Abakhan Customer Service & FAQ's
Should you have any questions or queries, all commonly asked questions are detailed below, together with how you can contact the Abakhan Customer Service Team:
Contacting Abakhan
Online Orders
To contact us about an order placed online, please send an email to [email protected] & include your order reference number and your enquiry. We are unable to accept telephone calls in relation to orders placed online.
Our Customer Services team are available on Email & Live Chat from 8:30am to 4:30pm, Monday to Friday, excluding Bank Holidays. Online orders are processed Monday to Friday, excluding Bank Holidays.
Store Telephone Numbers
Please note that Store Telephones are operated on a limited basis. Please click here to view Store Telephone Numbers. You can also send an email to [email protected].
Contacting Head Office
To contact the Abakhan Head Office, drop us an email to [email protected] and your enquiry will be distributed to the relevant department and a member of the team will then be back in touch in due course.
Delivery
All Abakhan Orders are fulfilled using Royal Mail & DHL Tracked Services. Further information and tracking details can be located on our Delivery Information Page.
You should have received a confirmation email that your order has been received immediately after you placed the order. If you have not received a confirmation email please check that your payment was authorised. If the payment was not authorised then we will not have received your order. If payment was successfully made check that the order confirmation or any shipment email is not in your spam. The emails are sent from [email protected].
Please also note the delivery terms on our Delivery Information Page.
If you still have a query, please feel free to contact us via email on [email protected] and a member of the team will be happy to investigate further.
Currently we only deliver to England, Wales, Scotland, Northern Ireland, Isle of Man, the Channel Islands, and the Republic of Ireland. We are looking to expand to other countries within Europe in the future, so please check back.
Order Confirmations
When you place an order you will receive a confirmation email that we have received your order. E-mails will be sent from [email protected]. All further emails will be sent from [email protected] or [email protected].
If you do not receive any emails please check your spam settings & spam folder. Ensure that the email addresses [email protected] or [email protected] are added to your Whitelist.
It is also possible that you may have typed your email address incorrectly, so that replies cannot be delivered to you. If you think that this may be the case, please contact us stating your Order Number and/or date, and Customer Name of order, and we can check.
Online & Store Payment Methods
We currently accept Credit & Debit Cards, PayPal & Google Pay Online & Credit & Debit Cards only in Abakhan stores.
Telephone Ordering
At present, we are unable to offer a telephone ordering service, but will be looking to re-introduce this service at some point in the future.
Courses, Workshop & Events
If you have booked via the website, you will have received an order confirmation by e-mail immediately. Additionally all attendees will be sent full attendance details by Royal Mail 7 days prior to the Course or Workshop. Full information on our Events and Classes can be found on our Events & Classes Page.
Samples
Samples of almost all our fabrics are available on our website. Look out for the sample button next to the product. There is a nominal charge for this service of £1.50 per sample, which includes processing and delivery. Each sample is approximately A5 (23cm x 16cm). Samples may not be available on some fabrics if we have a very low stock, and the fabric cannot be re-ordered from our suppliers. We do not supply samples of non fabric products.
Abakhan Stores
Abakhan has 9 Retail Stores based in the North West & Midlands. For further information, locations and opening times of our stores, please visit our Abakhan Stores page for information and directions.
Is your Fabric fire retardant?
Unless it specifically states that the fabric is fire retardant, then we cannot guarantee that it is.
Refunds & Returns
Should you be dissatisfied with your purchase for any reason, you may return it within 14 days of receipt, for a refund or exchange. To initiate this refund, please send your request through to [email protected].
Any payment already made will be refunded on receipt of the goods (less any return Shipping Costs, if applicable. This will be no more than that already charged for shipping the order). Any refund will be processed within 14 days from when the order is received back to us, but will usually be much quicker. Your rights to return goods are protected under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which can be found at http://www.legislation.gov.uk/uksi/2013/3134/contents/made.
The following items cannot be returned, exchanged or refunded:
- Samples as these are free with a small cost to cover processing and shipping.
- Made to order and measured items, such as cut length fabrics and haberdashery (unless faulty).
- Gift Vouchers/Gift Codes.
- Sewing and Knitting Patterns.
- Any goods which have been cut or processed by the purchaser.
Gift Cards & Vouchers
Abakhan offers two types of voucher Gift Card/Voucher:
Further information on our Gift Cards is detailed below:
Online Gift Card Codes
When purchased, you will be required to choose the value of the Gift Card Code, the name of the recipient and their e-mail address. The recipient will receive an e-mail containing the Gift Card code that can then be used on www.abakhan.co.uk only. To use the Online Gift Card Code, the recipient must enter the Online Gift Card Code in the field available on the Shopping Basket page. If the value of the order is higher than the balance remaining on the Online Gift Card, the balance of the order will have to be paid by PayPal or Card during the Checkout process. If the value of the order is less than the balance on the Online Gift Card, then the reduced balance will remain on the Online Gift Card Code for future use. If for any reason a refund is made on an order, the value of the proportion of the order paid by Online Gift Card Code will be added back to the Online Gift Card Code balance. It is possible to check the Status and balance of Gift Card Codes at any time within "My Account" if you have Registered, and on the Shopping Basket page.
Retail Store Gift Voucher
There are a range of Values available for purchase. When purchased, the Gift Vouchers will be sent by Royal Mail to the Delivery Address on the order. The recipient will be able to use the Gift Voucher in any of the Abakhan Fabrics, Hobby & Home Stores (excluding online) which can be found on our Stores Page.