Knighton Fabrics Ltd Reg 14042354, VAT 409359578
Unit 2, Block A, Imperial Building
Leicester, LE5 4QD
Email - knightonfabrics1@gmail.com
PRODUCTS
1) All products are sold per metre but we always cut fabrics to order and send in continuous lengths.
2) All fabrics are cut by hand and although we strive to cut as accurately as possible, there may be discrepancies of 1-2cm.
3) Fabrics are subject to availability and if the fabric you bought is out of stock we will either refund or give an option to swap for different one.
4) Although we put a great effort to display the colours accurately, the actual colours of fabric may differ from the photo due to the photography limitations and varying screen settings.
5) We cannot accept any responsibility for any fault, flaws, colour changes occurred during and after washing process. We recommend to wash our fabric on delicate wash and no tumble drying unless stated otherwise in product description.
6) Although we strive to describe the fabrics as best as we can and advise about suitability for particular projects, we cannot accept any responsibility for fabrics which do not match up to the customer’s expectations
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ORDERS
Please make sure you provide correct details
1) If you wish to cancel or amend your order please send us an email to knightonfabrics1@gmail.com within 24 hours of placing your order only.
2) We cannot amend or cancel orders that have been packed and dispatched.
3) If there is a problem with your order we will send you an email and await your reply. Please note that the shipping label and tracking may be generated in advance.
4) We reserve the right to not combine or add to orders at busy times such as during a large sale.
5) Please ensure you order the fabrics and items you need at time of placing an order. If you would like to cancel your order and re-order to include the items you need, please contact us.
TURNAROUND
1) The turnaround (time to prepare your order for shipping) may vary, usually it's upto 5-7 working days for instock fabrics and 7-10 working days when waiting for stock replenishment.
2) During the busy times such as when we run large discount sales, it can be up to 10 working days.
3) The turnaround does not include the shipping time
SHIPPING
Mainland UK
1) We ship all parcels to mainland UK by DPD and Royal Mail.
2) The cost of UK shipping depends on weight of order.
Up to 2kg
Royal Mail Tracked 24 - £5.00
Royal Mail Tracked 48 - £4.30
2kg to 5kg
Royal Mail Tracked 24 - £10.00
Royal Mail Tracked 48 - £9.00
DPD (Tracked) - £6.49
5kg to 10kg
Royal Mail Tracked 24 - £10.00
Royal Mail Tracked 48 - £9.00
DPD (Tracked) - £7.99
10kg to 15kg
Royal Mail Tracked 24 - £12.50
Royal Mail Tracked 48 - £11.00
DPD (Tracked) - £9.99
15kg+
Royal Mail Tracked 24 - £25.00
Royal Mail Tracked 48 - £22.00
DPD (Tracked) - £19.98
NOTE: Orders over 15kg in weight will be sent in multiple parcels.
2) You will receive shipping confirmation and tracking number to the email you provided during checkout.
3) Usual shipping time by DPD is 1 working days, however during busy times it may be up to 2 days.
Remote delivery - Scottish Highland, Scottish Isles, Isle of Wight, Isle of Man, Channel Isles and Northern Ireland
4) To above areas we ship by Royal Mail only (as above Royal Mail pricing only)
5) The cost of shipping is calculated by weight at the checkout.
7) Usual shipping time by Royal Mail will vary depending on your shipping choice.
8) Please note there may be delays out of our and our shipping partners' control caused by high volume of parcels to process.
9) In case of any problems with shipping please get in touch with us via email knightonfabrics1@gmail.com
INTERNATIONAL/EU SHIPPING
Sadly we had to suspend shipping to EU countries and International countries. This decision is caused by high level of problems with custom clearance, lost parcels and duties and tax on import.
RETURNS AND REFUNDS
Please inspect your products upon arrival as we cannot process any claims of flawed fabric once the fabric has been used in any way.
1) We can ONLY accept returns of unused, unwashed, uncut fabrics.
2) We can ONLY accept returns of fabrics within 30 days from the receipt of an order.
3) The return postage cost is responsibility of the buyer.
4) We can only refund the cost of the fabric, not the delivery cost.
5) Once we receive the return we will issue refund to the same payment method used to pay for your order within 2 working days.
