Fabric House

FAQs

 

1.OUR PRODUCTS

2.OUR SERVICE

3.EVENTS

4.VIRTUAL SHOWROOM

5.FABRIC HOUSE

 

[Back to top]

 

1.Our Products

Q: What does “LA PRIMA SCELTA” stand for?

A: La Prima Scelta means "the first choice" in Italian.


Q: Why are we “LA PRIMA SCELTA”?

A: Fabric House has become “la prima scelta” for more than 2,000 international customers because:

  • All our fabrics are first-choice
  • We offer innovative and unique service and consequently our service is also "first-choice" 
  • The customer and his needs are the main focus of all our actions and we want to be "the first choice" for the customer with everything that we do. 


Q: Why order fabrics online?

A: As a registered member you will have many advantages when using our Virtual Showroom, you will benefit from exclusive promotions and offers, you can see all our products in our photo gallery at any time - no appointments necessary, you can order both samples, as well as fabrics comfortably from your home or office - all with just one click.

In addition, you have no way to view a more recent presentation of our collection in its entirety. Our virtual showroom is always updated and you will see the new products there first.


Q: What is the minimum order quantity for an order?

A: For logistical reasons, the minimum order quantity is 10 meters per article. In case you want to order samples first, click here.


Q: How many and what kind of articles does Fabric House offer?

A: We specialize in high-quality fashion fabrics for outer garments.

Our collection consists of more than 10,000 different articles in all variations, weights and compositions with a total quantity of more than 2 million meters. These are always available in stock. On the product detail page of every article you can see the quantity available. If an item is out of stock, it will be marked as "sold out". 


Q: Is it possible to order sold out items?

A: No.
Our products are only available in limited quantities. Therefore, it is not possible to find sold out items in our showroom again.

Consequently, sometimes it is better to decide quickly.


Q: Is it possible to obtain certificates, declarations of origin or technical data sheets of products?

A: Unfortunately, due to the structure of our procurement and the fact that we do not have our own production we do not offer this service.


Q: I have a question about a specific item.

A: In this case, please contact our Customer Service.


Q: How long are items in your Virtual Showroom available?

A: Our products remain available in Virtual Showroom until they are sold out. Then they are marked "sold out" - and removed after a few days.


Q: Is it possible to find the same item in a different color variation?

A: Normally, our items are only available in one color variation. However, if an item is available in other color variations, they will be shown on the product detail page.

 

Q: Is it possible to obtain information on how to wash and take care of the articles?

A: Refer to the technical data sheets


Q: Is it possible to reserve items?

A: We offer the service of reservation for certain predetermined groups of customers. The product is then reserved for you, for a certain period of time and you can decide to purchase it at any time. We do reserve the right to charge a fee of up to 30% to cancel this service if several reservations should be fruitless. 

Regarding reservations, please contact our sales team.


Q: How can I place an order in the Virtual Showroom?

A: After you have selected the items, the desired quantity, and added them to your shopping cart, click on "Check Out" and confirm your order details. After that, you will receive a confirmation email listing the items you ordered. Once our team has checked the available quantity, you will receive an order confirmation with the final invoice amount and the bank details to make the payment. For more information about ordering, payment and shipping, visit our How to section. 


Q: Was my order successful?

A: When you have placed your order you will receive an automatic confirmation of receipt. Only once the available quantity in stock has been checked, will you receive an order confirmation.


Q: Can I only order through the Visual Showroom?

A: We recommend that you order using our virtual showroom, since this service is available 24 hours a day, 7 days a week. Nevertheless, you can also order via phone or email. Contact our sales team for any purchases or

Visit our showrooms and purchase on site. 


Q: Why does the quantity on my order confirmation deviate from the quantity I originally ordered?

