FAQs

Hello, please find below some frequently asked questions. If your question is not answered here, please contact us at info@cwfabrics.com or pop over to our Facebook page and contact us there. We really appreciate your business and will respond as soon as we can.

WHEN WILL I RECEIVE MY ORDER?

We pride ourselves in dispatching orders to you straight away as we know it is important to you to receive items in a timely manner. We post using the class of service you select at checkout (ie 1st or 2nd Class). For European and Worldwide orders we will use Royal Mail Airmail, or a courier depending on the weight of your parcel. Overseas deliveries typically take 7 working days.

For the most part we find Royal Mail deliver packages posted 1st class within 1-2 working days, 2^nd class 2- 4 days (within the UK) however, as with every postal carrier, there can sometimes be delays. Whilst it is very rare and times are usually 97% accurate, Royal Mail do not consider a parcel lost until 15 business days have passed so there is always a risk your parcel may be delayed for this time, before we are able to make a claim for a missing item. If your order is very urgent, we recommend you use the “Express Delivery” option, which is generally delivered the next or following day.

Click and Collect is defaulted to 24 hours later to give us time to process, but please advise (email/phone) should you wish to pick up earlier than this in store.

How do I select the amount of fabric I’d like to order?

You can order the exact amount of fabric you need for your project, from a cut above 0.25mt which is our minimum cut and then in 5cms increments.

Within a product page, once you’ve decided, click in the box by ‘Length required’ and enter the length of fabric you need. For example, if you want 3.50 metres, just type ‘3.5’ into the box – and you’ll see the calculation of the price of your fabric appear.

Please note if there are colour or quality options within the item, you will need to click this as well.

When you’re happy with the amount you’ve selected, just click the ‘Add to basket’ button!

Click on ‘Basket’ in the top right-hand corner of the screen to view the contents of your basket and start the checkout process.

Will my fabric be cut as a single piece?

Fabric is always supplied in a continuous length (e.g. if you order 3.50 metres, you’ll receive a single 3.50 metre length of your chosen material). Very occasionally, we may need to supply your fabric in more than one cut piece, if that happens, we will contact you before completing your order and check that you’re OK with that (and we’ll give you some extra to help you adjust your pattern pieces).

I’ve placed two orders – will they ship together?

Please contact us to draw our attention to this fact. If you change your mind about an order then just contact us to update your requirements – if we can change your order before it leaves, then we will.

CAN I ADD SOMETHING EXTRA TO MY ORDER?

If your order has a status of “Processing” and you have additional items you’d like to add then we will always make best efforts to add something extra to your original order but please be aware it is not always possible.

Sometimes there may be extra postage to pay if the additional items take you into the next postage weight band, or we are unable to combine your orders. If this happens, we will contact you and advise the extra postage that is applicable and ask you pay the difference. It is generally advisable to contact us by phone to avoid delay in this case.

Can I request samples?

Yes. We know how important it is to be able to check the colour or feel of a fabric. We have always put sample swatches top of the list of purchase requirements. However, we have tried hard to ensure that the photography is as accurate as possible, but lighting conditions and your device screen can sometimes make it difficult to provide an accurate representation of a fabric. For this reason, we recommend a sample before buying, especially if it’s for a special occasion or if you want to match something. We dispatch these right away. The sample service is located as a separate button to click, there may be a small charge. Please note that if there are colour or design combinations you will need to click on these as well.

Contact us by email quoting the SKU (quality) number for any other requests.

Are your items in stock?

Yes! Look for the ‘In stock’ indication or the metres available’ count in each product description. This indicates the number of metres we have in stock – the exact number will display. If we run out of something, then we’ll either take it off the site or flag it as ‘Out of stock’. We try and restock lots of our ‘regular’ items, but some fabrics are special offers – so when they’re gone, they’re gone. If you’d like to confirm a stock level, then please just contact us. We may have a little bit of contingency in our inventory – but our online stock levels are usually accurate. Sometimes – we get to the end of a roll and find that there’s not enough to complete an order. This happens occasionally – either because we have been a bit generous when we’ve cut lengths – or our supplier might have made a mistake. We always check remaining lengths when a fabric drops below 6 metres – but sometimes orders will come in before we’re able to measure it. If that happens, we’ll contact you and let you know if we are short – sometimes only by 1/4 metre. We’ll give you options of refunding part of your order and sending what we have; waiting for a delivery if we’re able to say it will be back in stock; or of course, refunding your order.

