FAQs
Please check our current updates/order status page for important information.
Do you have a question about an existing order or subscription? Please email help@colourandcotton.com.
In the meantime, here are some frequently requested topics which may help you!
Please respect the effort we make to produce information for our customers - please do not copy or reproduce the content on our website without permission.
Colour and Cotton Fabric and Thread
Q: Can you dye a custom color or special order for me?
We're very sorry, but we are unable to accept custom thread or fabric color requests at this time.
Orders and Checkout
Q: How can I pay for my order?
For regular shop orders, we accept credit cards (Visa, MasterCard, American Express and Discover) and PayPal. We can only accept recurring payments for subscription clubs with a direct credit card on file, not PayPal. We do not accept personal checks or money orders and we are unable to take payments via phone.
Q: Do you offer any discounts?
We periodically offer sales and discount codes via social media and our email newsletter.
Q: Can I cancel my online order?
Canceled orders will be refunded less a 5% transaction fee (our payment processor still charges us this fee even if a transaction is refunded.) Orders can only be canceled up to shipment.
Q: I have already placed my order and I forgot to add a coupon code, can this be refunded back to me?
We are unable to retroactively apply discounts to orders. Please ensure your coupon code discount is applied before checking out - if you enter a valid discount code the discounted amount will always appear on your order summary before checking out. If a discount code is not working, please contact us before placing your order so we can help you out!
Q: I placed two separate orders and paid for shipping on both - can these be combined?
Due to our shipping workflow, we are unable to combine separate orders to ship together after the orders are placed or refund any shipping costs.
Q: Is my online payment secure?
The orders placed at colourandcotton.com, including subscription club payments, are processed via Shopify, PayPal.com and Stripe. All transactions are secure and encrypted, exceeding online security standards. Club payment information is never stored directly by us and we do not have access to your full credit card number or other private banking information. Payment information is stored securely with Stripe, using industry best practices and security.
Shipping
Q: How soon will you ship my order?
All items on our website are in stock and ship either the same or next business day. In rare instances of high-volume sales or promotions, it may take a few additional days for us to complete your order.
Q: Do you ship internationally?
We do offer worldwide shipping via USPS First Class International Mail or Global Post. Customers are responsible for any customs fees, VAT or taxes which may apply. Your package will arrive with applicable customs forms with the value of your items marked as "Merchandise" as reflected on your store receipt. International shipping can still be a bit delayed due to COVID-related issues. Please order at your own discretion.
Q: If I purchase more than one item in a single order, will combined shipping automatically calculate?
You bet! When you add multiple items to your cart, shipping charges will be automatically combined and calculated according to carrier rates.
Q: Do you ever offer free shipping?
Yes! Orders over $250.00 ship free automatically anywhere in the United States.
Q: I only need a skein or two of thread, is shipping really that expensive?
A: USPS First Class mail is the lowest shipping service we offer as it provides parcel tracking. We are unable to ship small items in envelopes with stamps. Our website should automatically calculate the proper shipping amount for your order based upon the weight of the items and your address.
Q: Do you accept returns?
We want you to be happy with your purchase! We will accept the return of any unused/unopened items within 15 days or purchase. Please inspect your package upon receipt for any damages or errors and contact us if you need to make a return. Refunds will be issued for the purchase price of the returned items. Original and return shipping costs will not be refunded. Any order mistakes made by us will be fully replaced or refunded at no charge to you, as will any items found to be defective. View our full purchase and return policy here.
Sales and Discounts
Q: The coupon code I am trying to use isn't working, help!
Please double-check that the coupon code is still within the valid date range and is being applied to the correct items in your cart. If you're still experiencing issues, please email us at help@colourandcotton.com.
Q: I missed a sale...is there any way I can still receive the discount?
Our sale prices and promotions are only valid for the original dates offered.
Subscription Clubs
Q: Do the subscription prices listed include shipping?
No, shipping charges will calculated according to actual carrier rates at checkout. Your monthly subscription billing will include this additional shipping charge each month.
Q: When are subscription club recurring charges billed?
Monthly clubs are automatically billed on the 5th of each month to your credit or debit card on file (the payment method used when initially signing up.) You should receive an order confirmation email when your payment has been successfully processed. Should there be any error in processing your payment, you will receive an email notification with instructions to update.
Q: How do I know when my monthly club order has shipped?
Each month, you will receive a shipment confirmation email with USPS tracking. If you are having any issues receiving our notifications, please double-check your spam/junk folder.
