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FAQs

Select a question below, or search FAQs to find answers to some of our most commonly asked questions.

Do I need to create an online account to place an order?

Yes, you will need to create an online account to place an order. We’ve carefully kept the form as brief as possible, so it shouldn’t take you very long to fill in the details.

Start here.

How do I cancel an order?

If you want to cancel an order, please contact us.

Unfortunately, once your order has been dispatched it’s too late to cancel the order. Find out about how to arrange returning an order.

How do I find out if my order has been processed?

Once you place your order, you will receive an email from us to confirm that we’ve received your order.

Then when the order has been processed and your items are ready to be sent to you, you will receive another email from us.

If you haven’t received either of these emails in your inbox, please check your junk mail folder. If you find an email from Interweave in the junk, move it to your inbox to ensure that any future emails from us arrive in your inbox.  You can also add our email address (weborders@interweavetextiles.com) to your safe senders list (or trusted senders list) depending on your email software.

How do I place an order?

There are two ways to place an order with Interweave:

1) Buy online through the website, paying with a credit card or debit card or;
2) Businesses can place an order through the website and opt to pay by 30 day credit account (apply for a credit account here).

How does Interweave protect my personal information?

We take the matter of protecting your personal data very seriously. Please read the privacy policy to find out more.

I have an online account, how do I use the Quick Order form?

Please log into your online account and select Quick Order.  The Quick Order form will display a list of the items you have most recently ordered.

To re-order any of these items, simply select how many of each you need using the dropdown menus.

To order items not already included in your list on the Quick Order page, use the search function to look for the items you need and add them to your Quick Order.

I work for the NHS, can I buy Interweave products through the NHS Supply Chain?

‘We use this icon  NHS SUPPLY CHAIN LOGO  on our website to show which products are available via the NHS Supply Chain.

If you want to order an NHS Supply Chain product, simply click-through to see the product details on our website and then click the NHS Supply Chain link on that page. It will open up the same product on the NHS Supply Chain website. You will just need to login with your NHS Supply Chain account and proceed with your order as you would normally.

For products not available via the NHS Supply Chain, please either contact us or place your order directly through the Interweave website.

Find out more about NHS orders

I’ve cancelled my order, when will I receive the refund?

If you cancel an order before it’s been dispatched, we will confirm with you by email that we have been able to cancel the order in time. In that case, we will process the cancellation refund within 2 working days. Please allow up to 5 days for it to be available in your bank account.

If the order has already been dispatched, please read about how to arrange returning the items to us. Once we receive the parcel and have checked that the items are still in perfect condition, we will confirm with you by email. Then the refund will be processed within 2 working days. However, please note that the delivery cost will only be refunded in exceptional circumstances. Please allow up to 5 days for the refund to be available in your bank account.

What payment options do you offer?

You can pay for orders by credit card and debit cards, we accept Visa Debit, Visa Credit, Mastercard and American Express.

You may also apply for a business 30 day credit account, simply complete the online application form and we will process your application within two working days for you. Then when you place an online order, we will invoice you and you’ll have 30 days to pay the invoice.

When will the payment be taken from my account?

If you opt to pay by credit card or debit card, the payment will be processed online straight away at the time of the order.  

If you order via a business 30 day credit account, you will be invoiced at the time of the order. You will be required to pay the invoice within 30 days of the order date. You can pay for the invoice by the following methods: BACS, online bank transfer, credit or debit card via PayPal or by cheque.

Will I be charged VAT on my orders?

Yes, by default, you will be charged VAT on all items.  We have provided the facility within the website to view products either with or without VAT for your convenience, however you will be charged VAT when you pay for your order.

Do you offer any discounts for bulk purchases?

Yes we do offer bulk discounts, as follows:

For all stocked items  – if you purchase 10 or more of an item you will pay 2.5% less per item.

If you purchase 20 or more of a stocked item you’ll get a 5% discount on those items.

If you buy 100 or more of a stocked item you’ll get a 10% discount on those items.

Can I order a sample of a product?

Please order one of the item online. We offer next day delivery on orders placed before 2pm, when delivering to UK mainland. Your single product will be with you very quickly, so that you can evaluate the product and go back online to order more when you are happy that the sample meets your needs.

Can I check availability of items online?

All items on the website are in stock, unless there is an “out of stock” indicator displayed. If we have less items in stock than you need for your order this will also be displayed on the product page once you have entered the quantity you wish to order.

