Delivery + Returns
RECEIVING ORDERS BY POST
RECEIVING DIGITAL PATTERNS
RETURNING PHYSICAL PRODUCTS
RETURNING DIGITAL PRODUCTS
FEEDBACK & COMPLAINTS
Receiving orders by post
COVID restrictions may cause delays in shipping your orders but we are still shipping!
Our sewing goodies are hand-picked and packed in our South London studio by Frances and Kate, who put lots of love and care into each precious parcel that leaves us.
Frances and Kate will aim to get all orders packed and shipped within 3 working days. This can increase to 5 working days during a pattern launch or sale.
We are using Royal Mail who are under extreme pressure during these exceptionally busy times. Please be aware that there may be a delay with Royal Mail during this period. We very much appreciate your patience and understanding and ask that you don’t contact us about receiving your order until 10 working days after the order was placed.
For our International Customers all orders will be sent using Royal Mail's second class service. To Europe please allow 5 to 10 working days for arrival, to the rest of the world 7 to 12 working days. Please allow 30 working days before contacting us about an order.
Royal Mail have been advised by Poste Italiane that severe delays are still being experienced in processing postal items due to serious IT problems in Italian customs. their recommendation is to temporarily stop posting items to Italy. We are monitoring their advice daily and will lift the restoration as soon as the delays have reduced.
Customers outside of Europe ordering 3 or more patterns, a signed book and/or fabric or a kit will be sent using Royal Mail's tracked service.
Postage costs are as follows:
|
To the UK: |
To Europe: |
To the rest of the world: |
|
|
Any number of patterns |
£2.00 |
- |
- |
|
1 - 2 patterns |
- |
£4.50 |
£6.00 |
|
3 or more patterns |
- |
£7.50 |
£19.00 (tracked) |
|
1 signed book and / or fabric with any number of patterns |
£3.00 |
£10.00 |
£25.00 (tracked) |
|
2 signed book and / or fabric with any number of patterns |
£5.00 |
£19.00 |
£50.00 (tracked) |
| 3 signed book and / or fabric with any number of patterns | £8.00 | £29.00 | £75.00 (tracked) |
Orders of 1 or more books will be sent out in separate packages to avoid the high shipping costs of medium size parcels.
Please note that if your country imposes customs duties, import tax or other fees at the border, these are the responsibility of the customer. If you need to know more, please contact your customs office.
EU Customers
As of 1st July 2021, EU customers orders will now be subject to VAT, formal clearance and customs clearance fees by the receiving country. Orders over €150 may also incur customs duties. These charges are the responsibility of the customer. The levels and thresholds vary from country to country - please contact the customs office in your country if you'd like to know more.
If you pay with a PayPal account, your order will be sent to the same delivery address linked to your PayPal account – so please check it’s up-to-date before ordering.
Receiving PDF patterns
PDF files are delivered to your email instantly, ready for you to print at home (or at the office – ssshhh!) on A4 or US Letter paper or sent to a copy shop or uploaded to a print service using our large format A0 file . It’s usually a super quick and simple process, but occasionally technology can get the better of us, so please read these instructions if it’s your first time.
Once you complete your payment of a PDF pattern, you will automatically receive an email containing a link to download all the pattern PDF files - including the A4 and A0 sewing pattern and the guide to making it. If you pay with a PayPal account, your order will be sent to the same email linked to your PayPal account – so please check it’s up-to-date before ordering. If you enter an email manually during the payment process, the email will go wherever you direct it – so please double check for typos before pressing enter!
There's a chance your order email may end up in your email's junk folder or filtered out as spam, so if you can't find your order please check there. Hotmail seems to be particularly strong on the spam filter, so if you've got a Hotmail email it's a good idea to add "noreply@sendowl.com" to your contacts or safe senders list before you place your order (this is the email your order will come from). Still can’t find your order? Contact us with your order number and we’ll be happy to look into it.
Click on the link in the email – or copy and paste it into your web browser if that doesn’t work – to download the files. (Not working? Try another web browser.) You will have five attempts to download the files, so please ensure you are on the computer you want to print the files from, and please save the files in case you need to reopen or reprint them later. If you get a "link expired" notification, it means you've already downloaded the files five times - check the desktop or downloads folder on your computer if you can't see them.
You can also access your PDF patterns file from your shop account. Click on the head symbol in the top right corner on any page within our online shop and log in. If you don't have an account you can create one here. You will also be given the option to create an account at checkout.
Open the PDFs, preferably in Adobe Reader as it’s the PDF reader most likely to print the pattern to the correct scale – you can download Adobe Reader for free.
To print the pattern, this bit is super important to ensure it comes out the right size - in the print settings, select “actual size” or “set scaling to 100%” or “turn off scaling” to print the pattern at full scale. Set the orientation to "portrait" and centre the rectangular border (you may need to select "poster" to do this). Print page 1 of the pattern first and measure the test square to check it is exactly 60mm x 60mm. If it is a few mm out, adjust the scaling on your printer settings and try again, before printing the rest of the pattern.
To print the instructions, select "scale to fit" or "fit" in the print settings - this will ensure it prints properly whether you're using A4 or Letter size paper.
Now to assemble the pattern - this will take about 20 minutes, so settle onto the sofa and put your favourite music on. Cut along the frame lines – one long side and one short side on each sheet. Align the little triangles to match up the pages (1A with 1A, 1B with 1B… etc) and glue or tape them together. (Wanna see this process in pictures? Read this post.)
Et voilà! Your pattern is now ready to use.
Returning physical products
We hope you love what you bought, but if you are unhappy with your order for any reason, we will exchange or refund printed patterns, books, or sewing kits returned to us unopened, unused and in the same condition in which they were received, accompanied by proof of purchase. If the product you ordered was faulty, you have the right to return it within 30 days for a full refund or replacement. If you would like to return your purchase for another reason, we are happy for you to do so within 14 days of purchase.
Unfortunately we are unable to offer returns on cut fabric, unless it is faulty.
To return a physical product, please download and fill in this Cancellation Form and post this to us along with the item(s) you wish to return in its original packaging. Postage costs both ways are non-refundable, unless the return is because of a product fault or error on our part. The address for returns is: Tilly and the Buttons Ltd, B113 Parkhall Business Centre, 40 Martell Road, London SE21 8EN.
Refunds on physical products will be issued to the original method of payment once the returned items are received and within 14 days from the date of cancellation. If you can provide proof of postage by email, we can issue a refund before the returned items are received. We cannot be held responsible for items that are lost or damaged in transit.
Returning digital products
We hope you enjoy your digital sewing pattern or online workshop. Please review product information carefully before purchase - due to the instant nature of their format, once you have downloaded or started to download a digital pattern, or have signed in to an online workshop, the right to return is limited. The process of downloading a digital order is usually started by clicking on the download link sent in the order email, whether or not you open the downloaded files.
If there is a fault with the product, you have the right to request a repair or replacement - please get in touch if you believe this is the case. If we can't fix it within a reasonable time, we will offer you a full or part refund.
If you change your mind or would like to return the digital product for another reason, we will offer refunds or exchanges within 14 days of your order only if you have not started downloading your order or have not enrolled or signed into the online workshop.
To return a digital product, please download and fill in this Cancellation Form and email it to us at hello@tillyandthebuttons.com. We reserve the right to refuse any refunds on non-faulty products where we can see that the download link has already been accessed.
Feedback & Complaints
We are always open to feedback that helps us to improve our business. If you have any suggestions, complaints or other feedback about our products or services, please address them to hello@tillyandthebuttons.com. Thank you!