Returns & Refunds Policy
Introduction
We take great pride in the quality and craftsmanship of every product we make.
If you experience an issue with your order, please contact our Customer Support Team at support@twopagescurtains.co.uk before initiating a payment dispute or chargeback so that we can help resolve the matter as quickly as possible.
Most issues can be resolved much faster through our Customer Support Team than through a payment dispute process.
We strongly recommend ordering fabric swatches before purchasing custom-made curtains or blinds, as colours and textures may appear differently on screens.
Before You Buy
Please carefully review:
- Fabric Selections
- Header Styles
- Measurements
- Lining Options
- Product Specifications
Order Changes & Cancellations
All custom-made products are manufactured according to the specifications submitted at the time of ordering.
Once production has started, custom-made orders generally cannot be cancelled, amended, returned or refunded except where required by law or where a manufacturing defect is confirmed.
Manufacturing Tolerances
As textile products are handmade, reasonable industry-standard tolerances apply.
Curtains & Drapes
Length tolerance: ± 3 cm (±1 inch）
Finished width may be ±3-10 cm(1–3 inches） wider than the ordered width to allow for proper drape, fullness, and light control.
Blinds
Inside Mount
Width tolerance: ±0.5 cm (3/16 inch)
Height tolerance: up to ± 3 cm (±1 inch）
Outside Mount
Width tolerance: ±±0.5 cm (3/16 inch)
Height tolerance: up to ±1 inch
Products manufactured within these tolerances are not considered defective.
When We Will Repair, Remake, Replace or Refund
Please contact us within 30 days of delivery if:
Manufacturing Errors
- We supplied the wrong item.
- We used the wrong fabric.
- We used the wrong liner type.
- The product materially differs from the original order.
- The product was manufactured incorrectly compared with the specifications confirmed at the time of ordering.
Product Defects
The product contains a manufacturing defect.
Ready-Made Product Issues
A ready-made product arrives damaged, faulty, or in the wrong colour or size.
Photographs and videos may be requested to assist our investigation.
Depending on the circumstances, we may:
- Repair the product;
- Remake the product;
- Replace the product; or
- Offer a refund after negotiation.
We may request that the original item be returned before a resolution is provided.
Incorrect Measurements vs Manufacturing Errors
Customer Measurement Errors
All products are manufactured according to the measurements submitted at the time of ordering.
If incorrect measurements are provided, the order will not qualify for return, refund, or remake.
Manufacturing Errors
If a product has been manufactured incorrectly compared with the measurements shown on the order confirmation, we will arrange a remake, alteration, or replacement at our discretion and cover the associated shipping costs.
Situations Not Eligible for Return, Refund or Remake
Returns, refunds, remakes, or exchanges will not be accepted where:
Customer Ordering Errors
The item does not fit due to incorrect measurements provided by the customer.
The wrong item was ordered by mistake.
Change of Mind
The customer changes their mind after dispatch.
Personal Preference
- The colour is different from personal expectations.
- The fabric quality, texture, weight, or appearance differs from personal preference.
- The drapes are heavier than expected.
- The shading performance differs from personal expectations.
- The customer misunderstood product photographs or descriptions that accurately represent the item.
Delivery Delays
The order arrived later than expected due to carrier delays.
Correctly Manufactured Products
The product matches the original order specifications.
Fabric, Colour & Product Variations
The following are considered normal product characteristics and not defects.
Fabric & Colour Variations
- Colour variation caused by different fabric dye lots.
- Minor colour differences between swatches and finished products.
- Colour variation caused by adding a liner.
- Colour variation between curtains using different liner types.
- Variations caused by monitor settings, screen displays, photography, or lighting conditions.
Natural Fabric Characteristics
Minor wrinkles resulting from packaging or transit.
Slight pattern movement or off-grain appearance in striped, plaid, or patterned fabrics.
Natural variations in fabric texture, weave, or finish.
Shading Performance
Shading performance is influenced by fabric type, lining selection, installation method, room conditions, and personal expectations.
Available lining options may include:
- Privacy
- Room Darkening
- Blackout
- Thermal
As shading performance is subjective and can vary by environment, we recommend ordering fabric and lining samples before purchasing.
Differences in perceived shading levels are not considered manufacturing defects.
Ready-Made Products & Ready-to-Ship Hardware
Ready-made products and ready-to-ship hardware may be returned within 30 days of delivery provided that:
The item is unused.
Original tags remain attached.
The item is in its original packaging.
The item is returned in resalable condition.
Items showing signs of use, installation, alteration, or damage after delivery may not qualify for a refund.
Return Shipping Costs
We do not provide prepaid return labels.
Where a return is approved for reasons other than a product defect or our error, the customer is responsible for return shipping costs.
Any non-refundable handling, packaging, or original delivery charges may be deducted from the final refund where applicable.
Refund Processing
Once returned items have been received and inspected, approved refunds will be processed to the original payment method.
Please allow:
Inspection Time
3–5 working days for inspection.
Refund Processing Time
3–10 working days for funds to appear in your account, depending on your payment provider.
Non-Refundable Adjustments
Previous purchases are not eligible for:
Price adjustments;
Retroactive discounts;
Refunds based on later promotions.
Exchanges
We only offer exchanges where products arrive damaged, defective, or incorrectly manufactured.
Replacement products will be produced using the same specifications as the original order, including size, colour, header style, lining, and other selected options.
Claims must be submitted within 30 days of delivery.
Please retain all original packaging and provide photographs of both the packaging and product when submitting a claim.
Lost or Damaged Deliveries
If your order is lost or damaged during transit, please contact us as soon as possible.
After reviewing the carrier's investigation, we may provide:
A replacement product; or
A refund,
depending on the circumstances.
If tracking information shows a successful delivery, customers should first check:
- Around the delivery address;
- With household members;
- With neighbours; and
- Directly with the delivery carrier.
Where proof of delivery has been provided by the carrier, additional investigation may be required before a replacement or refund can be approved.
Returns Process
Please do not return products without prior approval.
Once a return request has been approved, our Customer Support Team will provide the appropriate return address and instructions.
How to Report an Issue
To help us investigate your claim as quickly as possible, please provide:
Your order number;
A description of the issue; and
Any supporting photographs or videos.
Photographs of the product, packaging, and any visible damage may be requested.
Contact Us
For all return, refund, exchange, or warranty enquiries, please contact:
Chargebacks & Payment Disputes
We are committed to resolving issues fairly and promptly.
Opening a chargeback or payment dispute may significantly delay the resolution process and can take several weeks or months to conclude.
We encourage customers to contact us at support@twopagescurtains.co.uk first, so we can work together to find the fastest and most appropriate solution.