Q: I just joined a subscription club, when will I receive my first shipment?
The cutoff to join and receive the same month's club is the 5th of the month. Clubs ship beginning mid-month, or usually earlier if possible. As an example, if you join a club on May 10, the charge upon signup would cover your first month's shipment of June, and you will not be billed again until July 5.
Q: I need to change my club shipping address or my credit card on file, what do I do?
You can change your address or billing information at any time by logging in to your customer account and clicking on Manage Subscriptions on the righthand side of the page according to the instructions provided. We are always happy to help you by email as well!
Q: Can I change the amount of threads I receive in my shipment, or the fabric type/size?
Yes! Please email us at help@colourandcotton.com to make changes to an existing subscription. These changes cannot be made via your customer portal. Subscriptions can be canceled at any time from your online customer portal. Requests to change your subscription preference must be received by the 15th of the month in order to take effect for the next upcoming month, otherwise we may not be able to accommodate your request until the following month.
Q: Can I skip a shipment?
You can! Log in to your customer account and click on Manage Subscriptions on the righthand side of the page, click on Delivery Schedule, and click Skip next to the shipment you wish to skip. You will not be charged and your subscription will resume with the next delivery. You can undo this by clicking Unskip next to the shipment. There is no penalty for skipping a month's delivery.
Q: I am on a club waiting list...how long until spots will become available?
We cannot give exact estimates for the opening of a waitlist at this time, it varies based on supply availability and truthfully the scarcity of base fabric has made it difficult for us to add new spots.
Q: How do I cancel my subscription?
Log in to your customer account, click on Manage Subscriptions, Click on Subscriptions and click Cancel next to the subscription you wish to cancel. Your subscription will be canceled immediately and you will not receive any further charges! However, if you have already paid for a subscription and it has not yet been shipped, you will still receive any outstanding orders. You may also send an email to help@colourandcotton.com to cancel your subscription and you will receive a confirmation that your club has been canceled.
Product Information
Q: Why are only a limited number of colors/counts available for sale on your website right now?
As of summer 2021, we no longer dye fabric "to order" and we do not allow pre-orders. The fabric available on our website at any given time reflects items in stock and ready to ship on the same or next business day. You may read more about this here.
Q: Are your fabrics and threads colorfast?
Our dyed fibers and fabrics are colorfast and lightfast based on industry standards in that they will not fade over time or when washed. However, please note that particularly dark/saturated colors such as deep reds, teals, etc. may still discharge a bit of residual dye not removed during this rinsing process. We recommend pre-washing these colors before embarking on your project, or not washing. We do our best to discharge unbonded dye from our fabrics and fibers, but we cannot guarantee it.
Q: If I ran out of thread on a project and need to order more, will it match?
Our fibers and fabrics are hand dyed in small batches to ensure quality. When you order multiple skeins of a color of thread in a single order, you will always receive threads of the same dye lot. However, if you order the same color of thread at a future date, you may receive a different dye lot and there may be some variation between dye lots. While we strive for consistency, the art of dyeing is part science and part magic...there are many factors which affect the dye process and the final result including humidity and variations in dye powder between batches. We strongly recommend purchasing all the thread and fabric you need for a project at one time to avoid variations between dye lots. If you are struggling to find a particular dye lot, our Facebook Group is a very helpful resource with many members who may be willing to help a fellow stitcher from their stash.
Q: Do your threads and fabrics have any kind of scent?
No, we wash our fibers in an unscented professional textile detergent. Any sizing aids we might use during the ironing process are odor-free as well so your fabric and fibers arrive scent-free.
Q: The fabric I received is a little bit smaller than the measurements stated on your website?
The fabric measurements we provide refer to the pre-dyed size of the fabric. Shrinkage is normal during the dyeing process and some fabrics may shrink a bit more than others, but the original number of holes of the piece of fabric remains the same. If you are unsure if a piece of fabric will be big enough for a project, we recommend purchasing the next largest size to be safe. With all hand dyed fabrics, we recommend beginning your project in the center of the fabric.
Q: Are the edges of your fabric finished?
Yes, we serge all edges of our fabric to prevent unraveling. Fabric is also pressed for you.
Q: I've purchased a digital pattern, how do I download it?
A: Once you complete the checkout process, a link will appear to download your file. You'll also receive an email with the download link for safe keeping. Your file may be formatted as a .zip file for faster downloading. Simply double-click on this file once you've saved it to your desktop or another file location, and you'll be able to view your files.