ARE YOUR PRICES INCLUSIVE OF VAT?

We are VAT registered. Our prices shown are inclusive of VAT. VAT is shown as a separate figure on our invoices should you require it. We are able to issue invoices at a zero VAT rate for customers outside of the EU (a saving of 20%), please contact us for details.

Can I cancel my Order?

If you need to cancel or amend your order, then all you need to do is contact us as soon as possible via email or telephone. If it’s the same working day and you haven’t received your ‘Order complete’ or ‘Order despatched’ email, then we will be happy to cancel or change your order and refund you accordingly.  If your order has already been dispatched, then you’ll need to return the fabric to us first as described below.

Can I return an item?

We hope you’ll love your CW Fabrics items – and we have made great efforts to ensure our images and descriptions are as clear as possible. We source our fabrics from top class mills and never supply seconds, unless a flaw was indicated in the description on the website.  We check our fabric upon receipt from our mills and then when cutting, however we would ask you to please check your fabric before cutting – just in case we’ve missed something.

If you would like to return fabric to us for whatever reason, you may, provided it has not been sold to you as a custom cut and is returned in a re-saleable, uncut condition. Refunds will be made once CW Fabrics has received the item, less the original postal cost. This is possible within 14 days of your order. It remains your responsibility to ensure returns reach us so we recommend recorded postage.

If the item you receive is incorrect or faulty in any way of course we will issue a replacement or full refund, including any postage costs as long as the item is returned to us in the same condition as initially received, and uncut and unwashed. Please contact us within 14 days.

Can I pay by cheque or with debit card?

Yes! We accept payment via a range of debit or credit cards, or PayPal, these are secure  and you can make your payment quickly and easily, knowing that your fabric will be despatched straight away. However, we do also accept payment by cheque which is handy if you are purchasing for schools/colleges/crafting workshops your order should be cleared in 5 days and despatched to you.

DO YOU HAVE A SHOP I CAN VISIT?

Yes indeed, call in and see us anytime during working hours, we will be glad to see you. If you are coming from off-shore let us know we may be able to advise of suitable accommodation if not already booked.

When are you open?

We are open normal Shop hours: Mon – Fri: 9:30 – 5:30, Sat: 9:30 – 4:00.

We process orders on every weekday. Monday to Friday, excluding Bank Holidays, Christmas, Easter & July Holidays. We are staffed normal working hours including Saturday. We will always confirm any seasonal variations (including changes to last order cut-off times) on Facebook / Twitter. If you call then occasionally you’ll get an answer phone if out of office hours, but please leave a message – we’ll get back to you right away.

DO I NEED TO PRE-WASH MY FABRICS?

Yes, we always recommend you pre-wash your fabrics were you are able to, especially if cotton, before using them as some fabrics may shrink and some may not be totally colour fast, (Red against White is a common area of concern). If you are in any doubt as to the suitability of a fabric, then please order a sample prior to purchase. We always recommend that you wash dark colours separately, ie Denims.

DO YOU OFFER DISCOUNTS FOR LARGER ORDERS?

The reward for placing larger orders is through our loyalty scheme: Crafty Points. The more you spend the more you will be able to save on your future orders. For more details of the scheme please see the Crafty Points page

If you require wholesale prices (ie prices on larger quantities of the same product) or are a Dressmaker/Designer, then please drop us a line to discuss further.

I AM LOOKING FOR A FABRIC DESIGN THAT YOU DO NOT CURRENTLY HAVE ON YOUR SHOP, CAN YOU GET IT FOR ME?

We are adding to our range of products and fabrics all the time. Please get in touch if you have any requests and we will see if we can find what you are looking for.

ARE YOUR FABRICS EN71/3, BS Standard CERTIFIED?

For further information please contact us directly. All fabrics where the necessary standards are required are available, Test Certificates can be provided.

PROMO CODES

Promotional or special offers are designed as money or percentage discount off our regular standard price items, promotional offers are not applied to already ‘on sale’ or discounted items, special orders, Dressmaking Body forms and Sewing Machines.