If you are not completely satisfied with an item and it is in an unused, resalable condition with no heading tapes pulled and in its original undamaged packaging and labelling, you can return it to us within 30 days of purchase for a full refund.
All fees will be waivered in the case of damaged or faulty goods.
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Returns, Refund and Cancellation Policy
Please select a section below for more details.
The products shown on the Curtains.com website are either photographed or digitally produced. The varying settings of monitors, screens on PC’s and handeheld devices can make the colour and shades of fabric appear differently to the actual colour, due to this we strongly recommended that you take advantage of our free fabric samples to ensure you choose the right fabric colour before confirming your order.
It is highly important that you are sure about the product sizes of the curtains ordered. We urge you to double check your order and that all measurements taken are correct as all our made to measure curtains, cushions and tiebacks are made to your precise requirements. As it is a bespoke product custom made to your specifications and suitable only for your use we cannot accept any cancellations or returns.
Curtains.com cannot be held responsible if you dislike the colour or the general quality of the product. This does not affect your statutory rights.
You can return any readymade product by issuing notice in writing to firstname.lastname@example.org or calling our support team on 0203-848-0800 within 30 days of the goods being received as in conjunction with the consumer’s rights act 2015.
What we need:
To qualify for a refund, you must return the product(s) in a single parcel, in an unused and resalable condition with no heading tapes pulled and in its original packaging and labelling.
If you would like to return your product, you will be asked to provide the following:
- Your order reference number
- The reason for the return
- Your preferred mode of return
(In the event of a collection, we additionally require: collection address, contact number, preferred collection date)
Your return must be acknowledged and you must be issued with a returns authorisation number by a member of our team before proceeding.
The returns process
Your return label and information will be arranged within 48 hours (excluding weekends and holidays) from request of return. Your unique returns authorisation number will be reflected on the return label that will be provided to you.
You will be required to re-pack and take reasonable care of the goods whilst the goods are in your possession.
Curtains.com will arrange the return on your behalf from one of the options below:
UPS Access Point Drop-off
We will liaise with you to confirm a suitable UPS Access Point Drop-off location for you to drop off the parcel at your convenience. The returns label will be emailed over to you to be printed off and applied to the outer packaging*. Once the goods have been received by the UPS Access Point the goods will be picked up and delivered to our returns department the following day. You can search UPS Access Point Drop-off locations based on a postcode here: https://www.ups.com/dropoff
Return charges explained:
We charge you for the service used to return the product(s):
UPS Access Point Drop-off: £6.00 for curtains and £15 for blinds.
A surcharge may apply for returns made from outside of mainland UK.
Returns for altered products
As the curtains are altered to a bespoke length custom made to your specifications and suitable only for your use we cannot accept any cancellations or returns.This does not affect your statutory rights.
In the unlikely event that a product has been received faulty, you will additionally be asked to provide:
- Your order reference number
- Full details of the fault and reason for the claim
- Provide photographic evidence clearly showing the fault
If the product is damaged upon delivery, please make a note to the driver or on the waybill of this. Charges for authorised and accepted faulty products will be covered by Curtains.com and a replacement product will be provided. In the event the product has been discontinued, a full refund will be issued.
The readymade product returns process applies to curtain poles although due to the irregular parcel shape and only specific carriers being able to accept these parcel dimensions, the return charge for a Curtain Pole is £35.00.
The readymade product returns process also applies to cushions, tiebacks, holdbacks and hooks. Please refer to the readymade returns tab for more information.
Alterations - We offer curtain drop alterations service for ready made curtains at an additional fee per pair of curtains excluding delivery. The tolerance for alterations is ~1cm and alterations are completed within 7-10 working days. Please get in touch with us for alteration prices and delivery charges.