (45 days international) please allow a little longer in case there have been delays in the delivery system. If it has been 14 business days (45 international) then please email firstname.lastname@example.org and we will put in a call with Royal Mail.
Q. I have missed something from my order, can I add to it?
A. Due to a large number of orders daily we are no longer able to offer the option to add-on or merge orders. We kindly request our customers to put through a new order in these instances for the additional products and these will be processed as quickly as possible.
Q. I have a problem with my order, can you help me?
A. Sure, please send an email to email@example.com and your customer service enquiry will be answered within 48hrs.
Q. How do I check the status of my order?
A. We offer all our customers the option to have an online account with us, this allows you to login and check on your order status. Please note that we no longer send packing slips with our orders to reduce our carbon footprint and save trees.
Q. I have received a refund what was this for?
A. On occasion it may be necessary to refund an order if items have gone out of stock. Where possible we will try to offer a suitable alternative and contact you before shipping.
Q. My order has only been partially fulfilled, when will I receive the rest of the order?
A. Sometimes when our stock goes out of sync we get orders where products are sold when we no longer have any stock. If we are expecting a delivery of these items within the next few days, we will hold your order and send altogether. However, if we are expecting them within the next 5-14 days, we will send your order partially fulfilled with the remaining items being sent when they come back into stock.
Please note if your account states your order is partially fulfilled, but not shipping email has been sent, then your order is still being processed and you will receive an email notification when it is dispatched.
Q. Can my purchase be returned?
A. We abide with distance selling regulations and offer our customers a 14 days returns policy. If you are unhappy with your product then please return it to us within 14 days of receipt and we will offer you a full refund less a 20% restocking fee.
If you are returning an item please return to:
Unit 7 Netham Industrial Estate