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Terms and Conditions

Please carefully read all the terms and conditions

Custom Fabrics Group Ltd

Unit 3 Taygate Trading Estate

Coldside Road, Dundee, DD3 8DF

Email: hello@customfabrics.co.uk

Phone: 01382 237 670


PRODUCTS

1) All products are sold by half metre (unless stated otherwise in product title and description) but we always cut fabrics to order and send in continuous lengths.

2) All fabrics are cut by hand and although we strive to cut as accurately as possible, there may be discrepancies of 1-2cm.

3) Fabrics are subject to availability and if the fabric you bought is out of stock we will either refund or give an option to swap for different one.

4) Although we put a great effort to display the colours accurately, the actual colours of fabric may differ from the photo due to the photography limitations and varying screen settings.

5) We cannot accept any responsibility for any fault, flaws, colour changes occurred during and after washing process. We recommend to wash our fabric on delicate wash and no tumble drying unless stated otherwise in product description.

6) Although we strive to describe the fabrics as best as we can and advise about suitability for particular projects, we cannot accept any responsibility for fabrics which do not match up to the customer’s expectations.

ORDERS

Please make sure you provide correct details

1) If you wish to cancel or amend your order please send us an email to hello@customfabrics.co.uk.

2) We cannot amend or cancel orders that have been packed and dispatched.

3) If there is a problem with your order we will send you an email and await your reply. Please note that the shipping label and tracking may be generated in advance.

4) We reserve the right to not combine or add to orders at busy times such as during a large sale.

5) Please ensure you order the fabrics and items you need at time of placing an order. If you would like to cancel your order and re-order to include the items you need, please contact us.

TURNAROUND

1) The turnaround (time to prepare your order for shipping) may vary, usually it's up to 7-10 working days for Print On Demand/Print Your Own orders.

2) During the busy times such as when we run discount sales, it can be up to 12 working days.

3) The turnaround does not include the shipping time.

SHIPPING

Mainland UK

We ship all parcels to mainland UK by DPD and Royal Mail

The cost of shipping depends on the total weight of order:

Royal Mail 48 - usually 2 working days (excludes Sundays) but please allow extra time during busy periods.

- up to 350g - £2.70

- up to 2kg - £3.80

DPD Next Day - next working day (excludes Saturday and Sunday)

- up to 5kg - £6.5

- 5kg - 30kg - £8.50

You will receive shipping confirmation and tracking number to the email you provided during checkout.

 

INTERNATIONAL SHIPPING

                                                                        

EU CUSTOMERS

Sadly we had to suspend shipping to EU countries. This decision is caused by high level of problems with custom clearance, lost parcels and duties and tax on import.

                                                                        

 WORLDWIDE SHIPPING

1) We ship from UK worldwide via DPD which often uses 3rd party shipping companies to deliver locally.

2) You will receive email notification with tracking number

3) The customer is responsible for ANY duty, custom charges and tax due on importing goods to your country.

4) You will receive email with link to pay any duty and taxes due on import.

5) The custom charges and tax is usually collected by local delivery company and these need to be paid before the parcel is delivered

6) Failure to pay custom and tax charges will result in parcel being returned to us at your cost. In those cases we can only refund the value of the goods minus the cost of return shipping.

RETURNS AND REFUNDS

Please inspect your products upon arrival as we cannot process any claims of flawed fabric once the fabric has been used in any way.

1) We can ONLY accept returns of unused, unwashed, uncut fabrics.

2) We can ONLY accept returns of fabrics within 14 days from the receipt of an order.

3) The return postage cost is responsibility of the buyer.

4) We can only refund the cost of the fabric not the delivery cost.

5) Once the we receive the return we will issue refund to the same payment method used to pay for your order within 2 working days.

6) We reserve the right to process refunds for items which are out of stock. Stock levels are usually correct however human error may occur and stock levels may be incorrect. We will always be happy to process a refund for any items which we cannot provide.

FLAWED FABRICS

Please inspect your products upon arrival as we cannot process any claims of flawed fabric one the fabric has been used in any way.

1) We strive to thoroughly check all the fabrics before cutting but on occasions small flaws can be missed.

2) If your fabrics arrived flawed please get in touch with us within 30 days from receiving your order and we will do our best to rectify the problem by offering refund or exchange.

3) After 30 days passed we cannot accept returns regardless of flaw.

4) In case you need to return the flawed fabrics to us we will cover return postage cost.

5) Please note that we need to see proof of the fault/flaws of the fabrics i.e.: photographs or send the fabric back to us in UNUSED condition.

 

CUSTOM PRINTING

Please refer to full Custom Printing T&Cs for specification regarding files and full terms of the service.

We strongly recommend to order a sample of your own design here

Place an Order:

You can upload your file on the product page.

You can also send your artwork to hello@customfabrics.co.uk with your order number.

For larger files we recommend free service www.wetransfer.com - please add hello@customfabrics.co.uk as a recipient.

Please make sure you give your order number in the email. Failure to provide the order number may result in a delay.

