Shipping policy

This Shipping Policy explains how orders placed with DRAPEHOUSE LTD (“DRAPEHOUSE”, “we”, “us” or “our”) are processed, dispatched and delivered.

This Policy should be read together with our Terms of Service, Refund Policy and Privacy Policy.

Nothing in this Shipping Policy is intended to exclude or limit any rights that consumers have under applicable UK law.

1. CONTACT DETAILS

Trade name: DRAPEHOUSE LTD
Company number: 17439298
Physical address: 1 Mann Island, Liverpool, England, L3 1BP, United Kingdom
Email: info@drapehouse.shop

For questions about delivery, dispatch, tracking or an existing order, please contact:

info@drapehouse.shop

Please include your order number whenever possible.

2. ORDER PROCESSING

Orders are processed after successful payment authorisation and acceptance of the order.

Processing may include:

  • payment verification;

  • fraud and security checks;

  • stock confirmation;

  • order preparation;

  • picking and packing;

  • product inspection;

  • preparation of made-to-measure products;

  • manufacturing where applicable; and

  • transfer to the relevant carrier.

Processing times vary depending on the type of product ordered.

Standard stocked products will generally require less processing time than made-to-measure or customised curtains and blinds.

The estimated processing or delivery information shown on the relevant product page or during checkout should be reviewed before placing an order.

3. BUSINESS DAYS

Unless otherwise stated, references to business days in relation to processing and delivery mean Monday to Friday, excluding public holidays applicable in England.

Orders placed during weekends or public holidays may begin processing on the next applicable business day.

4. STANDARD PRODUCTS

Standard products may include:

  • ready-made curtains;

  • standard-size blinds;

  • curtain accessories;

  • hooks;

  • rings;

  • brackets;

  • fittings;

  • curtain hardware; and

  • other products that do not require custom manufacturing.

Estimated processing and delivery times will depend on product availability, warehouse location, destination and selected delivery method.

Where an estimated delivery timeframe is displayed at checkout or on a product page, this is an estimate unless we expressly state that a particular date is guaranteed.

5. MADE-TO-MEASURE PRODUCTS

Made-to-measure curtains, blinds and other customised products require additional preparation or manufacturing time.

This may include:

  • reviewing submitted measurements;

  • preparing or cutting fabric;

  • manufacturing the product;

  • completing selected finishes;

  • fitting accessories or components;

  • quality checking; and

  • preparing the product for dispatch.

Estimated lead times for made-to-measure products may therefore be longer than for standard goods.

Any manufacturing or lead time shown on a product page is normally separate from the time required for transportation after dispatch unless expressly stated otherwise.

6. ORDER CUT-OFF TIMES

Where a cut-off time for same-day or next-business-day processing is displayed on the Store, orders placed after that time may be treated as having been received on the next business day.

Cut-off times may vary by product, warehouse or delivery service.

7. DELIVERY DESTINATIONS

We deliver only to destinations that are available through the Store checkout.

Available destinations may change from time to time depending on:

  • carrier availability;

  • product dimensions;

  • product weight;

  • fulfilment location;

  • legal restrictions;

  • shipping costs; and

  • operational requirements.

If your address cannot be accepted at checkout, this generally means delivery is not currently available to that destination for the relevant order.

8. UK DELIVERY

Where available, we may deliver orders to addresses throughout the United Kingdom.

Delivery availability and charges may vary for:

  • England;

  • Wales;

  • Scotland;

  • Northern Ireland;

  • Scottish Highlands;

  • Scottish Islands;

  • Isle of Man;

  • Channel Islands; and

  • other remote or offshore locations.

Additional charges or longer delivery times may apply to certain areas.

Any applicable delivery cost available to us will normally be displayed during checkout before you complete your order.

9. SHIPPING COSTS

Shipping costs depend on factors including:

  • delivery destination;

  • parcel dimensions;

  • parcel weight;

  • number of parcels;

  • product type;

  • fulfilment location;

  • selected delivery service; and

  • applicable carrier charges.

The shipping charge applicable to your order will normally be displayed at checkout before payment.

Where free delivery is offered, any minimum purchase requirement, geographical limitation or other applicable condition will be stated with the offer.

10. LARGE OR BULKY PRODUCTS

Some curtains, blinds, poles, rails or other products may be classified as large, long, heavy or bulky items.

