Delivery Policy

Fabric Mouse Delivery Policy

Version: 1.0

Effective Date: 29 July 2026

Last Reviewed: 29 July 2026

1. Introduction

At Fabric Mouse, we aim to make delivery as straightforward as possible.

Whether you are ordering a sewing machine, embroidery machine, accessories or consumables, this policy explains how we process and deliver orders, what you can expect from us, and the responsibilities of both Fabric Mouse and our customers.

Please read this policy alongside our Website Terms & Conditions and Returns & Refunds Policy.

Our Delivery Promise

We know how exciting it is to be waiting for a new machine. Our aim is to dispatch in-stock items promptly, keep you informed if there are any delays and always be honest about expected delivery times. If something changes, we'll tell you—we won't leave you wondering where your order is.

2. Delivery Areas

We currently deliver throughout the United Kingdom.

Delivery to certain locations, including Northern Ireland, the Scottish Highlands, Scottish Islands, Isle of Man, Isle of Wight and other offshore locations, may be subject to additional delivery charges or longer delivery times.

If additional charges apply, we will contact you before dispatching your order.

3. Delivery Times

Different products are supplied in different ways.

In-Stock Products

Items held in our UK stock are normally dispatched as soon as reasonably possible after payment has been received and any required verification checks have been completed.

Pre-Order Products

Products offered for pre-order will be dispatched once stock arrives with Fabric Mouse.

Estimated arrival dates are provided in good faith but cannot be guaranteed.

Special Order Products

Some products are ordered specifically for individual customers or imported directly from overseas manufacturers.

These items may have longer lead times.

Whilst we always endeavour to provide accurate estimates, delivery dates may occasionally change due to circumstances outside our reasonable control, including:

  • manufacturer production schedules;
  • shipping delays;
  • customs clearance;
  • port congestion;
  • severe weather;
  • transport disruption;
  • public holidays;
  • other unforeseen circumstances.

Where significant delays occur, we will keep customers informed and discuss the options available.

3A – Our Delivery Promise

Our Delivery Promise

We understand how exciting it is to be waiting for a new machine or accessory.

Our aim is to dispatch in-stock items as quickly as reasonably possible and to keep customers informed throughout the ordering process.

If delays occur, we will always endeavour to provide honest updates and explain the reason for the delay wherever possible.

4. Dispatch of Orders

Orders are normally dispatched once:

  • payment has been received in full (unless otherwise agreed);

  • any required verification checks have been completed;

  • the goods are available for dispatch.

Orders placed outside our normal opening hours will be processed on the next Working Day.

During particularly busy periods, dispatch may take a little longer than usual.

5. Delivery Charges

Delivery charges are calculated during checkout and will be shown before your order is completed.

Some products may be subject to specialist delivery charges because of their size, weight or method of transport.

Where specialist delivery is required, this will be made clear before your order is accepted.

6. Free Delivery Promotions

From time to time, Fabric Mouse may offer free delivery on qualifying orders, including promotions such as Free UK Delivery on Orders Over £149.

Unless specifically stated otherwise, these promotions apply only to qualifying physical products requiring shipment.

Free delivery promotions do not apply to:

  • servicing or repair work;

  • warranty repairs;

  • labour charges;

  • engineering services;

  • demonstrations;

  • training services;

  • gift vouchers;

  • digital products or downloadable content;

  • memberships or subscriptions;

  • any other non-physical products or services.

Where an order contains both qualifying physical goods and chargeable services, the free delivery promotion applies only to the delivery of the qualifying goods.

Fabric Mouse reserves the right to amend or withdraw promotional delivery offers at any time. This will not affect orders already accepted.

7. Large Machines & Specialist Deliveries

Some products require specialist transport due to their size or weight.

Where this applies, we will contact you to arrange a suitable delivery date where practical.

Customers are responsible for ensuring there is suitable access to the delivery location.

If a delivery cannot be completed because access is unavailable or unsuitable, additional delivery charges may apply.

7A – In-Person Deliveries

Some larger commercial embroidery machines may be delivered in person by Fabric Mouse or by a representative acting on our behalf.

Our standard delivery service is to a ground floor location with safe and reasonable access.

For the safety of our staff and customers, we are unable to carry large commercial machines up or down stairs.

Where the delivery location cannot be accessed via a level or ramped entrance, or where steps, staircases or other obstacles are involved, the customer is responsible for arranging sufficient able-bodied assistance to help move the machine safely into position.

If, upon arrival, suitable assistance is not available or the delivery cannot be completed safely, we may leave the machine at the nearest safe and accessible location or arrange an alternative delivery. Additional charges may apply where a further visit is required.

If you are unsure whether your premises are suitable for delivery, please contact us before your delivery date. We will be happy to discuss access requirements and help you plan for a smooth installation.

Customers should advise Fabric Mouse before delivery if there are any access restrictions, including steps, narrow doorways, tight corridors or other obstacles that may affect safe delivery.

Fabric Mouse reserves the right to refuse to move or install a machine where, in our reasonable opinion, doing so would present a risk of injury to any person or damage to property.

8. Checking Your Delivery

Please inspect your order as soon as reasonably possible after delivery.

If you believe an item has arrived damaged, is incomplete or is incorrect, please contact us promptly.

Where possible, please retain the original packaging until the matter has been resolved.

Photographs of the packaging and any damage may help us investigate and resolve the issue more quickly.

8A – If There's a Problem With Your Delivery

If something isn't right when your order arrives, please let us know as soon as reasonably possible.

Whether your parcel appears to have been damaged in transit, an item is missing or you believe you have received the wrong product, our team will work with you to resolve the issue as quickly as we can.

Providing photographs of the packaging and the affected item often helps us investigate more quickly, but if you're unsure what information we need, simply contact us and we'll guide you through the process.

9. Failed Deliveries

Customers are responsible for providing an accurate delivery address.

If a parcel is returned because:

  • the address provided was incorrect;

  • delivery was refused;

  • the parcel was not collected from the courier;

  • repeated delivery attempts were unsuccessful,

additional delivery charges may be payable before the order can be sent again.

9A – Orders Containing Multiple Items

If your order contains products with different availability, we may contact you to discuss the most suitable delivery option.

Depending upon the items ordered, we may:

  • dispatch everything together once all items are available; or
  • arrange separate deliveries where appropriate.

10. Collection from Fabric Mouse

Most orders placed through the Fabric Mouse website are supplied by delivery and are not available for collection from our premises.

An exception may be made for certain large commercial embroidery machines, such as selected multi-needle machines, where collection has been agreed with Fabric Mouse before the order is completed.

Any such collection is strictly by prior arrangement and will take place only once the customer has been notified that the machine is ready.

Unless specifically agreed by Fabric Mouse in advance, customers should assume that online orders are supplied by delivery rather than collection.

10A – Need Your Order by a Particular Date?

If you require your order for a particular event, class, exhibition or deadline, we recommend contacting us before placing your order.

We will always do our best to advise whether we believe your requested timescale is achievable based on current stock availability and expected delivery schedules.

Whilst we will always endeavour to help, requested delivery dates cannot be guaranteed unless we have confirmed this to you in writing.

11. Risk and Ownership

Responsibility for the goods passes to the customer when they have been delivered to the delivery address provided during the ordering process or when they have been collected from our premises.

Ownership of the goods remains with Fabric Mouse until payment has been received in full.

12. Contact Us

If you have any questions about delivery, please contact the Fabric Mouse team before placing your order.

We are always happy to advise on delivery options, estimated timescales and any special delivery requirements.