FAQ

Q. How do I order fabric, sundries and other items by the metre? 

A. Simply enter the number of metres that you require into the quantity box and then add to basket. You are able to enter quantities in increments of 1 metre (although we can provide most items in 0.5 metre increments if required - please telephone on 01827713519). This will then be added to your shopping basket at the top right hand side of the page where you can check out and pay for your order.

 

Q. How do I order wallpaper? 

A. Simply enter the number of full rolls that you require into the quantity box and add to basket. This will then be added to your shopping basket at the top right hand side of the page where you can check out and pay for your order.

 

Q. How do I order free of charge fabric samples?

A. Click the 'Request A Sample' button located on the right hand side of any fabric or wallpaper item page. The sample will then be added to your shopping basket. If required, you may add multiple samples to your shopping basket before checking out. Once all of your chosen samples have been added to your shopping basket, select 'Checkout' at the top right hand side of your screen. Choose the option to 'Pay With Card' and enter your delivery details (please note that selecting to pay via Paypal does not work with sample requests!). You will not be charged for samples. Fabric samples are sent via Royal mail usually within 1-2 working days, although some designers may take a little longer to provide fabric samples.


Q. Is there a limit to how many fabric/wallpaper samples I can request?

A. No, although we recommend that if you are looking for a larger quantity of samples (10+) that you contact us directly before placing your order. We ask that you only request samples for the purposes of colour matching, texture confirmation and weight confirmation - please note that we are unable to supply samples for craft purposes. Under circumstances where we have reason to believe that our sample service is being misused we reserve the right to cancel sample orders.


Q. How accurate are the colours and textures displayed on my monitor?

A. Unfortunately due to the limitations of photography and the wide variations in screen brightness and colour we are unable to guarantee the accuracy of colours and textures shown on screen. Due to this we do not recommend using the photographs on this website alone for colour matching purposes. To give 100% security and peace of mind when purchasing our fabrics, we do offer free of charge fabric samples which are quickly dispatched via Royal Mail. Please see the above question for information on how to order samples.

 

Q. How much fabric do I need for my project?

A. - If your project is curtains, we have a handy curtain calculation guide which is accessible via a link underneath our main F.A.Q / Blog headers, although if a professional seamstress is carrying out your work we would always advise requesting the quantity you require directly from them.

- If your project is upholstery, please see our upholstery advice section (located under the Advice tab of our main menu), although if a professional upholsterer is carrying out your work we would always suggest requesting the quantity you require directly from them. If your project is anything else, please contact us via telephone or email and we will advise wherever we can. 

- Please ensure when purchasing fabrics and sundries that the quantity you order is sufficient for your project as we cannot guarantee recurring availability of goods. We are also unable to guarantee colour matching between two separate orders of the same goods (as goods may be from separate dye batches).

 

Q. Why is there a minimum order on Fryetts and Porter & Stone?

A. Minimum orders are in place due to an additional initial delivery charge billed to ourselves for each order by these companies. The minimum order is in place so that Eden Fabrics are able to absorb this postage cost, saving the buyer from paying an additional postage fee. It is possible to order smaller amounts than allowed on this website, however the additional postage charge will be applied. Please call or email us for more details. Many of these designer's fabrics are already in stock at our retail store and so this does not apply to all designs.

 

Q. Why is there a minimum order on Eden Mill fabrics?

A. Eden Mill minimum orders are in place as it is not possible for us to order short cut lengths (as these designs are printed for us at a mill and so we must order 30 metres plus for every order). It is occasionally possible to obtain smaller rolls, and so please contact us if you require a smaller quantity than the minimum amount. Many Eden Mill fabrics are already in stock at our retail store and so this does not apply to all designs.

 

Q. How long should my delivery take?

A. Items kept in stock usually arrive within one to three working days dependent on delivery method. Items not kept in stock can take from two working days up to a maximum of around 3-4 weeks (depending on which designer/company supplies the item), please see individual listings for more information. If you require a definite delivery date please contact us regarding your order and we will strive to meet your requirements. 

 

Q. I will not be at home to receive my delivery, what should I do?

A. If you are not available during the working week to receive and sign for deliveries, please make us aware of this at checkout - we can add a delivery note if required (please note that couriers will only abide by delivery notes added by ourselves) or send your parcel on a specific day if preferred. 

 

Q. I have missed my City Link delivery, what happens next?

A. If City Link couriers have attempted to deliver your parcel once and have failed, they will card your delivery. Your card will explain ways to re-arrange your delivery via telephone or their main website. If you do not re-arrange your delivery, City Link will usually attempt delivery again the next working day. If this also fails, the parcel will remain at your local City Link delivery depot for a short amount of time where it can be collected. Alternatively we are able to request a third delivery attempt at a charge, or if nothing is done the fabric will be returned to ourselves where we will need to re-dispatch your item (and delivery charges will need to be re-paid).

 

Q. My delivery has arrived damaged. What do I do?

A. If your delivery has visible signs of damage on delivery, please do not sign for the parcel or alternatively sign for it as damaged. Please contact us as soon as possible and if viable, please provide photographs of the damage. This will enable us to begin claims processes and we will of course replace or refund your order where applicable.

 

Q. My fabric/item has arrived and the colour/texture/weight does not match my project. Can I return it?

A. Unfortunately we do not currently accept returns on cut to length fabrics or items (any items purchased by the metre). When you place an order by the metre, the fabric/item will be cut specially to your specification from a larger piece - this means that your order is bespoke/made to measure, and unfortunately once the item has been cut it becomes less versatile for future customers and ultimately much harder and sometimes impossible to re-sell. This is in accordance with the provisions of the Consumer Protection (Distance Selling) regulations 2000. In order to provide peace of mind before purchase, please request a free of charge fabric sample of any fabrics you are considering using in your scheme. In some circumstances, an exchange of products may be possible, please contact us for more information. This returns policy is also applicable to made to measure soft furnishings and furniture.

 

Q. My tool or item of soft furnishing has arrived and I would like to return it, is this possible?

A. Yes, we accept returns on items which are not cut to length. Items must be completely undamaged in original packaging. The buyer is responsible for the cost of return postage and we are unable to refund the original postage paid as this payment goes directly to the delivery company and not to ourselves. Please do contact us before returning any item so that we are expecting your return which will in turn avoid any delays.

 

Q. Should I expect faults in my fabric and wallpaper?

A. No, the fabrics we keep in stock are all quality controlled to avoid faults. In the event that a fault is found in your order, we will contact you before dispatching - we will never send your order until we have successfully contacted you under these circumstances. In regards to fabrics that are ordered directly from designers (such as Clarke & Clarke, Warwick etc), the industry standard is 1 fault in every 10 metres per full roll which these designers normally remain far below. In the unlikely event that your fabric or wallpaper does contain a fault, please contact us and we will be happy to replace the faulty fabric/wallpaper (please note that once fabric has been cut or altered in any way we cannot replace or refund your item, so please check items before use).

If you have any other questions at all please do not hesitate to get in touch on 01827-713519, chat with us using the Live Chat tab in the bottom right hand side of your screen or email us at hello@eden-fabrics.com