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FAQs

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Ordering

How do I place an order?

By Website:
To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any delays.

By Phone:
We are available Monday to Friday 9am-5pm to take your order by phone and help with any queries about our range of products. We will need to take your address, telephone and email address as well as details for payment.

Can I add to an order?

Please contact us below, we may be able to help provided your order has not already left us.

Do you have a shop?

Our Bernina Studio is open daily by appointment and you are welcome to arrange a visit. We love meeting our customers and showing off our latest projects & products. Your order is processed from our warehouse which is not normally open to the public but if you are local or in the area you can choose to collect your order when in the checkout.

The item I would like to purchase is out of stock. What can you do to help?

We are always sorry if a product is out of stock. Click the 'Add to Wishlist' button to receive a one time automated notification when the item is available for purchase again. This does not hold the product for you so please be sure to place your order quickly. If you would like to pre-order, please contact us below.

Can I return a product?

We always aim to ensure our customers love our products, but if you do need to make a return, we’re happy to help.

Please contact us below and we will get back to you as soon as possible.

For More information: Click Here

Why have I not received a confirmation of my order?

When an order is placed successfully, we send you an automatic confirmation via email (usually within a few minutes).
If you have not received an email from us, please check in your junk folder. If not, please contact us so we can investigate for you; it is possible the order was unsuccessful or that the email address that you submitted was incorrect.
When your order is dispatched, we will send another email with delivery details.

Payments

Do you accept cheques & postal orders?

No, we are no longer able to accept cheques or postal orders.

Are you able to offer finance?

Currently we are able to partner with PayPal who offer 0% interest for 4 months on purchases over £99. Pay with your PayPal account (or create one with an email and password) and select PayPal Credit.

Apply for PayPal Credit you will have an instant decision* and, if approved and accept you can complete your purchase immediately.

*Subject to status. Terms and conditions apply. UK residents only. The minimum payment due still applies to 0% offer balances. Any remaining balance due after the 4-month promotional period or any transactions
under £99 will be charged interest at 19.9% p.a. (variable). In order to maintain the 0% offer, you need to keep up monthly repayments and stay
within your credit limit.

How do I use a gift or discount code?

Place your all the items in the cart and proceed to checkout. Copy or type your code into the box (above the subtotal amount) and click 'Apply'.

Please note that currently only one gift or discount card is valid per order.

Deliveries

How long will it take to receive my order?

We try our very best to despatch orders on the day we receive them. The earlier in the day we receive your order, the better the chance of it being despatched that day. Our orders are collected at 3.00 pm Monday to Friday, orders received after noon may be despatched the following working day. 
We will send you a notification email when your order has been dispatched. The time your order takes to arrive will depend on the delivery option you choose.

Which couriers do you use?

We use DPD and the Royal Mail. You’ll be asked to select an available delivery method during checkout.

Can I track the status of my order?

You will receive an email to confirm we have received your order and that your payment has been accepted. Another email will be sent when your order has been dispatched. In your dispatch confirmation email, we will include any relevant tracking numbers that will allow you to follow your delivery.

Can I collect my order?

Yes, please select the option in checkout and you will receive an email letting you know when your order is ready to collect.

Do you ship overseas?

Yes, currently we have restrictions to the number of countries we are able to dispatch to.

VAT @20% will be deducted in check out for all overseas countries including the EU. You may be charged duty & taxes before the parcel is cleared through Customs at your border.

What do I do if my order is damaged or incorrect?

We try very hard to ensure you receive the correct product in perfect condition. If there is a problem please contact us sales@quiltdirect.co.uk. We will probably ask for a photo and description of the damage or issue so we can ensure that the problem is rectified as quickly as possible.

For more information: Click Here

My Account

I have changed address, can I change my account details?

Yes, you can manage your address and telephone numbers by logging into your account.

My email address has changed, can I update my account?

No, you will need to contact us and our customer services team will to do that for you.

Technical

What are cookies? Do I have to enable them?

A cookie is a small amount of data that is sent by our website to your browser. You need to enable cookies to enjoy all the features of our website, including ordering. Don't worry cookies do not store personal information and cannot access any information on your pc.

For more information: Click Here

Is my personal information secure?

Yes, and you can find more information about our Privacy Policy here.

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Any questions?

If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.

  • Customer support

    01822 810877

  • Send a message

    sales@quiltdirect.co.uk