Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returnable items must be sent back to us in perfect condition and packed in their original packaging so that the item is re-sellable. Postage labels shouldn't be attached to the retail packaging. Items should include all original marketing material and accessories. (A refund may be denied if the item specific packaging is damaged or not returned to us in full.)
Made to Measure / Custom Made items cannot be returned. Every curtain is cut and finished to your specific measurements - your window, your drop, your fabric. Once it's made, it can only ever be yours.
This is why we always recommend ordering a sample before committing to a fabric - and double-checking your measurements before you confirm. Our made to measure guide has everything you need to get it right first time.
This also applies to any custom made rods, poles or tracks.
We're sorry but curtains where the header tape has been gathered are also not eligible for a refund.
Everything else - Ready Made hardware, accessories, rods and poles can be returned within 14 days of receipt, provided the item is unused and in its original packaging. Please get in touch before sending anything back and we'll give you the right return address.
Please note that long poles and rods may cost more return as they require a specialist courier that handles long items.
The customer would be responsible for the return - this includes any return shipping costs and ensuring the items are packed suitably and securely. We recommend using a tracked service for all returns. We aim to have all returns processed within 14 days of arriving back with us but rest assured we will process them as quickly as possible.
Postage costs will not be refunded unless an item is faulty and the return has been authorised via email by our team. If an item is faulty please email us prior to returning an item.
Exceptions / non-returnable items
Please note that anything custom made, altered to fit, cut to the widths ordered or customised in any way (including any products sold as fabric only or bespoke items) cannot be returned.
Sale items are also non-returnable and non-refundable.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We don't offer exchanges so the best way to ensure you get what you want is to return the item you have (if it is returnable), and place a separate purchase for the new item.
Faulty Items
We're sorry to hear you may have a faulty item. If you believe your order to be faulty, incorrect or measuring outside of tolerance you may be entitled to a replacement or full refund providing that you:
- Contact us within 2 days of receiving your order.
- Send us photographs of the fault or issue. We will advise as to what photos are required when you contact us as it depends on the issue.
- Returned any products requested to us for assessment. (Don't worry - we will issue a returns label to you if this is the case.) Items do need to be received by us within 30 days if we have requested that they be sent back to us.
- For appropriate Made to Measure items we can sometimes fix an item as per The Sale of Goods Act 1979. This states that if goods are not as expected then a consumer can request a repair or replacement.
If we cannot fix an item and it has been sent out faulty you will of course be entitled to a replacement or full refund (including postage charges).
Please be aware that we are unable to deem an item as faulty if repairs or alterations have been made by yourself in an attempt to remedy any faults or measuring errors. This is also applicable if an item is found to be faulty by yourself after any alterations have been carried out.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Even if you don't plan on using the items just yet we would recommend that you check them over when they arrive.
most of our rods and tracks are sent with a courier and the following procedure must be followed if the package/item is found to be faulty/broken upon receipt of delivery:
- If the delivery is signed for as 'damaged', when the packaging is clearly marked or dented, this must be reported to us on the day you sign for the parcel
- If the delivery is signed for as 'clear', when the packaging looks intact, but the product inside is found to be damaged once opened, this must be reported to us as soon as possible on the day of the delivery for us to escalate further.
Please note, it is important you keep all packaging if a fault has been found with the product inside. If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges. In the unlikely event a rod/track is received damaged we require photographic evidence, so we are able to claim the costs through our courier. In most cases we will not collect the rod/track however please do not dispose of the product until we have confirmed this with you.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that anything custom made is exempt from this cancellation policy.
Refunds
We will notify you once we’ve received, assessed and processed your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 business days have passed since the return arrived back with us, please check the tracking of the return parcel to ascertain it has been correctly delivery and if so, please contact us at hello@curtain.cafe