These products may:

  • require specialist transportation;

  • be excluded from certain standard delivery services;

  • have different delivery charges;

  • have longer delivery times; or

  • require someone to be present to accept delivery.

Where relevant, additional delivery information may be displayed on the product page or during checkout.

11. MULTIPLE SHIPMENTS

DRAPEHOUSE LTD may use more than one supplier, warehouse or fulfilment provider.

As a result, products from the same order may be dispatched separately.

You may therefore receive:

  • multiple parcels;

  • multiple dispatch confirmations;

  • different tracking numbers; and

  • deliveries on different dates.

A partial delivery does not necessarily mean that the remainder of your order is missing.

Please check any dispatch information provided to you.

12. FULFILMENT PARTNERS

DRAPEHOUSE LTD may use third-party suppliers, manufacturers, warehouses, fulfilment companies and logistics providers to prepare and dispatch orders.

As a result:

  • an order may not be dispatched directly from our Liverpool address;

  • products may be dispatched from different warehouses;

  • customised products may be dispatched from a manufacturing location;

  • return locations may differ from dispatch locations; and

  • carrier information may vary between orders.

The use of third-party fulfilment partners does not remove DRAPEHOUSE LTD's obligations to customers under applicable law.

13. DISPATCH CONFIRMATION

Where available, we will provide a dispatch confirmation when your order has been handed to the carrier or otherwise marked as dispatched by the relevant fulfilment provider.

The dispatch confirmation may include:

  • the products dispatched;

  • carrier information;

  • tracking information; and

  • an estimated delivery timeframe.

Some carriers or services may not provide real-time tracking.

14. TRACKING

If tracking is available for your order, tracking information will normally be provided by email or through your customer account, where applicable.

Tracking information may take some time to become active after dispatch.

Carrier tracking estimates are provided by the relevant carrier and may change during transit.

If your tracking information has not updated for an extended period, contact us at:

info@drapehouse.shop

Please include your order number and tracking number where available.

15. DELIVERY TIMES

Delivery times displayed by DRAPEHOUSE LTD or a carrier are estimates unless we expressly agree otherwise.

Delivery times may be affected by:

  • carrier delays;

  • weather;

  • traffic;

  • seasonal demand;

  • public holidays;

  • industrial action;

  • customs procedures where applicable;

  • remote delivery locations;

  • incorrect delivery information;

  • fulfilment delays; or

  • circumstances outside our reasonable control.

Where applicable consumer law gives you rights in relation to delayed delivery, those rights remain unaffected.

16. DELIVERY DEADLINE

Where no specific delivery date has been expressly agreed, orders will be delivered within the period required by applicable UK consumer law.

For consumer contracts, goods should generally be delivered without undue delay and within 30 days after the contract is entered into, unless a different delivery period has been agreed.

Where a longer delivery time applies to a made-to-measure or customised product, the relevant lead time communicated before or during the order process may form part of the agreed delivery period.

17. DELAYED ORDERS

If an order is delayed, please first review any tracking information supplied.

If you require assistance, contact:

info@drapehouse.shop

We may investigate the shipment with the relevant supplier, warehouse, fulfilment partner or carrier.

Where an order has not been delivered within an agreed or legally required timeframe, you may have rights under applicable consumer law.

Nothing in this Shipping Policy restricts those rights.

18. DELIVERY ADDRESS

You are responsible for providing complete and accurate delivery information.

Please carefully check:

  • recipient name;

  • house or building number;

  • street;

  • apartment or unit information;

  • town or city;

  • postcode;

  • country; and

  • contact details.

DRAPEHOUSE LTD is not responsible for delays caused solely by incorrect or incomplete information supplied by the customer where we have correctly used the information provided.

This does not affect any responsibility we may have for errors caused by us.

19. ADDRESS CHANGES

If you need to change your delivery address after placing an order, contact us immediately at:

info@drapehouse.shop

We will try to assist where reasonably possible.

However, once an order has been processed, manufactured, transferred to a fulfilment provider or dispatched, changing the delivery address may no longer be possible.

Do not rely on an address change being effective unless it has been confirmed.

20. DELIVERY ATTEMPTS

The carrier may make one or more delivery attempts depending on the delivery service.

If delivery cannot be completed, the carrier may:

  • attempt redelivery;

  • leave delivery instructions;

  • redirect the parcel to a collection location;

  • return the parcel to the sender; or

  • take another action permitted under the relevant delivery service.

