Refunds & Returns

Standard stock orders

For online orders of standard stock goods, tell us within 14 days after delivery if you want to cancel. You then have a further 14 days to send the goods back. This applies to discounted goods too. Contact theteam@customersupport.care with your order reference and a clear statement that you wish to cancel.

You may inspect the goods as you would in a shop. A deduction may apply for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging is helpful, but is not a condition of your statutory cancellation right.

Refunds and return postage

We refund the goods price and the cost of our least expensive standard delivery option. An express upgrade above standard delivery is not refundable under change-of-mind cancellation. You pay the direct return postage for a change-of-mind return. Ask us for the correct return address before dispatch; the administration address is not an automatic return address.

Refunds are made to the original payment method within 14 days after we receive the returned goods or evidence that you sent them back, whichever is earlier. We do not apply a flat cancellation or handling fee to statutory cancellation.

Custom-made orders

Goods made to your measurements or clearly personalised are normally excluded from change-of-mind cancellation. A standard black or silver curtain in the listed stock size is a standard stock item. Custom quotations state the agreed specification and terms before you order.

Faulty, damaged or misdescribed goods

Your rights under the Consumer Rights Act 2015 are separate from change-of-mind cancellation. These include the short-term right to reject faulty goods, normally within 30 days, and applicable repair, replacement or refund rights afterwards. Contact us promptly with the order details and a description of the issue. We cover reasonable return costs where the goods are faulty or misdescribed.

Additional shop policy

The store also offers a voluntary return window of 15 days from purchase for unopened goods, subject to proof of purchase. This additional policy cannot shorten or replace the statutory rights above.