Frequently Asked Questions

Browse F.A.Q. Topics

Curtain Poles

  • Do you provide an installation service?
    Unfortunately we do not provide an installation service. Our items do come with installation instructions and are easy to install. If you do have any problems with the installation of your items, please contact us and we may be able to recommend a local installer.
  • Can you send me a brochure or catalogue?
    We don't have a brochure or catalogue but our entire product range, including hi resolution photography are available to browse through on this site.
  • Can I get a quote?
    You can obtain all our prices from the website. Simply choose the dimensions you desire and click ‘Calculate Price’.
  • How do I measure my windows?
    You can use our helpful guides which are shown on our product pages. Our measuring guides show clearly how to measure your window based on the type of product you are buying.

Curtains

  • Do you provide an installation service?
    Unfortunately we do not provide an installation service. Our items do come with installation instructions and are easy to install. If you do have any problems with the installation of your items, please contact us and we may be able to recommend a local installer.
  • Can you send me a brochure or catalogue?
    We don't have a brochure or catalogue but our entire product range, including hi resolution photography are available to browse through on this site.
  • Can I get a quote?
    You can obtain all our prices from the website. Simply choose the dimensions you desire and click ‘Calculate Price’.
  • How long will samples take to arrive?
    We aim to post all samples within 24 hours. Unfortunately a small proportion of samples may get lost in the post. If you have not received your samples within 5 working days of requesting them, please contact us.
  • Do you offer free samples of your curtain fabrics?
    Yes we do. To order your free fabric samples straight from our website. Just click on the 'Order free fabric sample’ underneath the photo of the curtain. You should receive your sample within 2-3 working days.
  • How do I measure my windows?
    You can use our helpful guides which are shown on our product pages. Our measuring guides show clearly how to measure your window based on the type of product you are buying.

Customer Service

  • How do I know that my credit card details are secure?
    Our site uses secure data encryption (128 Bit) to send any personal information between you and our servers, When you start the registration process or enter any section of this website that requires your to enter anything personal you will notice the address bar displays 'https'(SSL) and a padlock will appear on the bottom bar of the browser. We do not store your credit card details on our site. We will ask you to enter your credit card details once you have registered and we need to take payment for your order. We only use these details to authorise the payment with our payment providers. The credit card details are encrypted using SSL so you can be confident that your information is secure at all times.
  • How will I know if the item I ordered is in stock?
    All products listed on our site are usually in stock. We will confirm your order by email within 24 hours of receiving it. In the unlikely event that an ordered item is out of stock, we will notify you by phone or email as soon as possible and give you an estimated delivery time for your order. If the new estimated delivery date does not meet your expectations then you can change or cancel your order.
  • Can I pay by cheque?
    Yes. If you would like to pay by cheque then please contact us and place your order over the phone. Our customer service team can take your order and provide you our address to send your cheque. Cheques should be made payable to: Handmade Retail Ltd. Your order will be processed once your cheque has cleared and you will receive an order confirmation email.
  • Do you have any shops?
    We are solely an online retailer and do not have any shops on the high street. This allows us to offer you the very best prices. Our curtains and poles are handmade in our factory in East Anglia.
  • Who do I contact if I need more information before I place an order?
    Our dedicated customer service team will be happy to help you with any query that you may have.  All our contact details are on our contact us page.
  • How do I know that my order has been placed?
    When your order has been placed you will receive an order confirmation email from us providing you with an order number. If this email has not arrived first check your junk folder in case it’s in there and failing that please contact us.
  • Why shop with Handmade?
    For more than 20 years our highly experienced team of skilled makers have been producing the highest quality of hand-sewn curtains and made to measure hardware. All our products are price matched so you know your are paying the lowest prices when you shop with us. The quality of materials used, as demanded by professional’s designers and architects, is the same quality offered to you.
  • How can I contact Handmade?
    You can email us at customercare@handmaderetail.co.uk, or call us on 01625 837404. You can also write to us at Handmade Retail Ltd, 3rd Floor Springfield House, Water Lane, Wilmslow, Cheshire, SK9 5BG, United Kingdom. You can also send us a direct message on Facebook or Twitter.

Delivery

  • What happens if my order does not arrive?
    In the unlikely event that your order is not received within the period specified for the items you ordered, please Contact Us us and we'll investigate for you.
  • Can I have my items delivered to an address other than my home address?
    Yes! We are happy to arrange for deliveries to be made to a work address or neighbour's address but please be aware that most items we despatch will require a signature upon delivery. Please ensure that you have indicated a different delivery address when you place your order.
  • How quickly will my items be despatched?
    As all our products are made to measure, delivery normally takes between 7 – 14 days (lead times vary on specific products). Once your order is confirmed, we will contact you to confirm delivery date. Please see our delivery page for more information.
  • I still haven’t received my items, what should I do?
    If you have not received your items within the stated delivery period, please contact us.
  • I don’t live on the UK mainland, is there an additional carriage charge?
    Overseas delivery charges are charged at cost from our courier and calculated according to weight and destination. If your delivery address is overseas, our customer services team will contact you to confirm any delivery charges and take payment before processing your order.
  • What if my items are delivered damaged?
    When taking delivery of your items please check the packages carefully before signing for them. If the contents cannot be checked please write 'Unchecked' on the courier's document. It is important that the items are checked carefully and that any damages are reported to us within 3 days of receipt, otherwise a claim cannot be made. Please read our returns policy for more information.
  • How much does delivery cost?
    We offer free delivery for all orders to UK mainland. We will contact you to confirm delivery if your address is overseas in which case there may be an additional delivery charge which will be at cost from our courier and calculated according to weight and destination.

Returns

  • I made a mistake with my measurements, what can I do?
    If your product is made-to-measure you will have to order new items as we cannot accept these as returns. Please see our returns policy for more information.
  • I have received the wrong size items, what should I do?
    Firstly, make sure that you have removed the items from their packaging and measured them. The packaging for made-to-measure items is often labeled with the dimensions from which they were cut and not their finished size. If you have definitely received the wrong size items, contact us and we can arrange for them to be collected. Once we have examined the items, we will then dispatch your new correct size items. Please see our returns policy for more information.
  • What if my items are delivered damaged?
    When taking delivery of your items please check the packages carefully before signing for them. If the contents cannot be checked please write 'Unchecked' on the courier's document. It is important that the items are checked carefully and that any damages are reported to us within 3 days of receipt, otherwise a claim cannot be made. Please read our returns policy for more information.