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Fircroft Textiles Ltd Orders & Returns Information

Order Process

Our display of products is an invitation and not an offer to sell those products to you. An offer is made when you place the order for the item(s) required. We will not have made a contract with you unless and until we have accepted your offer as to the terms listed below.

  1. To order products from this website, you must be aged 18 years or above.
  2. It is advisable that you place a request for a sample prior to ordering any fabric products in specified lengths. If the fabric has been cut to a bespoke length, to your requirements, we will not take the cut fabric or trimming back.
  3. Once you have placed an order, if you enter a correct email address we will send you an order acknowledgement email and order update to confirm all relevant details. If you do not have sample and you purchase from us unseen, you have agreed to our terms.
  4. Payment will be taken and your card details checked and verified using our secure server.
  5. It is advisable to check prior to placing an order for ongoing use of the same product as no guarantee can be given for availability or exact colour matches. I.e. dye lots may change from one batch to another.
  6. In the unlikely event we cannot fulfil an order, a refund will be issued and the buyer notified.
  7. Any typographical error or omission in any form of literature issued by us shall be subject to correction without any liability on the part of the seller.
  8. We reserve the right to refuse a transaction of any products advertised on this website. This may be due to the product you ordered being unavailable from stock, the inability to obtain authorisation for your payment or the identification of a pricing or product description error. We may offer you alternative options and ask you whether you wish to purchase other products we may have available or the products which may have been dispatched to you in error. If so, your order will be amended, otherwise we will treat any order as cancelled and any incorrect products dispatched will be collected for full refund.
  9. We do our best to make sure that prices are correctly shown but very occasionally an error may occur. We will not accept an order if there is a pricing error.
  10. Payment may be made by the methods indicated on our website.
  11. Please remember when you order fabric on rolls they can be heavy. It is up to you to be able to carry the roll/s. Our designated delivery company are only obligated to deliver to your door.

Order FAQs

There is something missing for my order?

We often send out orders in several different packages, so these may arrive at separate times. If your parcel is more than 2/3 days after the estimated delivery date, please contact our customer services team here.

I have received a faulty/damaged item?

Please accept our apologies and contact customer services here.

Can I exchange an item instead of a refund?

Unfortunately, we do not offer exchange or refund on fabrics or trimmings, which have been cut to a specific measurement or order unless damaged or faulty. Please contact customer services for further information.

Can I cancel my order?

To cancel your order please contact our Customer services team on: 0115 920 1813. Unless cancellation takes place within 30 minutes of your order, your order cannot be stopped and will be delivered to you.

Can I amend my order once it has been placed?

Please contact customer services and we will do our very best to help.

My order has been cancelled

Please accept our apologies. We try to get as much choice as possible onto our website, and occasionally we must cancel orders when we have sold out of the relevant product. We are working hard to avoid this happening.

I forgot to apply my promotional code?

Sorry, but we cannot add discounts to orders once the order is confirmed.

What is the status of my order?

Please log onto your account where you will be able to access the status of your order.

Can I see my order history?

Please log into your customer account and click onto My Account

My order is late, what should I do?

Sometimes things do go wrong, and if your parcel has not arrived as expected please accept our apologies. If your parcel is more than 3 days after the estimated delivery date, please contact our customer services team here. If you chose Next Day Home delivery please contact the customer service team if your item(s) do not arrive by the date specified on your confirmation email.

My product is not available online, do you have any more stock in the selected design?

Our online offers represent the vast majority of stock in the company, so stock items / fabrics can get very low/limited. This is because we regularly refresh the range of products we sell, so products can and do sell out quickly. Our stock availability is regularly refreshed to show the most up-to-date information. At the time of your purchase, availability will be confirmed. We are continuously working with our suppliers to ensure that there is enough stock to meet our customers demand for the item. If the item is currently out of stock you may wish to come back to our website later. As soon as more stock becomes available the site will be updated accordingly.

You also have the opportunity to reserve any items that are due in shortly, please call customer services if you wish to do so. In the unlikely event that we are unable to supply an item that you have reserved, we will notify you as soon as possible usually via e-mail. You can check stock availability by calling our Customer Service team on 0115 920 1813.

What is a Back-order item?

