FREQUENTLY ASKED QUESTIONS
GOTS is The Global Organic Textile Standards, a worldwide leading textile processing standard for organic fibres. Using a defined set of criteria, they can ensure products have been made ethically, sustainably and fair across the entire supply chain. Read more about the certifications here.
DO YOU PROVIDE A MATCHING THREAD SERVICE?
We are currently working with suppliers to ensure a steady stock of natural and Recycled PET Polyester threads. As soon as stock is received, we will offer an option on the fabric product pages.
DO YOU PROVIDE A SWATCH SERVICE?
Of course! We understand how important it is to feel and see a fabric first before committing to a full purchase. You may request up to 5 fabric swatches for £1.95. Visit https://akindcloth.co.uk/products/samples-service.
DO PRICES INCLUDE VAT?
A Kind Cloth is not a VAT registered business, and therefore no VAT is charged to our customers.
DO YOU SELL SEWING PATTERNS IN A DIGITAL FORM (PDF)?
At present, we only sell sewing patterns in printed form. We are looking into the possibility of selling digital patterns and hope this will be a service we can provide soon.
I'VE BOUGHT A PATTERN AND AM CONFUSED WITH SOME OF THE INSTRUCTIONS, CAN YOU HELP ME?
We can most certainly try! Feel free to get in touch at: firstname.lastname@example.org
You may find that the brand of your pattern have their own guides, explanations or videos to work alongside their patterns. These links will be posted on the product info page. We hope to provide a questions blog page soon where you may post a question and see if fellow sewers have had the same issue and/or a good tip!
WHY DO YOU NOT STOCK 'DEADSTOCK' FABRICS?
We do not source any ‘deadstock’ fabrics as we feel that companies that have excess amounts of deadstock will assume there is a demand for it, and therefore no longer attempt to produce less of it in the first instance. We do not want to contribute to a demand for it. There are plenty of companies that do purchase deadstock already to help eliminate existing waste. Read more about our sustainability commitments here.
ARE YOU ABLE TO ORDER A SPECIFIC FABRIC FOR ME?
We are happy to help you where we can, if there is something specific you are looking for, or need advice and recommendations, please email us at: email@example.com
CAN I SHARE WHAT I HAVE MADE ON YOUR WEBSITE/SOCIAL MEDIA?
Absolutely! We love to see all your creations. You can tag us @akindcloth on Facebook and Instagram. Or you can tag using #akindcloth
From time to time, there will be competitions using different hashtags so please do keep an eye out! Permission will be sought to re-post any tagged imagery.
If you wish to be featured on our blog pages, you can email your article and photos to firstname.lastname@example.org
DO YOU HAVE GUEST BLOGGERS?
We are continuously looking for bloggers to review our patterns and fabrics. If you wish to do this, and engage in social media with a following, please do get in touch with us at email@example.com to see how we could collaborate.
DO YOU SELL PHYSICAL GIFT CARDS?
To limit waste, we have decided to offer Gift Cards as a digital service only. Digital Gift Cards will be issued via email.
CAN A GIFT CARD BE USED MORE THAN ONCE?
Providing there is still a balance on it, yes.
CAN MORE THAN ONE CARD BE USED IN ONE PURCHASE?
Yes. During checkout, you can add multiple gift card codes to pay.
CAN A GIFT CARD BE USED TO BUY A GIFT CARD?
No, this is not possible.
CAN A GIFT CARD BE USED IN CONJUNCTION WITH A DISCOUNT CODE?
Yes, they can be added during checkout.
WHAT ABOUT REFUNDS?
Refunds are made via the original method of payment. If you made a purchase using a gift card, then that portion would be refunded back onto the gift card.
HOW DO I CHECK THE BALANCE ON MY GIFT CARD?
Please get in touch at firstname.lastname@example.org where we will be able to tell you.
I WAS GIFTED A CARD BUT HAVE LOST IT
Please get in touch with us at email@example.com where we can check and cancel your existing card, and issue you with a new card with your remaining balance.
I WANT TO ORDER ONE METRE OF FABRIC, WHAT DO I TYPE INTO THE QUANTITY BOX?
Fabrics are sold in 50cm increments. To order 1 metre (100cm) you will need to order 2 x 50cm, so type 2 into the quantity box. Your fabric will be cut in one continuous piece.
IS THERE A MINIMUM ORDER?
There is no minimum order but delivery charges may apply.
CAN I CANCEL MY ORDER?
Once orders are despatched (usually within 2 working days), orders cannot be cancelled and will follow the returns and refunds policy.
WILL MY ORDER BE IN PLASTIC FREE PACKAGING?
We source recycled materials which must be also be recyclable. Any virgin materials must be FSC (Forestry Stewardship Council) certified.
