FAQs

Here you will find your answer to some the most asked questions. Click on the ‘plus’ icon to expand the sections.

Questions about your order

I want to place a bespoke or custom order, how do I do this?

Our most popular custom order request is for the Ultimate Scrap Pack, which consists of multiple tana lawn pieces sized 9” by 13”. We can make up an Ultimate 20 Scrap Pack in a colourway or pattern scheme of your choice. This product is available via the product listing for “Ultimate 20 Bespoke”. To specify your requirements please include them in the order comments box, or email orders@alicecaroline.co.uk stating your order number, for example:
– Listing the specific fabric names you would like
– “all leafy prints, in greens and yellows”
– “a range of blue and grey, boyish prints”
We are happy to choose a range of fabrics for your scraps and will do our best to match your description, but please bear in mind that the fabric choice we make on your behalf might not suit your exact taste.

After I have placed an order with you, how will I know you have received my order?

After your order and payment have been processed by the system, you will automatically be sent an order confirmation email. This shows the products and quantities ordered, the delivery address and your five-digit order number.

If you do not receive this email, firstly please check your Spam or Junk folder in your email system, in case the order email has been filtered out.

If you still do not have your order confirmation email, contact us via orders@alicecaroline.co.uk, stating the name which was on the order and the date on which it was made, and we will try to locate your order for you. Most often the lack of a confirmation email is simply an error in the email system, not a failure of the order itself.

Can I add items to my order?

Please take every care to ensure you order all the products that you genuinely want, as order additions, extra payments and/or refunds may take 7-10 days to process.

If we receive your order for extra products within one business day of your original order, it may be possible to combine the two orders together.

The simplest way to do this is to place a new order on our website and request combined postage with the previous order. Please state your combined postage request in the order notes of your second order, e.g.:

“Please combine postage with order 98765”

Postage refunds will be processed (if available) within one week, via the original payment method you used. 

Can I cancel my order?

Please take every care to ensure you order all the products that you genuinely want, as cancellations and refunds may take 7-10 days to process.

If you ordered something by mistake and wish to cancel, please contact us as soon as possible in order to stop the order from being processed and dispatched.

For orders which have already been dispatched at the point of customer cancellation, the terms of the Distance Selling Regulations provide 14 days from order receipt (by you) in which to cancel your order and return the goods, however the postage will be at your own expense unless the goods are faulty or unfit for purpose. This does not affect your statutory rights as a consumer.

Please see Delivery and Returns for details about how to return items.

Can I return or exchange cut fabrics or a bespoke order?

We try at all times to deliver goods which you will love. If you are not satisfied with your purchase for any reason you may contact us within 14 days of receiving your goods to initiate a return or exchange. Items must be returned to us in their original condition and original packaging within 28 days of purchase. Please ensure that you contact us prior to sending an item back, including your preference for a refund or exchange for a different product.

If the goods are returned due to an error on our part or a fault within the product, then we will refund the price of the goods plus postage costs. If the goods are returned for another reason – e.g. you changed your mind or did not like the colour – then the postage costs will not be refunded.

This does not affect your statutory rights as a consumer.

Can I return or exchange ready-made products?

We try at all times to deliver goods which you will love. If you are not satisfied with your purchase for any reason you may contact us within 14 days of receiving your goods to initiate a return or exchange. Items must be returned to us in their original condition and original packaging within 28 days of purchase. Please ensure that you contact us prior to sending an item back, including your preference for a refund or exchange for a different product.

If the goods are returned due to an error on our part or a fault within the product, then we will refund the price of the goods plus postage costs. If the goods are returned for another reason – e.g. you changed your mind or did not like the colour – then the postage costs will not be refunded.

This does not affect your statutory rights as a consumer.

I can’t complete the payment process via PayPal or with my credit card

Some common reasons for payment failing are:
• Paypal having technical website problems
• The payment card linked to your account being past its expiry date
• The details on the card not being entered correctly

Occasionally, it can help to switch internet browsers to complete your order, or try to use a different device.