If it appears the product is out of stock on the website, please contact us, we can advise you on the next delivery date.

How do I know which size to buy?

Each product listed on the website has sizes displayed under Additional information. In some cases, where the sizing can be quite complex such as scrub suits or slipper socks, you might find it helpful to look at the detailed sizing information on the individual product data sheets or in our product catalogue.

All sizes are shown in metric measurements (cm, m, kg etc). If you need to convert to imperial measurements, try this converter.

Can I buy contract textiles?

Yes, we sell textile products suitable for contract purposes such as hotels, bed and breakfasts and hostels. Read more

How much does delivery cost?

For orders over £100 including VAT, delivery is free to UK mainland addresses.  The delivery cost for your order to your address will be calculated in the checkout. Please contact us if you have any other questions about delivery costs.

What is the minimum order value for free delivery?

All orders over £100 including VAT are eligible for free next day delivery to addresses in mainland UK (excluding Scottish Highlands).

If you live outside of mainland UK, please check our delivery charges information.

When will my order be dispatched?

As we hold large quantities of stock, we can fulfil your order straight away. Your order will be dispatched as soon as possible. If you place an order before 2pm on a working day (see our opening hours), your parcel will be dispatched the same day. If your order arrives to us after 2pm, it will be dispatched the next day.

How do I track my delivery?

If your delivery is to a UK mainland address, you will receive an email with a link to the parcel tracker service provided by either Parcelforce, APC or DX. Track your delivery online by clicking the link.

If your delivery address is not in mainland UK, please contact us with any delivery queries.

What should I do if my delivery is late?

UK Mainland

If your delivery is late, please firstly check the delivery tracker online (you will have received an email from us with an online tracking link). If the tracker isn’t working, or if you have further questions please contact us to let us know that your delivery is late so that we may help you.

Other delivery areas

Please contact us to let us know that your delivery is late so that we may help you.

How does the UK mainland next day delivery service work?

Deliveries to UK mainland addresses are despatched the same day (if the order is received by 2pm). The delivery will arrive the next day before 5pm.

I live in the UK but not mainland, how long will my delivery take?

Northern Ireland:  Your delivery will take 2 days to arrive.

Scottish Highlands, Isle of Wight, Channel Islands, Isle of Man: Your delivery will take 3 days to arrive.

Do you deliver overseas?

Yes, we can deliver to non-UK addresses, however the website postage calculator won’t be able to provide you with the postage cost. Please select the items you wish to buy, add them to the shopping basket, then click on Share & Save Basket and send the basket link to us by using the contact us form. We will calculate the most effective delivery cost and let you know within one business day.

What is your refunds policy?

To be eligible for a refund, the item/s must be either unused and in the same condition that you received it and be returned in the original packaging so that it is fit for resale; or be faulty at the time of delivery. Please read our returns policy for more information.

My delivery has arrived but is incomplete, what can I do?

Please refer to your delivery note to check that we haven’t despatched a part-order. If the delivery note shows the complete order please contact us as soon as possible, we’ll sort it out for you.

I’ve received a faulty item, what do I do?

Please contact us as soon as possible, we’ll sort it out for you.

How do I return something to you?

Please send the items in original package with the delivery note, to our warehouse: Victoria Works, Whitwell Green Lane, Elland, West Yorkshire, HX5 9BJ.

Once your returned items are received and inspected, you will receive an email to notify you that we have received your returned item/s and that the packaging is intact. We will also notify you of the status of your refund application shortly after. Please read our returns policy for more information.

Can I return something and receive an exchange?

If you would like to exchange an item please email us with the details. Please read our returns policy for more information.

Is there a time limit for returns?

You have 31 days to return the item to us. Please read our returns policy for more information.

What are the benefits of opening an online account?

Open an online account and you’ll find it much easier and quicker to purchase from us next time. Once you login to the website, all your details will be pre-populated so you don’t have to tell us your payment and delivery details again.

Repeat ordering: You will also be able to use the Quick Order form, which provides an easy way to re-order items you’ve purchased from us in the past.

Previous orders: You will be able to view a list of all previous orders online, included order date, items ordered, order number and a total order cost.

I’ve forgotten my password, what do I do?

