How We Do Things at Fabric Mouse
How We Do Things at Fabric Mouse
At Fabric Mouse, we believe that great customer service starts with being open, honest and straightforward.
We know that buying a sewing or embroidery machine is often a significant investment, and having a machine serviced or repaired can sometimes feel stressful. That's why we believe it's important to explain not only what we do, but why we do it.
Below you'll find the principles that guide how we work every day.
We're a Family Business
Fabric Mouse has been helping people enjoy sewing and embroidery for generations.
We're proud to remain an independent family business, and we believe that personal service, honest advice and long-term customer relationships are just as important as the products we sell.
If we think something isn't right for you, we'll tell you.
If we think there's a better option, we'll explain why.
Honest Advice Comes First
Our aim isn't simply to sell machines.
It's to help you choose the machine that's right for you.
Sometimes that means recommending a less expensive model.
Sometimes it means suggesting you don't replace your current machine at all.
If we genuinely believe your existing machine is worth repairing, we'll tell you.
Why We Don't Believe in Pushy Sales
Buying a sewing or embroidery machine should be an enjoyable experience, not a pressured one.
We'll always answer your questions honestly and help you compare the options available.
If we think another machine would suit your needs better—or even if we think you don't need a new machine at all—we'll tell you.
Our aim is to help you make the right decision, even if that decision isn't the most expensive option.
We Don't Believe in Hidden Charges
We know that unexpected repair bills can be frustrating.
That's why our servicing and repair prices are fixed according to the type of machine.
In most cases, labour and the majority of replacement parts are already included within the published price.
If additional costs are likely to apply, we'll explain them before carrying out chargeable work wherever reasonably possible.
Why We Take Payment Before Repairs
We often get asked why payment is taken before servicing or repair work begins.
Taking payment in advance allows us to begin work without delay, ensures your machine is covered under our insurance whilst it is in our care and avoids customers receiving an unexpected invoice when they come to collect their machine.
Most customers tell us they actually prefer knowing everything has already been taken care of.
Why Customers Arrange Their Own Transport
One of the questions we're asked most often is why customers are responsible for bringing their machines to us and collecting them afterwards.
Our servicing charges and warranties cover the work carried out on your machine by our engineer.
They do not include transport.
Most of our customers choose to deliver and collect their machines in person, but those who prefer to use a courier are welcome to arrange this themselves.
Keeping transport separate allows us to keep our servicing prices clear and fair for everyone.
Why We Don't Promise Exact Delivery Dates
Many of the machines we sell are imported directly from manufacturers around the world.
Whilst we work hard to provide accurate delivery estimates, international shipping involves manufacturers, shipping companies, customs authorities and transport providers—many of whom are outside our control.
Rather than making promises we cannot guarantee, we prefer to give honest estimates and keep customers informed if anything changes.
Why We Import Directly
Many of the machines we sell are imported directly from the manufacturers who build them.
By working closely with our manufacturing partners, we're able to specify features that we know our customers value and offer machines that provide excellent performance and value for money.
Importing directly also allows us to build long-term relationships with the factories we work with, helping us to provide better support and access to parts when they're needed.
Our aim has never been simply to sell machines at the lowest possible price. It's to offer machines that we genuinely believe represent outstanding value, backed by knowledgeable UK support.
Demonstrations by Appointment
Choosing the right machine often takes time.
By offering demonstrations by appointment, we're able to give each customer the time and attention they deserve, answer questions properly and recommend the most suitable machine for their needs.
Why We Offer Ex-Demonstration & Pre-Loved Machines
Not everyone wants—or needs—a brand-new machine.
That's why we also offer carefully selected ex-demonstration and approved pre-loved machines where available.
Every approved machine is checked before sale and is supplied with the level of support and warranty applicable to that machine, giving customers confidence when buying something that has already been enjoyed by another owner.
We're Always Happy to Help
Policies are there to provide clarity, not create barriers.
If you're ever unsure about anything you've read on our website, please get in touch.
We'll always do our best to explain things clearly and help you find the right solution.
We're Here for the Long Term
Our relationship with our customers doesn't end when a machine leaves our showroom.
Whether you need advice, servicing, warranty support or simply have a question about using your machine, we're here to help whenever we can.
Many of our customers return to us years later for servicing, accessories, upgrades or simply because they know they'll receive honest advice.
We're proud of those long-term relationships, and we hope every customer feels welcome to come back whenever they need us.
Why Our Policies Matter
We know that policies aren't the most exciting part of any website.
We've written ours in plain English because we believe customers should understand how we work before placing an order or booking a service.
They're designed to be clear, fair and transparent, helping to avoid misunderstandings and ensuring that everyone knows what to expect.
If there's ever anything you're unsure about, we'd much rather you asked us than guessed.
A Personal Note
Thank you for taking the time to read about how we do things at Fabric Mouse.
We know there are many places you can choose to buy a sewing or embroidery machine, and we genuinely appreciate every customer who chooses to support our family business.
Whether you're buying your very first machine, upgrading to something new or bringing an old favourite in for a service, our aim is always the same: to offer honest advice, fair pricing and friendly support that you can rely on.
We look forward to helping you with your next project.
– Stuart and the Fabric Mouse Team