Delivery & Returns

Our service and policy....

Delivery & Returns

Our service and policy....


Delivery costs £4.95 in the UK, and is free on orders over £100 (excludes Highlands, Islands and Remote Areas, see below). Delivery lead time varies by item, but is typically 3 - 5 working days in the UK. We will need a signature on delivery.

Please note we are unable to accept returns on items that have been made especially for you, items that have been cut to order, or part orders of wallpaper.

  • Delivery

    How much does delivery cost?

    UK - £4.95 FREE on orders over £100
    Europe - £14.95
    Rest of World - £49.95

    We don’t charge for delivery of samples.

    Additional charges apply for delivery to UK Highlands and Islands, see below.

    Delivery of headboards within the UK is included in our standard rates, for other countries please call for a quote.

    How long will my items take?

    Delivery will typically take 3 - 5 working days in the UK, though some items may take longer depending on the supplier. Delivery to Northern Ireland, the Highlands and Islands, will take 2 days longer. For Europe and Rest of World, allow up to an extra 3 days lead time for delivery. You can find lead times for individual items on the product pages.

    As we have such a big product range we do not hold stock and the exact lead time depends on when our suppliers deliver to us.

    Made to measure items will take longer as we need to allow for making time. The current lead time on made to measure items is 6 - 8 weeks. We will contact you when your item has been completed to arrange delivery. If you decide you’d like us to fit your items, we will bring them with us when we come to fit.

    The cut off for guaranteed Christmas delivery was 20th November. For urgent orders, please call us to confirm delivery dates.

    If you have ordered some items with a short lead time and some with a long lead time, we will deliver the items with a short lead time first and then deliver the remaining items separately when they are ready.

    How will my items be delivered?

    We use delivery companies such as UPS and DPD for most items. Items will be packed to protect against damage in transit. The delivery companies we use will need a signature on delivery. For smaller items and samples we use regular post, and no signature will be required. All items are sent from us on a next day service, so should be with you within 24 hours of leaving our warehouse.

    Can you deliver my order on Saturday?

    Yes, we can deliver on Saturday to most destinations in the UK. There will be an additional extra charge for Saturday delivery which is typically £20 depends on the size and weight of your items. Please call us once you have placed your order and we can amend your details.

    Can you deliver my order on a specific date?

    Yes, please enter the date you would like your items delivered in the Delivery Comments box in the checkout. Please take account of the lead times for the items in your order.

    I need my item urgently, can you help?

    If you need your order of fabric or wallpaper really urgently, in some cases our suppliers can deliver directly to you on a next day service. Give us a call before placing your order, and we’ll see what we can do to help. There will be an additional charge which will depend on the delivery service used.

    Can I track where my order is?

    As soon as your item is handed over to the delivery company, we will email you with a tracking number so you can track the progress of your order.

    Can I rearrange the date of my delivery?

    As long as your items have not been dispatched we can rearrange the delivery date. Please contact us and we can amend your order details.

    Can I change the address where my order will be delivered?

    As long as your order has not been dispatched we can rearrange the delivery address. Please contact us and we can amend your order details.

           

    Do you require a signature on delivery?

    Yes, nearly all items will need a signature. Samples and very small items will be sent by regular mail and will not require a signature.

           

    What if I am not in when my order arrives?

    The delivery company will leave a card explaining how to arrange delivery for another day, or to another address. If the delivery company doesn’t hear back from you they will normally try to deliver twice again, before returning your order to us. If your order is returned to us the normal delivery rate will apply for re-delivery.

           

    What if my items are out of stock?

    As we offer such a large range, for most items we do not hold stock but order from our suppliers when we receive an order. We work closely with our suppliers to ensure we only offer items which have good levels of availability. However, very occasionally suppliers discontinue certain lines or there will be a delay in fulfilling your order. When this happens, we will contact you as soon as possible (normally within 24 hours of receiving your order) to see if you are happy to wait or arrange a refund.

           

    How long do samples take to arrive?

    Samples are sent by Royal Mail / Air Mail. Because we carry such a large range we do have to wait for samples to arrive from our suppliers, but we aim to deliver within 3 – 5 working days in the UK. Add up to an extra 3 days for Europe and Rest of World.

           

    Which countries do you deliver to?

    We deliver worldwide, if you can’t find your country on the delivery page of the checkout, please contact us.

    We are not able to deliver cut lengths of fabric or rolls of wallpaper to certain countries:

    Available only for delivery to addresses within the United Kingdom:
    Blendworth, de Le Cuona, Ian Mankin, Lorca, Matthew Williamson, Nina Campbell, Osborne & Little.

    Available only for delivery to addresses within the European Union:
    Andrew Martin, Anthology, Borastapeter, Christian Lacroix, Clarke & Clarke, Colefax & Fowler, Designers Guild, Eco, GP & J Baker, Harlequin, Harlequin Contract, Jane Churchill, Larsen, Manuel Canovas, Mulberry Home, Ralph Lauren, Sanderson, Scion, Threads, Zoffany, William Yeoward.