Please use the “Forgotten password” link on the login page, then you will receive an email with a link to set a new password yourself. This is the quickest and easiest way to change your password. Alternatively, you could contact us and our team will do their best to assist you.

 

How can I get in touch with your Customer Services team?

Please use the details on the Contact page, you can either send an email or phone us. Office opening hours are 8:30am to 5pm Monday to Friday.

I’m having problems logging into my online account, what should I do?

Please use the forgotten password link to have a new password emailed to you. If you have forgotten the email address you used to log in, please contact us for some help.

I’d like to close my online account, how do I do this?

We’re sorry to see you go but please contact us, we’ll be able to help close down your online account.

How do I dispose of old pillows and duvets?

Commercial waste collecting companies will accept old duvets and pillows in the landfill bin, however as they’re so large, they will take up a lot of space.

Unfortunately, every year 14 million duvets, pillows and mattress toppers end up in UK landfills – so thinking of an alternative to this disposal method would be better for the environment.

Some people recommend trying to donate them to a local pet refuge, such as the RSPCA, for animal bedding. Other people suggest asking colleagues, friends and family who own dogs to see if they want them for pet bedding.

Other people have put cotton and feather duvets in compost bins and they have over time biodegraded down to mulch, but you need to remove all poppers, labels etc before putting in the compost.

How do I use a slide sheet?

Slide sheets are used to move patients in a variety of different positions. Professional patient handling training is recommended for anyone attempting to use a slide sheet.

Who wears blue scrubs?

In NHS England hospitals, some theatre staff wear light or mid blue scrubs, so do A&E staff nurses, nurses and sisters. Sometimes, NHS England consultants and hospital doctors wear blue theatre scrubs too.

In NHS Scotland hospitals, you’ll see nurses and midwives wearing mid blue uniforms and clinical support staff wearing pale sky-blue uniforms.

In NHS Wales hospitals, scrubs are only worn in operating theatres. However, the following staff do wear blue nursing tunics: staff nurses, sisters / charge nurses, clinical nurse specialists and midwives.

In private hospitals, clinics, veterinary practices, GP surgeries and residential care homes you may see staff wearing blue scrubs too. Each business will have their own proprietary dress code to adhere to.

How do I put on a scrub suit?

Hospital staff wearing scrubs suits in theatre must follow the strict instructions provided by the hospital.

The following are typical instructions:

  1. Put on the short sleeved scrub suit top over your head. Make sure that any undergarments are fully covered. The sleeves would ideally be at least 10cm above the elbow to avoid getting wet sleeves.
  2. Put on the scrub suit trousers, again making sure any undergarments are fully covered. Pull the tie-waist closed. Make sure that the trouser legs do not touch the floor at all, to avoid transferring bacteria from one area to another.
  3. Wear closed toe non-slip theatre shoes or boots.
  4. Hair must be completely covered with a clean, disposable theatre hat. Beards must be covered with a beard hood.
  5. Follow the set scrub up procedure, which involves intensive hand and arm washing for at least 5 minutes, to remove bacteria on the skin and in the top layers of skin.
  6. Finally, put on a surgical mask over your face and protective spectacles.

If you are wearing a scrub suit for any other purpose, e.g. it’s your nursing uniform and you won’t need to enter an operating theatre, you can wear your scrub suit top over another piece of clothing such as a t-shirt or vest.

The Interweave Performance scrub suits are fully reversible. For the scrub suit top you wear it with the v-neck at the front and you can wear it inside out as the stitching is fully enclosed and there are pockets on both sides.  For the scrub suit trousers, the stitching is again fully enclosed and there are pockets on both the inside and outside, meaning you can turn them inside out to wear them.

What can I do if I am not happy with the service?

We try very hard to provide high quality customer service to all our customers, so if you felt the service could have been better please do contact us and send an email outlining any issues you have experienced. We welcome the opportunity to listen to your feedback and make improvements to make sure we are constantly striving for excellence.

How do I unsubscribe from Interweave marketing emails?

If you would like to stop receiving marketing communications from us, please open up a previous email you have received from Interweave and click the Unsubscribe link at the bottom of the email. This will automatically prevent us from sending you any email marketing messages.

Otherwise, if you can’t find a previous email please contact us to request that we opt you out.

Please note that even if you have unsubscribed from marketing communications, our Customer Services team will still be in touch with you about any orders you have placed as part of our after-sales service.

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