Back-order items are products that we are awaiting stock. By ordering a “Back-order” item you are pre-ordering the product. The item will be despatched when stock arrives. If ordering Back-order items with other items that are in stock, the order will be held and sent all together. If you require the order to be sent ASAP, a separate postal charge may be incurred.

I’ve got a question about a product, who can I contact?

Email:
Call: 0115 920 1813

Lines Open:

Monday: - Thursday 8am – 5pm
Friday: 8am - 1pm
Saturday - Sunday: Closed

Our Returns Policy

  1. No Claims can be accepted after Cutting or further processing of Fabric.
  2. Claims for shortages will not be accepted after 3 days from Receipt of goods.
  3. All costs related to postage for returns will be borne by the buyer unless goods supplied were faulty. In such a case the supplier shall be responsible.
  4. When returning goods, the buyer must inform the supplier prior to dispatching the said goods.
  5. Returned goods must be sent requiring a signature from the seller/seller’s representative to confirm receipt as title for ownership shall remain with the buyer until such time. Please note we do NOT accept returns of fabrics or trimmings cut to order and recommend ordering samples prior to purchase of cut lengths.
  6. Once we have received the goods we shall initiate the refund or replacement.
  7. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
  8. We will not take your fabric back if you wash it badly. As you are the manufacturer all tests relating to the fabric is your responsibility, we sell hundreds of metres of fabrics, we can give you a guide line, but as the manufacturer all tests for suitability are your responsibility. Cut a small sample before use, wash by hand cold or wash in machine.
THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MIS-DESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS.

Returns FAQs

I have kept my goods for a long-time period, and I have found a fault. Can I return it?

The consumer contract regulations are there for the customers protection. We do advise that customers check through their fabrics/trimmings before they are used, even if the customer is not planning to use them for a while. Once fabrics and trimmings have been cut by the customer, we cannot offer an exchange or refund, even if the items are faulty. We also advise customers to check their goods as soon as possible, just in case the faulty item is no longer in stock and we cannot replace it for the customer, as they waited too long. If the order was placed months before the customer contacts us about faulty fabric, we do not have to offer a refund.

I have kept my goods for a long-time period, and I have found a fault. Can I return it?

The consumer contract regulations are there for the customers protection. We do advise that customers check through their fabrics/trimmings before they are used, even if the customer is not planning to use them for a while. Once fabrics and trimmings have been cut by the customer, we cannot offer an exchange or refund, even if the items are faulty. We also advise customers to check their goods as soon as possible, just in case the faulty item is no longer in stock and we cannot replace it for the customer, as they waited too long. If the order was placed months before the customer contacts us about faulty fabric, we do not have to offer a refund.

I wish to arrange a return?

Please follow our Returns Policy.

How do I return by post?

Once your return has been authorised you can return items to us via Royal Mail. Items returned by post can take up to 10 working days to reach us once you have posted the parcel. When your refund has been processed it can take your card provider 3 to 5 days working days to credit your account. If in doubt, please call our customer services line on 0115 920 1813. To avoid unnecessary delays in processing your refund, ensure you use the correct address below:

Fircroft Textiles Ltd
9-10, Sherbrook Enterprise, 100 Sherbrook Road, Nottingham, NG5 6AB

If it is sent to the wrong address, it may delay your refund.

  1. Repackage the goods into the original packaging.
  2. Enclose all the relevant details in your parcel.
  3. Take the parcel to a Post Office and obtain a proof of posting.
  4. Retain your proof of posting until you have received your refund. You will need to make your own arrangements through any postal carrier. We’ll send you an email to let you know once we’ve received your return with the details of any refunds

Note for all our customers

Any exchanged items that may be agreed upon will be sent to the default delivery address on your account using the same delivery service as your original order. Please do not return anything without notifying us, as it could result in the parcel not crediting to your account.

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Latest Reviews

Thanks for the ultra-fast delivery!

Great service and fast delivery. Easy to deal with

Great price. A problem with the website when reported was sorted quickly, Cheryl was extremely helpful. Very speedy service and was delivered three days after ordering. I would definitely use the company again if I needed another item.

Cheryl at Fircroft is amazing, she's so helpful & really goes that extra mile to help. She provided delivery dates & times & was more than happy to exchange the rugs for different colours. I would, without hesitation, purchase from Fircroft again. Massive thank you!

Our Rating

(From 4 Reviews)

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