DELIVERY & RETURNS
FABRIC
We hold stock of our fabric. We use Royal Mail, TNT and Parcelforce to deliver our fabric for UK mainland. If you are outside this area please complete the form below with details of your order, names and home address etc or email us at sales@zoeglencross.com so that we may provide you with a delivery quote.
Orders are despatched only following receipt of payment to the delivery address specified on your order.
Orders received (with payment) before 12 noon on a weekday will be despatched on a next working day delivery if in stock. If the fabric is not in stock we will inform you of this along with lead times on receipt of your order.
For fabric orders, you will receive a text/e-mail from the courier when your order has been despatched with tracking information. You can then track your package using the link and tracking number supplied.
If you have a ‘safe place’ that you are happy for your product to be left, please advise this in the Notes section at checkout and we will ensure this information is passed to the courier.
If it is necessary to place part of your order on backorder (to be despatched when back in stock) no further carriage charges will be requested.
Note that our fabric and homeware items are stored in separate locations, therefore if you have a mixed order your items will arrive in separate deliveries.
CUSHIONS:
Cushions are not made to order but are made from selected fabrics.
LAMPSHADES
Please allow a lead time of 10 – 15 working days for our made to order items (lampshades). Note that our made to order items are non refundable / non exchangeable.
Carriers used:-
Swatches Royal Mail 1st Class
Fabric Fedex (signature should be obtained)
Cushions DPD / Royal Mail tracked
Lampshades Parcelforce (signature should be obtained)
Remnants Royal Mail tracked (folded)
Other Homeware Royal Mail tracked
Carriage Charges (figures include VAT):-
Swatches
1-4 swatches No postage charge
5-10 swatches £4.95
11+ swatches £14.95
Note that additional charges may be applicable for individual large scale swatches or swatches from our Aventuras Collection in addition to the above postage charges
Fabric 1m (folded) £4.95
2-4m (rolled) £11.50
5m – 16m (rolled) £14.95
16m - 39m (rolled) £25.00
40+m (rolled) £35.00
Rolled fabric will be packaged on a cardboard tube with a protective wrapping. Note that we endeavour to use as little packaging as possible therefore multiple fabrics ordered will likely be packaged on the same tube.
Cushions 1 cushion £4.95
2 – 3 cushions £9.50
4+ cushions £14.95
Cushion Covers £2.50
Lampshades £14.95
Throws £9.50
OVERSEAS DELIVERY CHARGES
Zoe Glencross ship worldwide. These will be quoted on an order by order basis. If you are an overseas customer, please e-mail sales@zoeglencross.com for a proforma invoice.
Note that Zoe Glencross sell in pounds sterling. Deliveries overseas are made DDU (delivered duty unpaid) therefore the buyer may be liable for import duties and customs entry fee prior to delivery. VAT will not be applied to the order. It is the customers responsibility to assess the value of these fees prior to ordering.
Upon Receipt of Your Order
Please ensure there is no damage to the packaging affecting the product before accepting your delivery. If there is damage please reject the package and it will be returned to us. Please e-mail sales@zoeglencross.com to let us know within 24 hours.
If you have accepted the delivery and the product is damaged after unpacking it, please contact sales@zoeglencross.com within 24 hours with a description and ideally photographs of the damage and we will confirm and agree the course of action.
We are not able to issue carriage refunds for orders delayed in transit beyond our control and will not be held responsible for delays due to third party involvement. We do our best to work closely with our warehouse to manage and track orders.
The buyer should ensure that the fabric is approved before cutting. Once cut the fabric cannot be refunded or exchanged.
It is the buyers responsibility to ensure that the correct product is provided to third parties (ie, makers). Ideally the buyer should ensure that the third party has a swatch of the fabric to compare to the delivery. Zoe Glencross is not liable for goods made up in the incorrect fabric by a third party.
Returns
Fabric
Please ensure that you are happy with your fabric on receipt and have checked it prior to cutting. Cut fabric is non-returnable. If you find faults with your fabric or are not happy with it for any reason prior to cutting, please contact sales@zoeglencross.com within 14 days and we will arrange a collection of the fabric and advise course of action, whether refund or replacement.
Cushions and Homeware
If there is a fault with your product on unpacking, please e-mail sales@zoeglencross.com and we will agree the next course of action – whether refund or replacement.
If you change your mind or decide you do not want your product upon receipt please mail to the address below, including your name and order number and we will refund the cost of the product upon receipt of the items returned to the method used for payment (card, paypal etc).
Note that we do not refund the cost of the return postage.
Zoe Glencross Ltd
Alderley Chambers
12 London Road
Alderley Edge
SK9 7JS
Lampshades
As these are a made to order product, they are non-refundable and non-exchangable. If there is a fault with the product, please contact sales@zoeglencross.com so that we can agree the course of action.