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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.

Account

1. Do I need to create an account to make a purchase?

Yes. You will need to create a buyer account to complete a purchase on Circular Sourcing.

2. Can I get help finding a specific fabric?

Yes. Please get in touch with the Circular Sourcing team and let us know what materials you are looking to source — we’re happy to help.

3. Privacy: once I make a purchase, will my account details be shared with the seller?

The seller will receive only the information required to fulfil your order. This includes the name you provide, shipping address, email address, and phone number (if you choose to provide it).

4. How do I change my password?

To change your password, go to the login section (top right of the page) and select “Forgot password”. You will be prompted to reset your password via email.

General

1. Can I speak to someone for advice before purchasing?

For specific fabric enquiries, you can contact the seller via the product listing page before making a purchase. For all other enquiries, please contact the Circular Sourcing team via our contact page.

2. How do I complete a care test on fabric I have purchased?

For professional care testing services, contact a specialist textile lab such as VicLab.

For self-testing guidance, please refer to our recommended resources on fabric care testing.

Order

1. Can I make changes or cancel my order after it has been placed?

Once an order is confirmed, it cannot be changed.

If you believe an order has been placed in error, you may contact the seller immediately via your Circular Sourcing dashboard. Cancellation is not guaranteed and remains at the seller’s discretion, subject to our Refunds & Returns Policy.

Payment

1. Can I use multiple discount codes for one purchase?

Yes. There is no limit to the number of discount codes that may be applied in a single transaction.

2. I forgot to apply a discount code — can I be refunded the difference?

No. Discount codes must be applied before completing checkout. We are unable to refund missed discounts.

3. Can I purchase from multiple sellers in one order?

Yes. You can purchase from multiple sellers in a single checkout. Please note that shipping charges apply separately for each seller.

4. What forms of payment are accepted?

We accept credit and debit cards (Amex, Visa and Mastercard via Stripe), PayPal and Direct Debit (on request).

Products

1. I received material with fabric faults — what do I do?

Please refer to our Fabric Faults Policy for acceptable fault limits.

If you believe faults:

please contact the seller via your dashboard messaging system. If a resolution cannot be reached, contact the Circular Sourcing team by email.

Please note that integrity-based faults (such as mould, degradation or unsafe fabric) are not permitted on the platform. Where these are identified, buyers are eligible for a return and refund in line with our Fabric Faults Policy.

2. Can I request swatch samples?

Sellers may choose whether or not to offer swatches. If swatches are not enabled on a listing, please do not contact the seller to request one.

Instead, you may:

Swatch sizes may vary between sellers. Our general guide is approximately 5cm × 5cm.

3. Why do sellers have different Minimum Order Quantities (MOQs) and Maximum Order Quantities?

Sellers set their own MOQs and maximum quantities based on their operational needs. Please respect the quantities listed and do not request alternative quantities directly from sellers.

If you are searching for specific quantities, contact the Circular Sourcing team for assistance.

4. Can I return fabric if the colour isn’t what I expected?

No. Colour is subjective and varies across screens, lighting conditions and dye lots. Colour variation is not considered a fault or misdescription.

We strongly recommend ordering swatches or viewing fabrics in our showroom before placing bulk orders.

Impact & Sustainability Data

How can I use Circular Sourcing’s impact or sustainability data?

Impact and circularity data provided by Circular Sourcing is for internal evaluation and decision-making only.

Impact data may only be used in relation to materials purchased directly through Circular Sourcing and may not be applied to materials sourced elsewhere.

Impact data must not be used in public-facing marketing or sustainability claims without independent verification and written approval from Circular Sourcing.

Refunds, Exchanges & Returns

1. What is the returns and refunds policy?

Fabrics are generally sold as-is and are eligible for return or refund only if they are faulty beyond acceptable limits or materially misdescribed. Please refer to our Refunds & Returns Policy for full details.

2. I changed my mind — can I return my purchase?

No. Change-of-mind returns are not accepted.

If you are a registered business and no longer need purchased fabric, you may be able to apply to become a seller and re-list the material on Circular Sourcing.

3. I received the fabric and it wasn’t as described. Can I return it?

If a delivered product is not as described or the incorrect material has been supplied, contact the seller immediately via your dashboard. If the issue cannot be resolved, contact the Circular Sourcing team by email.

Shipping

1. How are shipping fees calculated?

Flat-rate shipping applies to swatches and cut metres based on weight. Shipping fees and taxes are itemised at checkout and on your invoice.

Sellers choose their own shipping carriers, though Express Post (or equivalent) is encouraged.

2. How are shipping costs handled for fabric rolls?

Shipping for fabric rolls varies significantly and is confirmed after purchase.

For roll orders:

Buyers may also organise their own courier or select pickup if available at checkout.

3. When will my order be shipped?

Sellers are expected to process and dispatch orders within 2–3 business days unless otherwise stated on the listing. Delivery typically takes an additional 5–7 business days.

4. How will I know my order has shipped?

Once shipped, order status and tracking details will be visible in your customer dashboard and sent via email.

5. Can my order be delivered to a PO Box or Parcel Locker?

This depends on the seller’s chosen carrier and cannot be guaranteed. We recommend providing a physical address to avoid delays.

6. Can I organise my own courier?

Yes. Buyers may arrange their own courier for roll orders by agreement with the seller.

7. Where can orders be delivered?

Please refer to each individual product listing for eligible shipping countries as this will vary from Seller to Seller. Most of our fabrics ship to Australia, China and New Zealand.

For international orders:

If you are based outside Australia, please contact the Circular Sourcing team prior to ordering.

8. My order hasn’t shipped — what should I do?

If 7 days have passed without shipment, contact the seller via your dashboard. If no response or shipment occurs within 15 days of ordering, contact the Circular Sourcing team for assistance.

Buying on Circular Sourcing

Can I buy directly from sellers outside the platform?

No. Buyers must not attempt to complete transactions outside the Circular Sourcing platform. Requests to transact off-platform are a violation of our Buyer Terms and may result in account suspension or removal.

Can I share the identity of the seller I purchased from?

Some sellers operate under alias store names. Buyers must not disclose or promote seller identities publicly.

If referencing sourcing publicly or commercially, Circular Sourcing should be credited as the source.

Showroom

1. Where is the showroom located?

The Circular Sourcing showroom is located at Studio 6, 124 Whitehall Street, Footscray VIC 3011. Appointments are available generally on Monday, Tuesday, Wednesday and Friday – by appointment only. As we have over 1000 SKUs, we kindly request you to book an appointment and let us know what fabrics you are interested in ahead of time. Even better, save your favourite fabrics in your Wishlist so we can find help you find exactly what you’re looking for.

2. Are all materials listed available to view in the showroom?

Yes. Please let us know which materials you would like to view when booking your appointment.

3. How do I book a showroom appointment?

Showroom appointments can be booked here. 

Policies & Links

Need Help?

If you have any other questions or need assistance, please contact us at hello @ circularsourcing . world

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