FREQUENTLY ASKED QUESTIONS
LEAD TIMES
What are your lead times?
made-to-measure curtains
Lead times are a guide and may be a little
quicker or longer. Our made-to-measure curtains are bespoke made in the Far
East. The production lead time is approximately 2 weeks (3 weeks for printed
velvet). Transit to the UK, customs clearance and delivery to your door is
approximately 2 weeks.
Total for standard velvet - about 4 weeks from
order placement to receipt
Total for printed velvet - about 5 weeks
from order placement to receipt
The Far East has a long holiday called
Chinese New Year, for approximately 1 month across January and February. This
is the main interruption to the made-to-measure curtain lead times, which we
will make you aware of when providing you with a quote.
cushions
Stock items are shipped within a couple of
days.
Giant Ruffles, Kolor Bolsters Kolor Kubes
have a 1-week lead time to dispatch, provided colours are in stock. So please
allow up to 10 days receive.
If we have run out of stock on a selected
colour, we will notify you by email and offer you an alternative, advise of the
additional lead time, or offer you a refund.
Pre-order items such as Stuffed are
handmade by our curtain maker. Any pre-orders placed will be combined with our
next shipment of made-to-measure curtains and fabric. Please allow up to 4
weeks to receive your order.
K-9 cushions
Our K-9 cushions have a 2-week lead time
from order placement to receipt. All of our K-9 cushions are handmade to order.
If we have run out of stock on a selected
colour, we will notify you by email and offer you an alternative, advise of the
additional lead time, or offer you a refund.
kids
Our kids collection combines items from cushions
and made-to-measure curtains, and those lead times apply.
RETURNS
Can I return my item for a refund?
As a bespoke service, we make-to-order most
of the products in our offer, especially for you! Bespoke made products include
made-to-measure curtains, K-9 cushions, Kolor Bolsters, Kolor Kubes and Giant
Ruffles.
We do not accept returns on these items
unless they have a technical or manufacturing fault. We encourage you to use
our swatch service to check your colours before placing your order.
We do accept returns on our stock cushions.
Is my return postage free?
No. We do not cover the cost of return
postage. It is the responsibility of the Buyer to ensure the safe return of an
unwanted item in the condition and packaging in which it was received.
SWATCH SERVICE
Is your swatch service free?
We offer 5 swatches free with a small
postage fee. We offer up to another 5 that are charged at £1 each plus postage.
Why do I need to order swatches?
Most of our products are bespoke made and
we believe investment pieces. Ordering some swatches gives you the peace of
mind you have chosen the right colours and you love the fabric quality, as much
as we do.
A bespoke order cannot be returned.
MADE-TO-MEASURE CURTAINS
How can I be sure the details of my made-to-measure curtain order are correct?
Curtains are a big investment, and we want
to be sure you’ll be super happy. We suggest the following steps so all you
have to worry about, is hanging your beautiful new curtains when they arrive.
- Use our swatch service to order up to 10 swatches to help you choose your colours. And be sure you love our beautiful velvet.
- Choose the design that suits you best in our made-to-measure curtain section. Complete the information on the relevant product page and ‘request quote’ where you will be asked to provide your contact details.
- We will contact you via email to check your measurements, and all the other technical information is correct. And offer you any additional help you may need before giving you a quote.
- Our curtains are bespoke made in the Far East and freight costs are variable all the time. That is why we don’t currently offer a live quote online.
- Once you have received your swatches, chosen your colours, approved the technical summary and the price, we will provide you with a link to complete your purchase online.
- We will keep you posted along this journey.
- Please check our lead time summary for any interruptions to our standard lead times.
When will I receive my made-to-measure curtain order?
Please refer to our lead time summary.
Generally speaking, we work to around 4 weeks from order placement for our
standard velvet. Printed velvet is around 5 weeks.
Please refer to our lead time summary. Generally speaking, we work to around 4 weeks from order placement for our standard velvet. Printed velvet is around 5 weeks.
We don’t accept returns or offer refunds on any bespoke made items, unless there is a technical or manufacturing fault.
I love my velvet swatches, can I order fabric in meters?
Yes! Please drop us a message on our
bespoke enquiry link and tell us what you need. We can offer you single meters
or a full roll!
Where do you make the made-to-measure curtains?
Our made-to-measure curtains are handmade
in the Far East with your specific measurements.
CUSHIONS
Can I return my cushions if I don’t like them?
We hope you will love anything you receive
from us. If however you don’t, you can return most items from our Cushions
section, except Giant Ruffles and Kolor Kubes. These are bespoke made large
cushions. We offer a swatch service to check your colours before you place your
order.
The item you are returning must be in its
original condition and original packaging.
Will I get a full refund?
Yes, if your return item is eligible for a
refund. We do not however cover the cost of return postage, this is at the
Buyer’s expense.
My cushion choice is out of stock, when will it be back in stock?
Where we can obtain more fabric and we have
sufficient interest, we can restock certain items. We will only take payment
from you if we advise the lead time and you approve it.
My cushion choice is only available by pre-order, when will it arrive?
These items are not currently stock items,
and in some cases, sourced from abroad. But we think they are special enough to
wait for. The estimated lead time is in the product description. These items
cannot be returned.
Can I customise my cushions?
As a largely bespoke service, we can play
with colour and ideas, ours and yours.
Drop us a message on our bespoke request
link and let’s get creative!
Where do you make the cushions?
We are proud to support local. We hand make
each one in London, England with the exception of our stuffed items. These are
handmade, in the Far East, with our curtain maker.
K-9 CUSHIONS
When will I receive my K-9 cushion?
Our K-9 cushions have a 2-week lead time
from order placement to receipt. Each one is handmade to order, which we take
great care in ensuring is beautifully crafted.
For this reason, we encourage you to use
our swatch service to check your chosen colours are exactly what you want.
Can I return my K-9 cushion if I don’t like it?
Being bespoke made, our K-9 cushions cannot
be returned unless there is a technical or manufacturing fault.
Can I order a custom K-9 cushion, not currently on your website?
Yes! Please drop us a message on our
bespoke enquiry link and tell us what you need. Perhaps you have a Great Dane,
and you need a much bigger bed!
Does my K-9 cushion come with a guarantee?
We cannot guarantee that your K-9 companion
won’t destroy their new bed. Our beds are expertly sewn by an upholsterer, with
quality, durability and longevity in mind. And we use top grade materials to
ensure comfort and quality. But ultimately if your K-9 companion is an
aggressive chewer of anything and everything in sight, then these beds are no
more indestructible than a wooden chair.
Where do you make the K-9 cushions?
We are proud to support local. We hand make
each one in London, England.
Can I wash my K-9 cushion?
Our covers are fully washable, yes. Please
follow our wash care on the product pages.