FAQ, Shipping, Terms
We hope that any questions you may have will be answered by the information provided below. If you can’t find the answer to your question please don’t hesitate to contact us and we’ll be delighted to help you.
Aaagh! Why do you only sell whole metres?
We’re sorry – but don’t panic!! Unfortunately our website inventory can’t cope with fractions of metres at the moment. We know – it’s barmy – you’d think that computers would be smarter. If you’d like to purchase a part-metre length then please just contact us by phone or email and we’ll be happy to take an order for the precise length you need – no problem at all!
Can I request samples?
Indeed yes! We know how important it can be to check the colour or feel of a fabric, especially if it’s for a special occasion or if you want to match something. We have tried extremely hard to ensure that our photography is as accurate as possible. However a number of factors (including lighting conditions and different computer screens) can sometimes make it difficult to provide an accurate representation of a fabric. For this reason we recommend trying a sample before buying. Just email or call us with details of the samples you’d like and we’ll pop them in the post for you.
Our existing customers will know that we always include a few samples of our latest arrivals when we despatch an order….if there’s a sample you’d particularly like us to include with an existing order then just add a note when you check out – or email us – we’ll be happy to oblige!
When are you open?
We process orders on any weekday which isn’t an English public holiday. That means Monday to Friday but excluding Bank Holidays, Christmas and Easter. The ClothSpot workroom is staffed from 10am to 4pm every weekday – but see Shipping details below for order cut-off times. We’ll always confirm any seasonal variations (including changes to last order cut-off times) on Facebook and Twitter. If you call then occasionally you’ll get an answerphone but please leave a message – we’ll get back to you right away, we promise!
Can I visit ClothSpot?
We’re so sorry, but we don’t have the access or space to offer in-person visits to ClothSpot. At the moment we are just an online shop – and although we’d love to meet our customers in real life, it’s not an option for us at the moment. We’re working on it though…
What do the ‘Add to Cart’ numbers mean on the product pages?
You can use the ‘+’ or ‘-‘ buttons to select the number of metres you’d like to order. The number displaying in the box is the number of metres of fabric which will be added to your ‘Cart’ or shopping basket. The width of each fabric can be found in the Description further down each product page. Fabric will always be supplied in continuous lengths (e.g. if you order 3 metres, you’ll receive a single 3 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 always contact you before completing your order and check that you’re OK with that.
Oh cripes I’ve placed two orders – will they ship together?
Yes of course – please don’t worry! If you place more than one order before our daily cut-off of 3pm then we’ll always combine them and refund any postage costs as required. The same applies if you place an order on the website then email another order for a fraction of a fabric.
If it’s on your site, is it in stock?
Yes! Look for the ‘In stock – available’ count next to each item. The number there corresponds to the number of metres we have in stock. Just be aware that your selection won’t be reserved until you have checked out. If we run out of something then the number will run down to ‘0’ and we’ll either take it off the site or allow you to place a ‘back order’. Back ordering means that you can place an order, but it may take longer to deliver as we wait for new supplies. We’ll always warn you if an item is available for back-order only – and we’ll tell you how long we expect to wait before it’s available again.
Sometimes – just sometimes – we get to the end of a roll and find that there’s not quite enough to satisfy an order. This happens very occasionally – either because we might have been a bit generous as we’ve cut lengths – or our supplier might have made a mistake. Obviously we can’t unravel every roll that we receive – and we work with suppliers we know and trust. We do double-check lengths when we’re down to the last 2-3 metres but sometimes an order will come in before we’ve done that. If that happens, we’ll contact you right away and let you know how far short we are – usually only the odd 1/4 metre. We’ll give you the (apologetic) options of refunding part of your order and supplying what we have, waiting for a delivery if we’re able to re-stock, or naturally, refunding your order completely if you need the full length.
Have you got a full range of thread colours/patterns…?
At the moment our pattern and haberdashery ranges are limited. We stock a full range of Gütermann ‘Sew-All’ thread in 100m reels, interfacing and some essential fastenings. We hope to be able to offer much more choice in the future. You can purchase black, white and top-stitch thread, or use our thread-matching service for any fabrics you purchase – details here.
Can I cancel my order?
Don’t panic! 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. Refunds will be made the same working day as you contact us, using the same payment method which you used to pay us in the first place. If your order has already been despatched then you’ll need to return the fabric to us first as described below…
Can I return my purchase?
We hope you’ll love your ClothSpot cloth – and we have made great efforts to make sure our images and descriptions are as helpful as possible. However if you wish to return any purchase, then you may do so within twenty one days of receipt, using the original packaging and enclosing the original delivery documentation.
If you return an entire order within seven working days of receipt then we will refund your purchase and original postage costs; after that we will simply refund the cost of the returned item(s).
We’re sorry but we can’t refund the postage costs of returning your order unless your order is found to be defective or incorrectly supplied from the original order. We reserve the right not to refund items which are not returned to us in their original condition.
Please be aware that if you return an item, it remains your responsibility until we receive it. We suggest that you request a (free) proof of postage when returning items.
We’ll refund you within one working day of receiving your returned items, using the same payment method which you used to pay us in the first place.
Can I purchase from outside the UK?
Yes – with a very few exceptions we can supply you wherever you are. However shipping costs will vary according to where you are, how much you’re purchasing and how quickly you want your fabric delivered. If you want to have your purchase shipped outside the UK, choose ‘Non-UK’ at checkout and purchase your item without shipping costs. We’ll contact you by email by the next working day to provide you with options for delivery. If the costs or delivery times we offer you are unacceptable, then we’ll cancel your order and immediately refund the full cost to your PayPal account or credit/debit card.