    We can deliver made to measure curtains, blinds, cushions and headboards worldwide. The only exception to this is for items made with fabrics by Jane Churchill which are only available delivery to addresses within the EU.

           

    Will I have to pay taxes or duties when my items arrive?

    Our prices do not include tax if you live outside of the UK or the European Union. You may be required to pay import taxes in your country.

           

    Security checks

    In order to help minimise online fraud, from time to time we carry random security checks with our customers. This may be a simple phone call before shipping an order, but on occasions we may also ask for proof of identity and proof of address.

           

    UK Highlands, Islands, Remote Areas, Channel Islands

    Channel Islands
    If your package is being delivered to the Channel Islands, please select Channel Islands in the checkout. The delivery charge is £14.95.

    Highlands, Islands, and Remote Areas
    If your package is being delivered to any of the UK postcodes below, the delivery charge is £14.95. Please call us to place your order, or place your order online and we will call you to take payment for the delivery charge.

    Postcodes where this delivery charge applies:

    LOW
    AB37
    AB44
    AB53
    CA18
    HS1
    IM
    IV14
    IV30
    IV36
    IV40
    IV7
    IV9
    KA27
    KW
    HIGH
    AB38
    AB45
    AB56
    CA27
    HS9
    IM
    IV28
    IV32
    IV36
    IV56
    IV7
    IV12
    KA28
    KW
    LOW
    LA15
    PA20
    PA21
    PA41
    PA42
    PA60
    PA61
    PA80
    PH17
    PH30
    PH49
    TR21
    ZE
    HIGH
    LA23
    PA20
    PA38
    PA41
    PA49
    PA60
    PA78
    PA88
    PH26
    PH44
    PH50
    TR25
    ZE



  • Returns

    What is your returns policy?

    Due to the bespoke nature of our products we are unable to issue refunds on items that have been cut for you, all made to measure products including poles and tracks, and part orders of wallpaper. This is why we always recommend ordering samples of fabrics and wallpapers before placing an order.

    All other items may be returned within 14 days of delivery. Items must be returned undamaged and in their original packaging. Wallpaper orders may only be returned as complete orders.

    Please inspect your items when you receive them. For fabrics and wallpapers, please check you are happy prior to cutting or hanging. If your order arrives damaged or faulty please let us know within 48 hours of delivery.

    Can I cancel my order?

    If you’d like to cancel your order, please let us know within one hour of ordering for a full refund. Please note our opening times are Monday to Friday, 9.30am till 5.30pm. Contact Us.

    Can I amend my order?

    If you’d like to make changes to your order, please let us know within one hour of ordering. Please note our opening times are Monday to Friday, 9.30am till 5.30pm. Contact Us.

    Returns of made to measure items, poles and tracks

    We are not able to accept returns on any made to measure items including curtains, blinds, cushions and headboards as they will have been made or cut to order and we are not able to sell them to another customer. We cannot accept returns due to incorrect measurements supplied to us.

    We do our very best to make sure your made to measure items are perfect, but in the event there is a fault we will first see if it is possible to make an alteration to fix the fault. If we cannot fix the fault, we will arrange a replacement, or a partial or full refund.

    Returns of fabrics, trimmings, and other items cut to order

    Lengths of fabric and trimming are cut to order, and so are not returnable for lengths under 5 metres. In some circumstances, for lengths over 5m we may be able to accept returns of fabric, but this will depend on the supplier and will be subject to a restocking fee of 25%.

    We recommend obtaining a sample before ordering. Please check your fabric before cutting.

    Returns of wallpaper

    Complete orders of wallpaper may be returned. We cannot accept returns of part of an order.

    What to do if your item is faulty

    If your item is faulty please email theteam@janeclayton.co.uk or call us on 01761 404505. We will normally need to arrange collection of the faulty item, and once inspected we will advise you on the options.

    Once cut we will not be able to consider a length of fabric for return. Wallpaper should be checked again when 2 drops have been hung. Please stop wallpapering if you come across a fault at this stage.

    How do I return an item?

    Please email theteam@janeclayton.co.uk with your Order Number and details of the items you would like to return. Please wait for confirmation from us before returning your items.

    Goods are your responsibility until they reach our warehouse, so please make sure they are well packed. We recommend using a delivery service which requires a signature to ensure that you have proof of return. The cost of returning an item is at your expense.

    Have you received my returned items?

    Once we have received your returned items we will email you to let you know, and to confirm any refund due.

    How long will my refund take?

    Once we have processed a refund we will confirm this to you by email. The exact timing of when you receive the refund depends on your card issuer, our payment providers will pass funds back to your card issuer within 1 working day, but it will then typically take a few more days before funds are allocated by your card issuer to your account. Typically, refunds take 3-5 days.