If you cannot complete a payment for an order, we are happy to accept orders and payment over the phone using a credit card, or via email using a PayPal invoice. Our Contact page includes our email address and phone number. 

If you are emailing us about a problem with payment or another website issue, please include in the email: your browser, device and payment method, and a description of what seems to be happening (or not). This will help us to identify the source of any problem.

Where’s my parcel?

Most orders are dispatched within two business days and arrive safely in under a week (two weeks for international), depending on how far they need to travel.

If your parcel has not yet arrived and you’re concerned, then please take the following steps:

  • Refer to your order confirmation email to note the date the order was dispatched by us (this may be up to 5 working days after ordering, during busy periods);
  • Check the safe places near the delivery address (e.g. a side porch, shed, or a neighbouring property);
  • If your shipping address is a business/organisation rather than residential, please be sure to check your mail room or goods-in area carefully;
  • Check your order details to ensure that the postage address you supplied is 100% correct;
  • Contact us if you have been waiting an unreasonable amount of time and we’ll do what we can to help.

 

In our experience, delayed parcels do often arrive eventually. Therefore we are unable to offer a refund or replacement product until a certain time has passed, as detailed below:

Delivery service: Refund or replacement possible after:
UK Flat Rate delivery 10 working days
UK Next Day delivery 1pm on the working day when delivery was due
International Worldwide post 30 calendar days
International Tracked 30 calendar days

If your parcel has not arrived, please contact us via (+44)1386 725000 or orders@alicecaroline.co.uk and we will locate as much information as possible about your parcel and offer a solution which meets your needs.

This delivery policy does not affect your statutory rights as a consumer.

About the delivery services we use

UK: Flat rate
UK flat rate delivery is sent by Royal Mail First Class and is untracked; however we are able to see exactly when the parcel was dispatched from us and can often retrieve some information about delivery. 

UK: Next Day

UK Next Day delivery is sent by Royal Mail’s Special Delivery service. This is guaranteed to arrive by 1pm on the next working day after the parcel was dispatched. This service requires a signature upon delivery.

Non-UK: Worldwide post
“Worldwide post” orders are sent by Royal Mail and the relevant local postage service to your country. This service is untracked which means it is impossible to trace parcels. As such, we recommend selecting the International Tracked service at checkout if your order is time-sensitive or of high value.

Non-UK: International tracked
“International Tracked” orders are sent via Royal Mail’s International Tracked service. Upon dispatch of your order you should receive an email from us which includes the tracking number for your parcel and a hyperlink with which you can track its progress.

 

What shipping/postage options do you offer and how much will this cost me?

See our Delivery section in our FAQs for an explanation and price estimate. Alternatively add items to your cart and select Calculate Shipping (non-UK) or choose a shipping option (UK) to get a postage quote.

Delivery

We do ship internationally. All products and fabrics can ship to any destination worldwide.

Combining postage

At our discretion we may be able to combine the cost of postage for two or more orders placed within one working day. If you would like to request combined postage, please state this in the order notes of your second order, and include reference to the order number of the first order. Postage refunds will be processed (if available) within one week.

UK delivery

Within the UK, we offer two shipping options: Flat Rate and Next Day.

Flat Rate: this is Royal Mail first class post service, and is charged at £3.50 no matter what size your order. Parcels usually arrive 1-2 business days after dispatch. You will receive an email notifying you of dispatch.

UK Next Day Delivery: This is Royal Mail’s Special Delivery service, and for a typical order is charged at £7.90 to £11.00 depending on weight. This service may not be available during certain of our busier times.

Providing your item is in stock, your order is guaranteed to be delivered by 1pm on the next working day (* except Alderney, Sark and Herm), if you place it by midday on a working day. For example, an order placed before midday on Thursday would be received on Friday. An order placed between noon on Thursday and noon on Friday would be received on the following Monday. 

Items sent in this way require a signature upon delivery.

If you need guaranteed Saturday Delivery (priced from £13.50), please call or email us to arrange this. We will be glad to help you meet your deadline in any way we can.

