Customer Services
Here are the answers to some questions we're often asked. We hope they are helpful, if you have any further questions which haven't been covered please let us know with the contact us form.
FABRIC
DO YOU SEND OUT SAMPLES?
Yes, you can order samples in groups of 5 for just 25p plus postage with our samples request.
IF I ORDER MORE THAN ONE QUANTITY OF THE SAME FABRIC WILL IT COME AS ONE UNCUT PIECE?
Yes, the first size option will be for a quarter, sixth or an eighth of a yard or metre of fabric.
These options are best for ordering smaller quantities. For example two 45cm x 55cm units would make a 45cm x 110cm piece.
The second and third size options are best for ordering larger pieces at the full fabric width. For example three 25cm x 110cm units would make a 75cm x 110cm piece.
If you would like individual cut pieces you can request this in the special instructions section in the shopping basket or send us a message with your requirements before you order.
WHICH MEASUREMENT IS THE FULL FABRIC WIDTH?
The last two size options on nearly all listings are at the full width of the fabric. For example 110cm or 150cm, the felts come from 90cm width rolls.
Shopping at Billow Fabrics
HOW DO I BROWSE YOUR SITE?
If you click on the category headings on the main navigation bar eg Basics, Tilda, then picture links to the subcategories will come up. You can also select the subcategories in the drop down menus.
HOW DO I SEARCH FOR SOMETHING SPECIFIC?
You can narrow your search by using the search box in the top left corner of the homepage. For example if you are looking for pink items, type pink in the box and a list of items including pink in their title and description will come up. You can narrow your search further by adding more words. For example pink felt, red rose, green gingham etc.
THE QUANTITY I'D LIKE IS OUT OF STOCK. DO YOU HAVE MORE AVAILABLE?
Probably, please send us a message if you are unable to add a certain quantity to your basket or an item you'd like is marked as out of stock. It is likely that we have more in stock or that we are expecting more soon.
WHAT ARE THE BENEFITS OF OPENING AN ACCOUNT AND DO I HAVE TO OPEN ONE TO MAKE AN ORDER?
There are many benefits to having a Billow account; you can view order history, change and manage your details, refunds and get all the latest on new arrivals, sales and special promotions. You can checkout as a guest if you prefer.
Payment
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept online payment in a secure environment with Visa, Mastercard and American Express credit cards, as well as Maestro. Payments are securely processed via Paypal this means you can checkout faster if you have already have a paypal account. You can choose to create a Paypal account if you would like at checkout but this is only optional.
CAN I PAY FOR MY ORDER OVER THE TELEPHONE?
Sorry we only take online payment for increased security of your card details.
CAN I ADD ITEMS TO AN ORDER I HAVE ALREADY PAID FOR?
Sorry, unfortunately we can't combine postage costs after they have been paid for. Please don't hurry to place your order we have a continuous shopping cart so if you have items in your basket and you think you may add to your order they will be saved when you next log in.
Returns
HOW DO I RETURN MY ORDER?
If you would like to return anything from your order, for what ever reason you can, provided it it is returned in the same condition it was received in, with the invoice as proof of purchase within 14 days of receipt.
We will issue a full refund to the card used when placing the order. We aim to process refunds with in a few days of receipt. Only the value of the item will be refunded, postage costs will not be refunded.
We recommend using our samples request service before you order especially for larger orders to avoid any disappointment and the cost of returning the order.
WHAT SHOULD I DO IF THERE IS A PROBLEM WITH MY ORDER?
We work hard to ensure that everything we send out is correct and in top condition. However, if your order is not as you would expect please just contact us and we'll sort it out as quickly as possible.
YOUR PRIVACY
IS MY PERSONAL INFORMATION KEPT PRIVATE?
We do not share your data with any other company for any marketing purposes. Please see our Privacy Policy for further information.