Terms and Conditions
Calico Laine has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information excluding any credit or debit card information is stored in encrypted format at all times. More specifically, your credit or debit card information is only used by Calico Laine until your transaction is completed - it is never stored on a server or saved in a database, online or off. Additionally, all user information is protected by a multi-layer firewall based security system.
We accept Visa, MasterCard, Solo, Visa Electron and Maestro as forms of payment. We also accept payment via Paypal.
Can I order over the phone?
We understand that some of our customers may prefer to place their order by telephone. To do this, please call our sales line anytime between 09.00 and 17.00, Monday to Friday, and between 09.30 and 16.30 Saturday on 0151 336 3939 or 0044 336 3939 from abroad. Our friendly and knowledgeable sales advisors are also available to provide expert advice on all of our products and services, prior to placing your order. Please note: The quickest and more preferred way is to order online.
Confirmation of Orders
After placing your order we will send a confirmation email to your specified email address. If you do not receive your confirmation email, please check your “junk” mail folder. Once your order has been shipped you will receive a dispatch notifciation email confirming that your order is on its way.
Shipping & Delivery
Within the UK:
Within the UK: Free Shipping on orders over £50.00
For orders below £50.00 P&P:
2nd Class Delivery - £1.49
Royal Mail 1st Class - £2.49
Royal Mail 1st Class Signed For - £3.95
Next Day Delivery - £7.95 orders must be placed before 1pm in order to guarantee Next Day Delivery. Orders received after the advertised cut off time will be collected by Royal Mail the next working day. Please note; orders placed after 1pm on Friday will be collected by Royal Mail the following Monday except Bank Holidays. If you require a more urgent delivery please contact our sales team on 0151 336 3939 prior to placing your order.
Next Day Delivery - £7.95 **Please note, Next Day Delivery is a two day service in certain areas including Channel Islands and Highlands. We cannot guarantee Next Day Delivery on a Saturday due to Royal Mail Terms of Service. If you require guaranteed delivery on Saturday this will incur an extra charge and we ask that you contact us prior to placing your order.
EU countries: £7.99
Worldwide: We are able to ship to countries outside of the EU however, due to size and weight restrictions put in place by Royal Mail and other courier companies, we reserve the right to send your items in multiple parcels. If we are unable to send your parcel by the chosen method we will contact you to discuss alternative delivery options, please note that in this instance you may incur additional postage charges. We reserve the right to cancel your order if we are unable to deliver within size and weight restrictions, a full refund will be given.
For delivery destinations outside of the EU please email us via email@example.com for a postage estimate prior to placing your order.
We are unable to post certain items overseas, including but not limited to, aerosols and liquids. Please contact us for clarification prior to placing your order.
Please note: We are unable to use a guaranteed Next Day Delivery service unless you have paid for this service. All other orders will be dispatched by Royal Mail First Class or Second Class as specified by you. If you require your goods urgently, please contact us to arrange next day delivery.
Here at Calico Laine we aim to send your items out to you on the same day that you place your order, providing the order is placed before 13.00 (Monday-Friday). We endeavour to stock all of the items on our website but from time to time items will go out of stock. If this happens with your order we will contact you and keep you updated on the progress of your order until it is dispatched.
Our aimed delivery timescales are as follows:
UK Delivery: we aim to deliver your order within 7 working days
European Delivery: we aim to deliver your order within 14 working days
Worldwide Delivery: we aim to deliver your order within 21 working days
Please note that delivery times are estimates only. We cannot guarantee that your goods will arrive in the timescales stated above and cannot be held responsible for late deliveries (including Next Day service). In the event that your parcel is delivered late our standard terms and conditions will apply with regards to refunds and returns. We are not responsible for raising a claim for compensation with Royal Mail, however we are happy to provide you with confirmation of dispatch from our office to assist you if you wish to pursue this course of action yourself.
Please note: For goods sent on next day delivery we use Royal Mail Special Delivery or TNT, please be aware that your postman will require a signature on delivery of your package. If you are not in at the time of delivery, your postman will leave a delivery card notifying you of the attempted delivery. You will be able to collect your package from your local sorting office or arrange an alternative delivery with Royal Mail or TNT directly. If after 5 days you have not claimed your goods they will be returned to us. In order to have your goods redelivered you will be required to make further payment for your postage in accordance with the above tariffs. Unfortunately, we cannot be held responsible if you are not in for delivery or fail to rearrange a delivery date with Royal Mail/TNT and will be unable to refund any of our postage costs.
Method of delivery
All our items are sent through Royal Mail and TNT. We reserve the right to use an alternative carrier where necessary.
Undelivered Parcels and Late Deliveries
If your parcel is late or undelivered you must notify us within 14 days from the date of dispatch. If you notify us after this time period a refund or replacement will not be granted.