6) We reserve the right to process refunds for items which are out of stock. Stock levels are usually correct however human error may occur and stock levels may be incorrect. We will always be happy to process a refund for any items which we cannot provide.
FLAWED FABRICS
Please inspect your products upon arrival as we cannot process any claims of flawed fabric once the fabric has been used in any way.
1) We strive to thoroughly check all the fabrics before cutting but on occasions small flaws can be missed.
2) If your fabrics arrived flawed please get in touch with us within 30 days from receiving your order and we will do our best to rectify the problem by offering refund or exchange.
3) After 30 days passed we cannot accept returns regardless of flaw.
4) In case you need to return the flawed fabrics to us we will cover return postage cost.
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Please note that, on occasion, very small white dots may occur on the print. This is normal for digital fabric printing and is not considered a flaw. Some small, minor printing flaws at the fabric selvage may also be apparent which can be unavoidable due to the nature of digital printing machines and is also not considered a flaw.
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In case of any problems with your order please let us know via email to knightonfabrics1@gmail.com and we will do our best to resolve it.
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We thoroughly check the fabrics before dispatch but if you received the fabric that is flawed or faulty we will offer you following options: partial refund depending on scale of the flaw or in case of major flaws or faults we may offer you a reprint.
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Unacceptable Customer Behaviour Policy And Procedure
Most of our customers tell us that they are satisfied with our services. But we recognise that sometimes this isn’t always the case. To carry out our work we need to make sure we are using our resources in the best way. This might mean we can’t respond to every issue in a way an individual may want if it means using a disproportionate amount of time and resource on a single case.
We understand that, in times of trouble or distress, people may act out of character, and, in a very small number of cases, may behave in an unacceptable way despite our best efforts to help.
This makes it difficult for us to deal with queries or complaints effectively. We also have a duty to protect the welfare and safety of our staff. They should be able to come to work without fear of violence, abuse, harassment, or discrimination.
This policy means we can manage unacceptable customer behaviour consistently and fairly. It sets out clearly what we consider to be unacceptable and the steps we may take to deal with such behaviour. It applies to everyone who accesses our services to help us protect staff from abuse and harm.
Principles
You can expect that our employees will always:
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provide a fair, open, proportionate, and accessible service
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listen and understand
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treat everyone who contacts us with respect, empathy, and dignity
We expect people accessing our services to:
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be courteous
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engage with us in a way that does not hamper our ability to carry out our work effectively and efficiently for the benefit of all.
​Aggressive or abusive behaviour
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This is behaviour or language (written or spoken) that could cause our staff to feel afraid, threatened or abused. This includes threatening emails, telephone calls and comments on social media or elsewhere.
For example: -
insulting or degrading language, including inappropriate banter, innuendo or malicious allegations
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any form of physical violence or threats of physical violence
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derogatory racist, sexist, ageist, or homophobic remarks
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comments relating to disability, perceived gender, religion, belief, or any other personal characteristic
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spreading malicious rumours or gossip
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We accept that someone who is persistent is not necessarily guilty of unacceptable behaviour. What is seen as an unreasonable demand will depend on the circumstances of each case. We will always consider each complaint on its own merits.
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If customers continue to behave unacceptably, a senior manager can put in place a temporary or permanent communication restriction on a customer. If we decide to do this, we will tell the customer that we are doing, so setting out:
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why we consider their behaviour unacceptable
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what action we are taking and if there is a time limit on the restrictions
If we decide to limit communication, we will make a note of the limitation in our records.
Communication might be:
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limited to being conducted in writing
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limited to a specific individual
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removed from Knighton Fabrics social media and be blocked from our accounts
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limited to a specific email address or telephone number
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limited in other ways which we consider appropriate in the circumstances, in line with this policy
In addition, we reserve the right to:​
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restrict contact to a nominated employee who will deal with all future correspondence
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restrict the issues on which we will correspond
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block emails if the number and length of communications sent is excessive
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refuse to consider a complaint or any further contact in exceptional circumstances
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take any other action which we consider necessary or appropriate to make this policy effective.
Where circumstances are serious enough to warrant further restrictions, we may take legal action to prevent further contact/poor behaviour.
Review
We will regularly review any decision to restrict communications and when appropriate we may lift some or all restrictions.