Shipping policy
Current delivery lead time to UK Mainland is 3 working days
Delivery costs
-
UK Mainland only - courier £6.99
- Northern Ireland - courier £45
Currently no Highlands or Islands delivery
Samples (2 business days) - Royal Mail £2.50
Delivery notification
If there should be any issues with the fulfilment of you order we will notify you straight away. If there are any issues with the delivery of your order, for example a delay or missed delivery, you will receive notification from either ourselves or the courier.
Once your order has been dispatched and on it’s way with the courier we are unable to change the delivery date.
Missed deliveries
If you are not in at the time of delivery you will receive notification from the courier or ourselves. All deliveries need to be signed for on receipt. We cannot guarantee that the courier will leave the parcel unsigned for, even if there are instructions where the parcel should be left
Couriers will usually leave a card to say they tried to deliver. You can contact them to rearrange delivery on a day that suits. Usually the courier will try and deliver again the next day unless you arrange otherwise.
In the event that a parcel is returned to us due to multiple failed delivery attempts, there will be a re-delivery charge to resend it.
Parcels damaged in transit
On the odd occasion parcels (and possibly the contents) can get damaged whilst in transit. Please check for obvious damage to the parcels before signing for the delivery. Ask the courier to make a note that the parcel is damaged, then accept the delivery. Unpack the order and check the contents to see if there is any further damage. If there is, please contact us within 24hours of receipt so that we can arrange for the courier to collect the damaged items and return them to us. We will send out replacements to you as soon as we receive the damaged items back.
Cancellation and Returns Policy
As a consumer you have a legal right to cancel or return any order placed with us as detailed below:
We will refund you the price you paid for the products, less the cost of delivery to you (if goods have already been despatched). However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
To cancel an order
Providing your order has not been dispatched and you have not received an order dispatched email you can contact us by email or phone to cancel you order. If your goods have not yet been sent we will cancel the order and issue a full refund immediately.
However, please note bespoke items, such as items cut to size or custom bent bay poles, cannot be cancelled if they are already in production.
Returns
While every effort is made to ensure that you receive the required goods in the best possible condition, please inspect all items carefully upon receipt. In the unlikely event that you receive faulty or missing goods, please contact us immediately and we will replace these free of charge.
Please note: no refunds can be given once the goods have been cut, treated or altered in any way.
Items not as expected or not required – Please notify us immediately if you would like to return any unused items. You have 14 days to request a return. To be eligible for a return, your item must be unused, unaltered and in the same condition that you received it. It must also be in the original packaging to avoid damage, with the required identifying paperwork. Items damaged, altered or personalised/made to measure (such as cut to size) in any way cannot be refunded.
Returned items are to be sent back to us at your own expense. To request a return please contact us by email.
We recommend using a tracked & signed for service as items not received cannot be refunded. Although these are not specific recommendations, there are several online companies who will collect parcels from your door such as:
Refunds
Once we have received your return and inspected it you will receive an email notifying you of whether your returns are suitable for a full or partial refund depending on the condition of the items. Your refund will be issued at this time by the same means as the original payment was made.
Exchanges
Faulty items will be exchanged free of charge, please provide proof of fault. If alternative items are required due to a change of preference, please return you original order as detailed above and reorder the correct items through our website.