Customer Services

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 01243 586660 (local rate from landlines) and speak to one of our friendly advisors or email us on [email protected]

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 more about ordering from us? Click on the links below.


  • COVID-19 UPDATE "Stock levels and Business operation during COVID-19 Pandemic

    We are now dispatching all orders as normal, please be aware that some delivery's may take a little longer to arrive due to reduced staff levels within our chosen delivery companies and Royal Mail.

    Stock availability status may vary from advertised

    Due to an unprecedent high demand on certain products, the advertised availability status may not be 100% accurate at the time of purchase. If a product is deemed to be out of stock at the time it was purchased we will endeavor to contact you within one working day of the purchase with an estimated restocking date, your order will be automatically placed on back order unless we hear otherwise .

    Our phone lines, emails and live chat facilities still continue to operate as normal, so please feel free to get in touch if you have any questions.

    When we deliver your order, social distancing will be adhered to for everyone's peace of mind, simply tell the delivery driver your name and they will sign on your behalf to say the goods have been successfully delivered.

  • Order cut off dates leading up to the Christmas Holidays

    Order cut off dates by brand:

    (Made to Measure) Silent Gliss: 15th December by 3pm.

    Rolls, Museum, Galleria, Swish, Integra, Cameron Fuller: by Friday 18th December by 3pm.

    Speedy Products Thursday 17th December by 3pm.

    Any small items (brackets, rings, hooks, holdbacks, gliders etc): Wednesday 16th December by 4pm.

    We endevour to get all orders out which were placed before the above dates but we can not gaurantee they will arrive before the 25th December.

    Any orders placed after the cut off dates will still be processed, and may not be dispatched until the week commencing Monday 4th of January - so don't worry, you'll get your order in the new year.  

    Our offices will be closed from 5.30pm on Wednesday 23rd December to Monday 4th of January 9am, but remember you can still order 24/7 on the website.

  • 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 01243 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 [email protected] 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 01243 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 01243 586660 between 9.00am and 5.00pm and speak to one of our Sales Team.


Delivery Back to top

Got a question about delivery? Find answers to our FAQs here.


  • COVID-19 UPDATE ( It's business as usual )

    We are now dispatching all orders as normal, please be aware that some deliverys may take a little longer to arrive due to reduced staff levels within our chosen delivery companies and Royal Mail.

    Our phone lines, emails and live chat facilities still continue to operate as normal, so please feel free to get in touch if you have any questions.

    When we deliver your order, social distancing will be adhered to for everyone's peace of mind, simply tell the delivery driver your name and they will sign on your behalf to say the goods have been successfully delivered.

  • Order cut off dates leading up to the Christmas Holidays

    Order cut off dates by brand:

    (Made to Measure) Silent Gliss: 15th December by 3pm.

    Rolls, Museum, Galleria, Swish, Integra, Cameron Fuller: by Friday 18th December by 3pm.

    Speedy Products Thursday 17th December by 3pm.

    Any small items (brackets, rings, hooks, holdbacks, gliders etc): Wednesday 16th December by 4pm.

    We endevour to get all orders out which were placed before the above dates but we can not gaurantee they will arrive before the 25th December.

    Any orders placed after the cut off dates will still be processed, and may not be dispatched until the week commencing Monday 4th of January - so don't worry, you'll get your order in the new year.  

    Our offices will be closed from 5.30pm on Wednesday 23rd December to Monday 4th of January 9am, but remember you can still order 24/7 on the website.

  • How Much Does Delivery Cost?

    Customers in mainland UK

    We offer FREE Delivery to mainland UK when you spend £75 and over.

    Orders between £12.50 and £75 cost £6.50 for delivery.

    Orders below £12.50 cost only £3.99 for delivery.

    Please note, some postcodes within the Scottish Grampians and Highlands may incur an additional carriage charge.

    Customers outside mainland UK

    Customers living in the Scottish Islands, Channel Islands, Isle of Wight and Northern Ireland may incur an additional carriage charge.

    Customers in the Republic of Ireland, European and International delivery

    We are unable to ship any products to the Republic of Ireland, Europe and Internationally at present. 

    Additional carriage charges

    If an additional carriage charge applies to you, we will advise you of the cost and contact you by email shortly after you have placed your order. Only upon your acceptance of the additional charge will full payment be taken and your goods dispatched. If you'd prefer to cancel your order at this point, no problem, just let us know.

