- How do I obtain a copy of my invoice/receipt?
- I have purchased an item from your website and wish to delay the delivery, is this possible?
- Where is my invoice/receipt?
- Can I call curtainfabricsonline.com to place a telephone order?
- Can we be invoiced for an order we wish to make, as opposed to paying when the order is placed?
- What happens if I input the wrong delivery address?
- My order has been duplicated, what should I do?
- If I order a pre-order when will I receive it?
- I have received the wrong item or completely the wrong order what should I do?
- Can I add or remove items from my order once I have placed it?
- I have not received my sample order, why?
- The delivery dates on my order keep changing, why?
- Where is my receipt, warranty and guarantee?
- The stock I wished to purchase is no longer allocated to my order, why?
- Will my order be dispatched together?
- My parcel shows signed for but I have not received it, why?
- Can I collect from you?
- How can I pay?
- My order has been returned to curtainfabricsonline.com, how do I get it sent again?
- Do we accept international credit cards?
- How do I track my order(s)?
- Some items are missing from my order, what should I do?
- How do I cancel my order?
- How can I locate my delivery depots?
- Can I redirect my order somewhere else after i have placed my order?
- Are you able to hold on to or reserve stock, once I have purchased it?
- Why has my Order been canceled?
How do I obtain a copy of my invoice/receipt?
You can print a copy invoice/receipt for any order from curtainfabricsonline.com via our website. Just follow these simple steps:
- Complete your purchase and pay with either a credit/debit card or paypal.
- Next you will be shown to a page showing a printable receipt for your purchase.
- On the right hand side you will see a 'print this page button'.
I have purchased an item from your website and wish to delay the delivery, is this possible?
Most items purchased on our website will normally be despatched within 5 working days. (Bespoke items can take up to 3 weeks) if you need us to delay the delivery of your item please send a message in the additional information field on the checkout or send an email to sales@curtainfabricsonline.com.
Where is my invoice/receipt?
We have now moved to a paperless system and all of our correspondence is sent out via email. If you require a printed invoice/receipt please email us your order number and we will post you one
Can I call curtainfabricsonline.com to place a telephone order?
Yes you can. We are happy to receive telephone orders. Please ring 01189864673
Can we be invoiced for an order we wish to make, as opposed to paying when the order is placed?
Unfortunate no, all orders must be placed online through curtainfabricsonline.com. We do not invoice for orders.
What happens if I input the wrong delivery address?
If you provide us with a wrong delivery address and your goods are signed for by another party, curtainfabricsonline.com cannot be held responsible for any loss you incur as a result.
Furthermore due to online fraud we cannot redirect any orders that have already been placed and are on route.
Please make sure that you input the correct address when placing your order.
My order has been duplicated, what should I do?
If your order is duplicated please click here to contact us as soon as possible, if you leave it too long both orders may well be dispatched.
If this happens the return cost will be at your expense. Please make sure that you only press the final button once, during busy times the site maybe slower than normal.
If I order a pre-order when will I receive it?
If a product is out of stock we will supply a due date, this is when we are expecting the product in to us. It will be dispatched on this day from us and should be delivered to you a few days later.
I have received the wrong item or completely the wrong order what should I do?
We ship hundreds of items a week and unfortunately due to human or computer error the wrong part/item can be dispatched.
Clearly we need to resolve this immediately and efficiently to your satisfaction, however please make sure that you have checked all the packaging as we sometimes pack multiple items in single boxes and use recycled packaging
Please make a note of the following details and contact us
- Your order reference number.
- Your contact details - either mobile or land line ( we will ring you ).
- Have you received something else, please clarify what.
- What haven't you received?
- What parcels/label numbers have you received.
If you would prefer to speak with a customer services operator then please ring 01189864673
Can I add or remove items from my order once I have placed it?
Unfortunately once the order is completed and in our system we are unable to edit it. If you would like any more items then you will need to place a new order.
If you contact us before the item has been despatched we will be able to cancel your orginal order and take a new revised order.
I have not received my samples, why?
Fabric and curtain samples are despatched every tuesday and friday meaning you should receive your samples on the wednesday or monday. If they have not arrived it may be for one of the following reasons
- The samples have been lost - The samples are sent through the royal mail first class service and although reliable this is not traceable and occasionally samples do go missing. If this is the case we will get a new sent sent straight out.
- The sample is out of stock - This seems like a funny situation but the samples tend to be cut from the rolls of fabric and if a design of fabric is out of stock then we sometimes have to wait for a new piece to arrive before sending a cutting. If this is the case we would normally send out what we have and then forward the outstanding cutting once it is back in stock.
click here to contact us
Thank for your help and understanding with this matter.
The delivery dates on my order keeps changing, why?
