Delivery & Returns
Ordering and Receipt
WE AIM TO GIVE YOU AN EXCELLENT SERVICE.
NO ORDER IS ACCEPTED BY US UNTIL THE GOODS ARE DISPATCHED
a) The full delivery address must be given when the order is placed.
b) It is the buyer’s responsibility to check for any damages to packing materials and product before accepting delivery of the products, and to report any damage by the delivery company within 48 hours. In the unlikely event that there is any damage, please DO NOT accept delivery, DO NOT sign the delivery sheet; instead ask the driver for a damaged freight report which will need your signature. Contact us as soon as possible. Goods are not covered by transit insurance once you have accepted delivery. Vanessa Arbuthnott Fabrics sends out goods with Parcelforce on a 24 hour service, if the goods are delayed in transit it is beyond our control and postage refunds will not be given.
c) If you are unhappy with your purchase please see our returns policy below
d) If goods are urgent, our express cutting fee ensures your order is cut as a priority. Orders must be placed by 12:00 midday (UK only) and costs an extra £10. Please note, we cannot be held responsible for any third party involvement where delays occur to deliveries.
e) It is the responsibility of the buyer to ensure that the correct product has been delivered to any other third party such as an upholsterer or curtain maker. We do nott accept any responsability for goods made up in the wrong fabric by a third party. we advise you to send your sample to your 'maker' so that they know what fabric(s) they are expecting.
f) While we will use our best efforts to meet all orders we cannot guarantee the availability of any particular products displayed on this website or in our catalogue. We reserve the rights to discontinue the offer of any product listed on the website at any time without notice.
g) Tracking your Consignment: You will receive an email to confirm that your items have been despatched. This will be sent to the email address you provided when you placed your order. Please note, we cannot be held responsible for any third party involvement where delays occur to deliveries.
Order Lead Times
a) Delivery times - Fabric delivery times will vary and Vanessa Arbuthnott Fabrics will give estimated dates of delivery prior to the order being placed. We are not liable for the consequence of any delay. We will make every effort to keep you informed of any delays. Any delay of part of an order against an estimated delivery date does not entitle the buyer to cancel the order.
b) Stock - Providing your items are in stock we will aim to deliver your order within 7 working days; otherwise please allow 28 days for delivery. Please note during our sale and peak periods you should allow up to 10 working days.
c) For Made to Measure orders, we aim to deliver within eight weeks. Saturdays, Sundays and all Bank Holidays are classed as non working days.
d) Out of Stock items - If any order is out of stock we will notify you and advise you of the anticipated delivery date. All delivery dates are estimates and we cannot guarantee specific deadlines. For the Wovens and rugs please allow 8-10 weeks for delivery if out of stock.
e) Delivery - We use Royal Mail and Parcel Force to deliver your order except for furniture. Furniture is delivered by a specialist courier and we will arrange a convenient time for delivery.
f) Shipping your order - Where possible we will endeavour to send all of your order together, however any items that are out of stock will be sent as soon as possible, please note you will only be charged one delivery charge per order.
Please note that all orders (other than samples) will need to be signed for by the recipient.
If there is no one in to receive your delivery, the delivery driver will leave a calling card, this gives you the option to arrange a re-delivery at your convenience (details will be provided on the card). Furniture re-delivery will be chargable.
UK mainland delivery charges: (inclusive of VAT)
Fabric Samples: The cost of samples is as follows:
For quantities 1-5 Free of charge; for 6-10 £6.00; for 11-15 £11.00; & for 16 to a max of 20 £16. Postage is free for the UK including Northern Ireland, the Scottish highlands, Islands, Isle of Man, Scilly and Channel Isles.
0.5 metres - 4.9 metres - £9.00 sent on a Roll (we advise this for making up blinds etc to prevent creases)
0.5 metres - 1.5 meters - £6.00 if folded and sent in the post
5 metres - 20 metres - free of charge for UK online orders only or £9.00 if you want to place your order over the phone (offer excludes sale fabric)
More than 20 metres - £16.00
Wall Covering/Wallpaper: 1- 4 rolls, £9.00; 5 rolls and over free of charge for UK online orders only
Cushions, Curtains and Blinds: £9.00
Furniture: A one man delivery will be free of charge for orders on the UK mainland only where the delivery address is within 150 miles of our office. Thereafter the delivery charge will be on the following scale:
150-300 miles, £96.00
301-500 miles, £180.00
We also offer a two man delivery service for an extra charge of £100 - we would recommend this service for large furniture items that you would be unable to assist our driver with. Please select this option when checking out your order.
Orders to Northern Ireland, the Scottish highlands, Islands, Isle of Man, Scilly and Channel Isles. Please see the checkout page for costs to specific areas. For furniture items please phone for a quote prior to placing an order.
Overseas Delivery Charges
Vanessa Arbuthnott products are sold in Pounds Sterling on a delivery duty unpaid basis. VAT will be applied to the order for delivery to Countries within the EEC. Recipients may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are advised to check these details themselves before placing the order.
Unfortunately we do not deliver to PO boxes; however, we do deliver to BFPO's (British Forces Posted Overseas). For more information on weight limitations please visit the BFPO website at www.bfpo.mod.uk
Fabric Samples: The cost of samples is as follows:
1 - 5 - £6.00 plus vat if applicable.
6 -10 - £11 plus vat if applicable.
Fabrics, Covering/Wallpaper, Rugs, Runners, Cushions, Curtains and Blinds: Delivery charges will depend on the country the order is being shipped to.
Headboards & Furniture: Please contact us for a quote for shipping your order.
Unfortunately cut fabric is non-returnable unless the fabric is faulty. For other products such as homes accessories, Wallpapers, Rugs etc. We have a 30 day return policy as long as the goods are returned to us in perfect condition.
We're confident that you'll be happy with the quality of your purchase but in the event that you're not we'll always work very hard to resolve any problems. Please do get in touch with us by phone on 01285 831437 or by e-mail at email@example.com if you have any concerns and we'll be happy to help. For bespoke items please see made to measure return/refund information below.
Bespoke product returns/refunds
For goods made in our workshop only:
We inspect very thoroughly all bespoke products leaving our workshop and are confident that you will receive excellently made goods. We cannot accept returns in situations where we have been given incorrect measurements.
The following products are made to order; therefore they are non-refundable/non-returnable:
- Made to measure curtains
- Roman/Swedish or roller blinds
- All furniture including sofas, chairs and footstools
- Fabric orders
All customers will receive an order confirmation email, this outlines your order in full including the exact measurements (in centimetres) of your order - please always check this and if there are any amendments to be made to the order please ensure these are made to us by email within 24 hours of placing the order. If we have not been contacted within the 24 hour period we shall assume that all the details are correct.
It is your responsibility to provide accurate and complete measurements when ordering Made to Measure Products.
We are not liable for any inaccurate and/or incomplete measurements provided.
We always recommend that you thoroughly consult our measuring guide/s (link) before ordering. These are comprehensive and we recommend you consult these before committing to any purchase.
Always double check your order details before placing an order.