We are confident that you will be happy with your order from Calico Laine. If for any reason you wish to return an item we have a returns policy in place:
The first thing to do is contact us via email or by phone with your order number.
In the case of any items not meeting the purchaser's requirements, if a return is agreed all items must be sent back to us in accordance with our policy on Refunds and Exchanges.
In the case of damaged/defective goods, or incorrect goods, once a return has been agreed with us we will then email you a free post PDF stamp to attach to the front of your parcel.
Take your parcel to your local Post Office for return and ensure you retain your proof of postage.
Once we receive your items back we will then be in touch to confirm your refund/exchange has been actioned.
Please note this is a UK only service.
Refunds and Exchanges
If you decide that your item does not quite meet your requirements we will be happy to provide a refund or an exchange, providing the item is in original condition. Simply return the goods to us in the condition they were sent, along with original packaging, copy of the original invoice and a covering note explaining which product you require in exchange. If you require any advice with regards to which of our products will be suitable for your requirements, please call our sales team. No returns will be accepted after 14 days of receipt from the purchaser.
When returning goods for refund or exchange please ensure that you retain your proof of postage. Unfortunately, we cannot be held responsible for goods that are damaged or lost in the post.
Many of our items are cut to each customer's specifications as part of a bespoke ordering service including fabrics, bias bindings, cords etc; therefore we cannot accept returns or exchanges on any of these particular items unless purchased by the roll. (Please see below for further details)
Please note that all of our fabrics are cut to each customer's specification as part of a bespoke ordering service, therefore we cannot accept returns or exchanges on any fabric (including those purchase on the roll.) We offer a sample service which we would encourage you to utilise if you are unsure whether a specific fabric will meet your requirements. If you have not taken advantage of our sample service prior to purchase we will be unable to offer you a refund if a particular fabric does not meet your requirements. We are only able to offer a refund on fabric orders in the event of damaged or defective goods; please see below for further details. We strongly suggest that you check your measurements prior to completing your purchase as we are unable to accept fabric returns due to incorrect measurements or errors made on your initial order.
Damaged/Defective Goods Replacements
Items are carefully designed and packaged to withstand the rigors of travel, but sometimes damage does occur en route. Please contact us if this does happen so we can take the matter up with our delivery people. All damaged or defective goods must be returned to us in accordance with our terms and conditions regarding returns and exchanges. Please inspect your purchase immediately upon receipt. If there is any damage or if any product is defective, contact us within 14 days to arrange for a replacement to be sent to you. In accordance with our terms and conditions, no damaged or defective items will be received for a return or exchange after 14 days, as these will be deemed to have been accepted by the purchaser.
Any bespoke goods that have been cut, washed or processed by the purchaser will be deemed to have been accepted by the purchaser, so therefore under no circumstances can a refund or exchange be offered.
Any large bulk buy purchases that have a special discounted price applied are not returnable unless defective. Any items that are specially ordered in for a customer are also non returnable. This does not effect your statutory rights.
In order to assist you in selecting the perfect product we are pleased to offer a sample service on all of our fabrics and many of our haberdashery products. All of our samples are charged at £1.00 each, we are unable to offer complimentary samples. For more imformation please view our samples page and see FAQ section. Postage costs for samples are as follows:
Within the UK - free
EU Countries - £1.95
Worldwide - £3.49
Unfortunately, we are unable to accept internet orders for samples outside of the UK. If you are outside of the UK and wish to order a sample, please email us on firstname.lastname@example.org so we can provide a PayPal invoice for payment.
Schools and Colleges
We do supply the above organisations. If you would like a credit account with us please fill in an application form found at the bottom of every page under the helpful links tab. If you don't wish to open a credit account you can still order online as normal with us.
Promo Codes/Free Postage
From time to time we will run promotions offering a discount by way of a promo code or free uk postage event. These codes are only available for online orders and will only be honoured between the times specifically stated. We are unable to extend the discount for any reason and reserve the right to withdraw or change the terms of the offer at any time, without prior notice.
Please note that we are unable to apply discount codes retrospectively. If you are experiencing difficulties with processing your discount code, please contact us prior to making payment so we can take steps to rectify the problem for you. Once completed, all orders are final and cannot be amended so please ensure that your order is complete and discount codes have been applied as we will not be able to deduct discounts once your order is processing.
Photography and Colour Matching
Whilst every effort has made to accurately simulate the colours of our products, due to differences in screen resolution actual colours may vary. Images are intended as a guide only and it is recommended that you order a sample of your chosen product prior to purchase. All images are subject to copyright. We are not able to offer a colour match by telephone and will always recommend that customers order samples of fabric prior to purchase.
From time to time, manufacturers will change the style and design of their product, for this reason we cannot guarantee that the item you receive will be identical to the picture shown. Zips are all manufactured by YKK, Opti and KSB; we cannot guarantee that the item you receive will be identical to that photographed nor can we guarantee that the zip you will receive will be branded as shown.