Something you'd like to ask?
If you have a question, feel free to get in touch by email, phone, or using the contact form. But to save you the trouble, we have provided answers to many common questions below.
FAQs
How can I contact you?
You can email us at hello@thepatternbook.co.uk or call us on +44 (0)20 7274 0042 and we will respond as soon as possible.
How can I place my order?
Whether you are a Retail customer, or a Trade customer with a wholesale account, we encourage you to place an order through our website, so that it can be processed quickly and securely. However we are happy to accept orders by email at hello@thepatternbook.co.uk or, if neither of the former methods work for you, by phone – +44 (0)20 7274 0042.
What payment methods do you accept?
We accept payment by all major credit/debit cards and PayPal securely via our website at time of ordering, and by Bank Transfer for Trade customers (with 30 day terms).
Is there a minimum order quantity or value?
For Trade customers we have a minimum order value of £100 ex VAT, or £150 ex VAT for carriage-paid.
Retail customers may order as little as a single card.
How will my order be sent?
UK Retail orders are sent by Royal Mail First Class post as standard, incurring a shipping charge of £2.95. We offer FREE shipping for orders over £25.
You can, if you wish, select a Royal Mail Special Delivery service at checkout which costs £8.95.
UK Trade orders are dispatched via DPD for next day delivery.
What about International orders?
International Retail orders are sent via Royal Mail Standard International Delivery, and you will be charged a fixed delivery rate based on your location. You can, if you wish, select a Tracked option, if you require a speedier service. Information about taxes and duties on European orders can be found at Delivery and Returns.
International Trade orders are usually dispatched via UPS, although you may specify a different courier if you wish.
When will my order be sent?
Retail orders received by 1pm Monday to Friday will normally be dispatched the same day.
UK Retail orders will normally take 1-2 working days to reach their destination, whereas International Retail orders may take up to 10 days to arrive.
Trade orders are normally dispatched within 1-2 working days of receipt of order.
UK Trade orders will be delivered the next day, whereas International Trade orders may take anything between 3 and 14 days to arrive.
Is there a delivery charge?
UK Retail orders over £25 are FREE to ship. Below this amount they are charged £2.95 shipping. They are delivered by Royal Mail First Class post as standard. However you can, if you wish, select Royal Mail Tracked at checkout and a charge of £xx will be applied to your order.
International customers are charged a fixed delivery rate, as specified when the order is placed.
Our carriage-paid minimum order value for Trade orders within the UK and to the US is £150 ex VAT. Otherwise a shipping charge of £6.95 is incurred.
Can I change or cancel my order after I have placed it?
Please contact us by email hello@thepatternbook.co.uk or phone +44 (0)20 7274 0042 or as soon as possible and if the order has not already been dispatched we will amend or cancel it for you.
Do you deliver outside the UK?
Yes, we deliver to most places in the World.
If my order has failed to arrive what can I do?
Please contact us by phone +44 (0)20 7274 0042 or email hello@thepatternbook.co.uk and we will do our best to locate the order for you.
If my order has been damaged in transit what can I do?
Please contact us by phone +44 (0)20 7274 0042 or email hello@thepatternbook.co.uk and we will endeavour to resolve the issue.
Can I return an item if I change my mind?
We hope you will be delighted with your purchase, but if for any reason you change your mind simply return it to us in pristine condition within 14 days and we will refund the purchase price. The address for returns is:
53 Okehampton Road, Exeter EX4 1EL
Please note the order number on the outside of the envelope. For a full description of our returns policy please go to our Delivery and Returns page
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