From returns to collections, this FAQ answers the most common questions.
- Choosing Your Part -
- How do I know which part I need?
- What can I do if you don't have the part I need?
- Ordering -
- Which payment methods do you accept?
- Can I collect an item?
- Where can I find delivery information?
- An item is out of stock, can I pre-order?
- Do you offer international shipping?
- Are prices inclusive of VAT?
- Will I be supplied with a VAT invoice?
- How do I use my voucher code?
- After Sales -
- What if my item arrives damaged?
- Can I make changes to my order?
- My order hasn't arrived within the estimated time frame.
- What is the returns and refund policy?
- How can I best use and maintain my canopy or curtain set?
Choosing Your Part - There are so many parts to choose from, how do I know which one I need?
The first thing to do is to check for any catalogue or model numbers. If you have one, type it in to the "Search" tool up at the top left corner of our site, and you might just get lucky... If you don't know the model number, but know where you purchased it from and the size and style (e.g. pop up, patio etc), then try the "Search by Brand page which is linked to in the header menu is a list of all models we stock parts for, split by retailer, so this may help to narrow it down. Don't know the brand? Don't worry, it's still possible to find the part you need! Start by identifying the part type. For an overview of part types, click the "Search By Type" link in the header menu. Here you can narrow down the type of part, and from there you may need to take measurements in order to match up the exact part you need. Still struggling? Pop us an email on firstname.lastname@example.org with any information you have and we'll take it from there. Photos and measurements help!
Choosing Your Part - What can I do if you don't have the part I need?
If we don't have the part you need then please get in touch - it may be that you've not found it on our website, or we may be able to advise you of a compatible alternative. We may also be able to source the part for you, so it's always worth checking. Either give us a call or pop us an email.
Ordering - Which payment methods do you accept?
We accept all major cards, including Visa, Master Card and American Express. We also accept Apply Pay. We do not currently accept payment by Paypal.
Ordering - Can I collect an item?
You certainly can. Please check our address details and opening times on our Contact Us page. Please inform us beforehand so that we can make sure the item is available and in stock. Payment can either be made before arriving or on arrival, by cash or card.
Ordering - Where can I find delivery information?
The easiest way to check the delivery times and cost is to have a look at our Shipping Page - here you can see an overview of the costs and times without having to first add items to your basket and fill out your shipping details. Alternatively you can add the required part(s) to your basket, then view your basket - you will then need to put in your address details so that we can calculate the accurate postage.
Ordering - An item is out of stock, can I pre-order?
As a rule, we don't accept pre-orders for out of stock items. We will always try to give an accurate date of arrival at the top of the item description for that item, and also give you the option to submit your email address to our waiting list, so that you receive an email as soon as the item is back in stock. To do this, click on the out of stock item so that the full item description is displayed and then scroll down the screen. Just under the photo(s) you will see a box where you can enter and submit your email address. You will then be sent an automated email the minute the item is available to purchase again on our site.
Ordering - Do you offer international shipping?
Yes, we can ship to most countries worldwide. For an overview of our shipping costs please see our Shipping Page, or to have the amount calculated automatically please add the required items to your basket, view your basket, fill in your delivery details and the shipping cost and estimated delivery time will be displayed at the next stage.
Ordering - Are prices inclusive of VAT and
Yes, all prices are inclusive of VAT at 20%.
Ordering - Will I be supplied with a a VAT invoice?
Yes, all prices are inclusive of VAT at 20%.
Ordering - How do I use my voucher code? If you have a voucher code you can use it when entering your payment details at the last stage of the Shopping Basket process. A Voucher Code field will be present on the right hand side, under the basket summary. Discounts do not apply to shipping.
After Sales - What if my item arrives damaged?
If the item arrives damaged please don't worry - we will always do our best to resolve the problem to your satisfaction. Please pop us an email or give us a call, quote your order number and provide a description of the damage. We will then usually ask you to send us a photo of the damaged item via email (if you haven't already done so) so that we can verify the damage - in many cases this prevents you having to send the item back for verification. Once we have assessed the damage we may first offer you a partial refund, but if you do not wish to accept this then we will send a replacement (unless low stock prohibits us from doing so). If you receive an order and it's damaged, please let us know as soon as possible and bear with us while we sort it out for you.
After Sales - Can I make changes to my order?
Yes, as long as your order has not yet been shipped then simply pop us an email or give us a call, quote your order number and explain the changes you require - one of our customer services team will be happy to help with this.
After Sales - My order hasn't arrived within the estimated time frame.
Please get in touch with us if your item hasn't arrived within the estimated time-frame. In almost all instances this will be due to a delay with the courier/Royal Mail, and the order will usually be only 1 or 2 days late - it is extremely rare for an order to go missing completely. If the item can be tracked then we will do this for you, however we use Royal Mail's untracked parcel service for many of our orders. In these cases we will advise you of a date for which we would require you wait until, and if it hasn't arrived by that date we will then send out a replacement.
After Sales - What is the returns and refund policy?
We accept returns on all items as long as the return is completed within 60 days of initial purchase.
Items still in new condition: Please contact us first to advise us that you will be returning the item and then follow the instructions below to send the item back. To receive a refund which includes your original postage (this excludes any extra payments made for express shipping) you will need to contact us within 14 days of having received the item, and send the item to us within 14 days of the date you notify us. After 14 days the original postage will not be refunded. You will have to pay for is the cost of returning the item.
Items not in new condition: If you've damaged or soiled the item then you will need to contact us first so that we can assess the damage and advise the value of the refund you can expect to receive. You will then need to follow the instructions below.
Return instructions: Please return the item(s) to the address on the invoice (6 Curtis Centre...etc). Please include a copy of the sales receipt or a note containing the sales receipt number. Please also write this number on the outside of the parcel. We will then process the return once the item(s) have been received and checked. It can take us up to 10 working days to process returns once they reach us. For small items, we advise customers to use Royal Mail. We don't specifically require that you use a tracked service, however items are returned at the customer's risk. For larger items (up to 120cm in length) we advise customers to use the My Hermes courier service to return the item as this is the cheapest tracked method. For extra large items (over 120cm) we advise Parcelforce. If you need advice booking any of these services please let us know. Please ensure all items are adequately packed so that they reach us in new condition. If you are returning a strut or pole please ensure that the ends of the bars are protected with bubble wrap or similar so that they don't sustain damage during transit.
After Sales - How can I best use and maintain my canopy or curtain set?
For advice on maintaining and caring for your canopy or curtain set please see our Canopy Care Advice section by clicking here.