Delivery & Returns

Ordering

Placing your order

Your initial estimate will be your order confirmation and this will outline your order in full including the exact measurements (in the unit provided) of your order – please always check this and if there are any amendments to be made to the order please ensure these are made to us by email within 24 hours of placing the order. If we have not been contacted within the 24 hour period we shall assume that all the details are correct.

It is your responsibility to provide accurate and complete measurements when ordering made to measure products.

We are not liable for any inaccurate and/or incomplete measurements provided.

We always recommend that you thoroughly consult our measuring guide/s before ordering.

Always double check your order details before making payment and placing an order.

Timeframes

Our made to measure products typically take 4-6 weeks for manufacture, sometimes longer at peak times.  We will advise you of this at the time of order.  We cannot take any liability for an order taking longer than anticipated and cannot guarantee an order to be fulfilled by a specific date.  We will always do our best and keep in contact with you throughout the manufacturing process.

We are also unable to guarantee a delivery date by our third party couriers or take any liability for this.

If your order contains poles and tracks, wallpaper or paint these items may be sent in advance of any made to measure products.  Delivery may be made directly by our suppliers and we may not be able to provide you with tracking details or delivery information.

Delivery

Delivery charges

We currently use Royal Mail/Parcelforce for delivery and ask for a signature on receipt.  Delivery is based on the size and weight of your items and will be calculated once your order is finalised.  Prices range from £16 to £30 as a guide.  Delivery is free on orders over £1,000.

Delivery details

We will use the address you provide when placing your order for all deliveries.

We’ll send you an email to let you know when your order has been sent out and this will contain a link to track it if it’s been sent using a tracked service.  As all of our products are made to measure, will advise on the lead time at the time of order.  Some items are dispatched directly from the manufacturer (poles, wallpaper, paint for example) and will arrive separately.

After an initial attempted delivery, Parcelforce will automatically attempt redelivery on the next working day if they haven’t left your item at your local Post Office or with a neighbour. You can arrange an alternative redelivery or pick up with Parcelforce.

It is the buyer’s responsibility to check for any damage to packing materials and product/s before accepting delivery. In the unlikely event that there is any damage, please DO NOT accept the parcel/s or sign the delivery sheet; instead, reject the delivery; goods are not covered by transit insurance once you have accepted delivery. If you have accepted the parcel and only notice the damage upon unpacking the item, then please report back to us within 24 hours including photographs of the damage.

Returns

Returns – made to measure products

The following made to measure products are not returnable:

  • Curtains
  • Roman Blinds
  • Venetian Blinds
  • Roller Blinds
  • Cushions
  • Lamp shades
  • Fabric by the metre
  • Wallpaper by the metre
  • Paint
  • Any item printed to order

We do not accept returns of wallpaper unless an amount of 5 rolls or more.

It is your responsibility to provide accurate and complete measurements when ordering made to measure products.

We are not liable for any inaccurate and/or incomplete measurements provided.

Returns – other products

We are a small business and do not hold a large stock of products.  We collate a variety of products to produce our edits and order direct from our suppliers to meet your order.  Please consider this when placing your order as we are unable to offer you multiple versions of a product in order to make a decision.  We offer a sampling service for all products where applicable.

Your statutory rights dictate that you can return the following products for a refund* within 14 days of receipt at your own cost:

  • Poles and tracks (unless made to measure)
  • Tiebacks and tieback hooks
  • Wallpaper (must be 5 rolls or more)
*refunds will be for product only and not include postage or packaging charges

If you would like to return a product, please contact us in the first instance and we will advise on next steps.

Any returned items must be in all original packaging with labels, in perfect condition and the product can be resold at full price.  You must not have used the product.

Faults

All made to measure products are thoroughly checked before dispatch.  We do allow a 5% tolerance on made to measure curtains and roman blinds for fabric ‘give’.  Atmospheric conditions can also play a part in the behaviour of fabric causing it to shrink or grow on occasion.  Some fabrics such as linen, cotton and velvet can hold creases – we take every care to minimise this but it can be unavoidable during the making or transportation process.

We’re confident that you’ll be happy with the quality of your purchase but in the event that you’re not we’ll always work very hard to resolve any problems. Please do get in touch with us by email in the first instance sending photos of any issues and a full description of the problem.

Please check all wallpaper products for faults before and during hanging.  Carefully examine the paper as you hang to ensure there are no faults.  If at this stage you are in any doubt as to whether the paper is faulty please stop work immediately and contact us.  We cannot accept any liability for decorator costs if there is a fault in the paper.