Terms & Conditions
Coronavirus Update: We are working very hard to keep to our usual quick turnaround but we are receiving a high volume of orders due to lockdown so there may be a small delay. It has been reported that Royal Mail are experiencing high delays in certain areas. Please check the post office website to see if your area is affected as this can cause further postal delays which are out of our control. Thank you for your understanding in these extreme and challenging times.
At this time we are not accepting overseas orders online. Please email any overseas orders/enquires at firstname.lastname@example.org
Remember, never email us your credit card details. If you make an order via email, we will contact you regarding a secure payment process.
Our Service to You
We are a small friendly team and we strive to provide excellent service to all our customers. Most of us are quilters and so if you have a query or need help deciding on which fabric would work best then drop us a line and we are more than happy to help and offer advice. Making a purchase could not be easier. Just browse through our website, and click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, go to checkout and you will be asked for a few details that we need to be able to satisfy the order. We accept most credit and debit cards. Any problems at all then just send us an email at email@example.com and we’ll do our best to help you.
Loyalty Scheme & Special Offers
You can collect loyalty points for every £15 spent. Collect ten loyalty points and you can redeem £10 off your next order. To use our scheme, you will need to have registered an account on our website. Loyalty points can be collected on all our products except for items on sale, our longarm and on any of our fabric clubs or BOM’s.
We charge postage on all goods except on gift vouchers, fabric clubs, downloadable products and workshops. Postage is worked out by price of product. If an item is too heavy or large for Royal Mail then we will use a next day courier service. Delivery times indicated are from when orders have been processed and dispatched.
Standard Shipping Royal Mail (2-3 day delivery):
Under £25 – postage is £2.90
Under £50 – postage is £3.90
Over £50 – FREE
Express (next working day):
Flat fee – £9.00
Express orders will be prioritised and sent via a next working day courier service. We do our best to send your orders out same or next working day.
Click & Collect:
No charge. You can also collect your order from our shop. Select ‘click & collect’ from the shipping options. Once your order is ready, we will contact you to arrange a time for you to come and collect.
You can preorder fabrics wherever you see the ‘preorder’ sign. Currently, you are unable to mix ‘preorder’ and ‘in stock’ items on the same order (our system doesn’t like it!) so we recommend that you place one order for preorder fabrics and one order for any ‘in stock’ items.
When you preorder fabrics, you will need to give your payment information. However, your card will not be charged until the first preordered fabric becomes available. Please note that if you have preordered other fabrics with longer release dates, then you will still be charged once that first item becomes in stock.
We aim to process orders as quickly as possible and do our best to send them out either on the same day or next working day. Orders are sent by Royal Mail (2-3 days) or by courier (next working day) depending on the service selected. If an item is too heavy/large for Royal Mail then we will us a courier service.
You will be sent an email letting you know when your order has been dispatched. If your item is not in stock we will contact you to let you know. We can back order the item or offer you a substitute. If we need to refund you, we will refund you via the method of original payment. Please note that it can take between 7-10 working days for the monies to show back in your account.
Please note that mail order is closed on Bank Holidays and over Christmas and Easter. Any orders placed within this time will be processed as a matter or priority when mail order reopens.
Please be assured that this is a secure web site and no credit card details are held in clear text at any time on any web site. The ‘Credit Card Verification Value’ is the 3-digit security code that is on the back of your debit or credit card. We do offer payment via Paypal too and you do not have to have a Paypal account in order to pay this way. The Quilt Room is PCI compliant.
Cancellation & Returns Policy
If you place an order and then change your mind you may cancel your order, or if you have already received your goods you have 14 days in which to return them for a refund (less postage). We offer free UK returns. Please let us know and we will email you a prepaid label.
The 14 days start from the date you receive your goods. Goods must be returned in their original packaging. Jelly rolls and other precuts must NOT be unravelled as this invalidates your refund. Postage is not refunded. Refunds are given once we receive the goods back.
Downloadable items, such as our downloadable patterns are non-refundable. By agreeing to accept our terms when you checkout, you are agreeing to waiver your fourteen days cooling off period.
The refund will be given via your initial method of payment and may take up to 7-10 days to show in your account. After 14 days but no longer than six months, a refund (not including postage costs) will be given in the form of a credit note or loyalty stamps. Please note that we will only refund goods returned in their original packaging and presentation. If you are returning any pre-cut fabric (e.g. jelly roll) please do not unravel it as we are unable to refund unravelled jelly rolls and jelly babies!
If your goods are faulty then you are entitled to a refund of exchange – please contact us at firstname.lastname@example.org for further instruction.
Please return goods to The Quilt Room, 7-9 Beare Green Court, Old Horsham Road, Beare Green, Dorking, Surrey, RH5 4QU, UK.
It is rare but sometimes parcels get lost in the mailing system. If you think your parcel may be lost then please contact us after ten working days from when the order has been dispatched. This is the time frame Royal Mail uses before it recognises a lost parcel. You will receive an email from us when your order is dispatched. Don’t forget to check with neighbours and around your house (back garden etc) and also your local sorting office before contacting us.
Payment will be taken for the workshop when you make your booking to ensure your place on the class. A refund will only be given if fourteen days’ notice* of cancellation is received, less a £10 charge for each workshop place cancelled. If there is insufficient support for any workshop and the workshop has to be cancelled, we will endeavour to give you as much notice as possible and in this instance a full refund will of course be given.
If, for whatever reason, you wish to swap to another class then a £5 administration fee will be charged. If there is no other class you want to swap to or there is no availability to swap, then the £10 cancellation fee will apply. You must give fourteen days’ notice if you wish to swap a class.
By signing up to a workshop, you are agreeing to our cancellation and swapping policy.
Block of the Month Cancellation Policy
Places on Block of the Months are only secured once the sign up fee has been paid or you have officially signed up with us. Due to the nature of Block of the Months, we have to stock and specifically cut for the exact number of customers on the club. Therefore, if you wish to cancel, the remaining amount outstanding will be taken as a lump sum payment.
Fabric Club Cancellation Policy
You can cancel our fabric clubs (not including Block of the Months) at any point. However, if the fabric for that month has not yet been dispatched, you will be charged and sent that month’s fabric with your subscription cancelled immediately afterwards.
This is a new regulation as of 25th May 2018 which allows individuals more control over their personal data and to protect their identity. As a customer, you have the right to access any data we hold for you, you have the right to have your data deleted and you have the right to give explicit consent e.g. when you sign up to our newsletters.
The Quilt Room will only ever hold information that is completely relevant to your order. For example, your name, address and method to contact you (telephone/email) and payment details. If you wish to find out what information we hold, just contact us at email@example.com and we will make this accessible to you. All orders are shredded after six months. If you are on a fabric club subscription or workshop, we shred your details after the club has finished. If you are on a club or workshop, your email may be used to send out information pertinent to that particular club.
If you need to reach us, please email us on firstname.lastname@example.org. Alternatively, you can call on 01306 877307 or write to us at The Quilt Room Mail Order, 7-9 Beare Green Court, Old Horsham Road, Beare Green, Dorking, Surrey, RH5 4QU, UK
We welcome reviews on products that have been purchased from us. We will not post a review if it has not been purchased from The Quilt Room or if no star rating has been given. Any queries or questions should not be posted as a review as we have no way of contacting you. Instead, please email any queries to email@example.com