Faqs

Please see our guide on how to measure your window for your new curtain poles.

No, we don’t. To make sure you get the best prices possible, we focus on selling products and don’t offer an installation service. All our products come with installation instructions, though. And we include fixtures and fittings for them.

The measurements we give are for the length of the pole, not including the finial. Each finial has a different length, which you can find on the main description for each pole.

If, for example, the curtain pole you’re looking at is listed as 200cm, that means the pole is 200cm. You then need to add the length of the finials on each side to get the complete length. So, if the finial is 10cm, the complete length in this example is 220cm.

If you’re unsure which pole length to order, always choose a longer length as our poles can easily be cut down to size.

This depends on the length of pole you’re ordering. Most longer poles come in two pieces, with a connector and third bracket for the joint, which should be positioned at the centre of your window.

All our products include a specification table in the description. And this tells you which lengths come as a single piece and which lengths come in two pieces. 

When cutting down poles that come in two pieces, remember to cut the same length from each piece to make sure the joint stays at the centre of your window.

Yes. You can order colour samples from our wooden and metal curtain pole sets. They cost £1.50 each and you’ll get half a ring for wooden samples and a full ring for metal samples.

See our curtain pole sample service for more details.

No, we don’t offer samples of the actual poles. Our sample service is just for you to see the colour and material of the pole set.

Do you want to check how a pole will compare in size to a pole you currently have? To calculate a pole’s diameter, you need to work out the circumference first. The easiest way is to loop a piece of string or paper around the pole and then measure the string or paper’s length. Once you have the circumference, divide it by 3.14 to get the diameter.

No, sorry. As our prices are always so competitive, when a sale ends we can’t offer a further discount. Please get in touch though to check the dates of our next sale.

The prices on our website are already discounted, so we can’t offer extra discounts. If you’d like to contact us first before placing your order, please email us.

After you’ve placed an online order, you have 15 minutes to email us at [email protected] and get a full refund if you’ve changed your mind. Please remember you must email us rather than phone us to cancel your order.

If your order’s already been despatched, you can’t cancel it, but you can refuse delivery from the courier. We’ll just take a £20 refusal fee from your refund to pay for your order to be returned to us.

It’s really important you buy a pole with the right diameter for the weight of your curtains. Overloading your pole with heavy curtains may make it bow or even fall down.

• Lightweight curtains are around 5-7kg – for example, cotton, linen or voile curtains with no lining.
• Mediumweight curtains are around 11kg – for example, cotton or linen curtains that have a lining and maybe a long drop.
• Heavyweight curtains are around 15kg – for example, curtains with a lining and interlining.

Don't worry – most of our poles can be easily trimmed down using a fine-toothed hacksaw. Just order a pole that’s slightly longer than you need.

You’ll get an email confirming your order details. If you don’t get an order confirmation email from us, please email [email protected], including your name, email address and telephone number. We’ll search for your order and get back to you to confirm whether we’ve received it.

Yes – this is something we take very seriously. We use Opayo (formely Sage Pay) and PayPal, which are safe, reliable online payment methods recognised worldwide. It means all your payment details are processed by either Opayo or PayPal, and we neither process nor hold your card details.

Yes – please email [email protected] straightaway if you notice an error with your order. We aim to fix errors within two hours of being alerted to them on a working day, and within 12 hours during weekends and bank holidays. 

Our delivery charges are below and depend on your delivery address and the value of your order.

• UK mainland: free for orders £150 or over
• UK mainland: £7.95 for orders under £150
• Postcode exclusions apply and delivery charges will be advised at the checkout.
• Scottish Highlands and Islands: £24.50
• Isle of Man: £39.50
• Isle of Wight: £34.50

If you have a UK mainland delivery address and you cancel part of your order before it’s despatched, you’ll be charged £7.95 for delivery if it makes your order total fall below £150. (Even though your original order confirmation showed delivery would be free.)

Most orders placed before 4pm are despatched on the same working day. And orders placed after 4pm are despatched on the next working day. If we can’t despatch your order within these timeframes, we’ll email or phone you to give you the option of ordering an alternative product or cancelling your order.

Important info: We strongly advise you not to book fitters or other tradespeople until your order’s arrived and you’ve checked it. We’re not liable for the costs of any tradespeople, inconvenience, or compensation in any way if your order is delayed or not what you expected.

We can leave your order in a safe place if you tell us where to leave it using the ‘delivery instructions’ box on the checkout page when you place your order.

If you don’t tell us a safe space, the courier will attempt to deliver to you three times. If they can’t deliver on the third attempt, your order will be returned to us and refunded. We’ll just deduct a £20 fee to cover the failed deliveries. And, if you paid a delivery fee to receive your products, that won’t be refunded.

We aim to email you confirming that your order’s been despatched on:

• The evening before your delivery for orders with a ‘2-4 working days’ delivery timeframe.
• The day of delivery for orders with a ‘next working day’ delivery timeframe.

We use three different courier firms for deliveries, and each communicates delivery information differently. DX and Tuffnells will email you a tracking link, and Parcel Link will text you delivery details. All of them deliver between 8am and 6pm, but don’t specify a time slot within that period.

If you have any difficulties with your delivery, please email us at [email protected] and we’ll help you look into it with the courier.

