CLICK & COLLECT FAQs

Click & Collect is FREE from the Joel & Son Fabrics store based in London, NW8 8EU. Please note though, that you will only be able to collect your order during shopping hours.

When can i collect my click & collect order?
Place your online order and it will be ready for collection at Joel & Son Fabrics store in London 10 days (this does not include Saturdays & Sundays) after your order has been placed.

In order to Click & Collect, all items within your order must be eligible for this type of delivery. Please note, sample only orders are not available for the click & collect service.

How will i know when my click & collect order is ready?
We will send you an email when your order is ready, confirming your chosen shop.

What do i need to bring to collect my order?
We need your order number from your email, and proof of ID. This can be:

• the payment card you used for the order, or
• a current photo driver's licence or passport

We cannot release your order without seeing your ID.
If you paid entirely with gift vouchers, a gift card or PayPal, please bring either your passport or photocard driving licence with you as ID.

Can someone collect on my behalf?
We're happy for someone else to collect your order, but to prevent fraud, the person you've nominated must present your order number and their own photo ID (passport or photo driving licence).

How long will you hold my order?
We’ll hold your order in store for 6 weeks, after which we’ll return the order to the warehouse and refund your account. Please note that this may take up to 14 days to process.

Where can my order be collected from?
The Joel & Son Fabric store is located at:

73-87 Church Street
London
NW8 8EU

What time can my order be collected?
Any time after 12pm, but please wait for our email or text confirmation first. Do check the opening times of our store before you set off.

Opening Hours

• Monday: 9:00am - 5:30pm
• Tuesday: 9:00am - 5:30pm
• Wednesday: 9:00am - 5:30pm
• Thursday: 9:00am - 5:30pm
• Friday: 9:00am - 5:30pm
• Saturday: closed
• Sunday: closed

Where do i pick my order up in store?
Please ask at our till point in store regarding your parcel collection.

I’ve lost my order confirmation email - what can I do?
Please check the junk mail folder within your email account, as occasionally confirmation emails can end up here.

Otherwise, if you log into your Joel & Son Fabrics online account, you’ll be able to find the order number in your order history. Simply log into your account and click on the relevant purchase date to find the order number. Make a note of this and bring it to the shop when you collect.

If you made your purchase using our guest checkout, we may still be able to release your order if you bring your photo ID or passport and quote the items ordered, your name and postcode at the time of collection.

To keep your order safe, we don’t let anyone collect on your behalf unless they have your order number and their photo ID or you have called or emailed us in advance to let us know someone will be collecting your order on our behalf.

I haven’t had an email to confirm my order has arrived - what should I do?
If you have not received and email (after checking your spam box), it means your order is not ready for collection. If you would like to call us to discuss the order, please do so on +44 (0) 20 7724 6895 Monday - Friday between 9:30am - 5pm.

I was unable to collect my click & collect order, what happens next?
We’ll hold your order in store for up to 6 weeks, after which we’ll return it to our warehouse and refund your account. Please note that this the refund may take up to 14 days to process the refund.

How can i return my click & collect order?
The same rules apply as to orders placed online

You can return a Click & Collect order to the store provided the order does not include fabrics and trimmings that have been cut to your specification - orders are non-refundable once cut. Accessories (cufflinks & buttons) or remnants may be returned for refund within 7 days of collection if in perfect re-saleable condition

For more information, please see our Returns policy at Delivery & Returns