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HELP-CUSTOMER ASSISTANCE

We pride ourselves on putting you the customer at the heart of everything we do. We value customer satisfaction and honesty in all agreements. We offer quality, fair pricing and a professional after-sales service.

If you are not able to find what you’re looking for on our website, or if you would like to order a bespoke product, then its worth getting in touch we are happy to guide you through the wide range of choices available to you.

Customer Assistance   +44 (0)20 7183 9029

Opening Times:  Mon- Fri  9am - 5pm GMT
email:  assistance@sprucelondon.com samples@sprucelondon.com

Shipping & Delivery

Free Delivery Mainland UK (2-7 days) on orders over £200 please allow extra time at busy periods, for example October-December.
Fabric is a custom order and needs to be picked cut and packed, packed items for example cashmere throws will be a little quicker.

Secure Delivery from £5.50.

Delivery  to the USA and the rest of the world  from £25, and is by courier, is tracked and requires a signature.

More information regarding shipping is here shipping

 

Privacy & Security


The purchase area of our site is secure.

We utilise industry standard SSL technology (Secure Sockets Layer) to guarantee a safe and secure shopping environment.

When you visit, register or order products or services on www.sprucelondon.com you may be asked to provide certain information about yourself including your name, address, phone number and email address. In order to make certain payments through Paypal we may ask you to provide your credit or debit card details.

All sensitive information such as credit card details, names and addresses are encrypted. This means that information passed between your computer and our web site cannot be read even in the event it is intercepted by someone else.


Links to external sites

Links are being provided as a convenience and for informational purposes only; they do not constitute an endorsement or an approval by Spruce london  of any of the products, services or opinions of the corporation or organization or individual. Spruce London bears no responsibility for the accuracy, legality or content of the external site or for that of subsequent links. Contact the external site for answers to questions regarding its content.

 

Data Protection

Information provided by you online or otherwise will be processed by Spruce London and used to provide you with the ordered products, for billing and accounts purposes, and to keep records of the transaction.
In addition, your information may also be used to keep you informed about Spruce London products, promotions and services.  If you do not wish us to do so please contact Customer Assistance.

Data Protection and Privacy

In addition to allowing us to check your creditworthiness and process your orders, the personal data you submit, and our records of your visits to the Site, will be used to monitor and improve our service to you, and for marketing purposes.
We will respect the privacy of your personal data, and will comply with all relevant and current data protection legislation.
Without your written consent we will not make our mailing list available for marketing purposes to anyone outside Spruce London, unless required to do so by a court of competent jurisdiction, will not disclose your personal data to anyone.
If you wish to update or delete your personal information, or if you prefer that we do not email you to tell you of promotional offers. Please contact Customer Assistance.

Cookies 

We use cookies to elevate your user experience and the quality of our site and service. Our Cookie Policy

Please check back frequently to see any updates or changes to our privacy policy.


FAQS

Pricing Policy

Regarding pricing you can be sure if you buy today you will not see the fabric in a sale at a later date.  We do not have periodic special offers or sales, however as stated on our website If your project requires more than 15 metres of fabric please enquire for a price relative to the quantity of fabric you wish to buy.

We strongly believe in a transparent and honest pricing policy.

Fabric Care

Advice and information is here

We abide by The Consumer Contracts (Information, Cancellation and
Additional Charges) Regulations

http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Once the products you wish to return has been received by us, a refund for the agreed amount will be actioned to the original method of payment.
Please allow 14 days from return for this process to be completed.  Please note that cut lengths of fabric cannot be cancelled, returned or exchanged*.

Returns Policy

*Due to the nature of our business each cut length of fabric is a custom-produced item. For this reason we cannot accept returns on the basis that you either do not like the product or you deem it unsuitable for your use. Please note that agreeing to these terms and conditions you are agreeing that the fabric that you are ordering constitutes "personalised goods" and, as such, is excluded from the 7 day return guarantee of the Distance Selling Regulations. We therefore strongly urge you to request a sample before placing you fabric order.

All requests for returns for damaged or incorrect fabric must be made within 7 days of receipt by you of the fabric.

Any fabric which is returned to us for a refund must be sent back in the same condition as received by you.

All returns must be approved by us in writing or by email before the fabric is sent back. No claims whatsoever can be entertained or returns or exchanges made once the material has been cut, creased,  marked or treated in any way. Please, therefore, always fully inspect fabric on its arrival and also prior to using it.

Can a replacement be sent for faulty or damaged goods received?

If you are returning items due to a fault or damage on the part of Spruce London, you are entitled to a replacement. Please contact us immediately.


Can faulty or damaged items be returned for a refund?

On delivery, please check the products carefully for any possible defects. If you believe that any of our products may be defective or of unsatisfactory quality, please notify Customer Assistance as soon as immediately.
We ask that you take reasonable care of the products while your claim is being investigated.
Please do not return any products that you believe may be defective before contacting Customer Assistance.
When returning a product you are responsible for return postage costs and retaining proof of postage. If the products are confirmed defective or mis-described, we will reimburse you for reasonable return postage costs.
If all products confirmed defective constitute the entire order or if all products were faulty or damaged, the original delivery charge will be reimbursed.