A: Due to logistical reasons, it may happen that the confirmed quantity and the ordered quantity are slightly different. This is because the fabric rolls have different lengths and we do not divide them under a certain length. Of course, we always try to align the rolls so that there will only be minimal deviations from the desired quantity stated in your order. However, a certain tolerance is also common in the industry. When paying in advance, please wait with your payment until you receive a corresponding order confirmation and invoice. Under quantity, you will see the final quantity available. This is the amount you will be charged for (net amount). 

faq2 

 


Q: Are there discounts and promotions?

A: Yes, we offer regular promotions and discounts. For more information, click here. 


Q: Due the prices of the items already include the shipping costs?

A: No prices in the virtual showroom are net prices ex works that do not include shipping costs.

 

 

[Back to top]

 

2. Our Service

Q: How many fabric samples can I order?

A: Up to 150 samples

 

 

Q: What are the shipping costs?

A: As the shipping cost depend on the weight and have to be recalculated for each order, we prepared a list for you, by means of which you can see the shipping costs depending on the order volume for your country.

For orders over 10,000 € we ask you to contact our sales team for a custom quote.

For more information, click here.

Q: How can I track my shipment?

A: We generally work with DHL. Therefore, it is possible to track shipments using the tracking number. Once your order has left our warehouse, you will receive a tracking number via email. You can then check the status of your shipment, using the DHL website. Click here to go to DHL shipment tracking and under "track shipment" type in your shipment number.

faq4

 

 

 Q: What are the payment options?

 A: In our virtual showroom, we accept advance payment via

  • Bank transfer: Please transfer the amount within 5 working days to the following Italian bank account: BANCO POPOLARE, Agenzia di Agliana Address: Piazza IV Novembre snc - 51031 Agliana (PT) ITALIA Swift: BAPPIT21S35 IBAN: IT 17 D 05034 70370 000000000310
  • PayPal (please inform us if you wish to pay using PayPal)

You can also visit our showroom in Prato place orders on the spot, and pay for them immediately:

  • Cash up to 1000€(Limit due to the Italian law)
  • Giro- or Debit card
  • Credit card (MasterCard, Visa, American Express)


Q: Why is Euro the only possible payment currency?

A: At the moment we can only offer the possibility to pay in Euro.


Q: How long does the process take from order confirmation to shipment?

A: Since we usually work with prepayment, orders will be shipped once we receive the payment. With SEPA payment this is usually on the next business day and we immediately arrange the shipment. With PayPal, this process can be further accelerated under certain circumstances.  

This also applies to orders that are paid locally using cash or credit card. If you pay via bank transfer, we recommend that you send us a confirmation of payment. This way we can prepare your goods in advance for shipping, so that your product can be shipped immediately after receipt of payment.

Basically, depending on the terms of payment and type of shipping, the goods will be shipped on the next business day following your order namely the receipt of payment.

For larger shipments, the terms and availability of forwarding company have to be taken into account. However, the goods are in any case ready for pick up on the next day.  


Q: What information is on the order confirmation?

A: On the order confirmation all ordered items are listed for you. Furthermore, the following information is given per item:
faq3 

 

a) Quantity Unit: Your desired amount plus any variances. Click here to learn more about quantity variances.

b) Retail Price: Net price per meter

c) Discount: If you used a discount code, it is shown here in%.

d) Total EUR: total amount of your order

 


Q: Will I receive a confirmation of receipt of payment?

A: In general, you will receive a confirmation when your merchandise is shipped. In most cases this is the day of receipt of your payment or the day after.


Q: How will my order be shipped?

A: For more information about shipping, click here.


Q: Can Fabric House deliver to PO Boxes?

A: Unfortunately, it is not possible for Fabric House to deliver orders to PO boxes. 


Q: I have received my order, but it is not complete. 

A: In this case, please contact our Customer Service. Please inform us immediately which articles are missing.


Q: Is the shipment insured?

A: All shipments that we deliver DDP are insured.


Q: Is it possible for the delivery address and the billing address to be different?

A: Yes, this is possible. In this case please indicate the delivery address during checkout or while placing your order. 