Can I pay by cheque or debit card?
Yes! We accept payment by card, or via PayPal. Both methods are secure and you can make your payment quickly and easily, knowing that your fabric will be despatched as quickly as possible (see below). However we do also accept payment by cheque. In this case your ClothSpot cloth will be reserved for 5 working days until payment is received and cleared. As soon as your cheque is cleared, we’ll despatch your order.
How much is shipping and when will I receive my order?
We go to great lengths to have your ClothSpot cloth arrive as quickly as possible so you can start your project! We aim to despatch your order on the same day you place it, providing that your fabric selection is in stock, and that you do so before 3pm (1pm for larger courier shipments). Very occasionally there may be a problem with your fabric, for example we may measure out a roll and find that there’s less on it than we thought – or there might be a manufacturing defect. In these (rare) instances, we’ll contact you straight away to let you know and to discuss how we can deal with the issue.
ClothSpot does not aim to profit from postage and packaging charges but we do have to cover our costs in order to ensure our fabrics are priced as economically as possible. As at March 2015, our rates for shipping within the UK are as follows:
Samples – free shipping
201g – 400g – £2.00
401g – 950g – £3.70
951g upwards – £4.95
If you are ordering from a UK address then **FREE SHIPPING** will automatically be applied to all orders of £75 or over
Particularly heavy or costly orders parcels be sent via the Parcel Force 48 delivery service and should arrive within 2-3 working days of purchase. This is a tracked, signed for service and we’ll send you details if your parcel is despatched via this service. If you need your order to arrive urgently then let us know and we will be happy to arrange a quicker service.
***If you’d like a guaranteed fast delivery option for your order then please just contact us and we’ll be happy to help***
If your postcode appears on the list below then Royal Mail & Parcel Force warn that shipping may take a little longer than the standard times.
All Northern Ireland postcodes beginning with BT
All Isle of Man postcodes beginning IM
Isles of Scilly postcodes TR21, TR22, TR23, TR24, TR25
Scottish Highlands postcodes AB31, AB33-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30-41, PH49-50
Scottish Islands postcodes HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Channel Island postcodes beginning JE, GY.
If you live outside the UK we may need to add a shipping surcharge. If your country or region is not listed in the Shipping Calculator then check out as usual and pay the flat fee for UK shipping. We will notify you of any surcharge within 24 hours prior to processing your order and will request payment of additional shipping costs via an additional PayPal invoice prior to despatch. If costs or delivery times are unacceptable we’ll cancel your order and refund the full cost of your order to your PayPal account or credit/debit card.
ClothSpot’s General Terms
Product Descriptions and Liability
We take our product descriptions seriously. Sometimes product information may change for reasons beyond our control; also we are dependent upon information provided to us by our suppliers. If you think a product description is inaccurate please let us know and we will make any appropriate correction.
Our site provides up-to-date information about product availability however for reasons beyond our control this information may occasionally be inaccurate. Where this happens we will notify you immediately and offer you your choice of an immediate refund or where appropriate/possible an alternative product or delivery date.
Our returns policy is set out under ‘Can I return my purchase’ above. If you have any questions about returns please don’t hesitate to contact us.
Privacy, security, data protection and data storage
ClothSpot respects the privacy of all our customers and the need to take great care of the information we obtain. By using the ClothSpot website you’ll consent to us collecting and using personal information about you in accordance with the following terms:
ClothSpot does not hold any payment information. Any online transactions are handled solely by Sage Pay or PayPal respectively (depending on the payment method you use).
If you pay directly by card then information is collected and processed by Sage Pay and is subject to their Safety and Security policies which can be found here.
If you use PayPal to pay for your items, then information is collected and processed by the PayPal system and is subject to their Safety and Security policies which can be found here.
Any personal data ClothSpot collects from you will be used to fulfill your order as requested. We may use customer and order data to undertake statistical analysis for internal use.
Your personal information will not be shared with any other organisation.
ClothSpot will not contact you for any purpose not directly connected to an order placed unless you give us specific permission to do so by signing up with our Newsletter.
ClothSpot takes the security of all your personal information very seriously and keeps records in compliance with current Data Protection legislation. However you should be aware that Internet transmissions are never completely secure or private and that any message or information you send to ClothSpot may be read or intercepted by others.
Intellectual Property Rights
ClothSpot endeavours to ensure that it does not contravene the intellectual property rights in any of the material displayed on this website. In the event that you believe that the material displayed on the site infringes your intellectual property rights, or that you believe that the material may be subject to a third-party claim of ownership, please contact us immediately. We will investigate and resolve any infringement within three working days of receipt of notification.
ClothSpot welcomes you to link to the Home Page or specific postings or other pages within this website. The rights of all text, images, branding, graphics and other content on this website are reserved. You may not reproduce or redistribute any part of the site or its contents without permission.
ClothSpot makes every effort to ensure the accuracy of the information and copyright of the material on this site. However any and all liability which might arise from your use of, or reliance upon the information contained on the website is excluded.
Links to other sites
Our site may contain links to other websites and we recommend that you confirm the privacy and security policies of these sites. Linked sites are provided for your convenience and ClothSpot is not responsible for the content of these sites. We disclaim all warranties express or implied as to the accuracy, legality, reliability or validity of any content on any other site.
ClothSpot reserves the right to alter, amend, add to or remove all or any part of these General Terms at any time without notice. Any changes to these General Terms or any other terms shown on our website apply with immediate effect of being published. By continuing to use this website after any changes are published you will indicate your acceptance of these changes.