FAQ - Frequently asked questions about our shop
Anything unclear? Then give us a call, write an email to our support or use the contact form at the bottom of each page! We will be happy to help you immediately!
Questions about your order
No, you are not bound to a minimum order value at KATTUN.
Yes, our minimum order is 0.5 meters per fabric. In addition, we cut for you in steps of 10 cm.
We offer you following payment possibilities: PayPal, payment in advance, AmazonPay, Sofortüberweisung or Invoice by Klarna, credit card, IDEAL and EPS.
Please note that a payment by invoice is not always available.
Of course we also offer gift voucher for your loved ones. The voucher will be sent to you or the recipient by e-mail with a PDF-attachment immediately or at a desired date. The recipient does not have to spend the whole amount at once, we can credit the remaining amount for further orders.
If you want to use a voucher at KATTUN, you should pay attention to the following: You can use your coupon to pay for items in our complete assortment. Your voucher is valid only for the value of your order, i. If you have items with a total amount below 49 Euro in the shopping cart you have to pay shipping costs. From an order value of 49 euros, we will deliver your shopping cart, of course, free of charge.
We are always happy when we can offer you great offers and promotions. Our shop system, however, only allows one coupon per order. Discounts can not be combined! Coupons can generally only be used if you choose the regular checkout via the "cashier". When paying with PayPal Express or AmazonPay directly from the product view or the shopping cart, no coupon entry is possible.
Questions about the products
We create almost all of our product images ourselves in our own photo studio and prepare them for the online shop on calibrated monitors. It is therefore very important to us to present our goods as true to color and true to scale as possible, in order to make it easier for you to choose your combinations correctly. Please note, however, that the display of your computer, tablet or smartphone may show the colors slightly differently. Just contact us if you are not sure. We are happy to help. We photograph almost all fabrics (except for very large samples such as panels, etc.) from the same distance with the same focal length in order to get a good impression of the size of the sample in the article overview.
When obtaining new fabrics, we try to select a suitable cuff from our range and link it directly to the product. You can usually see from the description whether it is an "exactly fitting" (basic tone of the fabric is hit very precisely), a "fitting" (basic tone is hit very well) or the "original" cuff from the manufacturer. If we do not have a very well-fitting cuff in our range, we do not put a link and you have to look around our cuff offer yourself to see what you like best. One possibility is to put several fabrics or cuffs on the comparison list.
The ordered quantity should of course match your planned project / pattern. However, there are the following points to consider:
- the fabrics can shrink slightly when washed before sewing
- some reserve ensures relaxed sewing
- you have the opportunity to spontaneously implement one size larger
- you can still make changes that require additional fabric during the creative implementation of the sewing project
- Leftovers are not waste, but can be reused for great sewing or handicraft projects
In every product view there is a possibility to ask questions about the respective product. You can recognize the field by the question mark (next to wish list and comparison list). We will then contact you immediately and answer your request. Of course, you can also get rid of any questions via our contact page at the bottom of each page - just contact us if you need any help. We are happy to help.
The problem lies in doublefolding the fabrics at the manufacturer, i.e. the fabrics are doubled from about 1.50m width to 0.75m width and then rolled up again in order to facilitate shipping and handling in the trade. This is done by a so-called duplicating machine. Depending on the type of fabric, this often results in non-uniform tension, which means that a fabric is wound up "warped". Unfortunately, this is very problematic for us dealers. We are aware of this and are in contact with the manufacturers about this issues. We try to correct the problem as best we can when cutting the orders. However, this is sometimes not easy or not possible. In such a case, we then cut off more of the fabric so that the ordered length is definitely achieved at the shortest point. We therefore ask for your indulgence if a fabric is not cut straight. We try to minimize this as much as possible for you.
Yes this is not a problem. You can easily order fabric samples via the following link: Farbic samples and colour cards
We usually reorder products that are still displayed in the shop but are not available at the moment. It is possible to set up an availability request in the article view. You can also send us a message and ask. We have generally removed items from our range that can no longer be found in the shop.
Questions about the shipping
You can find all information about shipping costs here: Shipping costs
Normally, we will hand over your order to DHL on the same day (if you choose prepayment as the payment method after the time of receipt of payment), but no later than the next day. Therefore, you should have your order in your hands within 72 hours within Germany. Deliveries to other EU countries and Switzerland take 3-7 working days. Shipments overseas may take up to 30 working days. You will be informed of the status of your order at any time by email or you can also monitor it via the delivery tracking of the delivery service.
Normally, KATTUN only displays those articles that are actually available. Although our product database is updated at very short intervals, it can happen in exceptional cases that an item is already out of stock by the time you send your order. In the case that several people order an article at the same time that is only marginally available, it is unfortunately only after your order has been processed that it can be determined whether the desired article can be delivered. If an order cannot be carried out due to low stock, we will of course inform you as soon as possible. In addition, the greater the period between placing the product in the shopping cart and “placing the order”, the greater the likelihood of a sale of reduced items. As soon as we process your order in the warehouse, you will receive definitive and reliable information about your order from us by email.
Questions about returns and claims
Please contact our customer service by replying to the order confirmation or shipping confirmation email or via the contact form or by phone. Photos are always helpful! Usually we will send you a return label and you will receive a replacement or a refund. Especially when cutting duplicated fabrics, a mistake can be overlooked on the inside or underside. Of course, we do our utmost to ensure that our goods leave our house in perfect condition.
Returns cause costs and environmental pollution that should not be underestimated. We ask you to choose your goods carefully and are always ready to answer your questions about articles and to support you in putting them together. Buying fabrics by the meter over the Internet is sometimes not easy. We are specialists, of course we know that and are happy to help! You can of course make use of your right of return and send the goods back at your own expense (as long as they are still unused and in their original packaging). Please note: individually tailored fabrics are excluded from the right of return. In such a case, we still ask you to contact customer service. Since customer satisfaction is particularly important to us, we usually find an accommodating solution. As long as returns are still very rare with us, we are happy to do so.
Questions about the shop account
If you have forgotten your password, you can request and create a new password under "Login". All you need to do is enter under "Forgot your password?" simply enter the email address you used to register with us. You will then receive an email with a link with which you can create a new password.
Various functions are available to you within the customer account. For example, you can view all of your orders of the past, check your parcel status, change your password or personal data, as well as delivery and billing addresses. Your contract data / orders are also saved here. Your personal wish lists are of course also available to you.
You can find all information about commercial customers here: Commercial customers
In order to be able to place an order with KATTUN, you have to allow the security settings of your browser to write so-called cookies on your PC. Cookies are small data sets that are stored on your hard drive by our website and enable recognition. We use cookies to carry out frequency, page usage and marketing evaluations. For all evaluations, we use cookie information exclusively without connection to personal address data, i.e. completely anonymized. The use of cookies is a common practice on the Internet and improves convenience for visitors by allowing websites to be better tailored to them. The cookies we write on your computer remain there indefinitely and you can delete them at any time. You can switch off the storage of cookies at any time by changing the security settings in your browser, or prevent them in advance. Please note, however, that shopping at KATTUN is no longer possible.
The security of your data is extremely important to us. As a customer at KATTUN you can make your purchase free of any fears. In general, you can visit our website without leaving any personal data. However, we need your data in the following cases: when ordering, when subscribing to the newsletter. The information you provide about yourself or your interests will only be used by us to provide you with the best possible service and an offer tailored to your needs. We protect your personal information in every possible way.