Customer Services Help Advice

Welcome to PolesandBlinds.com Customer Service Centre where you can find all the information you need about the ordering process, delivery, returns, refunds and about us.

If you cannot find the answer to a particular question in sections below please do not hesitate to call us on 0845 465 0101 (local rate from landlines) and speak to one of our friendly advisors or email us on info@polesandblinds.com

During office hours you may chat to a real person by clicking on the "Live Help" box which you will find at the top right hand side of the site, below the main navigation bar.

All of our staff are very knowledgeable and ready to answer any questions or queries you may have.


Ordering Back to top

Want to know about ordering from us? Click on the Links below.

  • Christmas Delivery Schedule?

    To ensure your order is delivered in time for Christmas we have listed our order cut off dates and times:

    Curtain poles, Curtain tracks and Accessories Monday 22nd December before 4pm (with the exception of Speedy Products 18th December 1pm and Cameron Fuller products which is Friday 19th December before 1.00pm).

    Made to measure curtains Monday 19th November.

    Made to measure Roman Blinds, Wooden blinds and Metal Venetian Blinds Monday 8th December.

    Made to measure Roller Blinds, Vertical Blinds Tuesday 16th December.

    All orders placed after these dates and time will be processed as normal on the Monday 5th January.

  • How Do I Place an Order on the Web Site?

    When you find a product you wish to purchase, click the 'Add to Basket' button on the product page. A small box will appear in the middle of the screen summarising the product details and the price. Within that box it will ask you if you wish to 'continue shopping' or 'go to basket', click on whichever is relevant to your order. You may review your items in your basket on the Basket Page at a glance, amend quantities or delete a product from the basket if you wish. From here click the green 'Checkout' button to proceed to the checkout.

    The One Step Checkout

    Once in the checkout you can clearly see where to enter the following details:-

    1. Your details and billing address (enter the address as it appears on your card statement). If your delivery address differs from your billing address, simply un-tick the box saying 'Ship to the same address' then the new delivery address box will appear for you to fill out with the new address details.

    2. Shipping/Delivery cost will either state you have 'free delivery' when you spend over £75. If you spend between £12.50 and £75 the delivery cost is £6.50. Orders below £12.50 will only cost you £3.99 (applicable to UK Mainland).

    3. Payment Method - please enter your credit card details.

    4. Before clicking the 'confirm button' you can still review your order and leave any additional instructions in the text box provided. The one stage checkout should take no longer than 2 minutes from start to finish and the order is now completed.

    5. You will now receive an email confirming your order details, along with your order reference number which you will need to identify your order in any communication with us.

     

  • My Delivery and Billing Addresses are Different?

    We can arrange delivery to any address you require, simply fill out your billing address first, then if your delivery address differs from the billing address, un-tick the little box below the billing address and your new delivery address box will appear for you to complete.

  • I have a Coupon Code- What Do I Do?

    When at the 'Checkout' just above the 'Confirm order' button you will see the Coupon code box. Enter the code in the box and click the 'Apply Voucher' button. If the code is valid, the codes value or percentage will be deducted from the sub-total of your basket.

  • Is the Poles and Blinds Site Safe and Secure?

    Customers can be confident that a purchase made from us is totally safe and card transactions are made with the highest security available. We use the highest level of authentication currently available with a Verisign EV SSL certificate. All the information sent between you and PolesandBlinds.com is encrypted (256 bit) to ensure that nothing else can read the information being transmitted online during your transaction.

    You can tell if the checkout page is secure, the ‘http’ which is the prefix to www.polesandblinds.com has changed to ‘https’ and you will also notice the address bar goes green with a small locked padlock these both show you are in secure mode. You may rest assured that we will look after the privacy and security of your payment and personal details at all times.

    For further information on:

    Transaction Security

    Poles and blinds.com a verified business

    Privacy

    Cookies

    Find out more here (opens a new window)

  • I Am Having a Problem Placing my Order

    We are commited to providing the best online customer shopping experience possible. If you need any help or advice, please contact us by any of the following methods.

    During the working week, Monday to Friday (GMT 9.00am to 5.00pm) you can call us direct. The number is 0845 465 0101 (outside the UK calls us on 0044 1243 586660) Our lines are open between GMT 9.00am and 5.00pm, Monday to Friday, except Bank Holidays. Alternatively click the 'Live Help' button towards the top right of the website and be connected to a customer advisor via an instant messaging system. Our friendly, knowledgeable customer advisers can provide valuable help to help you to get your order placed. The Live Help chat is available between 9.00am and 5.00pm., Monday to Friday, except Bank Holidays. If a representative is currently unavailable to chat about your enquiry, the system converts it to an email, so please leave all your relevent contact details, including your order reference number and one of the team will be in contact with you as soon as possible.

