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Frequently Asked Questions

Order Related | Pattern Instructions or Conversions | Promotions

Order Related

How do I know that my credit card is secure when I order from your website?
We use Secure Sockets Layer (SSL) software that is among the best available today for secure Internet transactions. When you place an order online, this software encrypts all of your personal information, including your credit card number, so that it cannot be read as it travels over the Internet.

Can I place my order by phone?
Yes, you can! Just call us at (800) 772-2891, Monday through Friday 7 a.m. to 9 p.m., Saturdays from 7 a.m. to 5 p.m., and from 9 a.m. to 5 p.m. on Sundays, CT. You can also mail your order to us at Clotilde, P.O. Box 7500, Big Sandy, TX 75755.

I was about to place an order online when I was notified that the name on the Security certificate is not Clotilde.  What can you tell me about it?
The certificate is issued to the parent company of Clotilde, DRG Texas, LP. The current certificate is valid and adheres to industry standards in assuring secure transactions. Here is a link to our Privacy/Security information.
Can I change my order?
Our goal is to ship your order as soon as possible. Therefore, we are unable to change your order once you have submitted it and before it is shipped.
How long does it take to receive my order?
Orders generally arrive within 6-8 business days. Orders sent to Alaska, Hawaii, U.S. Territories and Canada may take up to 18 business days. Please see below for the shipping time for drop shipped items.
How long does it take to receive my drop-shipped order (coming directly from the manufacturer)?
Some items are shipped directly from the manufacturer. These items can take a little longer to be delivered. You'll find the delivery information specific to your product in the product description.

Drop ship items can only be shipped to the contiguous 48 states unless otherwise noted in the product description. They also require a street address, and cannot be shipped to a P.O. Box.
How do I know if you received my order and when it has shipped?
If you have provided us with your email address, you will receive an email confirmation when we receive your order and when your order is shipped.
Can my order be tracked?
Most orders can be tracked in shipment. If you provided your email address to us, we'll send you an email when your order is shipped which includes the tracking number. Just click on that number to find out where your order is. A few orders are shipped via first-class mail and can't be tracked.
Why is sales tax added to the shipping and processing on my order?
The individual states tell us that we must tax shipping and processing charges. This is not a company policy but a state requirement.
I submitted my order and got an error message. Did it go through?
If you have provided us with your email address, you will receive an email confirmation when we receive your order. If you do not receive email confirmation, you may either re-submit your order online or contact customer service toll free at (800) 545-4002, Monday through Friday, 8 a.m. to 7 p.m. CT.
On my last order an item was back-ordered. When will this item be available to ship?
We receive most of our back-ordered items at our warehouse within 30 days of the date orders are placed. If there is delay in receiving the product, we will notify you by mail or email.
How long does it take to receive a drop-shipped, back-ordered item?
We notify you as soon as the manufacturer lets us know that the item is back-ordered. We will then let you know the estimated date that the item will be available.
Do you carry...?
Our catalog is updated frequently. You can search our website to locate the product.
Do you have product suggestions? We'd love to hear from you! Just click here to go to our online form.
I requested a catalog and haven't received it yet. How long does it take?
You should receive your catalog within 4-6 weeks after a request has been made. If it has been more than 4-6 weeks since your request, please complete our online form to locate your catalog.
Requests for print catalogs from outside the United States
We do not mail catalogs outside the US. However, we do accept orders from our Canadian neighbors through our website, by phone or mail. At this time, we are able to guarantee the delivery of orders within the United States and Canada only. We encourage our Canadian customers to check out our online catalog. We are able to offer a wide assortment of patterns and supplies online.
I have moved and need to change my address.
You can change your address by using this online form or by mail at P.O. Box 7500, Big Sandy, TX 75755. Please be sure to include your old and new address along with your address change request. You can also call us at 1-800-545-4002 to make the request.

How do I return a product?
Returns Policy
Your complete satisfaction is guaranteed. If you are not pleased with your purchase for any reason, return the item within 90 days for an exchange, credit or refund.

Send the product and a copy of your receipt which includes all of your account information to:

Clotilde
P. O. Box 7500
Big Sandy, TX 75755

We do not accept returns for downloaded material. However, if you are experiencing technical difficulties, please contact customer service. Notification of any issues must occur within 10 calendar days of the original sale.

How do I return a product that was drop-shipped to me?
Simply contact us, and we will work out the details of shipping the product back to the manufacturer.
I have a question about how to sew a particular item. Can you help me?
We are sorry, but we only carry the sewing notions in our catalog. For quilting basics, click here.
Which type of presser foot fits my machine?
Click here for our 'Helpful Tips' information page.
I need to change my password.
Click here and fill out the simple form.
Do you ship orders overseas?
We are not able to ship orders to international addresses, but we encourage international customers to order from us by using the services of Bongo International. Information about this service can be found at BongoUs.com.

International customers can purchase electronic downloads directly from our site.

Why didn't I receive my email message?

Typographical error in the email address entered during registration.
We've found the most common reason that emails are not received is that a typographical error was made while entering an email address. Sign in on the site and modify your account information.

Preferences or email filters may be blocking our email.
Most email filters control unwanted email by blocking email addresses originating from an unwanted source. If you suspect that an email filter is preventing you from receiving your order and shipping confirmations for orders from our site, you will need to add our email address enews@Clotilde.com to your address book or list of approved senders. This applies to the following:

Stand Alone Applications
 email programs installed on your computer to control junk mail (such as Human Authenticator, HushMail Spam Control, Mailblocks, Spam Arrest or Spam-Sieve).

Internet Service Providers
Add Clotilde.com to your safe sender's list
Some internet service providers filter email. You may want to contact your internet service provider to confirm that you are able to receive emails from enews@Clotilde.com. If you continue to experience issues receiving our emails, you may want to subscribe to a free email service provider (such as Gmail, AOL Mail or Hotmail) to receive emails from us. You will need to update your account on the site, and re-sign up for your daily emails.

Corporate email
 If the email address you entered for your order is a corporate email address and your company's network filters for junk email or email that is not business related you may not receive the confirmation or shipping status emails.

Your Computer
If your email program allows you to set up restrictions around incoming emails you may want to review this as a possible cause.
Check processing details
When you provide a check as payment, you authorize us either to use information from your check to make a one-time electronic fund transfer from your account or to process the payment as a check transaction. When we use information from your check to make an electronic fund transfer, funds may be withdrawn from your account as soon as the same day we receive your payment, and you will not receive your check back from your financial institution.
 

Pattern Instructions or Conversions
Do you have pattern corrections posted on Clotilde.com?
Yes, if you are a Clotilde customer and have purchased a pattern with incorrect or unclear instructions, please click here for an errata document.
Where can I find color conversions for embroidery floss?
For a listing of color conversions, click here.
 

Promotions
How do I get special discounts and offers from Clotilde?
It's easy! Send us your mailing and/or email address, along with your request to be added to our mailing list, by calling us toll free at (800) 772-2891, completing our online form, or by U.S. mail to: PO Box 7500, Big Sandy, TX 75755.
My claim code is not working or I forgot to include my claim code with my order. May I still use it?
Customers may send the claim code or type of promotion that was to be received, along with their account information, by completing our online form, calling us toll free at (800) 545-4002, Monday through Friday, 8 a.m. to 7 p.m. CT, or by U.S. mail to: PO Box 7500, Big Sandy, TX 75755.
Clotilde, LLC, Mail Order & Catalog Shopping, Big Sandy, TX
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