This normally only affects manufacturer despatched items, if your order has been affected please accept our sincere apologies and please be assured that our buying department is doing their utmost to rectify the problem. The problem can be caused by many factors the most common are: the goods are awaiting release by customs at the docks. The manufacturers have missed their booking in date or we have been supplied the incorrect pre-order date.
If you have placed an order and are unable to continue to wait please contact us and we will be happy to suggest a different product / colour or happy to issue you with a refund.
It's also worth knowing that if curtainfabricsonline.com is out of stock then other UK suppliers are also likely to be out of stock simply because all the stock comes from the same source and therefore everyone tends to be affected.
Where is my receipt, warranty and guarantee?
The e-mail that curtainfabricsonline.com sends you is your order receipt, we do not send any written paper work with your order. This also acts as your proof of purchase for any warranties on products.
The stock I wished to purchase is no longer allocated to my order, why?
Whilst our warehouse team work hard to ensure the accuracy of our stock levels, very occasionally, a discrepancy occurs where our system thinks we have more units in stock than are physically shelved within our warehouse. This is due to a manual stock counting error.
Our buyers will automatically be alerted to the situation and we will replenish the stock as quickly as possible. When stock is available, it will be allocated to your order automatically and dispatched as normal.
If you prefer not to wait, you can of course cancel your order at any time. To do this email us by clicking here
Will my order be dispatched together?
It is sometimes possible for us to oversell items and under these conditions we may send you part of your order with a balance to follow. No additional carriage charges will be made as a result of this.
However generally your order will be dispatched together, if there are any problems you will be contacted.
My parcel shows signed for but I have not received it, why?
Please check with your neighbours to make sure that they have not signed for it. Then click here to contact us immediately where we have a set procedure in place.
When customers report that they have not received their goods, the first thing we do is check the delivery records with Fedex. We ask the delivery company to provide a proof of delivery (POD), which means the time and date they delivered the goods(s), together with the name of the person who signed for it.
We will then be in contact to resolve the matter as soon as possible.
Can I collect from you?
If you order from curtainfabricsonline.com your goods will have to be delivered. We do hold a large percentage of our stock in our Reading warehouses but we do also have many products that are despatched on our behalf directly from the manufactures.
How can I pay?
We accept the following credit cards: Visa, Mastercard, Delta, Switch, Maestro, Solo and we also accept paypal
My order has been returned to curtainfabricsonline.com, how do I get it sent again?
You will need to re-order your goods as your order will be cancelled when it is returned to us by the courier.
You need to click here to contact us with your original order number for your refund to be issued, however you will be charged the cost of return which is £15 for the fist 10kg and 48p per kilo after.
Do we accept international credit cards?
We do accept international orders and international credit cards. If your card is issued in a different country to that of your delivery address then the transaction may be cancelled. The transaction would be assessed based on the likelyhood of it being fraud. And would only be done with the intention of protecting ourselves and the card holder from fraudsters.
Thank you for your understanding.
How do I track my order(s)?
At the present time we do not supply our customers with tracking numbers.This is because a number of our products are sent directly from their manufacturers and unfortunately they do not all use the same fedex system that we do.
We do have the ability to track the progress of an item though so if there are any problems please email us and we'll trace the parcel.
Some items are missing from my order, what should I do?
If you have received your order and you think that some items are missing please inform us as quickly as possible. However please make sure that you have checked all the boxes that you received as we some times pack multiple items in single boxes.
Please click here to contact us through our online customer service solution and please provide the following information:
- Order Number
- Items Missing
How do I cancel my order?
Due to our fast processing of orders it may be impossible for us to attempt to stop, hold or cancel an order once it is placed. If you wish to cancel an order please click here and if it hasn't been actioned then we will arrange for the order to be cancelled. You do have the right to cancel an order within 7 days starting from the day after delivery (exclusions apply for items made to your own specifications). The cost of returning unwanted items is at your expense.
How can I locate my delivery depots?
curtainfabricsonline.com use Fedex as their delivery company, if you wish to speak with your local depot servicing your area please follow the link below and enter your post code to obtain their contact details.
Fedex Depot Finder - Click here
Can I redirect my order somewhere else after i have placed my order?
Once the order is in transit we can re-direct your delivery for a cost of £10.
To use this service please contact us and we can arrange this for you.
Are you able to hold on to or reserve stock, once I have purchased it?
Unfortunately we are unable to hold or reserve stock for our customers presently.We would not like any damages/mistakes to occur whilst stock is in situ.
Why has my Order been cancelled?
curtainfabricsonline.com screens all orders for signs of fraud. Unfortunately occasionally genuine orders get cancelled by mistake. This may be due to you inputing incorrect information in to the checkout, Or you personal details not 100% matching the personal details on the credit card account.
Please ensure all personal details are the same as your credit cards details before checking out
