FAQs

Our helpful customer service team are on hand 7 days a week, 8am - 8pm to help you with any questions or to help you place an order over the phone. Before calling to place an order over the phone, please have your sizes handy as it will help make the ordering process quicker and more accurate. We are available to also talk you through the measuring process and can help explain where and how to measure for your windows.

Our customer service team are able to place sample orders for you over live chat, email or on the phone. Please just let us know the samples you would like sent to you, your address and email address and we will get them ordered for you. Samples are posted daily by 1st class post.

If you know your exact sizes (or rough sizes if it’s a quote), please go to a product, and you’ll see a width and drop measurement box. Enter your sizes in there and the website will calculate the price for the blind for you in the sizes give. We can also give you quotes online by email, live chat and over the phone if you know what type of blind, colour and sizes you require.

We have extensive measuring guides and videos for you to follow here: Measuring Guide. If you’re not sure on any part, our customer service team are on hand to help guide you through the process.

We have installation guides and videos on our site for you to follow here: Install Guide. Also, every blind is sent out with a installation guide suitable for the blind you have ordered. If you’re missing a copy, we can send you a PDF version by email, or link you to the relevant installation guide online.

Due to the made to measure nature of the blinds we make and sell, we are unable to make amendments to your order once it has been placed as they go straight into our production system. If you need to make an amendment or change, please reach out to our customer service team, but please be aware that depending on the time ordered and when it goes into manufacture, we may not be able to amend it in time. We strongly advise to double-check all sizes before placing your order.

If you’re looking to change your delivery address before your order has left us, we can so this but please let us know at least 24 hours before the expected dispatch date. Changing address when it’s already out for delivery? We can try to change this for you, but be aware this can add up to 48 hours to your delivery whilst the courier re-prints an address label and re-routes your delivery. If the order is already out for delivery and scheduled for todays delivery, we are unable to change your address.

Due to the made to measure nature of the blinds we make and sell, we are unable to cancel your order once it has been placed as they go straight into our production system. If you need to make an amendment or change, please reach out to our customer service team, but please be aware that depending on the time ordered and when it goes into manufacture, we may not be able to amend it in time. We strongly advise to double check all sizes before placing your order. We are only able to cancel orders if we encounter a delay to manufacturing, e.g. your fabric is out of stock.

Once your order has been collected and scheduled for delivery by the courier, depending on the courier, they will send you an email or a text message with a timed delivery slot for you. You can also enter your email address and order number on our order tracking page here: Track your order. This updates instantly with any changes to your delivery information and delivery tracking information as soon as the courier generates the link.

Every product page has an estimated delivery date shown, and once your order has entered our production system you will be given a estimated dispatch date. Please note that if you have ordered multiple blinds with different lead times they may be delivered separately. All orders in general take 7-10 days to be made and delivered, but this can vary.

If you think you’re missing part of your delivery, please check your emails to see if you order has been split between different couriers or different delivery dates. This would be because your order has either been made in different locations, one blind is too long and had to be sent with a specialist courier, or that the lead times were different and have been dispatched at different times. If you’re not sure, then please reach out to our customer service who will be happy to help.

Courier drivers don’t always have the softest touch, but if your package looks like it’s damaged please first unbox it and check the contents. If the blinds are OK, then please continue to install them like normal. If you find there is a issue with your blind then please reach out to our customer service team with photos of the box and the blind for us to put this right. Please note, we add extra packaging to our blinds which is designed to take some of the hits. If the blind inside is OK, then the packaging has done it’s job.

Child safety laws mean we cannot make controls that are within a certain distance from the floor so young children cannot reach them. For blind over a 100cm drop we will make the controls finish 100cm from the top of the blind. For any blinds under a 100cm drop, the controls will be around 50cm long. If you have very long windows, please get in touch before ordering to let us know your installation height.