  • How Long Does Delivery Take?

    The estimated delivery times are stated in the product page of every product on our site.

    Customers in mainland UK

    The majority of our products are dispatched and delivered within 2 working days from placing your order.

    Delivery for made to measure products takes 5 working days.

    Customers living in the Scottish Grampians and Highlands can expect delivery in 3 working days, and 6 working days for made to measure products.

    Customers outside mainland UK

    Customers living in the Scottish Islands, Channel Islands, Isle of Wight and Northern Ireland should expect delivery within 3 - 4 working days and 6 - 7 working days for made to measure products.

    Order processing times

    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).

    Please note: orders are dispatched and delivered on weekdays only, Monday to Friday (not including Bank Holidays).

    If your purchased products have different delivery times stated, they maybe delivered over multiple days. If this causes a problem you may arrange for your goods to be delivered to an alternative address.

    Although these delivery times are estimates, we are fully committed to ensuring customers goods are delivered as stated, with the provision of circumstances outside our control.

    Customers booking fitters

    We highly reccomend taking delivery, and double checking all products are fault free before booking a fitter.

  • What Time of Day will My Goods Arrive?

    Deliveries are made on weekdays Monday to Friday 8.30am to 6.00pm (excluding Bank Holidays).

    Unfortunately, we are unable to specify a time of day that your order will arrive.

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

    You can have your order sent to any residential or business address.

    At the checkout, enter your delivery address first. If your billing address is different, un-tick the little box below the delivery address, and your billing address box will appear.

  • Do You Ship to Europe and Internationally?

    We are unable to ship any products to the Republic of Ireland, Europe and Internationally at present.

  • Do You Offer Free Delivery?

    Yes, we offer free delivery to all customers living in mainland UK, spending £75 and over.

    Customers living in the Scottish Grampians, Highlands, Islands and Northern Ireland maybe subject to a subsidiary delivery charge depending on your purchased items and delivery zone.

    We will contact all relevant customers via email as soon as possible if and when this delivery cost applies, and only proceed upon your acceptance.

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

    Yes, you can sign yourself, ask someone to sign on your behalf, or ask the delivery driver to sign for you by providing your name.

    If you prefer, you can leave a signed note instructing the delivery driver to leave your parcel somewhere safe that you have specified at the property. The driver will follow your instructions and either keep, or photograph the note as confirmation. At this point the goods will become your responsibility.

  • What If I Am Not in During the Day?

    If you are not in during the day between the hours of 8.30am to 6pm, you can have your order delivered to a residential or business address of your choice (maybe at work or with a neighbour).

    Fill out your delivery address first in the checkout and if your billing address is different, un-tick the little box below the delivery address, and your billing address box will appear.

    Leave a note for the driver

    If you are going to be out on the day you are expecting your order to arrive, you can leave a signed note for the driver with instructions if you have somewhere safe for your parcel to be left. The driver will follow your instructions and either take your note, or photograph it as proof of delivery. The goods will then become your responsibility.

    The driver has attempted delivery

    If you are not home and the driver has attempted delivery, the courier will leave a card with information if it has been left with a neighbour, left somewhere safe, or been returned to the depot.

    If your order has been returned to the depot, you can either contact the courier directly to arrange collection or chose a suitable day (week days only) for them to re-attempt delivery. If the courier does not hear from you, they will attempt to deliver again the next working day.

    The courier will attempt to deliver your parcel on 3 consecutive days before it is returned to the supplier.

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

    If all delivery attempts fail, your order will be returned to the suppliers.

    In this instance, we will contact you by email to arrange re-delivery. The courier costs must be paid by you, at which point we will re-dispatch your order.

    If you would like to cancel your order at this point, then you must pay the courier's return charge, and your origional delivery charge (if you paid one) is non refundable.

  • My Order Hasn't Arrived Yet

    Remember that delivery hours are between 8.30am - 6.00pm (working week days only), so please give the couriers time as they maybe on their way to you.

    If you have still not recieved your order past 6pm, then please contact us and we will investigate with the couriers and get back to you with the resolution as soon as possible.

    Don't worry, if your order has been lost in transit by the courier then we will send a replacement straight away.

