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Specialists in Haute Couture Fabrics

FAQs

UK
International Customers

Do you supply samples? (UK)

Yes, we supply samples for most products. A sample has a minimal charge of £5. A sample is a small cutting of the fabric and may vary in size (usually at least 3cm x 15cm minimum, depending on the value of the fabric). A sample will give a true representation of colour, texture, pattern, weight and handle of a fabric. If you are satisfied and place an order for the same fabric we will refund you the £5 charge. All refunds will be sent by cheque with your order. Please note this policy is only applicable with the same fabric as the sample purchased. To order a sample, click the grey box labeled ‘ORDER SAMPLE’ on the fabric information page. Please note there is a maximum of 10 samples per customer.

If you require more than a small cutting, we recommend purchasing 10cm of fabric instead. Please note, this is not an official sample and therefore does not fall under our samples policy.

How do I place an order?

Please use the main category navigations to assist you through our online shop: FABRIC, TRIMMING, ACCESSORIES, BRANDS, STUDENTS and OFFERS. Alternatively, you can use the SEARCH box to locate a specific item. You can also narrow your search by filtering by style, colour and/or brand. Once you have found what you are looking for, select your quantity and click ‘ADD TO SHOPPING BAG’. 

Review your selected items by clicking the ‘SHOPPING BAG’ icon in the top right corner of the page. You can remove items from your shopping bag at any time during your visit by clicking ‘REMOVE’ under the specific item. You can change the quantity of your order by updating quantity and clicking ‘UPDATE’. You can also add items to your ‘WISHLIST’ for future reference.
Once you have decided what you would like to purchase, click the ‘CHECKOUT’ icon to enter billing and shipping information and place your order.

Do I need to register to place an order?

No. You have the option to checkout without registering. However registering is quick and easy and will enable you to access your account using your e-mail address and password. Having an account enables you to safely save your details for faster shopping and gain access to your Wish List.

What should I do if I forget my password?

This isn't a problem. GO to ‘MY ACCOUNT’, enter your email address then click ‘FORGOT YOUR PASSWORD?’. We will request that you enter your email again and will send you a link, which will enable you to enter a new password. If you continue to have difficulty please contact our Customer Services.

How do I contact Customer Services?

Our Customer Services team is available Monday – Friday 10am-4pm. You can contact us by:

PHONE: +44 (0)20 7724 3762

EMAIL: [email protected]

If your query is regarding an existing order, please have your order number to hand.

What if the item I would like is listed as ‘Out of Stock’?

Any item shown as ‘Out of Stock’ online may still be available in store. Please contact our Customer Services team to check availability.

How will my order be packaged?

Your fabrics/trimmings will be individually packed with tissue paper and will then be placed inside a Joel & Son Fabrics packaging bag, which will then be placed inside a delivery bag. Each item will be personally inspected by a member of the Joel & Son Fabrics Quality Control Team, before it is packaged and sent out for delivery.

Which methods of payment do you accept?

We accept Visa, MasterCard, America Express, Delta, Maestro, Electron and PayPal credit and debits only.

How do I change currency?

You can change the currency by clicking on the flag icon at the top right hand corner of the page and select your preferred currency and delivery destination. Please note that UK orders can only be placed in UK Pounds Sterling.

How long does delivery take and cost?

Standard UK delivery is £5.95 or free on orders over £200. All orders will be sent by APC and will require a signature on receipt. Your goods will be delivered in 1-2 working days from day of despatch.

Do I need to sign for my order?

Yes, your order will need to be signed for as proof of delivery.

Can I collect my item in store to save on delivery?

Yes. You can call us to place your order over the phone for in store pick up. Alternatively order online as usual and send us an e-mail to [email protected] with your Order Number as the e-mail subject stating that you want to pick up in store. We will then refund you the delivery charge and hold it for pick up in store.

Can I return or exchange an item?

All non-fabric/trimming goods may be returned for refund if in perfect re-saleable condition. Unfortunately, it is not possible to return or exchange fabrics or trimmings that have been ordered and cut to your specification. This does not affect your statutory rights.

Please click here to view our Returns Policy. 

Can I cancel my order?

We are unable to cancel orders where fabrics/trimmings have already been cut to specification. However if your items have not yet been prepared for despatch then we may be able to cancel your order. Please contact Customer Services on +44 (0)20 7724 3762 for immediate assistance.

Is your website secure?

Our website is as secure as it can possibly be. We store any information you give us using SSL encryption technology. SSL is the most advanced security software available for online transactions.

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will Joel & Son Fabrics share this information with any third parties.