File Checking Options

For seamless patterns:

  1. Please Check My File & Send Scale Preview:
    • File checking service fee is £5 per file.
    • We will check if your file is seamless, resolution and create a scale preview.
    • You will receive an email with the scale preview.
    • We require you to confirm if the scale is right for you before fulfilling your order.
    • Failure to confirm will result in your order being delayed.
    • We can make 1 scale adjustment at no extra cost.
    • If there is a problem with your file, such as file not being seamless, file being too small or too low resolution, we can either accept a different file or help fix the file for you at additional cost.
    • File checking fees are non-refundable once your file has been checked.
    • If you choose this option but remove the file checking fee, your file will be checked, preview will be sent and you will receive an invoice for the fee to be paid before we process your file.
    • Your order will not be printed until the outstanding balance is paid. Should you wish to cancel your order, the file checking fee will be deducted from your refund.

  2.  No File Check or Scale Preview Required 
      • If you need any alterations to the file for example: scale adjustment, please do not choose this option.
      • Your file will be printed as sent, we take no responsibility for any flaws or issues with your file.
      • You can choose this option if you have had your file printed with us before. In this case please provide us with the previous order number and we can print your file the same as before.

    For panels:

    1. Please Check and Resize My File:
      • If your file small or low resolution we will enlarge it using AI technology. This technology adds extra pixels so your image may look slightly different.
      • Some files will not be suitable to be enlarged.
      • If your image is in a different ratio to your chosen size we will crop the image.
      • We will send you a preview of enlarged/cropped file for your approval. If your file is not suitable to be printed, cannot be enlarged then we will let you know and give you an option to send a different file.
      • File fees are non-refundable once your file has been processed.
      • If you choose this option but remove the file checking fee, you will receive an invoice for the fee to be paid before we process your file.
      • Your order will not be printed until the outstanding balance is paid. Should you wish to cancel your order, the file checking fee will be deducted from your refund.

    2.  Please Print My File As Sent:
          • If you file is small it will be resized without enhancing the quality. Please note that this may result in blurry substandard quality of print.
          • Your file will be printed as sent, we take no responsibility for the quality of the print due to the size of the file.
          • You can choose this option if you have had your file printed with us before. In this case please provide us with the previous order number and we can print your file the same as before.

        For Heat Transfers (DTF):

        1. Check My File & Remove Background If Possible:
          • For best results the file needs to be on a transparent background. If possible we will remove the background. If not possible we will contact you to let you know the file is not suitable for printing.
          • For low resolution files, we will adjust the resolution to 300dpi and adjust the scale to your chosen size.
          • We will resize your file to fit into the dimensions of your chosen size without changing the aspect ratio of your file.
          • File fees are non-refundable once your file has been processed.
          • If you choose this option but remove the file checking fee, you will receive an invoice for the fee to be paid before we process your file.
          • Your order will not be printed until the outstanding balance is paid. Should you wish to cancel your order, the file checking fee will be deducted from your refund.
        2. No File Check or Background Removal Required:
          • Your file will be printed as sent. If it has a white background it will be printed with such background.
          • For low resolution files, we will adjust the resolution to 300dpi and adjust the scale to your chosen size.
          • We will resize your file to fit into the dimensions of your chosen size without changing the aspect ratio of your file.

        Turnaround:

        1. The turnaround for custom printing is approximately 7-10 working days from the day you place your order
        2. Please note there may be delays with your order that are outwith our control. We will keep you updated via email.
        3. If your order contains various bases the turnaround may be longer.
        4. Please note there may be delays with your order that are outwith our control. We will keep you updated via email.

        Delivery:

          1. Your order will be dispatched via your choice of courier. We currently offer DPD courier for next day delivery or via Royal Mail.
            1. You will receive and email and text with notification of the dispatch and tracking number.
              1. It is your responsibility to provide accurate address, and to receive or reschedule missed delivery.
                1. In case of missed delivery the tracking will provide information where to collect your parcel from. If the parcel hasn't been collected and is returned to us we will charge additional shipping or refund only cost of fabrics.
                  1. If your parcel is returned to us due to address error we will charge an additional postage.
                    1. In case of any problems with delivery please contact us on hello@customfabrics.co.uk and we will do our best to help.

                    Returns and Refunds:

                    1. Custom printed fabrics with your own design are not refundable.
                    2. Please note that orders are non-refundable if the reason is the printed fabric is not as you expected.
                    3. Please order a sample first to make sure the printed fabric is suitable for you.
                    4. Please note that, on occasion, very small white dots may occur on the print. This is normal for digital fabric printing and is not considered a flaw.
                    5. In case of any problems with your order please let us know via email to hello@customfabrics.co.uk and we will do our best to resolve it.
                    6. We thoroughly check the fabrics before dispatch but if you received the fabric that is flawed or faulty we will offer you following options: partial refund depending on scale of the flaw or in case of major flaws or faults we may offer you a reprint.
                    7. In case of issues resulting in full refund of your order after the fabric has been printed we reserve the right to sell the fabric printed with your design to recuperate the costs occurred.