Please note that this may possibly have an influence on the VAT calculation result. You are welcome to request further information from our customer service regarding the matter


Q: To which countries are orders delivered?

A: Due to export law we can only deliver to the following countries:

 faq4

 

Q: How can I file a complaint about goods?

A: For more information, click here.

 

 

[Back to top]

 

3. Events

Q: When will the next Open Days, Events and fairs take place?

A: For all the information on our upcoming events click here.

 

 

[Back to top]

 

4. Virtual Showroom 

 

Q: What are the requirements for using the virtual showrooms?

A: Most recent browser versions of Firefox, Chrome, Safari and Internet Explorer are supported. You have to enable the use of Cookies.


Q: I cannot log in

A: Please contact our Customer Service regarding technical problems.

To isolate the problem please be ready to provide us with information regarding the browser and version you are using (e.g. Internet Explorer 10)


Q: How does the Virtual Showroom work? How can I order fabrics?

A: To find out how our Virtual Showroom works and how to order, please click here.


Q: How can I find the right product among 10,000 different articles?

A: Thanks to our filtering criteria you can search for specific materials and limit the variety of fabrics offered, so that only the ones that interest you are shown. 

We are constantly working to improve the filters and are grateful for suggestion of how we can alter them to suit the needs of our customers.


Q: How can I save the filter criteria?

A: For information about saving the filter criteria, click here.


Q: How long will my item selection be saved in your cart?

A: The selected articles are only stored in your shopping cart as long as your session lasts in our virtual showroom. To save items permanently, add them to your Shopping List.

 


Q: What is the duration of the session time in the Virtual Showroom?

A: For security reasons the duration of your session in the Virtual Showroom is limited. After 30 minutes of inactivity you will automatically be logged out and all items in your shopping cart will be deleted. To save items permanently, you can add items to your shopping list.



Q: What is a spam / junk folder and where can I find this?

A: Sometimes it can happen that emails do not end up in your regular email account, but rather in a so-called spam or junk box. In spam folders unwanted emails are usually collected that are filtered because of certain words and links. Due to this filter function, it can happen that even desired emails end up in the spam folder. So make sure you check your spam folder regularly to not miss any updates.

 

 

 Q: What is a PDF and how do I open it?

A: A PDF (Portable Document Format) is a file format that can be opened independent of the software with which it was created. The best-known program in this context is the free Adobe Reader. To open PDF files, Adobe Reader must be installed on your computer. Click here to download Adobe Reader for free: http://www.adobe.com/de/products/reader.html 


Q: How does the checkout work?

A: For a detailed description of the entire checkout procedure click here.


Q: How can I register?

A: To find out how you can register in our Virtual Showroom, click here.


Q: My password does not work.

A: In this case, click "Forgot password" and follow the instructions to reset your password. If you are already logged in and wish to change your password, you can do so under "Account". 


Q: How can I edit my personal data?

A: You edit change your personal data under "Account". 


Q: How does my account work?

A: Only after a successful login, you will be able to see the "Account" box at the top of the website. By clicking on it you will be redirected to this page:

faq

Under "Overview" and "Address book" you can access your personal data for the delivery and billing address, and change them if necessary.

Under "Orders" your past orders are saved.

"Shopping List" and "Filter List" contain your saved articles, or filter selection.

 


Q: How can I delete my account?

A: We are sorry to hear that you want to delete your account. We hope you have been pleased to be part of Fabric House and were able to benefit from our promotions. To delete your account please call our Customer Service. Your feedback is very important to us, and we would therefore appreciate if you could tell us your reasons for leaving Fabric House. 

 

 

[Back to top]

 

 

 

  

5. Fabric House

 

Q: Is there a showroom or a representative of Fabric House in my country?

A: For all the information about our representatives and showrooms, please click here.


Q: Where are the headquarters/warehouse of Fabric House?

A: Our headquarters is located in Prato, Italy. For more information about address and contact details click here.

 

 

[Back to top]