Delivery / Returns / Refunds

 

At Redwood we aim to process every order we receive with the utmost speed, care and attention.

 

For standard curtains and standard replacement parts we typically aim to turn around orders within 2 working days. Made to measure items typically take between 2-4 working days to make and dispatch. For orders placed through our online shop, all timings are taken from the day in which the order is placed. For all other orders, times are calculated from the day you contact us via phone or email to confirm your order.

 

PLEAE NOTE: In certain circumstances it may be necessary for us to order in specific elements to fulfill your order. If this is the case, we will update you accordingly regarding timings.

 

All our products are carefully packed and labelled for safe transit and will be delivered to the UK mainland address of your choice via our regular national next day courier service. Should you require a quicker delivery, to use your own courier, or to arrange deliver outside of the mainland UK,  please inform us with your order. Note: Online account holders can track their orders electronically so they are always fully aware of their status. 

 

All curtain strips and sheets (unless specially requested at time of order) are rolled for delivery. Please allow a minimum of 48 hours from unrolling/hanging for the PVC to fully unfurl and return to its pre-packed state.

 

If, for some reason your order arrives in damaged condition, please do not sign for or accept the consignment.  Mark the carrier's ticket clearly with the word DAMAGED and sign in the normal place. We will not accept responsibility for damaged goods if the ticket is not signed as above. Contact us immediately by telephone so that we can take the matter up with our carrier.  If products have arrived damaged, we will arrange to get replacement goods to you as soon as possible

 

In the unlikely event that the incorrect goods have been supplied or have not been made to your satisfaction, please contact us immediately so that we can attempt to rectify the situation. Proof that the goods arrived in an unsatisfactory condition must be provided. Please note: it is the purchaser's responsibility to ensure the goods ordered are for the right dimensions and fit for their intended purpose. Errors in ordering will not be accepted as a reason for a product return

 

We compy fully with current  EU legislation and the Consumer Protection (Distance Selling) Regulations 2000.

 

All customers have a 7-day 'cooling off' period from the day they receive their goods, in which time you are able to cancel your order and recieve a full refund including original delivery charges. This only applies if you have purchsed an unmodified stock item and the goods have not been used or damaged in any way. Where a product has been bespoke manufactured we are within our rights to refuse a refund.

 

Written confirmation of your request for an order cancellation/refund must be received by us within this 7-day  'cooling-off 'period. Upon receipt of your request we will discuss with you how the goods should be returned. No refund will be made until the goods have been returned and checked. 

 
If the reason for the cancellation is simply a 'change of heart' then the return delivery costs must be bourne by the customer. However, if the reason for the cancellation is a product fault, the return delivery costs will be met by Redwod. 

 

If you would like to discuss our delivery, returns or refunds policy policies in more detail, please contact us.