Returns: Your questions answered.

For UK customers:

How can I return a product ordered in error?

If you have chosen the wrong product in error, we can collect the fabric and replace it. This would incur a carriage and restocking fee of £25.00 (fee subject to quantity returned).

What if the goods do not meet my expected quality standard?

All claims for goods not of satisfactory quality must be notified to our Customer Services team within 30 days of delivery. We cannot accept any carrier damage claims that are signed clear or that are reported to us after 7 days following your delivery (please check before signing for your delivery). If possible, please provide images of any damage or quality issues.

For international customers:

How can I return a product I ordered in error?

If you have chosen a product in error this can, in most circumstances, be returned. However, you will be responsible for all costs incurred for the returned item.

What if the goods do not meet my expected quality standard?

  • All claims for goods not of satisfactory quality must be notified to our Export team within 30 days of delivery.
  • We cannot accept any carrier damage claims that are signed clear or that are reported to us after 7 days following your delivery (please check before signing for your delivery).
  • If possible, please provide images of any damage or quality issue.

How will my claim be processed?

Once your claim has been accepted, we will arrange for collection of the faulty goods at no cost to you. A replacement order will then be entered into our system. Once we receive your goods back we will then arrange a credit. This process normally takes between 7-14 days for UK customers and around 14 days for international customers.

What tolerance levels do you work to on your fabrics?

Please find below the pass/fail criteria guidelines that we work to within the Textile Industry along with the tolerance levels given. This is based on the number of faults:

  • For fabric widths up to and including 160cm, we work to a fault rate of one fault in 10m or 10 faults in 100m being acceptable, depending on the fault type and the severity.
  • For widths exceeding 160cm, the norm is that a higher number of faults could be tolerated. However on widths of 284cm and over, double the number of faults would not be unacceptable depending on the nature and size of the faults.
  • When more than one fault is found in the same linear metre, it is only counted as one fault.
  • Cut lengths of fewer than 10m shouldn’t have any faults. All cut lengths are inspected.
  • One split/join is allowed in a roll of fabric up to 50m. For rolls exceeding of 50m, 1 join would be classified as acceptable.

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