Can items received as a gift be returned for a refund? (EXCLUDING CUT LENGLENGTHS OF FABRIC)

We may refund any items received as a gift through the original method of payment if returned to us by post.
 
When do I get a refund once I have returned an item?

 Once the products you wish to return have been received by us, a refund for the agreed amount will be actioned to the original method of payment.
 Please allow 14 days from return for this process to be completed.


Can my order be cancelled?

Once products are assigned or dispatched, you may return products within 28 days of receipt.  This excludes cut lengths of fabric and custom made items* (explained above).


Made to Measure, Upholstery and Furniture 

If you need to amend or cancel your Made to Measure, Furniture or Upholstery order, you may only do so up to 48 hours after you have placed the order.

Samples

We have done our best to represent our fabrics as accurately as possible on the website, however, colours will vary between computer screens. We strongly recommend, therefore, that you request a free sample(s) prior to ordering unless slight differences in appearance are not critical to your order.

Samples are a close representation of the fabric you choose but may not be an exact match as there are often slight variations in colour between manufacturing batches, and greater batch variation tolerance must be allowed for natural fibre products than for synthetic fibres.

In cases where this is critical, we can arrange for a sample of the current manufacturing batch to be sent to you for your inspection and reserved for you should you wish to proceed with your order for that particular fabric.

Samples UK Customers - Info & Ordering


 
Up to 5 samples are free per address (except Kirkton tartan,  Aviemore and Norfolk samples which are £3 per sample and cashmere samples which are £4 per sample).  Each additional sample is £2.00. Any subsequent sample orders with 8 weeks will be charged at £2.00 per sample.


Please email, phone or use the contact form with your name address phone number and email address, and which samples you require.  

Customers can also create an account and use the wishlist.  When the wishlist is complete please let us know.

We will send you an invoice by email if there is a charge which can be paid by credit card and bank transfer.



Samples International Customers - Info & Ordering



Up to 5 samples are free per address (except Kirkton tartan, Aviemore and Norfolk samples which are £3 per sample and cashmere samples which are £4 per sample).  Each additional sample is £2.00. Any subsequent sample orders with 8 weeks will be charged at £2.00 per sample, plus international shipping from £3.50.   We will send you an invoice by email which can be paid by credit card and bank transfer.

Please email assistance@sprucelondon.com, +44(0)207 183 9029  between 9.00 am and 5.00 pm (GMT), Monday to Friday.  We speak English only.  However, we are able to receive and respond to emails in French.  Alternatively, use the contact form giving your name, address, phone number and email address, and which samples you require.  

Customers can also create an account and use the wishlist.  When the wishlist is complete let us know.

We will send you an invoice by email for international postage and for any samples to be charged for which can be paid by credit card, Paypal and bank transfer.


Fabric Glossary

Fabric Glossary

General interesting and technical information about fabric


What is a Martindale Rub Test?

Martindale Abrasion and pilling tester
The Martindale Abrasion and Pilling Tester is employed, throughout the world, for testing the abrasion resistance and pilling properties of textiles.  
As a Guide see below
6,000   Occasional domestic use, display pieces
15,000 Light domestic
20,000 General Domestic
25,000 Heavy Domestic
30,000 Severe Domestic
40,000 General Contract
50,000 Severe Contract

A Martindale test is for abrasion only.  There are many other factors that can affect the wear and tear of upholstery on a piece of furniture, including UV exposure, embedded dirt.  A high rub count does not mean the fabric will be impervious to cat claws.

FIRE

Fire Retardancy

In the UK, all upholstered furniture must meet UK domestic or contract fire regulations. Fabric to be used on furniture must either pass a fire retardancy test or if exempt, must be used with a fire retardant interliner.

There are no current fire regulations in the UK for curtains, cushions and throws in general domestic situations.

See terms and conditions regarding after treatments

How to Pay

We accept all major credit and UK debit cards, Visa Card, MasterCard, and PayPal.    Payment via PayPal is made at the Internet check out, which can be accessed through your Internet shopping bag icon.

Payment by credit card is processed safely by SAGE.

Remember, you can still change your mind at the checkout as to whether you wish to continue with the purchase.

We only accept Pounds Sterling (£) on all transactions made.

If you are paying with an international credit or bank payment card, you may be subject to an additional administration/handling fee and/or any other charges that may apply by the credit card company or bank who will also determine the currency conversion rate applicable at the time of the transaction.

We are unable to provide any guidance on currency conversion and card charges that may apply.

Payment is made at the 'Order Summary' page, which can be accessed through your Internet shopping bag icon. You can still change your mind at this stage.

Payment is only made when you click to 'Place your Order'.

The full purchase price will be charged to your card upon placement of your order.

VAT

Spruce London is not registered for VAT.

Address

Spruce London, The Studio, No 2 Finians Field, Barns Green, Horsham, West Sussex RH13 0PW