When you register with Joel & Son Fabrics, we will only need to know your email address. Your chosen password is not known to us. When processing your order we will require your name, e-mail address, telephone number, shipping address and billing information. We will not store your card details on our system. Please note that Joel & Son Fabrics may use your contact details to inform you of new arrivals, seasonal updates and promotions. If you would prefer not to receive these updates, please email us at [email protected]


Do you supply samples? (INTERNATIONAL)

Yes, we supply samples for most products. A sample has a minimal charge of £5. A sample is a small cutting of the fabric and may vary in size (usually at least 3cm x 15cm minimum, depending on the value of the fabric). A sample will give a true representation of colour, texture, pattern, weight and handle of a fabric. If you are satisfied and place an order for the same fabric we will refund you the £5 charge. All refunds will be sent by cheque with your order. Please note this policy is only applicable with the same fabric as the sample purchased. To order a sample, click the grey box labeled ‘ORDER SAMPLE’ on the fabric information page. Please note there is a maximum of 10 samples per customer.

If you require more than a small cutting, we recommend purchasing 10cm of fabric instead. Please note, this is not an official sample and therefore does not fall under our samples policy.

How do I place an order?

Please use the main category navigations to assist you through our online shop: FABRIC, TRIMMING, ACCESSORIES, BRANDS, STUDENTS and OFFERS. Alternatively, you can use the SEARCH box to locate a specific item. You can also narrow your search by filtering by style, colour and/or brand. Once you have found what you are looking for, select your quantity and click ‘ADD TO SHOPPING BAG’. 

Review your selected items by clicking the ‘SHOPPING BAG’ icon in the top right corner of the page. You can remove items from your shopping bag at any time during your visit by clicking ‘REMOVE’ under the specific item. You can change the quantity of your order by updating quantity and clicking ‘UPDATE’. You can also add items to your ‘WISHLIST’ for future reference.
Once you have decided what you would like to purchase, click the ‘CHECKOUT’ icon to enter billing and shipping information and place your order.

Do I need to register to place an order?

No. You have the option to checkout without registering. However registering is quick and easy and will enable you to access your account using your e-mail address and password. Having an account enables you to safely save your details for faster shopping and gain access to your Wish List.

What should I do if I forget my password?

This isn't a problem. GO to ‘MY ACCOUNT’, enter your email address then click ‘FORGOT YOUR PASSWORD?’. We will request that you enter your email again and will send you a link, which will enable you to enter a new password. If you continue to have difficulty please contact our Customer Services.

How do I contact Customer Services?

Our Customer Services team is available Monday – Friday 10am-4pm. You can contact us by:

PHONE: +44 (0)20 7724 3762

EMAIL: [email protected]

If your query is regarding an order you have recently placed with us online, please contact us via our portal here.

What if the item I would like is listed as ‘Out of Stock’?

Any item shown as ‘Out of Stock’ online may still be available in store. Please contact our Customer Services team to check availability.

How will my order be packaged?

Your fabrics/trimmings will be individually packed with tissue paper and will then be placed inside a Joel & Son Fabrics packaging bag, which will then be placed inside a delivery bag. Each item will be personally inspected by a member of the Joel & Son Fabrics Quality Control Team, before it is packaged and sent out for delivery.

Which methods of payment do you accept?

We are happy to offer our customers local payment options available for their country. We accept Visa, MasterCard, American Express, Maestro, and PayPal.

How do I change currency?

You can change the currency by clicking on the flag icon at the top right hand corner of the page and select your preferred currency and delivery destination.

Which countries do you ship to?

For a list of all countries we currently ship to and shipping costs, please click here. Unfortunately we are not able to deliver to PO Box addresses.

Will I have to pay additional duties or taxes?

Customs fees vary from country to country, for most, we offer you the option to prepay any applicable custom's charges at checkout. Prepaying your custom’s charges at checkout guarantees no additional custom’s charges upon delivery. If your shipping destination is Brazil or Nigeria you will need to pay applicable custom’s charges at checkout in order to complete your order with us.

How long does delivery take and cost?

For international delivery rates, please click here.

Can I track my order?

Tracking is available for all delivery services. You'll receive a confirmation email once your order is on its way to you, with a tracking link for your parcel so you can follow its journey.

Do I need to sign for my order?

Yes, your order will need to be signed for as proof of delivery.

Can I return or exchange an item?

All non-fabric/trimming goods may be returned for refund if in perfect re-saleable condition. Unfortunately, it is not possible to return or exchange fabrics or trimmings that have been ordered and cut to your specification. This does not affect your statutory rights.

Please click here to view our Returns Policy. 

Can I cancel my order?

We are unable to cancel orders where fabrics/trimmings have already been cut to specification. However if your items have not yet been prepared for despatch then we may be able to cancel your order. Please contact Customer Services on +44 (0)20 7724 3762 for immediate assistance.

Is your website secure?

Our website is as secure as it can possibly be. We store any information you give us using SSL encryption technology. SSL is the most advanced security software available for online transactions.

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will Joel & Son Fabrics share this information with any third parties.

When you register with Joel & Son Fabrics, we will only need to know your email address. Your chosen password is not known to us. When processing your order we will require your name, e-mail address, telephone number, shipping address and billing information. We will not store your card details on our system. Please note that Joel & Son Fabrics may use your contact details to inform you of new arrivals, seasonal updates and promotions. If you would prefer not to receive these updates, please email us at [email protected]