Buyer FAQs
This Buyer FAQ is intended as a practical guide to help you use the Circular Sourcing platform. It should be read together with our Buyer Terms & Conditions and related policies. In the event of any inconsistency, the Buyer Terms & Conditions prevail.
Ordering
Do I need an account to buy?
Yes. You will need to create a buyer account to complete a purchase.
Can I get help finding a specific fabric?
Yes. For questions about a particular listing, message the seller from the product page. For anything else, including help sourcing a material you cannot find, contact the Circular Sourcing team and tell us what you are looking for.
Can I buy from more than one seller in a single order?
Yes. Shipping is charged separately for each seller in your order.
Why do sellers have different minimum and maximum order quantities?
Sellers set their own quantities based on how they cut and store their stock. Please order within the quantities shown on the listing and do not ask sellers for alternatives. If you need a quantity that is not available, contact the Circular Sourcing team and we will see what we can do.
Can I change or cancel my order after placing it?
No. Placing an order is a firm commitment to purchase, and sellers often begin cutting or preparing your material as soon as the order comes through.
If you have placed an order in error, contact the Circular Sourcing team immediately. We will look at it case by case, but cancellation is not guaranteed.
Shipping and Delivery
How is shipping calculated?
Two ways, depending on the listing.
Flat rate, shown at checkout. Swatches and cut metres shipping within Australia, priced on weight.
Confirmed after you order. Anything shipping from overseas, and full rolls or bulk quantities. These listings are identified at checkout before you place the order.
Why is shipping confirmed after I order on some listings?
Freight for rolls, bulk quantities and overseas consignments is priced on the actual dimensions and weight of the shipment. That can only be confirmed once the seller has prepared your order.
Why is shipping expensive on some orders?
Freight is priced on volume and weight, not on the value of your order. On small quantities from overseas sellers, shipping can be a large proportion of your total. Ordering larger quantities, or combining materials from the same seller, reduces the cost per metre.
Can I get a shipping estimate before I order?
Yes. Email us the listing and the quantity you want and we will price it before you commit. Estimates given before an order is placed are indicative and may change once final dimensions are confirmed.
What happens after I place an order that needs shipping confirmed?
- You place the order and commit to buy.
- The seller prepares your material and confirms freight.
- We send an invoice for the final total, usually within 2 business days.
- You pay within the timeframe shown on the invoice.
If payment is not completed in time, the order may be cancelled and the stock released to other buyers.
Can I cancel if shipping costs more than I expected?
No. Ask us for an estimate before you order if you want certainty on the total cost.
Can I arrange my own courier?
Yes, on roll and bulk orders, by agreement with the seller. Pickup is also available on some listings and will be shown at checkout.
Where can orders be delivered?
Eligible countries vary by seller and are listed on each product page. Most fabrics ship to Australia, China and New Zealand. If you are outside Australia, contact the Circular Sourcing team before ordering.
For international orders, you are responsible for import duties, taxes and customs clearance.
When will my order ship?
Sellers are expected to dispatch within 2 to 3 business days unless the listing says otherwise. Delivery usually takes a further 5 to 7 business days.
How will I know it has shipped?
Order status and tracking appear in your dashboard and are emailed to you.
Can you deliver to a PO Box or parcel locker?
That depends on the seller’s carrier and cannot be guaranteed. Give us a physical address where you can.
My order hasn’t shipped. What should I do?
If 7 days have passed, message the seller from your dashboard. If there is no response or dispatch within 15 days of ordering, contact the Circular Sourcing team.
Payment
What payment methods do you accept?
Credit and debit cards (Amex, Visa, Mastercard via Stripe), PayPal, and direct debit (bank transfer).
I forgot to apply a discount code. Can I be refunded the difference?
No. Discount codes need to be applied before you complete checkout.
Products and Quality
Can I request a swatch?
Sellers choose whether to offer swatches. Where a listing does not have swatches enabled, please do not ask the seller for one.
Instead you can book an appointment to see the fabric at our Footscray showroom, in person or virtually, or contact the Circular Sourcing team, as we may be able to send you a swatch.
Swatch sizes vary between sellers. Our general guide is around 5cm x 5cm.
Can I return fabric if the colour isn’t what I expected?
No. Colour varies across screens, lighting and dye lots, and colour variation is not treated as a fault or a misdescription. Order a swatch or view the fabric at the showroom before committing to a large quantity where colour matters.
The fabric I received has faults. What do I do?
Surplus and circular materials carry some minor faults, and our Fabric Faults Policy sets out the acceptable limits.
If you think the faults go beyond those limits, or were not described on the listing, message the seller from your dashboard. If you cannot reach a resolution, email the Circular Sourcing team.
Integrity faults such as mould, degradation or unsafe fabric are not permitted on the platform. Where these are found, you are eligible for a return and refund under the Fabric Faults Policy.
How do I care test fabric I have bought?
For professional testing, contact a textile lab such as VicLab. For testing at home, see our DIY fabric care testing guide.
Returns and Refunds
What is the returns policy?
Fabrics are sold as-is. Returns and refunds are available where a material is faulty beyond acceptable limits or has been materially misdescribed. See the Refunds & Returns Policy for the detail.
I’ve changed my mind. Can I return it?
No. Change-of-mind returns are not accepted.
If you are a registered business and no longer need the fabric, you may be able to apply to become a seller and list it on Circular Sourcing.
What was delivered isn’t what was described. Can I return it?
Message the seller from your dashboard straight away. If the issue cannot be resolved, email the Circular Sourcing team.
Your Account
Will my details be shared with the seller?
Sellers receive only what they need to fulfil your order: your name, shipping address, email address, and phone number if you have provided one.
How do I change my password?
Go to the login area at the top right of the page and select “Forgot password”. You will be sent a reset link by email.
Showroom
Where is the showroom?
Our Melbourne Showroom is located at 124 Whitehall Street, Footscray VIC 3011
How do I book?
Appointments run Monday, Tuesday, Wednesday and Friday, by appointment only. Book an appointment here.
We hold over 1000 SKUs, so let us know which fabrics you want to see when you book. Saving materials to your Wishlist beforehand makes it much easier for us to have them ready.
Can I view everything in the showroom?
Yes. Tell us what you want to see when you book.
Impact and Sustainability Data
How can I use Circular Sourcing’s impact data?
Impact and circularity data is for your internal evaluation and decision-making.
It applies only to materials bought through Circular Sourcing and must not be applied to materials sourced elsewhere.
It must not be used in public-facing marketing or sustainability claims without independent verification and written approval from Circular Sourcing.
Platform Rules
Can I buy directly from a seller outside the platform?
No. Attempting to transact off-platform breaches the Buyer Terms and may result in your account being suspended or removed.
Can I say who I bought from?
Some sellers trade under alias store names, and buyers must not disclose or promote seller identities publicly. Where you reference your sourcing publicly or commercially, credit Circular Sourcing as the source.
Policies & Links
Need Help?
If you have any other questions or need assistance, please contact us at hello @ circularsourcing . world