If you have a despatch email from us, that means your order has left our warehouse and is with the courier. So, first, please check your despatch email to see which courier is delivering your order.

If you have a Tuffnells tracking link, please click on it and view the table showing the number of packages received (shown as Pkgs Rec’d). This shows how many boxes should be delivered to you. The next column shows how many packages have actually been delivered to you (shown as Pkgs Del’vd). If these numbers don’t match, it means the courier hasn’t yet successfully delivered your full order. If this is the case, please contact the courier direct or email us with your order confirmation number and we’ll investigate on your behalf.

If you have a DX tracking link, please click on it and view the number of items out for delivery.

If your order’s being delivered by Parcel Link, please email [email protected] with your order confirmation number and let us know what’s missing from your delivery. We’ll contact the courier on your behalf.

We understand how frustrating this can be.

If your order contains products from more than one brand, the delivery timeframes may be different. Speedy products are delivered with 2-4 working days, for example, while most other brands are delivered on the next working day. This means your products may not all be delivered at the same time, so please allow time for your full order to arrive.

If your order is all from the same brand, please check the number of packages delivered against the number of packages out for delivery. If the numbers don’t match, please contact the courier direct or email us at [email protected] and we can help you investigate the problem. If the numbers do match, but you’re missing a parcel (which means the courier driver has mistakenly asked you to sign for the incorrect number of parcels), please email us immediately with your order number and we’ll contact the courier.

Please remember, we always send a despatch email when your order’s left our warehouse, and this contains a tracking link if it’s being delivered by DX or Tuffnells. If your order’s being delivered by Parcel Link, there won’t be a tracking link, but you can email us with your order number and we’ll look into any delivery problems for you.

We’re so sorry to hear that. Sometimes, packaging can become damaged during transit with the courier. Unfortunately, we can’t fully control this as we rely heavily on the courier to take care. We can help though.

If you notice the outer packaging is damaged as soon as your delivery arrives, please take a photograph. You can then either make a note on the driver’s pad to help prove the order was damaged by the courier and not by you. Or you can ask the driver to return it to the sender.

If you decide to accept the delivery, please check whether the products themselves have been damaged. If they have, please take a photo of this too. Then send the images of the damage to us, along with your order number, within 48 hours of receiving the delivery.

If it’s just the outer packaging that’s damaged, we’ll look into it with the courier. If the products are damaged too, we’ll send a replacement to you. Please remember, it’s really important you send an image of the damage to us, because we can’t send a replacement product without that.

Sorry about that. Before you review our service, please would you follow the steps below and give us a chance to help you.

First, check your order confirmation email. If you’ve ordered an item that wasn’t in stock at the time, there should have been an estimated delivery date on our product listing and on your order confirmation email. We aim to deliver these products within 3 to 5 working days of the estimated delivery date.

If you’ve taken all of this into account, and you still haven’t received your order, please email us and include your order number so we can look into it.

If you’re not happy with how we handle any complaints, please feel free to leave an honest review and we’ll carry out a formal enquiry. We hate to leave any customers feeling disappointed.

Please email us before you order and say which product you plan to buy. We’ll let you know if we can offer half-price delivery.

Please wait until you’ve received and checked your order before you book anyone to install your poles. If there’s a delivery delay or damage to the items during in transit, we’re not responsible for any inconvenience or costs involved.

You can find our full returns policy here: Delivery & Returns

Yes, of course. We’ll happily accept your order back, as long as:

• You email [email protected] to notify us, within 14 days of your delivery arriving.
• You’ve not damaged the packaging or product in any way.

For non made to measure curtain pole and curtain tracks, you can arrange to return your order yourself. The return cost is at your own expense.

If you’ve ordered Integra, Swish Romantica or Speedy 28mm 5 Sided Bay kits, you must retain all orginal packaging and follow our guideline on how to repackage this.

Please email us to get a return address as our products aren’t always sent from the same warehouse.  

If you paid our £7.95 delivery charge, this won’t be refunded if you return your order. You’ll be refunded the price you paid for the product (minus the collection fee if we pick up your order).

Please note this excludes made to measure or cut to size poles or tracks which cannot be returned or exchanged unless faulty.

We’re so sorry that’s happened. Very rarely, labels can get mismatched. Please email us straightaway with an image of the dispatch note and the products you’ve received. We’ll then send your correct order as soon as possible.

We're really sorry but we can’t accept returns unless you email us to say you’d like to return something within 14 days of it arriving.

Unfortunately, we are unable to accept returns for made to measure or cut to size products unless they are faulty.

As a small business, we’re not always able to pick up the phone. The quickest way to contact us and get the help you need is by email.

If you’ve emailed us with a query or complaint, we aim to reply within 24 hours. Often, we can respond faster, but some issues take a little time to investigate (thanks in advance for your patience). And please bear in mind that, if you email us over a weekend or bank holiday, we won’t see it until the next working day.

If it’s more than 24 hours since you emailed, please forward your first email to us and let us know you’ve not had a reply. We hope you won’t need to do this, however.

Although we love chatting to customers, it’s usually faster for us to handle queries by email. We completely understand that sometimes you just want to speak to someone though. If that’s the case, please call us on 0345 2577 90.

If the line’s busy and you leave a voicemail, it’s best to also email us to request a call back please, as we pick up emails more regularly than voicemail messages.