Frequently Asked Mail Order Questions

How do I enter half metres into my basket?
The ordering system works in metric, and will round up to the nearest half metre, so  for example if you order 1.25 metres it will round up to 1.5 metres and if you orderd 1.7 metres if would round up to 2 metres.  Half a metre is the minimum order and goes up in half metre increments from then on. 

When am I charged for my order?
We do not have an online ordering system, all orders are charged as Card Not Present Transaction by our Mail Order Service and postage will be calculated when the order is ready to send.  All orders are charged just prior to posting.

How long will my order take to arrive?
Orders are generally processed the next working day and sent first class so you would receive them in 2 working days of placing the order with us.  If your order is urgent please e-mail or call us to let us know and we will do our best to get it out before your deadline.  

However we always ask that you allow five business days for us to post your order following receipt of your order if we are very busy or away at a show we can take longer than the normal two day turn around.  Orders are sent by First Class Royal Mail so you should receive your order within 1-2 business days of us posting it.  Heavy orders, over 1250g are sent by Parcel Post and you would receive these orders within 7-10 business days. When we are away at Quilt Shows or Quilt Market orders can take up to seven business days to process.  To see which quilt shows we attend please click here.  

Block of the Month or Club Frequently Asked Questions

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Please note this link is updated when new questions are added, so please check if you have the latest version before calling us with your query.

Lost Parcel or Order - Claim Process

Very few parcels are lost in the post, the majority of parcels turn up with at your local sorting office, because they have not delivered it to you, (and unfortunatley sometimes they do not leave a card to let you know).  Then a vast number turn up at the house in question when the rest of the family are reminded that you can't find your order - often in a very safe place.  When the post leaves our workroom it is in sealed Royal Mail bags, which are presorted and go directly to the main sorting office in our area. Our post is not placed in a post box, or dropped off at a post office, we have a Royal Mail collection each day from our workroom.
However if the parcel hasn't arrived, then we must go through the process that Royal Mail advise, this is to check for fraud as they have a significent number of people making false claims each year for missing post that actually arrived.  Royal Mail are very clear with us that we must not replace the lost items until they complete their investigation. 
The process is as follows:

1. We must wait 15 working days from the date of posting until we can start the claim process, this allows time for the post to arrive should it have been delayed, and enables you time to check with your family and the sorting office to make sure it is not in one of these places.

2. Once we complete the claim form we send it to Royal Mail with proof of postings (these are logged online with Royal Mail on the date the parcel was sent out - so every single piece of mail leaving our office has proof of posting as we are charged our post from this log, so it is 100% accurate).  We also send a copy of your invoice, the costs of the items and what we are claiming for.

3. Once Royal Mail have processed the claim they will write to you and ask you to sign a declaration to say that you have not received the parcel that you have paid for, and ask for any details they require. 

4. Royal Mail then investigate the claim where necessary to make sure it is not fradulent, as they are very watchful and they regularly take people to court for false claims. 

5. Once we receive the compensation for the lost parcel from Royal Mail then we are able to cut and replace the kit/order, please note that we only receive from Royal Mail the cost of the item, and because it is sometimes kits that are lost, we do not receive compensation for our time to make the kits.    At times if the item is no longer available, eg fabric we will make the best substitute possible to remake the kit, this can take time while we wait for farbic/items to arrive, and cutting one kit can take several hours, so please be patient with us as we will be doing out very best to get it sorted out for you as quickly as we can.