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 Web site?
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.
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 through Oct. 19, 2008, and adheres to industry standards in assuring secure transactions. Here is a link to our Online Privacy Pledge and Security Information: http://www.drgnetwork.com/pages/privacy_policy.html
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 2 weeks. If you have a problem with your order, please let us know.
How long does it take to receive my drop-shipped order (coming directly from the manufacturer)?
It can take up to 4 to 6 weeks to receive some of our products shipped directly from the manufacturer. Some items are special orders by the customer and, therefore, take longer to make. Drop shipped items cannot be shipped outside the contiguous 48 states unless otherwise noted in the product description. Must use street address. No P.O. Boxes.
How do I know if you received my order and when it has shipped?
If you have provided us with your e-mail address, you will receive an e-mail confirmation when we receive your order and when your order is shipped.
Is my order shipment able to be tracked?
We ship all orders over $80 via a traceable method. If you use a Post Office box, please provide a physical address for delivery.
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 e-mail address, you will receive an e-mail confirmation when we receive your order. If you do not receive e-mail confirmation, you may either re-submit your order online or contact customer service toll free at 800-545-4002, Monday through Friday, 8am - 7pm 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 e-mail.
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 Web site 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 2 weeks after a request has been made. If it has been more than 2 weeks since your request, please send your request again to Customer_Service@Clotilde.com.
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 Web site. 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.
Send both the old and new address along with your address change request, by calling us toll free at 800-545-4002, Monday through Friday, 8am - 7pm CT, contact us via our convenient online form, or by U.S. mail to: P.O. Box 7500, Big Sandy, TX 75755.

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

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 regret that we do not offer international shipping at this time.

Why didn't I receive my email message?

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

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

Stand Alone Applications
 E-mail 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 e-mail. You may want to contact your internet service provider to confirm that you are able to receive e-mails from our e-mail address above.

AOL® Users:
  1. Open your Clotilde.com e-mail.
  2. Click on the 'Add Address' icon in the toolbar.
  3. enews@Clotilde.com is automatically placed in the name and e-mail field in the 'Add Contact' pop-up box. Verify the information is correct and then...
  4. Click the 'Save' button.
  5. Clotilde.com will be entered into your AOL Address Book.
For more information, click here for AOL Support.
Yahoo!® Users:
  1. Open your Clotilde.com e-mail.
  2. Click the 'Add to Address Book' link next to the icon on the far right.
  3. enews@Clotilde.com is automatically placed in the e-mail field in the 'Add to Address Book' page. Verify the information is correct and then...
  4. Click 'Add to Address Book'.
  5. Clotilde.com will be entered into your Yahoo! Address Book.
For more information, click here for Yahoo! Support.
Hotmail® Users:
  1. Open your Clotilde.com e-mail.
  2. Click 'Save Address(es)' at the top of the message.
  3. enews@Clotilde.com is automatically placed in the e-mail field in the 'Add to Address Book' page.
  4. Clotilde.com will be entered into your Hotmail Address Book.
For more information, click here for Hotmail Support.
Earthlink® Users:
  1. Open your Clotilde.com e-mail.
  2. Click your mailbox's 'Message' menu and choose 'Add Senders' to your Address Book.
  3. Clotilde.com will be entered into your EarthLink Address Book.
For more information, click here for EarthLink Support.
Outlook 2000 and Higher Users:
  1. Open your Clotilde.com e-mail.
  2. Click on the Actions menu on the top of your email window.
  3. Choose Junk Email
  4. Select Add Senders Domain.... to Safe Senders List to add DRGnewsletters.com Clotilde.com to your safe sender list.
Gmail Users:
  1. Open your Clotilde.com e-mail.
  2. Click on "more options" in the email header.
  3. Click "add sender to contacts list" to add DRGnewsletters.com Clotilde.com to your safe sender list.

Corporate E-Mail
 If the e-mail address you entered for your order is a corporate e-mail address and your company's network filters for junk e-mail or e-mail that is not business related you may not receive the confirmation or shipping status e-mails.

Your Computer
If your e-mail program allows you to set up restrictions around incoming e-mails you may want to review this as a possible cause.
 

Pattern instructions or conversions
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 e-mail address, along with your request to be added to our mailing list, by calling us toll free at 800-772-2891, e-mail us at Customer_Service@Clotilde.com 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 calling us toll free at 800-545-4002, Monday through Friday, 8am - 7pm CT, e-mail us at Customer_Service@Clotilde.com or by U.S. mail to: PO Box 7500, Big Sandy, TX 75755.