DELIVERY + RETURNS
RECEIVING ORDERS BY POST
RECEIVING DIGITAL PATTERNS
RETURNING PHYSICAL PRODUCTS
RETURNING DIGITAL PRODUCTS
FEEDBACK & COMPLAINTS
Receiving orders by post
We aim to dispatch orders within 2 working days. Orders placed during and directly following a sale may take a little longer to ship. We ship to UK and international customers using the most cost effect method at time of posting. Factoring in processing and delivery, UK customers should receive their goodies within 2 to 4 working days, EU customers within 5 – 10 working days, the rest of the world within 7 – 12 working days. Sometimes international delivery can take up to 30 days depending on the post and customs service, so please be patient!
*Christmas posting dates*
We use Royal Mail to ship our orders and the last recommended posting dates to guarantee you receive your sewing goodies by Christmas are:
- Australia, Middle and Far East (excluding Hong Kong and Singapore), New Zealand, and all other non-European destinations (excluding Canada, South Africa and USA): Saturday 5 October 2019
- Canada, Hong Kong, Singapore, South Africa, USA: Saturday 12 October 2019
- Cyprus, Eastern Europe, Greece, Iceland, Malta, Turkey: Saturday 2 November 2019
- Western Europe: Saturday 16 November
- UK: Wednesday 18 December
We will continue shipping orders as normal until the office closes so we can have a little time off to enjoy a mince pie or two. We will ship orders on Friday 20 December and will return to packing orders on Monday 6 January 2020!
Postage costs are as follows:
| To the UK: | To Europe: | To North America: | To the rest of the world: | |
| 1 pattern or bag or buckles | £1.50 | £4.50 | £5.00 | £5.50 |
| 2 patterns or bags | £2.00 | £6.00 | £6.50 | £7.00 |
| 3 or more patterns or bags | £2.50 | £7.50 | £8.00 | £8.50 |
| 1 book + 1-4 patterns or bags | £3.00 | £8.50 | £9.00 | £10.00 |
| 2 books | £5.00 | £17.00 | £17.00 | £17.00 |
| Fabric |
£3.00 | £12.00 | £12.00 | £12.00 |
| 1 kit | £5.00 | £17.00 | £17.00 | £17.00 |
| 1 Eden kit | £7.50 | £20.00 | £20.00 | £20.00 |
Orders of 2 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.
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.
Fabric Pre-Orders
We are now taking pre-orders for the first ever Tilly and the Buttons fabric collection which is due to be launched in January 2020.
Please note that payment for pre-orders will be taken at the point of ordering but the fabrics will not be despatched until January 2020.
You can cancel your order at any time up until the order has been despatched. Once your fabric order has been despatched we are unable to offer a refund unless the fabric is found to be faulty.
Receiving digital patterns
Digital patterns are PDF files delivered to your email instantly, ready for you to print at home (or at the office – ssshhh!) on A4 or US Letter paper. 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 digital pattern, you will automatically receive an email containing a link to download two PDF files - the sewing pattern and 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 "notifications@fetchapp.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 three 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 three times - check the desktop or downloads folder on your computer if you can't see them.
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!