Fabric Direct Online aim to provide high quality products and service to our customers however if you receive items that are damaged or faulty, we are more than happy to offer an exchange or refund on selected items, providing your return is within the conditions of our policies.
We take great care to ensure our goods are well represented by images and descriptive text. However, colours on screen may vary and it can be difficult to depict texture and feel online. Therefore, on certain products we offer a sampling service that we recommend all customers to use before placing orders.
If you require further assistance, please call our customer service team on 01922 633922 prior to purchasing. Where possible we do offer returns on selected items, if you are not completely satisfied, we may offer an exchange or refund. However, on all cut lengths of fabric or made to measure items unfortunately this is not possible.
Returning cut fabric and any other cut products
Returns cannot be accepted for any cut length piece of fabric or any other cut products e.g. Curtain heading tape, trim and ribbons. We strongly advise any potential customers take advantage of our sampling service before purchasing any of our products to ensure that you are completely satisfied with the colour and quality.
If you wish to cancel an order following despatch, you will need to arrange the return of the goods. Customers have the right to return unused and unopened goods within 7 days from date of receipt (excluding cut length items). If you decide to cancel, you must return the goods to us at your own expense. When returning goods, please ensure that they are packaged sufficiently as we cannot accept goods that are damaged during their return. Damages due to insufficient packing will need to be claimed by the sender.
Once returned goods have been received and checked the refund will be actioned.
Customers must inform fabric-direct of any order related discrepancies no later than 14 days from receipt of goods.
Made to measure
When ordering made to measure items it is your responsibility to provide fabric-direct with the precise measurements you require. Fabric-direct cannot be responsible for any inaccurate measurements submitted. If you require advice, please call our sales team on 01922 633922.
Customers of fabric-direct are responsible for checking all details are correct prior to payment, we cannot accept returns or refunds on made to measure goods.
If a colour match is required or you would like to view any of the fabrics prior to placing an order, we offer a sampling service which is highly recommended to all customers
Where the goods are made to measure you shall have no right to amend or cancel your order, return the goods or seek any refund on the total price paid. This is because the manufacturing process starts as soon as we receive your order. The goods are manufactured to your exact specification, in line with The Consumer Contracts (information, cancellation and additional charges) Regulations 2013.
This does not affect your statutory rights.
This cancellation policy does not affect your legal rights.
Prior to returning any goods please contact fabric-direct. Returns are organised via email as detailed below:
Please quote your name, order reference, original date of order and which product you wish to return and why. This will allow fabric-direct to issue a return reference number. The returns reference number will be used to identify and process your return.
Smaller items may be returned via post. Again, please contact fabric-direct if you wish to return goods via post. Our postal address to return goods is:
Fabric Direct Online
C/O: Hole in the Wall Curtains Ltd
47-49 Goodall Street
Customers must inform Fabric Direct Online of any order discrepancies no later than 14 days from receipt of goods and all goods being returned must be received back within 14 Calendar days from notifying us.
NB: All returns to us will be notified to you within 7 days of receipt of goods.
If you decide to cancel, you must return the goods to us at your own expense. When returning goods, please ensure that they are packed sufficiently as we cannot accept goods that are damaged during their return. Damages due to insufficient packing will need to be claimed by you, from the company used to send the goods back to us.
If you wish to return/exchange any products you must ensure they have not been fitted, modified or opened. They must be returned in a fully saleable condition.
If you fail to return the goods in certain circumstances, we will arrange the collection of the goods through a courier of our choice, which will be deducted from the refund. Deductions from the refund will also be applicable if you fail to take reasonable care of the goods before they are returned to us which results in damage or deterioration, this may be up to the full amount.
Should you have any queries regarding the use of fabrics from fabric-direct then please feel free to contact us. Should you require any further information from the manufacturer we will source this for you where possible.
Any products being returned which were dispacted free of charge by us as a result of the order exceeding £100, we reserve the right to charge a postage fee if all or part of the order is returned.
If you cancel part of your order which was subject to a conditional Sale or Promotional offer the Sale or Promotion offer may cease to apply. If you subsequently return any items we reserve the right to charge you for the discount you received as part of any conditional Sale or Promotion.
If your items are out of stock, they will be placed on back order and dispatched as soon as they arrive back into stock. We will advise you of this as soon as possible by email. If you would rather not wait, fabric-direct will offer the option to cancel your order at this stage and receive a full refund.
Faulty or Damaged Items
If there is a problem with the any goods recieved please contact fabric-direct on 01922 633922 quoting your order number, your name, address and details of the product. We will deal with the matter in accordance with your legal rights and advise on how to proceed.
Faulty goods, goods damaged in transit by our carrier or goods sent in error will be either replaced, an alternative item sent or a refund made.
Please note that slight colour variations are not considered a fault. Whilst we try to ensure the colours depicted on the image are accurate, many factors such as lighting, monitor resolution and image quality make it almost impossible to represent colour to 100% accuracy. We strongly advise that a sample is purchased prior to ordering cut length pieces. This does not affect your statutory rights.