    Outside office hours, send us an email to info@polesandblinds.com or see our 'Contact Us' page. Please leave your phone number, or order reference and the nature of the problem and we will make sure we reply to you as soon as possible on the next working day.

  • What Payment Cards Do You Accept?

    We accept all major credit cards and debit cards, with the exception of American Express. If you have a problem using your card, please call us on 0845 465 0101 (outside the UK on 0044 1243 586660)

  • Can I Order Over the Phone?

    We are always happy to help you place your order over the phone, especially if you need some expert advice about the products before you buy. Just call us on 0845 465 0101 between 9.00am and 5.00pm (outside the U.K. call us on 0044 1243 586660) and speak to one of our Sales Team.


Delivery Back to top

Got a question about delivery? You'll find answers to the most commonly asked questions below.


  • Christmas Delivery Schedule?

    To ensure your order is delivered in time for Christmas we have listed our order cut off dates and times:

    Curtain poles, Curtain tracks and Accessories Monday 22nd December before 4pm (with the exception of Speedy Products 18th December 1pm and Cameron Fuller products which is Friday 19th December before 1.00pm).

    Made to measure curtains Monday 19th November.

    Made to measure Roman Blinds, Wooden blinds and Metal Venetian Blinds Monday 8th December.

    Made to measure Roller Blinds, Vertical Blinds Tuesday 16th December.

    All orders placed after these dates and time will be processed as normal on the Monday 5th January.

  • How Much Does Delivery Cost?

    When you spend just £75 and over, UK mainland Delivery is FREE, orders between £12.50 and £75 are just £6.50. Orders below £12.50 will only cost you £3.99.

    Delivery thresholds may vary from time to time depending on special promotions.

    We use services and couriers that are thoroughly reliable and ensure that after your order leaves our warehouse, it arrives with you in the same good condition that it left us. Every single order that leaves our warehouse is backed up by our expert customer service team.

    European Delivery
    Delivery to Europe, including the Republic of Ireland does have an extra delivery cost. Once you have placed your order we will work out the carriage cost and contact you with the price via phone or email. Only on your acceptance of the additional carriage charge will full payment be taken and your ordered goods dispatched.

    International Delivery
    Worldwide delivery is available. Place your order as normal and an adviser will contact you within 72hrs with the additional delivery cost. Only upon your acceptance and payment in full of the additional cost will your ordered goods will be dispatched.

    Please Note: delivery times depend entirely on the delivery service chosen and the destination.

  • How Long Does Delivery Take?

    The majority of our products are dispatched and delivered within 2 working days. The delivery times are specified for every item on the site but as a guide, most curtains, poles, tracks and accessories take 2 working days. Made-to-measure blinds normally take 5 working days.

    If orders are placed after 4.30pm Monday to Friday, the stated product delivery times will start from the next working day. Orders placed over the weekend will be processed on the following Monday (not including Bank Holidays) and delivered within the stated delivery time. We are committed to ensuring customers goods are delivered as stated, with the provision of circumstances outside our control.

    Please note: Orders are dispatched and delivered on weekdays only, Mon - Fri. except Bank Holidays. If your purchased products have different delivery times stated, they may be delivered over multiple days. If this causes a problem you may arrange for your goods to be delivered to an alternative address.

    International and European Orders
    International and European orders delivery times will vary depending on where the goods are being shipped to. Simply place your order as normal and a member of staff will contact you via email as soon as possible with the additional delivery cost and estimated delivery time based on the delivery service chosen.

  • What Time of Day will My Goods Arrive?

    Deliveries are made on weekdays Mon - Fri. 8.30 am to 5.30 pm. All deliveries will require a signature on receipt but you don't need to sign for your package personally. Unfortunately we cannot give a specific delivery time or ascertain what time of day the goods will arrive.

    Orders are dispatched and delivered on weekdays only, Mon - Fri. except Bank Holidays.

  • What Happens If My Delivery & Billing Address are Different?

    This is not a problem, when you are at the checkout simply fill out your billing address first, then if your delivery address is different un tick the little box below the billing address and your delivery address box will appear.

  • Do You Ship to Europe?

    Yes we ship all over Europe, simply place your order as normal and a member of staff will contact you within 72hrs with the additional delivery cost. Only on acceptance and payment in full of the additional cost will your ordered goods be dispatched.

  • Do you Ship Internationally?

