Made To Measure Frequently Asked Questions
Returns & Refunds: How do they work?
Each Made To Measure item is one of a kind and made just for you (and your window), so we can only accept returns if they're faulty, damaged, or they haven't been made to the correct specification (allowing for a 1cm tolerance). This goes for online and in-store purchases, so we encourage you to try samples and ask any questions before you buy to make sure you'll be happy with the results.
We hope it never happens, but if you do have a faulty, damaged or incorrectly made item, please get in touch with our Customer Services Team.
Appointments: How do they work?
When you book an appointment via our online booking form, you’ll choose either a virtual appointment or local telephone appointment. Please see the details on both options below:
You have two options available to you during a virtual appointment, with slots available between 9am-8pm. For a phone appointment your consultant will call you at your chosen time, for a video appointment you’ll receive an email with a link to you video call. When it gets to your appointment time, all you need to do is click the link and your session will begin.
You’ll be able to discuss fabric preferences, styling options, coordinating accessories, and get advice on how to measure your window to get the right fit from your curtains, blinds or shutters. Your consultant will take you through our online fabric catalogue and help you select fabric samples to be delivered to your home, so you can make sure they are right for you.
Once your consultant knows what style, fabrics and size you’re interested in they’ll be able to provide you with a quote for your order.
When your samples arrive and you’ve chosen your favourite, you can place your Made To Measure order by contacting us, and we’ll make it just the way you want it and deliver it to your home contact-free. If you already have your fabric sample and window measurements, you can place your order and make a payment during your online appointment.*
*Our fitting service is unavailable to customers in Scotland.
Local Telephone Appointment
With appointments available between 10am-5pm Monday-Saturday & 11am-4pm Sunday, simply select your preferred slot and your local store consultant will call you at your chosen time. With this appointment type, you can place an order for both blinds or curtains.
If you’ve already chosen your fabric preferences, styling options and are ready to order, then this option is perfect for you, and your consultant will be able to provide you with a quote for your order. We’ll then make your order just the way you want it and you can collect it from your local store. *
*This appointment option excludes fitting services and is unavailable to customers in Northern Ireland.
What are we doing to keeping our fitters and customers safe?
We're taking a few precautions to help us continue our service while helping everyone stay safe. This includes our fitters using sanitiser on their hands and the surfaces of their vehicles regularly, cleaning surfaces during fitting, carrying a pack of disposable surgical masks on them at all times and maintaining social distancing as much as possible. All of our fitters sanitise their vans at the start and end of each working day, and must ensure they use hand sanitiser each and every time they get in and out of the van.
Our team will give you a call ahead of any visit being made to your home, in order to run through the appropriate Covid checks and advise on any preparation required to your home ahead of our fitters attending. On arrival, all of our fitters will confirm with you on whether you'd like to them wear a face mask within the property. When leaving, its just as important to maintain good hygiene and adhere to social distancing to maintain your safety, along with our fitters. Where possible, all surfaces will be sanitised such as window sills, frames, baton boards etc., with all waste bagged up and removed for disposal back at one of our local stores.
What is a 'measure check' service? This is an optional extra to give you complete peace of mind. Our expert fitters will come to your home and double-check your window measurements before your order goes into production. Once your order has been carefully crafted, we'll be in touch to arrange the delivery and fitting your window dressing.
Please note that our check measure service is included with all Shutter purchases.
What's happened to my existing order that hasn't been fitted yet?
If you have an outstanding order that is complete but hasn't yet been delivered and fitted, your local store should have been in touch to make arrangements. If you haven't heard from them yet, please get in touch with the store to book in for your fitting.
Can I have a sample of the fabric before placing my order?
Yes, not only can you, but we strongly recommend that you do! You can order samples during your consultation, and they will take 7-10 working days to be delivered.
We offer free fabric samples to help you find a colour and pattern you like for your Made To Measure curtains and blinds, and to make sure there's enough samples to go around we limit orders to five swatches at a time. If you don’t find your favourite you can always order more, however, to keep things fair to other customers we will cancel any repeat orders amounting to more than 15 swatches to any one person or address.
I’ve seen a ready-made curtain or blind I like but it’s not in the right size, can it be made to measure?
There are only a handful of fabrics that we use for both ready-made and Made To Measure items, but we have over 4000 fabrics to choose from so we probably have something very similar. Our consultants will be able to help you find the right option.
What headings can I have on my curtain, and what best suits my room?
We offer a range of curtain headings as part of our Made To Measure service including pencil pleat and eyelet, and our consultants will be able to provide style and suitability guidance for your room.
What lining do I need for my curtain or blind?
There’s no single answer to this as it depends on your room and needs. We have several options including Blackout, and temperature smart linings that give curtains and blinds some valuable qualities. Discuss the options with your consultant to learn how they work and what will suit your home best.
How long will it take my order to arrive?
Selected styles and fabrics can be made and delivered in as little as 14 days. Similarly, some fabrics and types of window dressing can take up to 4 weeks, so it can depend on what choices you make for your windows.
Are you still offering a fitting service?
Fitting service is available, our consultants will be able to provide further information.
Please be aware, our fitting service is currently unavailable in Wales in-line with Government guidelines on local lockdowns. This service will resume once the Government advises it is safe to do so, we apologise for any inconvenience.
Is it safe for us to be working?
We’ve made lots of changes throughout our manufacturing centre to ensure we are following the Government’s advice about social distancing and cleanliness, including reducing the number of colleagues inside of our manufacturing centre at any one time so everyone has the space they need to work safely.
What products are available to order?
All Made to Measure products are available. Our consultant can discuss the options in detail with you.
What measurements do I need to provide for my curtains?
When you're ordering your Made To Measure curtains online, we will ask for two measurements: First the width of your curtain track or pole, and then the length you would like your curtains to be. This is all the information you will need to provide, as we will take care of any calculations needed depending on the type of curtain type you are ordering. We use a double-gather for most Made To Measure curtains as this provides a luxurious fullness, and we add a little extra to our pinch pleat curtains which uses 2.3 gathering.