Terms and Conditions

Tiviot Prints Ltd  |  Lymefield Mill, Broadbottom, Cheshire, SK14 6AG  |  hello@customfabrics.co.uk

1. Products

All fabrics are sold by the half-metre unless otherwise stated in the product title and description. When you purchase multiple half-metres, we always print and dispatch them as a single continuous length.

Please be aware of the following:

•        There may be a discrepancy of approximately 3–5% between the length or panel size you order and what you receive. This can occur due to stretch or shrinkage during the printing and finishing process, and may vary between batches.

•        Colours displayed on our website are represented using mockups and may not accurately reflect the colours as printed on fabric. Colours can also vary between different fabric bases, print methods, and production batches. The difference between pigment-printed and sublimation-printed fabric is particularly noticeable on dark-coloured designs.

•        In-stock fabrics are subject to availability. If an item you have purchased is out of stock, we will issue a full refund or offer a suitable alternative.

2. Orders

Please make sure all details are correct before placing your order.

Cancellations and amendments:

•        We do not accept cancellations for fabrics printed to order.

•        Orders for in-stock fabrics may be cancelled provided they have not yet been shipped.

•        We can only amend your order before it reaches the production stage. Orders typically reach production within 1–2 working days of placement. If you need to make a change, please contact us as soon as possible at hello@customfabrics.co.uk.

•        If you would like to combine multiple orders, please email hello@customfabrics.co.uk with your order numbers. We reserve the right not to combine orders during busy periods.

3. Promotions and Discounts

We reserve the right to end any promotion, discount, or free gift offer without notice.

If a promotion applies to your order, it will be shown at the checkout. If you experience a problem with a discount code not applying correctly, please contact us before placing your order — we cannot apply promotions or discounts after an order has been placed.

We offer a 10% discount when you subscribe to our newsletter. This discount is valid for one use per person. We reserve the right to cancel any order where the subscriber discount has been used multiple times by the same person.

4. Turnaround Time

Turnaround time is the time required to prepare your order for dispatch, and does not include shipping time.

•        Print on Demand / Print Your Own orders: usually up to 7–10 working days.

•        During busy periods (such as discount sales): up to 12 working days.

We will always aim to dispatch your order as quickly as possible. If you have a deadline, please contact us before ordering.

5. Shipping

UK

We ship all UK mainland parcels via DPD and Royal Mail. Shipping costs are based on the total weight of your order:

Royal Mail 48 (usually 2 working days, excluding Sundays — please allow additional time during busy periods):

•        Up to 500g: £4.20

•        Up to 2kg: £4.85

DPD Next Day (next working day, excluding Saturday and Sunday):

•        Up to 5kg: £6.99

•        5kg–30kg: £8.70

You will receive a shipping confirmation email with a tracking number once your order has been dispatched.

EU Customers

We have regrettably suspended shipping to EU countries due to ongoing issues with customs clearance, lost parcels, and import duties. We are sorry for any inconvenience this causes.

Worldwide

We ship internationally from the UK via DPD, which may use third-party carriers for local delivery.

Please be aware of the following for international orders:

•        The customer is responsible for all import duties, customs charges, and taxes applicable in their country.

•        You will receive a notification with a tracking number once your order has been dispatched.

•        Any customs charges must be paid before your parcel can be delivered. These are usually collected by the local delivery company.

•        Failure to pay customs charges will result in the parcel being returned to us at your cost. In such cases, we can only refund the value of the goods, minus the cost of both outward and return shipping.

If you are unsure whether your country is eligible for shipping, please email us at hello@customfabrics.co.uk before placing your order.

6. Returns and Refunds

Please inspect your order upon arrival. We cannot process claims for flawed fabric once the fabric has been cut or used in any way.

•        We do not accept returns for fabrics printed to order, unless the fabric is flawed (see Section 7).

•        In-stock fabrics may be returned within 14 days of receipt, provided they are unused and in original condition.

•        Return postage costs are the responsibility of the buyer.

•        We can only refund the cost of the fabric itself — delivery costs are non-refundable.

•        Once we receive your return, we will process your refund to the original payment method within 2 working days.

Please note: stock levels are usually accurate, but in the event of a discrepancy we will issue a full refund for any unavailable items.

7. Flawed Fabrics

We thoroughly check all fabrics before cutting and dispatch, but on occasion small flaws may be missed.

Please note that isolated small white (unprinted) spots can occasionally occur on digitally printed fabrics — this is a characteristic of the digital printing process and is not considered a manufacturing flaw.

If your order arrives with a flaw:

•        Please contact us within 30 days of receiving your order at hello@customfabrics.co.uk.

•        Please include photographs clearly showing the fault — we require these to assess and process your claim.

•        We will do our best to resolve the issue by offering a reprint or refund.

•        If you are required to return flawed fabric, we will cover the return postage cost.

We are unable to accept claims after 30 days have passed, regardless of the nature of the fault.

8. Custom Printing

Full Custom Printing terms and specifications (including file requirements) are available in our separate Custom Printing T&Cs.

We strongly recommend ordering a sample print of your design before placing a full order.

Placing a Custom Order

You can upload your file directly on the product page, or email it to hello@customfabrics.co.uk with your order number. For large files, please use www.wetransfer.com and add hello@customfabrics.co.uk as a recipient. Always include your order number — missing this may delay your order.

File Checking — Seamless Patterns

Please Check My File & Send Scale Preview (£5 per file):

•        We will check that your file is seamless, convert to 300dpi resolution if needed, and create a scaled preview for your approval. The preview will be sent via email

•        We require your confirmation that the scale is correct before we proceed. Failure to confirm will delay your order.

•        One scale adjustment is included at no extra cost.

•        If your file has issues (e.g. not seamless, too small, or too low resolution), we will contact you to discuss options, which may include submitting a new file or a paid fix service.

•        File checking fees are non-refundable.

No File Check or Scale Preview Required:

•        Your file will be printed exactly as submitted. We accept no responsibility for any issues arising from the file.

•        If you have previously printed this file with us and wish to repeat the order, please provide your previous order number.

File Checking — Custom Panels

Please Check and Resize My File:

•        If your file is small or low resolution, we will enlarge it using AI upscaling technology. Please be aware that this process adds pixels and may slightly alter the appearance of your image.

•        Some files may not be suitable for enlargement.

•        If your file's proportions differ from your chosen panel size, we will crop the image accordingly.

•        We will not send a preview of the enlarged or cropped file unless the file is unsuitable, in which case we will contact you to discuss alternatives.

•        File fees are non-refundable once your file has been processed.

Please Print My File As Sent:

•        Small files will be resized without quality enhancement, which may result in a blurred or low-quality print.

•        Your file will be printed as submitted. We accept no responsibility for print quality issues resulting from file size or resolution.

•        If you have previously printed this file with us and wish to repeat the order, please provide your previous order number.

File Checking — Heat Transfers (DTF)

Check My File & Remove Background If Possible:

•        For best results, files should be supplied on a transparent background. Where possible, we will remove the background. If this is not possible, we will contact you to advise.

•        We will adjust the resolution to 300dpi and resize to your chosen dimensions while maintaining the original aspect ratio.

•        File fees are non-refundable once your file has been processed.

No File Check or Background Removal Required:

•        Your file will be printed as submitted. If it has a white or coloured background, it will be printed as such.

•        We will adjust the resolution to 300dpi and resize to your chosen dimensions while maintaining the original aspect ratio.

•        We accept no responsibility for print quality or background issues resulting from this option.