* Alderney: Special Delivery is by 5.30pm next working day. Sark and Herm: Special delivery is by 5.30pm within two working days.

Collection in person: if you are in the local area (Gloucestershire/Worcestershire border near Tewkesbury – GL20 7PP) we are happy for you to arrange a time to pop in and collect your order instead of it being posted.

International delivery

For international customers, the shopping cart will calculate appropriate shipping based on the value of your order and your location. Please add your desired items to your shopping cart, view your cart and select ‘calculate worldwide shipping’.

If the shipping calculated for your order differs greatly from your expectations, please let us know and we will be happy to refund the difference if you have been overcharged.

Shipping from the UK to…

 

Order value under £100

Order value over £100

Europe

untracked

£5.20 £8.60

tracked

£10.20 £13.60

Rest of the World

untracked

£6.50 £11.80

tracked

£11.50 £16.80

NOTE:

  • For high value or time-sensitive orders we recommend you select International Tracked delivery at checkout, for your convenience and peace of mind

Special countries/regions: Canada, Spain, Italy, Greece, Mexico, Africa, India, UAE.

We do strongly recommend selecting the tracked service to these countries, where we have experienced problems with lost or delayed deliveries in the past. Adding tracking to your shipping option gives you some peace of mind, as you can trace your parcel’s journey.

The United Arab Emirates
We are glad to ship to your country. We strongly recommend shipping to a PO Box, unless you know that you are able to receive non-couriered delivery from overseas successfully. We also strongly recommend choosing tracked shipping and we may contact you to upgrade your order if you have not chosen this option at checkout.

My order payment has been taken but I haven’t had an order confirmation

When your order is accepted by our website you should immediately receive an email with details of the order. Sometimes this is filtered out by the email client and hidden in the spam or junk mail folder, so it is worth checking these to see if this has happened.

If you cannot locate this email and would like to check to ensure we have received your order, please contact us and we will be glad to help.

 

Questions about our products 

How do your gift cards/vouchers work?

Alice Caroline gift vouchers are a great way to send a thoughtful gift to a keen sewer, without the stress of choosing something which they might not need. Our gift vouchers are fully digital and can be delivered to your recipient’s email address immediately or on a specific date, if you choose. Here’s how they work:

  1. Go to the product page for Gift Vouchers via the Search function
  2. In the Amount drop-down menu, enter the voucher amount – £10, £25, £50, £100 or a manual amount

  3. Below the second graphic, select CHOOSE DESIGN to amend the message written on the front of the gift voucher. If none of these designs suit your needs, choose Leave Blank.

  4. Under the GIFT CARD DETAILS heading, enter the recipient’s email address and name. NB: you can enter your own email address if you would like to receive the gift voucher email and print it to give to your recipient in person.

  5. Enter your name and your personalised message in the boxes. The Message section will then be shown in the preview graphic above.

  6. If you would like the voucher email to be delivered after a delay, e.g. on someone’s actual birthday, tick the Postpone Delivery box, then Click on Choose the delivery date to enter the date of your choice for delivery.

  7. Click Add to Cart

  8. Proceed through payment as normal. NB: In your shopping cart, you can ignore the “Have a Gift Card?” section (this is where your gift card recipient would click, when they spend their card in future)

  9. Once payment has been completed successfully, you will then see an Order received screen with your order details and order number. At the same time, you should also receive an order confirmation email.

  10. The gift voucher itself will be delivered to the email address you provided for the recipient, at the time you requested – either on a delayed delivery date, or straight away if you did not specify a date.

  11. The gift voucher recipient will receive an email gift voucher which includes a gift voucher code. This code can be used against purchases on www.alicecaroline.co.uk, including P&P costs. It is valid upon delivery of the gift voucher email and does not have an expiry date.

  12. Should your gift voucher recipient have any problems redeeming their gift voucher, they can contact us by phone or email and we will usually be able to reply and help within one business day (Monday to Friday, 9am-5pm).

Do you offer a swatch/sample service?

