If something is wrong with your order

Custom-printed fabric cannot be returned simply because you changed your mind. It was made for you and cannot be resold, and that is how distance selling law works in most countries.

That has nothing to do with our own mistakes. Here is what we do when something is wrong at our end — you do not have to argue for any of it.

If we got it wrong

Wrong fabric quality printed

We reprint your designs on the quality you ordered, at our cost. Whether you keep or return the wrong fabric is your choice.

Weight outside tolerance

If the fabric arrives more than 5% away from the stated gsm, that is a fault, not a variation. We reprint or refund.

Stains, marks or print faults

Affected metres are not invoiced. If you have already paid for them, we refund those metres.

If a design comes out short

Fabric is printed, washed and finished as a continuous length, so the finished metreage is never exact to the centimetre. Our commitment is not that it will always be exact — it is that you will know, and that you will not pay for fabric you did not receive.

You are invoiced for the metres actually delivered. If you ordered 5 m and the run finishes at 4.5 m, we tell you before we ship and you are charged for 4.5 m. If you have already paid in full, we refund the difference. You never pay for metres that are not in the parcel.

On larger orders the working tolerance is 5% under on 10–50 m per design, and 10% under on orders above 50 m. If a design falls further short than that, tell us — we make it right.

Surplus metres

If a run produces more than you ordered, we tell you and ask whether you want them. We never invoice surplus fabric you did not agree to.

Damaged in transit

Tell us within 7 days, with photographs of both the parcel and the fabric. We deal with the carrier — that is our job, not yours.

Things that can happen in printing

Some things are characteristics of the fabric or the printing method rather than faults. They only become visible once your fabric is printed, so nobody can tell you in advance whether your particular order will be affected. What we can do is tell you the risk now, and tell you if it happens.

• Colour between production runs. A repeat order can come out very slightly different in tone from the first one. Different dye lots, sometimes a different machine. If exact colour matching matters for your project, tell us before you order and we will keep a reference and check the new run against it.
• Small specks on dense designs. Reactive printing on natural cotton can leave tiny unprinted dots or lint marks, most visible on designs with heavy, solid coverage. A close-up photograph always makes these look worse than they are in your hand.
• Slight skewing on woven fabrics. A woven can sit marginally off-square, so a strong straight line or geometric repeat may read as very slightly tilted across the width. On knits this does not happen.

If any of these appear on your order, you hear it from us before the fabric leaves Istanbul — with photographs — and you decide what happens next: take it as it is, have the affected metres reprinted, or not be invoiced for them. We do not ship and hope you will not notice.

And if one of these would be a problem for what you are making, tell us before you order. We can often move you to a different quality or adjust the design so it does not show — at no cost to you.

Before you order, ask us

If you have a deadline, a colour you must match, or a customer waiting, tell us first. We would rather turn down an order we cannot do well than take it and disappoint you.

How to reach us

Email info@jerseyprintfactory.com with your order number. You will get an answer from a person, not a form.