Under the UK Consumer Contracts Regulations, you have the right to cancel your order for any reason within 14 days of receiving your goods. You then have an additional 14 days from the date you notify us to return the curtains to our warehouse. Items must be returned in their original condition and packaging."
Curtains & Home Textiles Returns Policy
We want you to love your new home textiles. If you are not completely satisfied with your purchase, you can return your items to us under the conditions outlined below.
1. 14-Day Change of Mind Policy
- Notification Period: You have 14 calendar days from the day your order is delivered to notify us that you wish to return your item.
- Return Window: Once you notify us, you have a further 14 calendar days to send the items back.
- Item Condition: Items must be returned unused, unwashed, and in their original packaging with all header tape strings uncut (for pencil pleat curtains). We cannot accept change-of-mind returns if items have been hung, altered, or have gathered dust/pet hair.
- Strict Packaged Exclusions: For hygiene reasons, filled bedding, duvets, pillows, and mattress protectors cannot be returned once the original protective sealed packaging has been opened.
- Made-to-Measure / Custom Items: Under UK law, any custom-made or altered items (such as made-to-measure curtains, altered drops, or fabric cut by the metre) are strictly exempt from change-of-mind returns and cannot be refunded.
2. Return Shipping Costs
- Customer Responsibility: For standard "change of mind" returns (including ordering the wrong size, colour, or style), you (the customer) must pay the return shipping costs.
- Recommendation: Curtains and textiles can be heavy. We strongly recommend using a tracked couriers service with insurance and obtaining proof of postage, as we are not liable for items lost or damaged in transit.
3. Faulty, Damaged, or Incorrect Items
- 30-Day Window: If your textiles arrive damaged, have manufacturing faults (such as uneven stitching, fabric flaws, or incorrect measurements from what was ordered), you have a legal right to a full refund or replacement. Please report this within 30 days of delivery.
- Free Returns for Faults: If an item is confirmed faulty, we will fully cover the return shipping costs. We will provide a pre-paid courier label or refund your postage up to a reasonable standard rate.
- Important: Please inspect your curtains and textiles for flaws before hanging or altering them, as we cannot accept returns for faults discovered after alterations have been made.
4. How to Process Your Return
- Contact us at [Insert Email Address] within 14 days of delivery with your Order Number and details of the item you wish to return.
- Carefully repackage the items to avoid creasing or damage. Include your original delivery note inside.
- Send the parcel to our returns depot: [Insert Physical Returns Address].
5. Refunds
- Processing Time: Once we receive and inspect your item, we will process your refund within 14 days.
- Payment Method: Refunds are issued to the original payment method.
- Outbound Delivery: If you return the whole order, we will refund our standard delivery charge. Premium or express delivery upgrades are non-refundable.