We offer two types of samples – small samples of linen, large samples of tana lawn – described below.

NB: the postage prices listed are applicable to UK customers only. Please email orders@alicecaroline.co.uk for an international postage quote for swatches/samples, which will be at cost price.

Our sample types are priced depending on size and fabric type:

  • Small (2″), free samples of linen, which is supplied only to show the weight and texture of the fabric and may not be available in the exact Liberty pattern of your choice.
  • Postage is free in the UK
  • Please email your request, including your name and delivery address, to orders@alicecaroline.co.uk

 

  • Larger samples – each one sized 9” x 13” – of tana lawn are charged at £1.50 each for up to twenty pieces. We can provide these tana lawn samples in the exact pattern(s) of your choice.
  • UK Postage and packing is charged at £1.50 for 1 to 10 samples.
  • UK Postage and packing is charged at £3.50 for 11 to 20 samples.
  • Payment can be taken via a Paypal invoice or over the phone using a credit card.
  • Please email your request, including your name and delivery address and your preferred method of payment, to orders@alicecaroline.co.uk

If you require a sample of a different fabric – e.g. silk – we can offer a strip of fabric off the roll (e.g. 3” x 54”), charged pro rata for the fabric amount. Alternatively, we suggest that you order the full amount of the fabric you need, and return it if it is unsuitable. Our Delivery and Returns section contains details of our returns policy.

Frequently Asked Questions about sizes, cutting and sewing with our fabric

How wide are your fabrics?

Liberty Tana Lawn is 137cm or 54″ wide

Liberty Sycamore Linen is 145cm or 57” wide

Liberty English Garden (Quilting Collection) is 111.5cm or 44” wide

Vintage Liberty fabrics are often narrower than this as they were woven on smaller looms. Please check the product listing carefully to understand the fabric width and ensure you are ordering enough for your project.

What size is a fat quarter?

One fat quarter is 18” x 26.5” (45cm x 67cm)

What size is a fat eighth?

One fat eighth is 13” x 18” (33cm x 45cm)

How would you cut a multiple order of fat quarters?

If you order more than one fat quarter of the same fabric, we will cut this as one continuous piece. For instance, two Tana Lawn fat quarters would be cut as a single half-yard piece:18” x 54”; three fat quarters would be cut as a single ¾-yard piece: 27” x 54”. If you require something different from this, please make it clear in your order notes or via an email to orders@alicecaroline.co.uk which includes your order number.

Can I use Liberty Tana Lawn for quilting?

Yes, you can. Liberty fabric is wonderful for quilting. Super-soft, it’s wonderful to work with and the timeless prints will make your project an heirloom to pass down the generations.

What is the difference between Tana Lawn and Quilting Collection (English Garden)?

The Liberty English Garden Quilting Collection is printed on a 100% cotton Lasenby base, specifically designed for quilters. It is a little thicker and less silky-smooth than Tana Lawn, but shares the same detailed printing of finely-drawn floral motifs.

Can I use Liberty Tana Lawn for dressmaking?

Liberty Tana lawn is suitable for many sorts of dressmaking projects. It’s lovely to work with and behaves really well with a sewing machine. It’s great for dresses, tops, tunics, shirts, pyjamas, children’ wear, tailored linings, and plenty more.

Do you have any other Liberty fabrics apart from Tana lawn? What can these be used for?

We have a smaller range of non-Tana Liberty prints, including:

  • Silks (georgette and satin)
  • Canvas/denim
  • Heavy and fine jerseys
  • Quilting cottons (English Garden)

If you can’t see the fabric type in the print you are looking for on our website, please contact us to enquire, as we may have additional remnant pieces or roll-ends of what you need.

Should I pre-wash Liberty Tana Lawn before I use it?

There is no need to pre-wash Liberty fabric before using it in sewing projects. Because it is such a high quality fabric the shrinkage is negligible. However, if pre-washing fabric is your personal preference it is fine to pre-wash Tana Lawn.

How should I wash it if I want to?

