Placing an Order

Our website is open 24/7, unless stated otherwise – holidays etc. Our shop hours are 9.30am to 5pm Monday to Friday, Saturdays 9.30am to 2pm.

Orders will be shipped Monday to Thursday. Any orders placed over a weekend (Bank Holidays etc) or after 2:30pm will be shipped the next dispatch day. We offer 24hr tracked (£4.75) and 48hr tracked (£3.75). This gives you (and us) the ability to keep an eye on where your order is in the system, and gets your order to your quicker than the standard first or second class post.

Orders over £80 will be sent 48hr Tracked as standard due to the value of the contents.

Free post on any orders over £75 (UK only).

There is a ‘collect in store’ option at checkout (UK only) – you will receive an email once your order is ready to collect. Collections can be made during normal shop hours (above).

Our shop address is: 11-13 George Arcade, South Molton, Devon EX36 3AB

Worldwide shipping rates (max weight 2kg):

AS OF 13th DECEMBER 2024 GPSR (General Product & Safety Regulations) MEANS WE WILL NO LONGER BE ABLE TO SHIP TO CUSTOMERS IN THE EU, EEA & NORTHERN IRELAND. We have turned off the shipping options for these locations without affecting England, Scotland and Wales. We’re sorry for any disappointment this may cause, the situation is out of our hands. For more information click here

The rest of the world flat rate £40 – Note to customers in the United States, please be aware that there is a flat rate of $80 (plus fees) for any physical products bought from us and shipped to the US (hopefully this is in part covered by the fees we’ve paid to Royal Mail). We don’t want to exclude you from buying from us because we hope that this extra cost will reduce in time, but please take this into consideration before completing your purchase.

Unfortunately due to the prohibitive costs involved; for both us and you, the customer; there are certain international countries/regions that we do not ship to. Please contact us before placing your order to check.

Purchasing Fabric

Fabrics bought by the metre are cut off the bolt as 25cm by the width of the fabric (115cm approx.), if you want a metre please set quantity as 4, for two metres set quantity as 8 etc. If you would like your quarters cut as fat quarters, please check the box next to the quantity.

Sale fabrics, quilt backing, interfacings and wadding are sold by the half metre. If you require a metre set quantity as 2, etc.

Pre-Orders

When we offer pre-orders PLEASE PLACE THEM SEPARATELY FROM OTHER STOCK ITEMS as this allows us to keep a better eye on things, and is less confusing for you.

Any pre-orders will be marked as ‘completed’ on your account once we have processed it and we will email you with a dispatch estimate/acknowledgement. Once we have dispatched your pre-order you will receive a dispatch notification with tracking details.

Payment

We accept payment via WorldPay (an online card payment company) which accepts all major credit or debit cards. However, we do not accept Amex payments. If there are any outstanding charges (postage, extra items etc) you will be sent a ‘Pay By Link’ email.

Please be assured that we do not hold any card or payment details on our systems.

Pre-Cut Fabrics

These are sold as per product description; these included Jelly Rolls, Layer Cakes, Charm Packs, etc.

Pre-cut fabric can be returned within 7 days, as per our returns and refunds policy (see below).

Website Images

We try our hardest to provide you with as accurate a representation of the products listed as possible. Most of our images are from the manufacturer.

Please be aware that colours may vary between screens due to their individual colour calibration. Please bear this in mind when placing your order, and be aware there may be slight variances in the colours of delivered items.

Reds and greens are notoriously difficult to capture.

Cancellations, Returns & Refunds

We hope you like your purchases from Step by Step, but if you should change your mind, or if there is a problem, please contact us before returning them to us in their original condition within 7 days to receive a full refund.

If you would like to cancel your order once it has been placed (we hope you don’t), please contact us as soon as possible once you have placed the order before we dispatch it to you on the next working day.

Please note that cut lengths of fabric, wadding, quilt backing, interfacings and sale items cannot be returned or exchanged.

Before sending your returns back please ensure that your items are still new and unused and with the original packaging intact.  We are unable to accept returns of fabric which smell of smoke, or soiled in any way. We are unable to accept returns of used goods and these will be returned to you at your own cost.

If the fault is with us (dispatched incorrect item) we will include a return postage label with the replacement. The return package will need to be handed in at your nearest Post Office within seven days (the date will be on the label).

You will be responsible for the cost of returning goods to us and as we cannot be held responsible for returns that go missing in the post. We recommend that all returns are sent recorded delivery.

Once we have received your returned items, we will process your refund within 5 working days.

This does not affect your statutory rights.