    Yes we do but there would be an extra shipping charge depending on where the goods are being shipped to. If you place your order as normal on the website we will then contact you via email within 72hrs with the additional shipping charge. Only upon your acceptance and payment in full of the additional cost will your ordered goods be dispatched.

  • Do You Offer Free Delivery?

    Order by 5pm (2pm Friday) and spend just £75 (or more) to take advantage of FREE express UK mainland delivery. For all orders between £12.50 and £75 you will have to pay only £6.50 for express UK mainland delivery. Orders below £12.50 will only cost you £3.99.

    Sign up for the PolesandBlinds.com newsletters and you be the first to know of our special promotions which may include other free delivery options under the usual £75 threshold.

  • Do I Need to Sign for my Goods When They Arrive?

    Yes, but you don't need to sign for your package personally, someone else can sign for it on your behalf. If you wish you can leave a signed note instructing the delivery driver to leave the goods somewhere safe at the property. The driver will then either keep or photograph the signed note as proof of authorisation as to where to leave the goods. At that point the goods will become your responsibility.

  • What If I Am Not in During the Day?

    If you're not in during the day (8.30am to 5.30pm); you can have your order delivered somewhere other than your billing address - maybe at work or with a neighbour. When you place your order, at the checkout you can fill out the delivery address with a different required delivery location.

    Sometimes a signed note can be left instructing the delivery driver to leave the goods somewhere safe at the property. The driver will either keep or photograph the signed note as proof of authorization to leave the goods, from then on the goods will become your responsibility.

    If you're not at home when the delivery takes place, the courier will leave a card with information on the attempted delivery and how to collect the item from the couriers nearest depot.

    If you can’t or do not wish to collect from the courier’s depot your goods will be re-delivered the next working day.

    If both delivery and re-delivery are missed, the goods will be held at the depot for a few more days and then returned to PolesandBlinds.com. If this is the case please call us on 08454650101 (outside the UK call us on 0044 1243 586660)

  • What Happens if I Have Missed all the Attempted Deliveries?

    If the primary delivery and re-delivery fails, the goods will be returned to us. In this instance you will be contacted by phone or email to arrange re-delivery of the goods. There will be a further charge for this, which will have to be met in full by you. We can take the payment over the phone for this before the order is released.

  • My Order Hasn't Arrived Yet

    Remember that delivery is between the hours of 8.30am and 5.30pm (working weekdays only), so do give the delivery time, as they may still be on their way to you.

  • I am Not Sure if the Delivery Driver Has Been

    Double check that you haven't been left an attempted delivery card. This card (often yellow in colour) outlines the details of the attempted delivery, so check it is not mixed up with your mail. If you are sure you haven’t been left a card, contact us via email or phone and we will try to locate your goods as quickly as possible.


Returns & Refunds Back to top

We hope you are happy with our products and service, however, if for any reason you need to return an item or amend an order, please read the answers below.

  • What is your Returns & Refunds Policy.

    We accept returns (except for made to measure goods) within 28 days of delivery.

    If you would like to return and obtain a refund (excluding delivery costs) for the goods you have received please notify us in writing to info@polesandblinds.com or alternatively you can call us on 0845 465 0101
    providing as much detail about your order as possible. A member of our team will then contact you to confirm the return details.

    Any goods you return will be at your own cost and must be new, unused and in their original branded packaging with all manufacturers’ labels still attached. The goods are your responsibility until they reach us so please make sure any returned items are very well packaged to avoid damage while in transit. Please ensure your order number is clearly marked on the outside of the parcel and any relevant documetation enclosed with the parcel.

    If on receipt of the goods we inspect them and conclude that they are not new and unused or they are not in their original branded packaging with all manufacturers’ labels still attached we will not be able to provide a refund. We will notify you if this is the case and you will be responsible for arranging for the collection of the goods from us.

    Can I Return or Cancel a Made to Measure Product?

    Made to Measure Products
    If your order is for a made to measure item, we are not able to amend, cancel, refund or exchange the goods, unless the item is covered by the damaged or faulty goods policy. Made to measure products are any items that require you to enter your window dimensions on your order form.

  • Can I Make an Amendment to my Order After I Have Placed It?

    We will always try to enable amendments to your order (except for made to measure goods). If you find that you need to amend your order, please email info@polesandblinds.com as soon as possible (providing all the relevant order details) or alternatively you can call us on 0845 465 0101, quoting your order number.

  • Can I Cancel my Order?

    If you need to cancel your order, please email info@polesandblinds.com as soon as possible (providing all the relevant order details) or alternatively call us on 0845 465 0101, quoting your order number.

