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Order & Shipping Info
Please find a compilation of FAQs that might provide useful information to you.
You can also review our Terms and Conditions here.
Q: Customer Registration
Is it required to register when I place an order?
A: Registration is not required. However it is recommended as it saves you time when checking out with any future orders by allowing you to create a login and password.
By registering, you will also have the ability to review past orders, pay for any outstanding orders, and edit your account information. This information is taken and held by our secure server - you will notice that the registration page will change to a secure server and starts with https:// instead of http:// , and your browser should display a padlock to show it is a secure page.
The only information that is stored is your name and delivery information. You can rest assured that we will not use this information for anything else other than for posting your items to you. You can review our Privacy Policy for further information.
Q: UK Shipping Rates
What are your UK shipping charges?
A: Please review our chart below for postage on deliveries within the UK. Orders are shipped by 1st Class delivery using Royal Mail. I obtain a Proof of Posting on all orders that are sent out.
Recorded Delivery or Special Delivery will be made available for selection during checkout for orders that are £40 or less. I highly recommend using one of these methods as it provides tracking and compensation.
Once your order is more than £40, you can select to send by Standard Parcels or Special Delivery only.
These rate are in effect from January 25, 2010
| 1st Class - order value of £40 or less | 1st Class Recorded- order value of £40 or less | |
| £0.00 - £10.00 | £1 | £1.75 |
| £10.01 - £25.00 | £1.95 | £2.70 |
| £25.01 - £40.00 | £2.95 | £3.70 |
| £40.01 - £99.99 | Special Delivery or Standard Parcels(see below) | n/a |
| £100.00 on up | FREE | n/a |
TIP: the weight of the items in your basket is displayed when you go to 'View Basket'
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Q: International Shipping Rates
What do you charge for deliveries outside the UK?
A: Delivery outside the UK is primarily by normal Airmail based on the weight of your order. However if your order is £40 or more, it will be sent using the appropriate method to provide compensation needed. ie. AirSure or International Signed-for(dependent on availability to your country). Airsure is also optional for an additional £4.50 if your order is less than £40.
When your order weighs over 2kg, it will be split into multiple packages. For orders over £40, you will have the option of having it sent by an economy rate which means it will be sent in multiple packages, or you can pay the higher price to have it all sent together.
TIP: the weight of the items in your basket is displayed when you go to 'View Basket'
|
Europe |
Rest of World |
All Destinations Insured |
Europe Airsure |
Rest of World Airsure | |
| Value | up to £39.99 | up to £39.99 | up to £39.99 | £40 and over | £40 and over |
| Weight up to: | |||||
| 100g | £1.50 | £1.95 |
Add £4.50 to postage |
£8.16 | £8.63 |
| 200g | £2.10 | £3.20 | £8.77 | £9.89 | |
| 300g | £2.69 | £4.36 | £9.39 | £11.06 | |
| 400g | £3.24 | £5.56 | £9.94 | £12.26 | |
| 500g | £3.79 | £6.76 | £10.49 | £13.46 | |
| 600g | £4.34 | £7.96 | £11.04 | £14.61 | |
| 700g | £4.89 | £9.16 | £11.59 | £15.76 | |
| 800g | £5.44 | £10.36 | £12.14 | £16.91 | |
| 900g | £5.99 | £11.56 | £12.69 | £18.06 | |
| 1kg | £6.54 | £12.76 | £13.24 | £19.21 | |
| 1.5kg | £9.29 | £18.76 | £15.74 | £24.71 | |
| 2kg | £12.04 | £24.76 | £18.24 | £30.21 | |
| 3kg | £17.54 | £36.76 |
£74.04 or £24.04 economy |
£75.04 or £42.76 economy |
|
| 4kg | £23.04 | £48.76 |
£81.64 or £31.54 economy |
£80.24 or £56.26 economy |
|
| 5kg | £28.54 | £60.76 |
£89.24 or £39.04 economy |
£85.44 or £69.76 economy |
For insured orders, Airsure will be used if it is available to your country, otherwise your order will be sent by International Signed-for. A signature is required upon delivery when your order is sent by International Signed-for or Airsure.
See our Returns Policy for special note for international buyers
Please be aware that you may be subject to customs charges. This is imposed by customs in your country based on the value of your package. I have no control over this, nor am I responsible for any of these charges.
Q: Payment Methods
What methods of payment do you accept?
A: Payment for your order can be made by Visa, Mastercard, Maestro, Switch or Solo, and other major credit cards, or by Paypal. Only orders within the UK can be paid for by postal money order, PayOffline, or GoogleCheckout. Click Here to read a brief explanation of these payment methods.