  • I am Not Sure if the Delivery Driver Has Been

    Double check to ensure the courier hasn't left a card which outlines the details of the attempted delivery.

    If you haven't been left a card, then please contact us and we will locate your order as soon as possible.


Returns & Refunds Back to top

All you need to know about our returns and refunds policy.


  • What is your Returns & Refunds Policy.

    We are happy to accept returns for unwanted items (excluding made to measure products) within 28 days of delivery.

    If you would like to return your order for a refund (excluding your delivery charge), then please contact us with your name, order reference number, and a short reason why you'd like to return.

    One of our team will then reply with all the relevant information you require, including the returns address, and a returns reference number if applicable.

    It is essential that you inform us before returning any order so we can provide you with the correct returns address and notify the suppliers to expect your parcel. Failure to inform us could result in the loss of your parcel once it arrives back at its destination, or extra costs to forward the parcel onto the correct address. This cost must be met by yourself.

    Any goods that you return will be at your own cost and must be in the same condition as which they were received. New, unused and in their original branded, undamaged packaging, with all manufacturers labels still attached so they can be returned to stock and re-sold.

    The goods are your responsibility until signed for when they reach their returns destination so please make sure all parcels are well packaged to avoid damage in transit.

    The returned items will be checked over upon receipt and the applicable refund issued.

    If we inspect the goods and conclude that they are not the same condition as they were when they left, we will be unable to provide you with a refund. If this is the case, we will notify you and you will be responsible for collecting the goods.

    Can I Return or Cancel a Made to Measure Product?

    Unfortunately, we are unable to amend, cancel, exchange or refund any unwanted made to measure products.

    If your made to measure product arrives damaged, is faulty or defective, we will arrange for a replacement to be sent to you as quickly as possible.

    Made to measure products are any goods that you have provided dimentions for when placing your order.

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

    We have a fast and efficient process that ensures you get your order as quickly as possible. If you notice any mistakes or you want to amend your order after you have completed in the checkout, then please call us straight away on 01243 586660 quoting your name and order reference number.

    If you are calling outside of office hours, or if you are unable to get through on the phone then please email us at [email protected]

    If your order can be amended and it hasn't already left then we will happily do so.

  • Can I Cancel my Order?

    If you would like to cancel your order then you must email us at [email protected] as soon as possible providing your name and order reference number.

    Under the distance selling regulations, if you buy online, or over the phone you are entitled to cancel your order / return the goods for a full refund including any delivery costs, within 14 days from the delivery of your order. This is known as the 'cooling off period'.

    If you would like to return the goods after the 'cooling off period' has expired then please contact us with your name, order reference number, and a short reason why you would like to return.

  • Can I Exchange My Goods?

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

    Simply return your unwated goods in line with our returns and refunds policy, and place a new order for your required goods.

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

    Extra special care is taken to ensure all products are well wrapped and securely packaged to help prevent damage, but occationally things can still go wrong. But that's ok, our customer service is where we really shine!

    If your order has arrived damaged, broken, is missing, or the incorrect item, we will send you a replacement free of charge, as quickly as possible.

    My goods have arrived damaged

    If you notice the outer box is damaged upon delivery, then please report this to the delivery driver.

    Once you have taken delivery, unpack your goods and inspect them. If you notice any damage to the product, then please email us at [email protected] providing your name, order reference number and pictures of the damage to the product and outer packaging, if applicable.

    Something's missing

    Depending on the items you've ordered, our products are shipped from different locations. If you have a mixed bag of different branded products, then they will most likely arrive seperately.

    If not, then please contact us with your name and order number and let us know what's missing.

    This isn't what I ordered

    Please check the product code for the item you've recieved against your order, or if possible, provide us with any pictures so we can see what you have. If you have recieved the wrong product, we may arrange a suitable time with you to get it collected.

    I've fitted my product and it doesn't work properly

    Contact us with your name and order number. Please provide as much information as you can, including any pictures or video you're able to send over. We have years of fitting experience and know our products very well, so it's usually very easy for us to spot whether a problem is caused by a fitting issue, or a fault.

    I've broken it, or over cut it myself. Help!

    We completely understand how frustrating it can be to over bend or cut a track or curtain pole. Get in touch and we will do everything we can to help you out, and best advise you.


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.

    • 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.