    Under the Distance Selling Regulations, if you buy online or by phone, as a consumer you are entitled to cancel an order/return the goods and to receive a full refund (including delivery costs if any). You have 14 days (the “cooling-off period”), commencing on the day after you have placed your order, in which to cancel. You must notify us in writing by email to info@polesandblinds.com. You do not have to provide a reason for the cancellation.

    If you have received the goods before the "cooling-off period" has expired, in addition to notifying us immediately, you must return the goods to us at your cost. Whilst you have the goods it is your responsibility to look after them and they must be returned to us new and unused and in their original branded packaging with all manufacturers’ labels still attached.

  • Can I Exchange My Goods?

    Yes, you can exchange your goods (except for made to measure goods).

    The quickest and easiest way to exchange your goods is to return the unwanted goods in line with our returns and refunds policy outlined above for a full refund (excluding delivery costs) and then place a new order for the required goods.

  • What Can I Do If There is a Problem With My Order?

    I’ve received goods and they were damaged or faulty.

    We do everything we can to ensure that your goods arrive as per your order but occasionally things can go wrong. If they are visibly damaged at the point of delivery please sign the applicable box on the delivery driver’s document. However, we know not everyone may notice or check for damage straight away and it many only become apparent once the goods have been unpacked.

    • Goods have been damaged in transit; or:
    • There is a shortage to the number of goods ordered; or
    • Incorrect goods have been delivered; or
    • The goods do not conform with out terms and conditions www.polesandblinds.com/terms ; or
    • A defect arises within 12 months from the date of delivery

    Please contact us on 0845 465 0101 or enquiries@polesandblinds.com ASAP with your order reference number and state the nature of the problem (please provide a picture of any damage if applicable). We will do our upmost to help and we will be in contact with you at the earliest opportunity.

    We will ask you to return the goods at your cost. Upon accessing the situation and checking the goods and confirming that they are faulty we will either:

    • Send out a replacement; or
    • Repair the goods
    • We will then deliver the replacement or repaired goods to you free of charge.

    If we find that the defect in the goods is our fault we will of course refund the value you paid to return the goods to us. In order to do so please keep your returns receipt as proof of the value paid as we will be unable to credit the fees otherwise. If on inspection we deem the defect in the goods to have arisen otherwise than through our fault we will notify you and you will be responsible for collecting the goods from us.


About Us Back to top

PolesandBlinds.com are a family business with modern ideas and concepts with many years of experience in internet retailing, interior design, curtain pole, track and blind fitting. When you buy from us you may be assured of a friendly, efficient service, with an unrivalled knowledge and passion for helping you turn your design ideas into reality.

  • Poles & Blinds Team

    • Jonathan

      Jonathan

      Jonathan is a highly experienced track and blind fitting expert. Before co-founding PolesandBlinds.com, Jonathan ran his own installation company for many years. He uses his advanced skills in all types of window finishes, to help customers find all the information they need to choose the right product and fit it professionally.

    • James

      James 

      James' background in the online leisure industry has given him a wealth of internet experience. A co-founder of PolesandBlinds.com, James is passionate about customer care, and his artistic flair has been a constant source of inspiration. James believes that customers should receive the highest level of quality, service and value for money, expectations which have been maintained as the company has grown.

    • Angela

      Angela

      Angela is an internationally recognised interior designer. A co-founder of PolesandBlinds.com, her knowledge of home decor gives the company a unique perspective on the use and styling of window dressings and accessories. Her input is invaluable in providing customers with a point of reference to bring their home decor aspirations to life.

    • Staff member name

      Linda

      Linda has many years of experience in the industry and keeps our office running smoothly. She is always happy to communicate with customers directly, or via email, to ensure that their buying experience meets their expectations and the high standards we set for ourselves.

       

    • Diane

      Diane 

      Diane has years of experience in the retail and mail order industry. Her brilliant customer service skills have helped contribute to our unrivalled reputation within the industry, and lots of happy customers.

       

  • About PolesandBlinds.com

    We are one of the UK’s premier online retailers for window fashion. Since 2006 we have supplied tens of thousands of happy customers, throughout the U.K., Europe and abroad, with tracks, poles, fittings, curtains, blinds, and advice. We pride ourselves on having many loyal returning customers, which is a testament to our products, customer service and commitment to our business.

  • We are committed to providing quality, service and value for money to every customer and we also support  UK manufacturing as far as possible by sourcing as many UK made products as we can. We welcome customer input about how we can provide you with the best online shopping experience, so feel free to give us your feedback.


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