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 0.1 metre increments if required - please telephone on 01827713519 or email at hello@eden-fabrics.com). 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 required to enter any card details and 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. Orders of 10 samples or less will be sent within 2 working days. Orders for 11 or more samples will not be processed without direct contact (in the form of an order note, email or telephone call) from the customer to accompany the sample order; this is to reduce cases of our sample service being misused, which we hope you understand. Please note that we are unable to supply samples for craft purposes.


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 or texture identifying purposes. To give complete 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 or blinds, please email us at hello@eden-fabrics.com where we will be happy to calculate your required quantity based on your measurements.

- 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 colour/dye batches).


Q. How long should my delivery take?

A. Delivery usually takes place in 2-3 working days (most of our designers send via 24 hour courier and have a handling time of 1-2 days). 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 delivery, what happens next?

A. If a courier has attempted to deliver your parcel once and has 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, couriers will usually automatically attempt delivery again the next working day. If this also fails, the parcel may remain at a local delivery depot for a short amount of time where it may be possible to collect the parcel or arrange a further delivery attempt. If all delivery attempts fail and your parcel is returned to sender, a further delivery charge will apply in order to re-send your parcel.

 

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 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. This returns policy is also applicable to made to measure soft furnishings.

Q. My wallpaper has arrived and I would like to return it, is this possible?

 

A. Wallpaper return policies vary from designer to designer; some designers charge a re-stocking fee and some do not accept returns of quantities of under 5 rolls. Please contact us before purchase where we will be happy to confirm the return policy for the wallpaper you are interested in purchasing.

 

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

A. Yes, we accept returns on ready made (non-bespoke) items. Items must be completely undamaged and in original packaging. The buyer is responsible for the cost of return postage. Please do contact us before returning any item so that we may provide you with the appropriate return address and any additional information you may need to complete your return.

 

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

A. The industry standard for 'faults' 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