Frequently Asked Questions

Welcome to our customer care page. What are you looking for? A fast answer? Than please check our most common customer questions. If you can't find the answer that pleases you than leave a message by filling in the contact form.

1. Ordering

  1. Items are sold per 50 cm and for wholesale per bolts of 10 meters. Select the product(s) of your choice and add to the shopping cart.
    If you place a pre-order then your order will be shipped once all products are in stock. If you would like to receive certain fabrics sooner (which are in stock), please make a separate order for those fabrics which are in stock and a separate one for the pre-order.
  2. Check your cart (fill in a discount code if available) and proceed to checkout.
  3. Enter your address and full contact details. Check your delivery address carefully.
  4. Log in, sign up or place the order as a guest.
  5. Carefully review your order. After your order is placed we are not able to change it (except
    pre-orders). Proceed to checkout.
  6. Choose one of the different payment options and pay the way you prefer.

By placing an order you became part of Family Fabrics. Now it's our turn to deliver your order as soon as possible!


After you've placed an order, you will receive a confirmation by email. It is possible that this e-mail ends up in your spam folder. If information is missing or incorrect, we will contact you for more details.

We print the fabrics on demand and the time between placing an order and processing the order can be short.
It is therefore not possible to change an order. Pre-orders can be changed by contacting customer service.

In case you've entered an incorrect delivery address also contact us a.s.a.p.

If your order has already been prepared for shipment, we cannot guarantee that the address can be changed.
In that case any additional shipping costs will then be for your own account.

  • Paypal
  • Creditcard: Maestro, American Express, Mastercard & Visa
  • iDEAL
  • Bancontact
  • Sofort ( Klarna )
  • Bank deposit

2. Shipping

Don’t ‘worry. It is common that the tracking does not update its status every day. If the package
status has not changed within 48 hours please contact us. We as your new family will do our best to solve the problem. ​

If you not receive your package within 3 weeks, than we will start an investigation at the carrier. This can take up to 7 working days to get feedback from them. Unfortunately we need to be patient and wait till they get back to us.

Thank you for your understanding. Always track your track & trace code on the website of the carrier before contacting us.

Indication rate (the exact rate may depends on the quantity)

Holland: € 7,20
Belgium & Germany: € 9,50
UK & Greece: € 25,00
Rest EU: € 16,00

Finland / Sweden / Norway: € 31,00

Switzerland: by UPS

  • 0-2 kg - € 23,00
  • 2-4 kg - € 28,00
  • 4-7 kg - € 34,00

USA, Canada & Australia

  • 0-2 kg - € 32,00
  • 2-4 kg - € 39,00

Japan: € 35,00

Shipping rates are subject to change. The correct shipping rates will be displayed when placing your order.

Please contact us at info@familyfabrics.nl if your country of residence does not include in our shipping list.

Non wholesale orders we aim to fulfill within 2-3 business days (excl. shipping time).
Wholesale orders we aim to fulfill within 3-5 business days (excl. shipping time).
The processing time also depends on the type of fabrics ordered.

The time of fulfillment does not yet include the time of the shipment itself.
Mainly we use DHL and DPD as our preferred carriers. Countries outside EU will be serviced by UPS or Post NL.


In some cases you can choose between different shipping carriers during the ordering process.

Below you can see an indication of how many days the shipping time can take per shipping carrier.  

 It could happen that your carrier says he delivered a package but he didn’t or that it should be
delivered but you were not at home.

Unfortunately it sometimes happens that a package cannot be delivered and is send back to our warehouse in The Netherlands. The moment we receive your package, it will be checked and processed as a return.

If another item was delivered instead of the item you ordered, we would kindly ask you to contact our customer service. Please email us a picture and refer to your order number. We will sent you a return label or maybe when it’s your lucky day the item can be used as a present for someone else.

We are sorry to hear the goods are damaged. Please report problems or complaints within 7 days after delivery of your package by e-mail to info@familyfabrics.nl.
 

Please provide us with your order number and description of the quantity supported with a photo of the defect or damaged product.

If the package is damaged you should refuse the delivery.  

It sometimes occurs there is a test hole or a seam in the fabric you receive. This doesn’t automatically means your fabric is damaged. We already took care of this by putting more length of fabric on the roll you receive.

3. Returns

Private/customized orders cannot be returned.
Wholesale orders can be returned under the following conditions:

  • Customized products may not be exchanged or returned. All custom designed products are
    not returnable.
  • All cut fabrics may not be exchanged or returned.
  • Our returning policy lasts 30 days starting from the day you receive the order. If 30 days have gone by since your purchase, we unfortunately can’t offer you a refund or exchange of products.
  • To be eligible for a return, your item must be unused and has to be in the same condition as you received it. It also has to be originally packed.
  • To complete your return an order number is required.
  • There are certain situations where only partial refunds are granted:
  • Any item not in its original condition or that are damaged for reasons not due through our
    fault.
  • Any item that is returned more than 30 days after delivery.

Wholesale order return address

Family Fabrics
Department: wholesale returns
Nipkowweg 2
8501 XH Joure
The Netherlands


(please note that costs that are made to return products are non-refundable)

You will be responsible for paying your own shipping costs if returning a product . Shipping costs are non-refundable.

Once your return (only wholesale orders) is received and inspected (normally within 48 hours after receiving in our warehouse in The Netherlands), we will send you an email to notify you that we have received your returned item. If it's approved, then your refund will be processed within 5 working days, and a credit will automatically be applied to your credit card or original payment method.

If you haven’t received your refund within 5 working days please contact us our customer service.

4. Other Questions

Recommended machine wash at 30 degrees, medium ironing, dry cleaning, no bleach. 

We launch a minimum of 4 collection per year. In between we might introduce in between some additional designs depending on our creative department.

We are sorry to hear the goods are damaged or not according to your order.
Please report problems or complaints within 7 days after delivery of your package by e-mail to
info@familyfabrics.nl.
 

Please provide us with your order number and description of the quantity supported with a photo of the defect or damaged product.

If the package is damaged you should refuse the delivery. 

There may be minor (printing) errors in the fabrics. For this we maintain a margin of error of 5% of the fabric.

Also keep in mind that the fabrics are not always printed over the entire width. The next page shows the usable printed surface of the fabrics: https://familyfabrics.nl/pages/our-fabrics

It is indeed possible that the colors between different batches differ slightly from each other.
We can therefore not guarantee that a newly ordered fabric will be exactly the same as the fabric from a previous order.

If you want to be sure that you have fabrics from the same batch for certain projects, we recommend ordering more in one go.

Thanks for visiting our page!