Wash at 30 degrees (although I put mine in at 40 with my normal wash and it’s fine). To keep it looking its best use a laundry powder or liquid that doesn’t contain bleach.

Do you sell wadding for quilts?

We don’t sell quilt wadding due to the bulk and therefore high postage cost.

Do you recommend any particular kind of thread or sewing needle for working with Tana lawn?

I mainly use Güterman Sew-all thread, and size 70 sewing machine needles, perhaps switching to a size 80 for quilting.

The item I want is shown as Sold Out. Will you be getting more in?

This means that we currently have low or zero stock of that fabric or product, but usually that we will be getting more.
If the item is shown as *PRE-ORDER* then you can order as usual but there will be a delay (specified in the listing) until this product is ready to be dispatched.
If the item is shown in the listing as SOLD OUT then please contact us to enquire about availability, via orders@alicecaroline.co.uk

 

Questions about the Liberty Stars Club or Subscriptions

How does your Liberty Stars Club (subscription) work?

We run two subscription schemes, both of which offer regular deliveries of fat quarters or fat eighths direct to your door for a whole year. Each delivery contains different fabrics so you can be assured of an exciting new bundle of Liberty loveliness every time.

The Rainbow Stars club features 12 deliveries of a multi-coloured rainbow selection of carefully curated fabrics, whilst the Seasonal Stars club contains 4 deliveries of season-appropriate prints.

 

Rainbow Stars

Seasonal Stars

 

Fat Quarters Club

Fat Eighths Club

Fat Quarters Club

Fat Eighths Club

Colour scheme

Multi-coloured rainbow

Multi-coloured rainbow

Season-appropriate selection

Season-appropriate selection

Included in each delivery

Six FQs (each being 18” x 26.5”) of Liberty Tana Lawn

Six FEs (each being 18” x 13”) of Liberty Tana Lawn

Six FQs (each being 18” x 26.5”) of Liberty Tana Lawn

Six FEs (each being 18” x 13”) of Liberty Tana Lawn

Freebie

Four free FQs, one each in your 3rd, 6th, 9th and 12th month of membership

Four free FEs, one each in your 3rd, 6th, 9th and 12th month of membership

Two free FQs, one in your 2nd delivery, one in your 4th delivery

Two free FEs, one in your 2nd delivery, one in your 4th delivery

Deliveries per year

12

12

4

4

Frequency of delivery

Once per month

Once per month

Once per three months

Once per three months

Price

£30.00 per month, plus P&P

£15.00 per month, plus P&P

£30.00 every 3 months, plus P&P

£15.00 every 3 months, plus P&P

Duration

12 months

12 months

12 months

12 months

Once you have signed up to one of the clubs, a recurring payment of the price plus P&P will be taken from the payment card provided over the 12 month period. The subscription will cease automatically after 12 months; should you wish to continue, please get in touch to let us know.

If your payment card expires or you wish to update the method of payment for the subscription, please follow these steps:

  1. From our home page, in the top banner, click the small icon shaped like a person
  2. Select My Account (if not already logged in, you will need to log in at this stage)
  3. Select Payment Methods from the list of options
  4. Click Add Payment Method, then enter your new card details.

 

 

Questions about your account

After I have placed an order with you, how will I know you have received my order?

After your order and payment have been processed by the system, you will automatically be sent an order confirmation email. This shows the products and quantities ordered, the delivery address and your five-digit order number.

If you do not receive this email, firstly please check your Spam or Junk folder in your email system, in case the order email has been filtered out.

If you still do not have your order confirmation email, contact us via orders@alicecaroline.co.uk, stating the name which was on the order and the date on which it was made, and we will try to locate your order for you. Most often the lack of a confirmation email is simply an error in the email system, not a failure of the order itself.

I’m getting an error message when I try to order on your website

Please contact us via fabric@alicecaroline.co.uk with details of the problem. We always appreciate being informed about any issues or errors, and if there is a known “snag” we may be able to help you get past it. If there is a new issue then we can raise this with our technical team in order to resolve it.