FAQs

Here you will find answer to some of the questions we are asked most often. Due to the Coronavirus pandemic, some of this information is subject to change at short notice. See our Covid-19 page for more details.

Click on the ‘plus’ icon to expand the sections below.

About your order

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.com, 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. Due to the ongoing situation with Covid-19 and its impact on our level of staffing safely, we are unable to combine orders or add further items to existing orders.

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 policy does not apply to samples.

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 (PayPal, credit card or debit 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.

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

Please contact us via fabric@alicecaroline.com 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.

Where’s my parcel?

Delivery is significantly affected by the coronavirus pandemic – see Covid-19 page for latest information

Orders are usually dispatched within the dispatch time estimate shown on your confirmation email and at the top of the Checkout page. If an item is out of stock or delayed we may contact you by email to agree a replacement.

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

  • Refer to your order dispatch email to note the date the order was dispatched by us;
  • 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 mostly arrive. 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 from dispatch date
UK Next Day delivery 1pm on the working day when delivery was due
International Worldwide post 30 calendar days from dispatch date
International Tracked 30 calendar days from dispatch date

If your parcel has not arrived, please contact us via  orders@alicecaroline.com 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 (not always available)

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.

International Standard

Standard overseas 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. 

International Tracked

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

 

Delivery

Delivery is significantly affected by the coronavirus pandemic – see Covid-19 page for latest information

Delivery

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

Dispatch time

Our current dispatch time is indicated at the top of the Checkout page. If you add any physical product to your basket you can then “Proceed to Checkout” to see the dispatch time, and return to shopping afterwards.

For all other Delivery information, please see our Delivery and Returns page

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.

 

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.com, 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?

Samples availability is affected by the coronavirus pandemic – see Covid-19 page for latest information

We can send you up to five (5) fabric samples at a time. This service is available for all fabrics that we sell by the metre. However we are unable to offer Vintage print samples due to their rarity.

The cost per sample for all fabric type samples except silk is £1.50 (for example, tana, linen, jersey, quilting cotton, canvas, PVC coated, etc.)

The cost for silk samples is £3.00 each.

Samples are sent as a strip measuring 6cm x full width (as described in the fabric listing, e.g. 137cm for Liberty tana lawn). The strip is large enough to show the drape, texture, colour and print of the fabric clearly. If you like, you can repurpose your sample as a ribbon or length of binding afterwards!

P&P on orders containing only samples is £1.50 in the UK, £3.50 internationally. P&P on orders which combine samples with other products will be the usual order flat rate postage as shown at checkout.

Dispatch time and delivery services are the same as for standard orders (see our Delivery and Returns section).

To order up to five samples please email orders@alicecaroline.co.ukstating the exact print name, colourway letter and fabric type you need (e.g. Phoebe X18 tana, Mabelle L tana, PVC coated Felix & Isabelle). If you are requesting samples to be sent within an existing order you have already placed on the website, please email us within 12 hours of placing the web order, and include your order number within your email.

Payment will be processed securely either over the phone or by PayPal invoice which can be paid by credit/debit card or a PayPal account. No refunds are offered on samples. This does not affect your statutory rights.

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?

By default, fabrics will be measured and supplied as per your order unless you specify otherwise in the notes section on the Checkout page. For example, 3 Fat quarters will be usually be supplied as 1 half-yard and 1 fat quarter. If you wish, you can add a note to ask for multiple quantities to be cut in a continuous piece – e.g. 3 Fat quarters to be cut as 1 three-quarter yard (27″ x 54″), or 1 Fat Quarter to be cut as a long quarter (9″ x 54″). 

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.

For my quilts I often use Hobbs Heirloom wadding – an 80% cotton, 20% polyester mix – as it gives a really nice ‘heirloom’ finish and handle. We have also used various other waddings. If you want more loft/fluffiness, a higher polyester content can provide that.

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

I mainly use Gütermann 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 or Back Order. Will you be getting more in?

“Sold Out” means that we currently have no stock of that fabric or product. However we may be getting more. Please contact us to enquire about availability.

If the item is shown as *BACK-ORDER* or *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. Your whole order will wait to be dispatched until this product is available, so if you need the other items more urgently please place a separate order for them.

 

Liberty Stars Subscriptions

We run several subscription schemes which offer regular deliveries of Liberty fabrics direct to your door for a whole year!

The Rainbow Stars club features 12 deliveries (one per month) of a multi-coloured rainbow selection of carefully curated fabrics.

The Seasonal Stars club contains 4 deliveries (one per quarter) of beautifully season-appropriate prints.

Liberty Stars Clubs – Rainbow and Seasonal

Both Liberty Stars Club subscriptions 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

 

Payment for subscriptions schemes

Once you have signed up to one of the clubs, a recurring payment of the price, plus postage and packing, will be taken from the payment card provided over the 12 or 15 month period, depending on the subscription.  Your card details are processed securely through our payment provider and we do not receive or retain any card details on file. The subscription will cease automatically at the end of the 12 or 15 months; should you wish to continue or sign up again, 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. Log in to your account (Hover over the small symbol of a person, click My Account, then enter your email address and password).
     
    2. Click My Subscriptions, click View alongside your Radiant Stars subscription.
     
    3. Scroll down to the section called Actions, click Add Payment
     
    4. Select Credit Card payments, click New Card
    • Input your card number
    • Input your card’s expiry date
    • Input the card CVV code (the last 3 digits of the small number on the back of the card)
    • Input the post code of the address to which the card is registered
    • Click Add Payment Method to save the card details
     
    5. Back in the Your Account menu, Click Payment Methods.
     
    6. If more than one card is shown, click Make Default next to the card you’ve just saved; and click Delete next to any card(s) that have expired.

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