Delivery & Returns
WE AIM TO GIVE YOU AN EXCELLENT SERVICE.
ALL ORDERS ARE DISPACTHED UPON PAYMENT.
Ordering and receipt
a) The full delivery address must be given when the order is placed. We can deliver directly to you, or to your chosen recipient.
b) It is the buyer’s responsibility to check for any damage to packing materials and product/s before accepting delivery. In the unlikely event that there is any damage, please DO NOT accept the parcel/s or sign the delivery sheet; instead, reject the delivery; goods are not covered by transit insurance once you have accepted delivery. If you have accepted the parcel and only notice the damage upon unpacking the item, then please report back to us within 48 hours. We will ask for photos of the damaged goods to validate the situation at hand and converse with the Operations Manager on the best way forward. *We will only do this if the courier service is at fault. Vanessa Arbuthnott Fabrics sends out goods with Parcelforce on a 24-hour or 48-hour service. If the goods are delayed in transit it is beyond our control and postage refunds will not be given. It is your responsibility to track your parcel using the tracking number provided to you on the dispatch notification. Tracking can be done by clicking here to enter in your details
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 not accept any responsibility 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 dispatched. 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. Small pieces of furniture will arrive carefully boxed up by courier. Large pieces of furniture are delivered by a one man 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 that if more than one product is placed on the same order, for example a cut length piece of fabric along with a wall covering/s, there will be two separate postage charges applied.
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 chargeable.
UK mainland delivery charges: (inclusive of VAT)
The first 5 samples are free of charge, after which each sample costs £1 thereafter; up to 10 samples is £5.00; up to 15, £10.00; & up to a maximum of 20, £15. Postage is £1.50 for all samples, including the aforementioned 5 free samples. Postage fees apply to the UK including Northern Ireland, the Scottish Highlands, Islands, Isle of Man, Scilly and Channel Isles.
Fabrics - we send all fabrics out on a cardboard tube, unless it's under 1.5m& you want it sent as folded:
0.5 metres - 1.5 meters - £6.00 if folded and sent by Royal Mail post
0.5 metres - 1.5 metres - £9 on a cardboard tube. We recommend placing the fabric on this if you're making anything up, like a blind etc. This will help avoid creasing in transit.
0.5 metres - 19 metres - £9
More than 20 metres - £16.00
Wall Covering/Wallpaper: £9.00
Cushions, Curtains and Blinds: £12.00
Furniture: A one-man delivery will be free of charge for orders on the UK mainland only where the delivery address is within 100 miles of our office. Thereafter the delivery charge will be on the following scale:
101-300 miles - £300
301-500 miles - £600
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, Wallpaper/Wall Coverings, 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 phoning 01285 831437 or emailing firstname.lastname@example.org 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 before ordering. Click here to watch a useful video to get started, from there you can select the Made to Measure optoin of your choice, where a more detailed guide will be listed on the landing pages under ' Help & More > Measuring Instruction'. These are comprehensive guidelines; which we recommend you refer too before committing to any purchase.
Always double check your order details before placing an order.