Frequently Asked Questions

01 — Can I collect my online order from my local store?

No, all online orders placed through are processed and dispatched from our Auckland Headquarters which has a seperate selection of stock to the stores. This means we are unable to transfer the order to stores or offer a collection service for online orders.

All our stores offer a mail-order service, so if you would prefer to collect orders in future, it is best to order from your nearest store directly. You can read more about this here:

02 — Are the fabrics in the online store also available in my local store?

Some fabrics may be available in your local store, contact the store directly if you would like to enquire. Online Exclusive fabrics are outlined as such in their product description, and are not available in stores.

03 — Where do you ship to?

All orders are shipped from our New Zealand HQ. We currently ship nationwide within New Zealand, to Australia, USA, Canada and a selection of countries in Asia and Europe. Check out our international ordering guide to see the full list of countries that qualify.

04 — My shipping location is not listed how can I purchase your fabrics?

For all enquiries or to request new shipping locations please email

05 — When will my order be processed?

We endeavour to process all orders within 3 working days. Orders placed during a sale or promotional period may take up to 5 working days to be processed. If your order is time sensitive please email and we will do our best to rush it through. For delivery times see the Shipping page.

06 — Can I get my parcel delivered to a Parcel Locker or PO Box?

For deliveries to New Zealand, NZ Post can deliver to PO Boxes, however we find it is best to deliver to a physical address if possible due to the size of our parcels.

For deliveries outside of New Zealand, unfortunately DHL Express do not deliver to Parcel Lockers or PO Boxes. A physical address is required to receive parcels. If no physical address has been supplied for your shipping address, please note your order will be put on hold untill we confirm an alternative address with you.

07 — Do I need to create an account to shop online?

No, you do not need to create an account to purchase from the online store. However, if you create an account you will be able to track your parcel, view past orders and save details so that forms are pre-filled for future purchases. By creating an account you will also automatically earn Loyalty Club points.

08 — How do you measure fabrics for my order?

All orders are measured in increments of 0.25m (9"13/16) and we will always try our best to supply your fabric in one continuous piece, unless otherwise stated for Remnants. You may notice the quantity stated at checkout and in email communication may differ from the meterage quantity you ordered. As we work in 0.25m units this is reflected in some pages on the website and in some automated emails, e.g. 4 units = 1 metre (39"3/8 ).

09 — Can I add to, change or cancel an order once it has been placed?

No, once an order has been placed and items have been paid for the order is final and you cannot make any amendments. If you need to contact us regarding an order you have just placed, email straight away referencing your order number and we will get back to you a.s.a.p.

10 — Which currency will I be charged in?

You will be charged in New Zealand dollars (NZD). Our currency conversion tool is for browsing customers ease of understanding only. All payments will be charged in New Zealand dollars as stated at cart and as per our T&Cs.

11 — Which forms of payment do you accept?

We accept Visa and Mastercard debit and credit cards.

12 — Can I use vouchers purchased from a store to pay for my purchase online?

No, vouchers are to be redeemed in our bricks and mortar stores only and cannot be used for online purchases.

13 — Can I use/collect stamps on my loyalty card for purchases made through the online store?

In store Loyalty cards are exclusive to our bricks and mortar stores and stamps will not be issued for online purchases.

Read about our Online Loyalty Club here.

14 — I forgot to apply a promo code to my order, can you refund me the discount?

No, we cannot apply discounts after the order has been placed as our merchant takes payment at time of purchase and discounts are outside the capabilities of our refund system. Please note, the sign up discount is a single use code with no expiry for use on full-priced products only. You are welcome to use on any future full-priced orders.

15 — I placed my order just before a promotion, can I get a credit for the price difference?

No, we cannot offer a credit or refund for the price difference in products that have been discounted after purchase. As outlined in our T&Cs, all sales are final.

16 — Can I use a promotional code at the bricks & mortar stores?

From time to time we share the love via promotional checkout codes with friends of The Fabric Store. You may have got your hands on one! These codes are only valid for our Online Store and cannot be applied to purchases in our physical stores. Please note it is not possible to stack these promotional codes on top of one another, apply them to already discounted products (for example during a storewide sale) or use them in conjunction with any other offer, promotional code or Online Loyalty Club Voucher.

17 — Can I use multiple discounts or promo codes on one order?

Promotional codes including Online Loyalty Club Voucher codes, sign up discount codes, Student Discount codes, and codes from other companies/events/groups cannot be used in conjunction with any other offer. This means they cannot be used with other promo codes or applied to already discounted (sale) products. Promo codes cannot be used for shipping charges or Gift Cards. The specific terms of codes will be outlined at time of issue. Promo codes are different to Gift cards & credits which are treated as currency.

18— Is there someone I can contact directly with general enquiries?

Yes, if you have any questions you can email​​​​​​​

19 — How do I receive notifications when new fabrics are added to the store?

Sign up to the mailing list and you will be the first to know about new arrivals!

20 — I am having trouble viewing your products whilst browsing , what can i do?

The issues may be resolved by clearing the cache on your web browser, there are some instructions on how to do this for Safari on an iMac here, an iPhone here, and for Google Chrome here. If you are using a browser other than Safari or Google Chrome we do advise switching to these as our website is optimized for these.
If this does not resolve the issue, please provide a screenshot of the issue we can look into this further for you, you can do this through our online form here.