We’re sorry to hear this, before getting in touch please can you check the following. 1. If it’s a wooden blind, we re-use boxes so the sizes on the box may be different to the sizes the blind inside has been made to. 2. If you’ve selected ‘recess’ size when ordering, the blind will be approximately 12mm narrower than ordered to account for the brackets. 3. Check the sizes ordered and in your order confirmation email, if we have made and sent you the wrong sizes we will quickly put this right for you with a few photos highlighting our mistake. If you have measure incorrectly, please get in touch and we will see what we can do to assist. Please note as products are made to measure we cannot accept returns.

We’re sorry to hear that your blind is not working as expected. Please reach out to our customer service team with a video or image of your problem.

If your order shows ‘RTS’ (Return to sender) then the blind will be on it’s way back to our factory. From there, we will re-dispatch it for you as soon as possible and ask you to re-confirm your address. If there is a suitable alternative please let us know and we can update this for you.

Some products don’t require screws like our Perfect Fit blinds, but ones that do don’t come with screws or plugs as we don’t know what surface you’re installing into. We do recommend selecting the right type of screws – if that’s brick, metal, plasterboard so you have a secure fixing to attach your blind to. We recommend a 3mm diameter screw to fit through all bracket holes.

We are only online so don’t have a showroom that we can demonstrate our blinds in but we do have a free sample service you can use. We also don’t allow any collections from our UK factories due to our setup.

We take pride in our image creation, but every device and screen setting can be different so because of this we always advise ordering a free sample before ordering.

Our order confirmations are followed by an email that contains out VAT number and address that any accountant can use as a valid VAT receipt. If you don’t have this then please reach out to our customer service team and they can resend it to you.

We always recommend ordering a free sample before your order, we send them out with Royal Mails 1st class post. We try to make our images as accurate as possible but nothing beats the real thing in your home to touch, feel and compare in different lights.

Simply click the ‘Free Sample’ button on each product and it’ll be added to your sample basket. From there we need your address to send them to and we will post them out within 24 hours.

Your blinds are covered by our lifetime warranty, so if at any point over the ownership of your blinds you find that they have broken due to a manufacturing fault (not wear and tear) please reach out to us for a replacement or repair. Please see our detailed warranty terms here : Warranty .

Due to our blinds being made to measure, we can’t accept returns based on the colour. We offer a free sample service where you can see and feel the fabric before purchase that we advise customers to take advantage of before purchase.

Due to the made to measure nature of the blinds we make and sell, we are unable to accept returns due to the bespoke nature. We make your blinds to the sizes given at point of order. If you have ordered the wrong sizes, please reach out to customer service to see what we can do to help. But we won’t be able to accept the blinds as a return.

Due to the made to measure nature of the blinds we make and sell, we are unable to accept returns and these products are outside of the returns policy of the Consumer Rights Act of 2015.

Due to manufacturing and shipping restrictions, our site is set up with maximum and minimum sizes on each blind type. If your requirement is larger than what we have available on the website, then we most likely can’t make your order.

Our website is protected by the latest security updates and process’ to ensure that your card details are fully secure.

We accept all major credit and debit cards, including American Express. We also accept PayPal at the checkout.

All of our blinds are made to the current child safety regulations and requirements. We include any required clips or tie backs to keep your child safe from our blinds.

In the rare case that your fabric is out of stock we will be in touch with you as soon as possible to let you know. From there we will have a new dispatch date or give you the option to change your fabric or blind to something similar at no extra cost.

Some of our roller blinds are fitted with 'breakaway chain connectors', which can give the appearance of being broken when they come apart. This is not usually the case - just clip the chain back into the connector to restore. These blinds are built this way to break under pressure, avoiding the risk of strangulation.

We offer a variety of linings for our Roman blinds, so it's worth taking some time to consider which option will best suit you.

The standard Luxury lining is a plain cotton lining, designed to suit most living spaces. Blackout linings will darken your blind, only allowing light through the stitch lines - ideal for bedrooms and nurseries. Thermal is a plain lining with a heat conductive coating to help prevent heat from escaping in the winter and to insulate in the summer. Interlining is a bonded fabric which adds a thicker look and feel to your Roman blind.

If you're not sure which type of lining will be best you can request a sample by email ([email protected]) or call us on 0117 463 4411.