FAQs

Order Information

Can I add to my order?

Yes, you can add to your order throughout the day on which you started it. Simply go online or call 0800 112 4433. No matter how much you add throughout that day, you’ll only pay one delivery charge. Items ordered on different days will have their own delivery charge.

Can I change my order?

You can add to your order throughout the day on which you started it. For all other order amendments, contact our Help Team on 0800 112 4433, who’ll help you change your order if it’s possible to do so.

How do I see the status of my order?

You can check the status of your order online by clicking on “My Account” in top navigation bar of this website. If “My Account” does not appear, you’ll need to click on “Login/Register” and sign in first. Then click on the “My Orders” tab at the bottom of the page to see your order status and history.

What do the different order statuses mean?

When you view your order history you will be able to see the current status of your order. These statuses are:


When will you charge my credit or debit card?

We won’t charge you until your order has been picked by our warehouse. On the day that we your order is due to be despatched, we’ll ask your bank for a “pre-authorisation” for the payment. The payment is then ‘reserved’. Once we have confirmed that all the items are available and started to pack the item(s), we will then charge your card.

30 Day Money Back Guarantee

Can I return items that I do not want?

Absolutely. For all items excluding cut fabric, you have the benefit of our “No Quibble” 30 day money back guarantee, which starts on the day you receive your goods. If you’re not completely satisfied, just complete the returns form enclosed with your delivery and send it back to us along with the goods for a full refund.

Can I return cut-to-order fabric?

You can’t return cut fabric unless it is faulty, in line with your statutory rights.

How do I return faulty items?

If your item becomes faulty within 30 days of purchase, return it straight away and you’ll be offered the choice of a refund or a replacement, if the item is in stock. On your dispatch note you’ll find a returns sticker with a barcode of your order number. Stick this barcode on the outside of your returns parcel. When we receive it, we’ll send you an email giving you an idea of how long it will take to process.

How long will it take for my return to be processed?

We’ll process your return within 30 days of receiving it, although you’re likely to receive your refund much sooner than that – generally within 7–10 days.

Account Details and Order History

How do I view my order history?

You can check the status of your order online by clicking on “My Account” in top navigation bar of this website. If “My Account” does not appear, you’ll need to click on “Login/Register” and sign in first. Then click on the “My Orders” tab at the bottom of the page to see your order status and history.

Can I see my telephone orders online?

Yes. If you have only ever ordered on the phone before, you’ll need to click on “Login/Register” on this website and click on “Previously ordered by phone”. Enter an Order Number from a recent purchase, the last four digits of the credit/debit card used for that order, an email address and a password. If you can’t find Order Number, call our Help Team on 0800 112 4433 and press option 2.

Why can’t I see my telephone orders online?

If you’ve followed the steps in the above section and can’t see all your orders online, it may be that we have multiple accounts on our system for you. Call our Our Help Team on 0800 112 4433.

Can I add or remove a credit/debit card from my account?

To add remove a credit/debit card from your account, simply click on “My Account” in the top navigation bar of this website. If “My Account” does not appear, you’ll need to click on “Login/Register” and sign in first. Click “Card Details” and all your stored cards will be listed. Click on the cross next to the card you wish to remove. You can add a new card by clicking on “Add New Card” button. Fill in the form and click “Save”.

Can I add or remove a delivery address from my account?

To add remove an address from your account, simply click on “My Account” in the top navigation bar of this website. If “My Account” does not appear, you’ll need to click on “Login/Register” and sign in/register first.

Click “Address Details” to see your saved addresses. To add an address, click on “Add Shipping Address” and click “Save”. To update an address, click on the “Edit or Remove” button next to the address you want to change and then click “Save”. To delete an address, go straight to the bottom and click “Remove”. You can select your default delivery address here for faster future checkout.

Can I change my contact information?

To add remove an address from your account, simply click on “My Account” in the top navigation bar of this website. If “My Account” does not appear, you’ll need to click on “Login/Register” and sign in/register first. Then click on “Account details” to change your contact details. Click “Update Details” when you’ve finished.

Can I stop my name from being displayed on TV?

Yes. To stop your name from being displayed on TV, simply click on “My Account” in the top navigation bar of this website. If “My Account” does not appear, you’ll need to click on “Login/Register” and sign in/register first. Then untick the “Allow name to be displayed on TV?” option and click “Update Details” when you’ve finished.

How can I change my password?

To change your password, simply click on “My Account” in the top navigation bar of this website. If “My Account” does not appear, you’ll need to click on “Login/Register” and sign in/register first. Then click on “Account Details”. You’ll need to enter your old password and your new password twice to confirm your change. Click “Update Details” when you’ve finished.

What do I do if I’ve forgotten my password?

If you’ve forgotten your password, click on “Login/Register” and “Existing Customer”. Then select the tickbox for “Forgotten Password?”. Enter your email address and click “Submit”. We’ll send you a new password to your registered email address.

Can I order online using my existing phone account details?

Yes, simply click on “Login/Register” and then “Previously Ordered By Phone”. You’ll need to enter an Order Number from a recent purchase, the last four digits of the credit/debit card used for that order, an email address and a password. If you’re having problems finding your Order Number, call 0800 112 4433 and press option 2.