We offer a very simple no quibble returns policy with any of our ready-made products. These items include:
Tracks & Poles - Standard sizes only*
Any item that is a pre-made product that is not cut to size or customised in any way.
If you wish to return any of the above products make sure you contact us within 14 days and return your purchase within 30 days of receipt of goods. Please ensure the item and the packaging is in a saleable condition and unaltered, we will find someone who will love it more!
*Please be aware, items over 120cm will incur significant return postage costs as they cannot be sent via Royal Mail or My Hermes. We can arrange a DPD collection from your selected address for items up to 300cm. Please contact us if you would like us to provide a quote for this for you, this can either be paid for upfront or deducted from your refund.
Simply post the item back to us, following the below layout:
RETURNS #*Insert order number*
Love My Window
C/O Green Snow Limited
Mortimers Industrial Estate
We aim to process all returns & refunds within 14 days of receiving your goods back at our warehouse.
ITEMS THAT ARE NOT ELIGIBLE FOR REFUNDS OR EXCHANGES
Any item that is clearly personalised, custom made or made to the customers exact specifications is non-refundable and exchangeable.
At Love My Window you can be assured that only the best service and craftsmanship will be provided at all times. Make sure you take advantage of our free sample service of our full fabric range to be sure of the perfect colour match and style for you! The following items are non-returnable:
Cut length fabric
Made to measure curtains
Made to measure blinds
Cut length heading tape
Tracks & Poles - Made to your exact specifications
Customised ready-made item*
*If you choose to customise any of our ready-made items your order will be treated as bespoke and will therefore fall under this category.
We take care of every single order as if it was our own, in the unlikely event you receive a faulty product please ensure you inform us immediately! We understand how exciting it can be waiting for your order, so we will endeavour to fix the issue right away for you.
To enable us to rectify the fault as efficiently as possible we ask that you contact us within 7 days of receipt of order, the earlier the better! If you can email us photographs of the fault at your earliest convenience, we will then advise you of the next steps to resolve this for you.
If you're required to send the order back to us all fabric that is salvageable will be used to remake your new order. In most cases we will arrange collection of the faulty goods, if you choose to send the goods back without confirmation from us, we cannot be held responsible for this cost and any damages or loss in transit
If the outside of your packaging is found to be broken upon arrival of delivery with the courier, please ensure you sign for delivery as damaged and inform us immediately. Ensure you take photographs of the package as it looks when it arrives, before you open it.
If the packaging looks intact, but the product inside is found to be damaged once opened, this must be reported to us on the day of the delivery to be able to escalate further. Please ensure you take clear photographs to show the damage to the product, we can then log this with our courier and work on fixing the issue straight away for you.
We understand that you change your mind, if we have not yet despatched your ready-made product please contact us on firstname.lastname@example.org quoting your order number. As long as your order has not yet left the building, we are more than happy to refund or exchange your order for an alternative product.
Fabric only orders can only be cancelled if the order has not yet been cut
If you have ordered a bespoke made to measure product you will only be able to cancel if production has not been started. If production has been started you will be liable for the cost of any fabrics cut and time spent on the order so far, contact us immediately if you require this! We can then quote for any work already carried out before we cancel the order completely.
All international customers are responsible for the costs in sending items back to us.
It is very important that you label the parcel as a 'return to original sender' as this will ensure there are no custom duties to pay, if this is not marked properly the parcel will be returned to you to be resent correctly. If you wish to change an item, you will have to return the item(s) back to us for a refund and place a new order including additional postage fees.
If your product arrives faulty the same steps above will apply.