Payment accepted in British Sterling(GBP/£) only. Please go here to convert to your currency if you want an idea of how much your order is.
Payments for any order must be received within 7 days after placing your order. After this time, your order will be cancelled unless I hear from you. Please let me know of any problems.
** Effective beginning February 5, 2008 we will no longer accept personal cheques for payment**
If you don't like using the shopping cart and would like to send in your order, please [ Print Our Order Form ] and use to write out your order. Remember that this method does not reserve your fabrics for you, so they might sell by the time I receive your payment! The best way is to use the shopping cart and select to pay by Postal Order during checkout. You can then print out the invoice to include with your payment.
Postal Orders should be made out to 'LF Creative Web' and posted to:
Creative Fabrics
117 Burton Road
Branston
Burton-on-Trent
Staffs
DE14 3DP
Q: Gift Certificates
How do I use my Gift Certificate for my order?
A: Place your order as normal and start the checkout process. When you are viewing your basket, you will see a box to enter your Gift Certificate code.
If your order comes to LESS than the value of your certificate, the remaining balance can be used at a later time by using the same gift certificate number. So be sure to keep this in a safe place.
If your order is MORE than the value of your certificate, then you will have the chance during checkout to make payment. Your order will be shipped upon receipt of the payment for the remaining balance.
Q: Shipping Time
How long until my order ships?
A: My Responsibility:
I strive to ship all orders paid online or by postal order within 3 working days on receipt of payment. Please allow an extra day when this runs into a weekend or holiday. Unless I have a very busy week, I will normally be posting on Mondays, Wednesdays, and Fridays only. If I receive your order by 10am on one of those days, I will try to post it out the same day, but this is not a guarantee, especially during busy times.
Royal Mail's Responsibility:
Orders within the UK by First Class which has a 1-2 day delivery aim; 2nd class is 2-3 days.
Orders outside the UK are sent by airmail. This can vary depending on the destination but as an example, for destinations as far as Australia, Japan, etc, the delivery aim is 5-7 days.
Q: Incorrect Postage Charge
I live in the UK, and I spent over £10. Why have I been charged postage? or, Why have I have been overcharged on postage?
A: More than likely when you went through checkout, you did not select the correct option for shipping if you wanted the free shipping..
The way the shopping cart is set up, the top option is always selected by default. You MUST select the free shipping option even if you know you qualify for free shipping. Otherwise you risk being charged.
If you are charged for shipping in this case, I will refund the shipping charges that you paid provided that your order has not already been sent by the method selected.
Postage charges are made as accurately as possible, but should there be an overpayment of £1 or more on your shipping, you are entitled to a refund or store credit in the amount of the overcharge minus 25p which I would allow for handing and packaging charges. Please contact us within 7 days of receiving your parcel to request your refund if it has not already been dealt with. Requests beyond 7 days will not be honoured.
Q: Return Policy
What is your return policy?
A: I will gladly accept a return for any item for any reason if you inform me within 14 days upon receipt of your order. Refunds will be given in the form of a store credit for the amount you paid for that item. However if the return was made due to an error on our part, you will have the option of a store credit or refund through the method used to pay for your order. Your refund will include postage if we were at fault.
Important Note for International Buyers - Remember that refunds do not include the postage you paid. I also cannot stress enough to make sure you know what your order total equals in your currency before ordering.
If damage was caused through the post, then I will need to make a claim with Royal Mail. First I will try to replace the item for you and I will take care of the claim. However if I am unable to replace your item, it is my policy to wait for compensation from Royal Mail before issuing a refund. I will deal with this on a case by case basis though which will depend greatly on the amount involved. Please note that I cannot file a claim until after 15 working days have passed from the time the order was posted for UK orders; for international order, I cannot file a claim until after 25 working days from when the order was posted.
If you find it necessary to make a return, I encourage you to send me an email about the problem so that we can come to an agreeable arrangement. I will not accept returns without prior notification and consent.
Q: Out-of-Stock Items
Your site said you had 3 of one item when I ordered it. Is that guaranteed?
A: I will do my best to try and keep the inventory as accurate as possible, and describe and present the fabric to you to the best of my ability. But because of the large inventory that I have, there will be shortages from time to time although this is very infrequent.
If there are any discrepancies which affect your order, I may or may not notify you before sending your order, depending on the following:
1. If an item is sold out and I know where I can find more, I may offer to order some in. If I cannot locate more of the fabric, I will send the remainder of your order with a refund on the sold out item.
2. If it is a slight shortage:
Example A: You ordered 1 yard, and I find I am 1" short of this. I will email you to see if you still want the fabric, with a refund on the missing amount.