Where possible, we avoid compostable/biodegradable as most of these products are not suitable for home composting, and require commercial environments that are not easily accessible - this would mean the products would end up in landfill unable to break down.
CAN I VISIT YOU IN PERSON / COLLECT MY ORDER IN PERSON?
Unfortunately this is not a possibility at the moment.
WHEN WILL I RECEIVE MY ORDER?
We aim to dispatch all orders within 2 working days once payment is processed. Deliveries will be by 'Royal Mail 1st Class', which should take between 1-3 working days. Please be aware due to ongoing Covid-19 pressures, delays may be experienced.
In the unlikely event of a delay in the dispatch of your order, you will be notified via email. We have no control over delays by Royal Mail.
UK - HOW MUCH IS DELIVERY?
Delivery is charged dependent on the value of your order:
Purchases up to £49.99: £2.95
Purchases £50.00 & over: FREE
UK - WILL MY PARCEL BE TRACKED?
Orders over £35.00 (exc. P&P) will be dispatched using 'Royal Mail 1st Class Signed For', and will be provided with a tracking number at point of dispatch that can be tracked at https://www.royalmail.com/track-your-item#/
Orders under £35.00 (exc. P&P) can be dispatched using 'Royal Mail 1st Class Signed For', at the price of £3.95.
UK- WHAT IF I'M NOT IN?
Royal Mail will leave you a card to show they have tried to deliver and will give you instructions on how to proceed.
If you instruct the postperson to leave your parcel in an alternate safe place, this will be done so at your own risk and we cannot accept any liability for goods undelivered or damaged in this circumstance.
DO YOU DELIVER OUTSIDE THE UK?
Yes we do! We use Royal Mail International Tracked services set at the following prices:
- Europe*: £15.00 (3-7 business days)
- Zone 2^ & USA: £32.00 (6-10 business days)
- Rest of World (exc Zone 2 & USA): £26.50 (6-10 business days)
VERY IMPORTANT: Customers are responsible for any import and local taxes that are payable to customs in their own country.
* Europe (as categorised by Royal Mail) are: Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Balearic Islands, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Canary Islands, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Irish Republic, Italy, Kazakhstan, Kosovo, Kyrgyzstan, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City State.
^Zone 2 (as categorised by Royal Mail) are: Australia, British Indian Ocean Territory, Christmas Island, Cocos Islands, Cook Island, Fiji, French Polynesia, French South Antarctic Territory, Guadeloupe, Keeling, Kiribati, Laos, Macao, Nauru Island, New Caledonia, New Zealand, Niue Island, Norfolk Island, Papua New Guinea, Pitcairn Island, Singapore, Solomon Islands, Tokelau Islands, Tonga, Tuvalu, US Samoa, Western Samoa.
WHAT IF I WANT TO USE A SPECIFIC COURIER?
Please contact us at: firstname.lastname@example.org with your requirements.
CHANGE OF MIND
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your items must be unused in their original condition, as you received them.
To start a return, contact us at email@example.com. If your return is accepted, we’ll send you instructions on how and where to send your package.
We will notify you once we’ve received and inspected your return. Once approved, you’ll be automatically refunded by the original payment method.
Please note that any delivery costs incurred to return the items to us will be your responsibility. We cannot accept liability for returns lost in the post, and recommend a Certificate of Posting is obtained from the Post Office, or a recorded delivery method is used.
DAMAGES AND ISSUES
If you find your package arrives damaged or faulty, or if you receive the wrong item, we apologise in advance and are here to help. Please contact us as soon as possible via email at firstname.lastname@example.org
You have 30 days from the date you received the goods to notify us of a fault. Please check your goods before using, as cut/altered goods will not be refunded.
We will first try to replace your goods for you. If this is not possible, we will issue you a full refund (including all postage costs) or the option of an exchange. You will have to return the item before the exchange/refund is processed.
Please contact us at email@example.com stating your order number, with a photo of the fault.
EXCEPTIONS / NON-RETURNABLE ITEMS
Any fabrics that have been cut by you cannot be returned.
Certain fabrics have natural markings which are characters of the fabric and are not flaws. These markings will be noted on the product's page when purchasing. They will not be accepted as a damaged item.
Goods that have been damaged due to the parcel being left in an alternate safe delivery place at your instruction will not be accepted.
It is advised that all fabric is washed and dried as you would for a garment prior to using, to allow for shrinkage. If you are unsure, cut out a small sample piece and test that piece first - measure the size of the piece before the wash and then measure after the wash. Any fabrics damaged by lack of care are non-returnable.
Unfortunately, we cannot accept returns on unwanted sale items, samples, or gift cards.
You can always contact us with any questions about your order at firstname.lastname@example.org. Please remember to quote your order number and we'll do our best to assist.
If there are any questions not covered here, please feel free to get in touch at: email@example.com where we will be happy to help you.