FAQs

Payment Methods

Q: What payment methods do you accept?

A: We accept payments using PayPal and Shopify Payments.

 

Shipping

Q: Do you ship to my country?

A: We ship all over the world! Our website will automatically calculate the cost of shipping to your destination after you've added your items to your basket.

Please note that you are responsible for any customs charges that may be associated with international orders on arrival.

Q: How is my order packaged?

A: We use environmentally friendly and recyclable packaging whenever we can! We'll do our best to make sure it arrives with you safely and securely.

Q: When will my order be posted?

A: Orders will be posted 1st Class (UK) or by International Airmail (Rest of World) within 3-5 business days of payment. Most orders will not have tracking numbers, but if there is a tracking number associated with your order it will be in your shipping notification e-mail.

Q: Why is there no tracking number?

A: International packages are sent by the most cost-effective way to post outside of the UK: we choose the best shipping option for your order and this may not be tracked. If you would like your package sent by Tracked/Signed For delivery then please choose this option at checkout.

Q: How long will my order take to arrive?

A: All orders are posted from the UK.

Average shipping times

United Kingdom: 1-5 working days from date of postage.

Rest of World: 2-3 weeks from date of postage (can take up to 4 weeks if there are delays with the postal service/customs).

Please do not contact us about lost packages until the 4-week period from date of posting is over. It is unusual to have orders lost in the post, but common for them to take their time arriving!

Q: It's been over 4 weeks and my order still hasn't arrived! What do I do?

A: Please email us at gridfabrics [at] gmail.com quoting your order number. Please note we can only refund/replace orders within 3 months of the shipping date and replacements are subject to availability. We will only send a replacement order once.

Q: The address on my order is incorrect, what do I do?

A: Please check your address carefully whilst making your order and confirm it is correct in your order confirmation email. If your address isn't right, please contact us as soon as possible: we can correct it for you if your order hasn’t yet been posted. Please note that we cannot take responsibility for items shipped to the incorrect address: it is your responsibility to make sure your shipping details are accurate!

 

Communication

Q: I can't find the answer to my question here – how do I contact you?

A: You can e-mail us at gridfabrics [at] gmail.com or use the contact page.

Q: Why is it taking so long for you to answer my e-mail?

A: We receive lots of e-mails! We try to reply to emails as soon as possible, however it can sometimes take 5-7 working days for us to reply, especially over busy periods.

 

Returns

Q: Can I return my item?

A: Non-personalised items can be returned within 14 days of purchase, unused and in perfect condition for a refund or exchange. This excludes fabric - as it is cut to order from a larger bolt, it is considered personalised to each customer.

In the unlikely event that your order arrives faulty or damaged, or you wish to return a non-personalised item, please let us know as soon as possible via email and we will get back to you with details for your return. We will reimburse return postage costs only if the item is found to be faulty or damaged.

 

Fabric

Q: My fabric is a different colour than I expected, can I return it?

A: We try to present our fabrics as accurately as possible but cannot guarantee an exact match as individual display settings will affect how they look on different screens. We are unable to accept returns based on colour of fabric.

Q: Should I pre-wash my fabric?

A: We would recommend pre-washing your fabric according to the washing instructions in case of shrinkage. As some fabrics are at risk of shrinking, you may wish to consider purchasing slightly more than you need for a project.

Q: How much fabric do I need?

A: Check your pattern or project which should give you an idea of how much fabric is required. We would recommend purchasing a bit extra if you’re planning to pre-wash your fabric (to allow for any shrinkage). Our fabric is sold by the half metre. For example, if you would like to order 1 metre, please add "2" to your basket, or if you'd like 1.5 metres add "3".