Example B: You ordered 3 fat quarters and I find I only have 2. I will send the 2 fat quarters and refund the 3rd. You of course can notify me if you would like to return the fabric, and it will be done at our expense.
I will never make a substitution without consulting you first.
Q: Lost Order
I still haven't received my order. What can I do?
A: If you believe your order has been lost in transit, and you feel enough time has passed, be sure to email me about it.
Some of the things you can check first are with your local post office, check for any cards that may have been pushed through the door in your absence, check with a neighbor where your package may have been left with, etc.
It is my policy to wait to receive compensation from Royal Mail before I issue a refund to you. Please note that I have to wait 15 working days from when I posted your item before I can make a claim; for international orders this is 25 working days. I then have a form to fill out, and send to them by post with the appropriate receipts. So your refund will be issued as soon as I receive something from them.
Q: Errors in Order
My order is wrong! I am missing an item!
A: I can only offer many apologies, and if you let me know which item it was I will correct it as quickly as possible. So be sure to email us using the email address on your order invoice, or through our Contact Form about the problem.
Please be assured that it was not intentional. I'm afraid that as we are human, mistakes are bound to happen from time to time.
Q: Response Time
I sent an email yesterday and have not heard back. When should I receive a response?
A: Generally speaking, we strive to answer all emails within 3 days. However I have to prioritize certain emails, so emails concerning orders or any problems with orders, etc will be top of the list. Emails asking me how much fabric you should use to make your daughter's duvet cover with matching curtains would be bottom of the list.
The reason? The first issue deals with a current customer and/or with an order that has already been sent. The last one is very vague as I don't have measurements to help you with, don't know the style, etc... sorry, I just have ALOT to do, and as much as I would like to help I just can't devote that much time into those questions.
Q: Multiple Purchases
Will my purchase be in one piece if I buy more than one?
A: In most cases you will receive fabric in one continuous piece. Exceptions would be as follows:
-We already know that the fabric is in multiple pieces. This info will be specifically listed in the item description.
-We don't know that the fabric is in pieces, but we find out when filling your order. We will contact you and find out if you still want the fabric. If not, we will cancel the sale and refund your money.
-The listed fabric is being sold by the piece and not by the yard. This will be evident in the listing description.
Please Note: When purchasing 3 fat quarters, you will receive a half yard piece, plus one fat quarter.
Q: Lost Password
I can't remember my password. What should I do?
A: If you are not able to remember your password, you will be able to retrieve it when you are on the log-in screen.
You will first see the boxes to enter your email and password. Just below that will be a link that says 'Forgot Your Password?'. You will need to enter your email address that you registered with. Click the submit button, and your password will be sent to you by email. When I tested it, it was sent straight away.
Q: Physical Shop
Do you have a shop I can visit?
A: We sell strictly online from our home, so unfortunately we do not have a shop where you can just drop by to view our fabric. Please note that our home is not open,nor set up, to allow customers to pop in for a visit. I encourage you to use our contact page if you have any questions about our fabric.
Q: Placing an Order
I saw some fabric I really like. How do I order it?
A: Whether you will pay by post or online, you will want to use the shopping cart. It will make it easy for you to view your selected items and see the running total, and, once you have gone through checkout, that fabric is set aside for you. If you would rather not use the cart, and would like to post your order with payment, you can [ Print Our Order Form ]. Note though that we cannot guarantee that the fabric that was available when you filled out the form will still be available when your payment and order arrives with us.
While browsing our fabrics, you will notice a place to enter the quantity you would like, and then an 'Add to Cart' button. Simply enter how much you would like keeping in mind how much is shown that is available. Click 'Add to Cart' and you will be taken to view your shopping cart. Once you view your shopping cart, you will be able to change the quantity as well as remove an item from your cart before making payment.
When you are ready to check out, click the Checkout button - you may first need to click View Cart if you are not already on that page. You can register if you like, but it is not required. However if you think you will be coming back, it does make it easier for future purchases if you register. Your personal information will be held securely behind 128 bit encryption, and will be used only to process your order.
If more than one option is available for shipping, be sure to select the correct one. We will send your order the cheapest yet quickest way providing your order is covered in case of loss or damage.
When the checkout process is complete, an Order Confirmation email will be sent to you. You may review any of your orders by logging into the site and viewing your account. If you choose to pay by postal order, you will be able to print an invoice to include with your payment at the end of the checkout process. If you chose to use Paypal or credit card, you will also receive a confirmation of the payment once you have completed payment. If you do NOT receive an email confirmation of payment, please contact us to ensure payment has gone through, or, you can check the status of your order by logging into your account. If it is still unpaid, there will be a link next to it to Make Payment.
Q: Fabric in other colours
You have the print I want in blue, but I need the pink. Do you have any?