You are responsible for following reasonable carrier instructions concerning redelivery or collection.

21. SAFE PLACE AND NEIGHBOUR DELIVERY

Some carriers may offer options to leave parcels:

  • in a nominated safe place;

  • with a neighbour;

  • at a parcel shop; or

  • at another authorised collection location.

If you specifically instruct or authorise a carrier to leave goods in a particular location or with a particular person, this may affect responsibility for the parcel after delivery in accordance with applicable law.

Where no such instruction has been given by you, consumer risk generally remains with the seller until the goods come into your physical possession or that of a person identified by you to receive them, subject to applicable law.

22. DELIVERY TO BUILDINGS AND APARTMENTS

For delivery to flats, apartment buildings, offices or other multi-unit properties, you are responsible for providing sufficient access information where required.

This may include:

  • apartment number;

  • entry code;

  • reception information;

  • floor information; or

  • other reasonable delivery instructions.

Carriers may not be able to bring large or bulky products beyond the building entrance unless the relevant delivery service expressly includes this service.

23. LARGE CURTAINS, BLINDS AND RAILS

Certain curtain systems, blinds, rails, tracks or poles may be unusually long or bulky.

Depending on the carrier, delivery may only be available to an accessible ground-level delivery point.

Customers should ensure that:

  • access to the delivery location is suitable;

  • the item can physically enter the property;

  • doorways, stairs and lifts are large enough where relevant; and

  • someone is available to assist with receipt where necessary.

Unless expressly stated, delivery does not include installation, unpacking or removal of packaging.

24. REFUSED DELIVERIES

If you refuse a delivery, contact us at:

info@drapehouse.shop

Refusing a parcel does not necessarily constitute a valid cancellation of the contract.

If you are exercising a statutory cancellation right for an eligible order, you should clearly notify us of your decision to cancel.

Where a refused parcel is returned to us or our fulfilment partner, we will handle the order in accordance with our Refund Policy and applicable law.

25. UNCOLLECTED PARCELS

If a parcel is delivered to a collection location and is not collected within the period specified by the carrier, it may be returned to the sender.

If this occurs, contact us.

Where redelivery is requested, additional delivery costs may apply where permitted by law and where the failed delivery resulted from circumstances for which you are responsible.

26. LOST PARCELS

If tracking indicates that a parcel may be lost, contact us at:

info@drapehouse.shop

We may need to open an investigation with the carrier or fulfilment provider.

Please do not assume a parcel is permanently lost solely because tracking has temporarily stopped updating.

Where goods are lost before risk has passed to you, we will provide any remedy required under applicable consumer law.

27. PARCEL MARKED DELIVERED BUT NOT RECEIVED

If tracking shows that your parcel has been delivered but you cannot locate it:

  • check the delivery address;

  • check around the delivery location;

  • check with members of your household;

  • check with reception or building management where relevant;

  • check with neighbours where appropriate; and

  • review any delivery photograph or carrier notice.

If the parcel still cannot be located, contact us promptly at:

info@drapehouse.shop

We may investigate the delivery with the carrier.

28. DAMAGED DELIVERIES

Please inspect your order as soon as reasonably possible after delivery.

If your product or packaging arrives damaged, photograph:

  • the external parcel;

  • the shipping label;

  • the damaged packaging;

  • the product;

  • the damaged area of the product; and

  • any internal protective materials.

Contact us at:

info@drapehouse.shop

Please include your order number and photographs where possible.

Do not dispose of the product or packaging until we advise you that they are no longer required for investigation.

Nothing in this section affects statutory rights relating to damaged or faulty goods.

29. INCORRECT OR INCOMPLETE ORDERS

If you receive:

  • the wrong product;

  • the wrong colour;

  • the wrong size due to our error;

  • an incomplete order; or

  • a product different from what you ordered,

contact:

info@drapehouse.shop

Please provide your order number and photographs where appropriate.

We will investigate and provide the appropriate remedy in accordance with applicable law.

30. MADE-TO-MEASURE DELIVERY ISSUES

If a made-to-measure product arrives and you believe the dimensions do not correspond with those accepted as part of your order, contact us before modifying or installing the product.

We may ask you to provide:

  • photographs;

  • measurements;

  • order specifications; and

  • other information reasonably necessary to assess the issue.

If the product was manufactured incorrectly, your statutory rights remain unaffected.

If the product was correctly produced according to measurements supplied by you, the provisions concerning customer-supplied measurements in our Terms of Service and Refund Policy may apply.

31. INSTALLATION BEFORE INSPECTION

We recommend inspecting curtains, blinds, rails, fittings and related products before permanent installation or alteration.

Where reasonably possible, check:

  • product type;

  • colour;

  • dimensions;

  • quantity;

  • visible condition; and

  • included components

before drilling, cutting, sewing, permanently attaching or otherwise modifying the product.

This does not limit rights you have where a defect could not reasonably have been discovered before installation.

32. INTERNATIONAL DELIVERY

If international delivery is offered through our Store, availability will be shown during checkout.

International orders may be subject to:

  • longer delivery times;

  • customs processing;

  • import restrictions;

  • local taxes;

  • duties;

  • import charges; and

  • carrier administration fees.

The party responsible for duties and import charges will be indicated during checkout or otherwise governed by the applicable delivery terms.

We do not control customs processing times.

33. CUSTOMS AND IMPORT REQUIREMENTS

Where an order crosses an international border, customs authorities may require information relating to the shipment or recipient.

Delays caused by customs procedures may be outside our direct control.

You are responsible for complying with lawful import restrictions applicable to you where appropriate.

Nothing in this section allows us to avoid obligations that apply to DRAPEHOUSE LTD under applicable law or the agreed delivery terms.

34. SHIPPING RESTRICTIONS

We may be unable to ship certain products to particular locations because of:

  • carrier restrictions;

  • product dimensions;

  • weight;

  • import restrictions;

  • legal requirements;

  • operational limitations; or

  • fulfilment availability.

If we discover after an order has been placed that we cannot lawfully or reasonably deliver the product to your address, we will contact you and provide an appropriate resolution, which may include cancellation and refund.

35. CHANGES TO DELIVERY SERVICES

We may change carriers or delivery providers where reasonably necessary.

For example, we may use an alternative carrier because of:

  • parcel dimensions;

  • delivery destination;

  • service availability;

  • operational disruption; or

  • fulfilment location.

Where a particular delivery service is a material part of your purchase, we will not make a materially detrimental substitution contrary to applicable law.

36. RETURNS ARE SEPARATE FROM SHIPPING

The address from which your order was dispatched is not necessarily the correct return address.

Please do not automatically return goods to:

  • the address shown on the shipping label;

  • the carrier;

  • the original warehouse;

  • the manufacturer;

  • a supplier; or

  • our Liverpool physical address

unless we have specifically instructed you to do so.

For return instructions, contact:

info@drapehouse.shop

Returns and refunds are governed by our Refund Policy.

37. EVENTS OUTSIDE OUR REASONABLE CONTROL

Delivery may occasionally be affected by events outside our reasonable control, including:

  • severe weather;

  • flooding;

  • fire;

  • transportation disruption;

  • widespread carrier disruption;

  • industrial action;

  • governmental restrictions;

  • infrastructure failures;

  • natural disasters; or

  • similar exceptional circumstances.

Where such an event occurs, we will take reasonable steps appropriate to the circumstances.

This does not remove statutory rights you may have concerning delayed or undelivered goods.

38. CONSUMER RIGHTS

Nothing in this Shipping Policy limits or excludes statutory rights available to consumers under UK law.

In particular, where applicable, you may have rights if:

  • goods are not delivered within an agreed timeframe;

  • goods are lost before delivery;

  • goods arrive damaged;

  • goods do not conform to the contract; or

  • delivery otherwise fails to meet applicable legal requirements.

Our contractual arrangements with carriers, warehouses, suppliers or fulfilment providers do not reduce statutory rights you may have against DRAPEHOUSE LTD as seller.

39. CHANGES TO THIS SHIPPING POLICY

We may update this Shipping Policy from time to time to reflect changes in:

  • our delivery services;

  • fulfilment arrangements;

  • carrier relationships;

  • delivery destinations;

  • our product range;

  • applicable law; or

  • our business operations.

The version applicable to an existing order will be considered together with the delivery information and terms provided when that order was placed.

The “Last updated” date at the top of this Policy indicates when this version was most recently revised.

40. CONTACT US

For shipping, delivery or tracking questions, contact:

DRAPEHOUSE LTD
Company number: 17439298

1 Mann Island
Liverpool
England
L3 1BP
United Kingdom

Email: info@drapehouse.shop

When contacting us about an existing order, please include your order number so that we can assist you efficiently.