A: All of the fabric we receive is immediately listed for sale. Search our store by typing in a word or phrase in the Search box. If the item does not appear in the search, it is unavailable.
Q: How much fabric do I need?
I need enough fabric to make a covering for my double bed. Can you tell me how much I will need?
A: As much as I would like to help, this sort of question only creates even more questions before it can really be answered due to lack of information such as measurements and style of the covering.
Also, I do get alot of orders to fill, runs to the post office, and so much more to keep my business and family life going. I will try to help with questions like these as much as possible, but they are not on top of my priority list, so it make take some time before these emails can be answered.
A very useful tool can be found here. It will help you figure out how much fabric you need once you plug in the information.
Q: What is a Fat Quarter?
What is a fat quarter (FQ)?
A: In the US, most cotton fabric for quilting come in 45-inch widths. Keeping in mind that one yard is 36" long, if one yard were cut into 4's, we would have four narrow strips of fabric, each a 'slim quarter' of a yard, measuring 9" x 44/45".
However, one yard can also be cut into 4's another way. Take that yard of fabric and imagine a cross on it. By cutting along these lines, we end up with four square-ish pieces that measure 18 inches wide by 22 inches long each, hence the term a 'fat quarter' as they are also equal to one quarter of a yard.
Hopefully these diagrams will help. The first shows how we get quarter yard cuts, and the second shows how we get fat quarter cuts, both from one yard of fabric:
Quilters will have more uses for fat quarters than slim quarters. This is especially true for fabric with large designs.
Here is what we can get from a Fat Quarter:
99 - 2"sq.
56 - 2.5"sq.
42 - 3"sq.
30 - 3.5"sq.
20 - 4"sq.
16 - 4.5"sq.
12 - 5"sq.
9 - 6" sq.
6 - 6.5"sq.
Q: Fabric Width
What is the width of the fabric you sell?
A: Most fabric we sell is will be from the bolt, with a width that is 44 to 45 inches wide. Please note that many manufacturers have reduced actual widths to 42 to 43 inches wide to save money and boost profits. Keep this in mind when ordering fabric for a specific project. If the width varies from this, we will mention it in the description.
Keep in mind though that if you buy a fat quarter, the typical measurements are 18" x 22". If you buy a yard (4 fat quarters), then the typical measurements are 36" x 44/45". Again, we will mention any differences in the widths when applicable.
Q: Mailing List
What do you use your mailing list for?
A: We only use our mailing list to send out occasional newsletters regarding sales or new products. I try to send out a newsletter at least once a month.
If you are signed up on our mailing list but haven't been receiving your newsletter, then be sure to check your junk or spam folder. You can also add our email for the newsletter to your safe list. This email is info {AT} creative-fabrics.co.uk .
Usually, the most commons problems we have with delivery of a newsletter is the email address not being correct, the email account going over quota, or the ISP thinking our newsletter is SPAM - any of these will not delivery your newsletter to you and it will be returned to us.
Q: Privacy Policy
What is your policy regarding my privacy?
A: We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us in the future. We do not send random marketing emails to personal email addresses (spam).
The type of information we will collect about you includes:
* your name
* address
* phone number
* email address
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, you should Contact Us.
Q: Special Order Services
There is a particular fabric that I want. Do you have it, or can you order it?
A: All of our fabric that we have on hand will be listed in the store. If you are trying to locate a certain design, I will gladly see what I can do to try and locate the fabric for you. (note: I will only deal with quilt/craft fabric, not upholstery)
If you have the name, and description of it, use our Contact Form to make your request. If you can show me a photo that would be even better as it can sometime help alot! I can also order anything that you see on the Makower site, and Westfalenstoffe . There will be minimums involved, so this would need to be discussed when you contact me.
If I am able to locate it, I do ask for payment of 100% of the amount quoted before I place the order. Once the order is placed, it cannot be cancelled so this payment is non-refundable. So please be sure before placing a special order. Returns cannot be made on Special Orders whatsoever unless the fabric arrived faulty or damaged through the post. In this case, claims would then need to be made against Royal Mail.
Please remember that alot of the prints I have are either out of print, or hard to find, so if you see something you like, don't put off buying it as once it's gone, it's gone!
Q: Disclaimer
Our Disclaimer
A: We do our best to make sure that information contained on our website is reliable however due to typographical errors, misprint, third party data, and human error, Creative Fabrics reserves the right to correct any errors and/or inaccuracies contained within this website at any given time without prior notification.
With regards to pricing, occasionally we do make typos in the prices and put a Fat Quarter at the price of a Yard, and visa versa. In these cases we will notify you of the mistake and allow you to decide if you would still like the order at the correct prices.
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