Orders FAQ

Frequently Asked Questions

I’ve made a mistake with my order, what should I do? 

Send us an email at briweb@candh.co.uk. Let us know your order number & what the problem is and we will do our best to sort it out for you. 

How long after purchase can I expect to receive my items?

Most items will arrive within 7 working days. However, some products can take a little longer, as we have to check availability with our suppliers. All shipping estimated dates will appear at checkout.

Will my items arrive in one package?

Depending on the products you have ordered they may be sent from different locations. 

How are my items packaged?

With the utmost care and as securely as possible to avoid any damage in transit. We take pride in making sure your items arrive in perfect condition & we also recycle boxes and packaging where possible. 

I won’t be in, but I do have a safe place you can leave my items, where do I add these instructions?

Don’t worry if you’re not going to be in, please add in the ‘notes’ section at checkout where you would like your items left and we will make sure our shippers are informed.

How much is shipping?

Shipping prices vary depending on your location & weight of items. Please click here to see full details.

I have a question about one of your products I’ve seen in-store or online?

Please feel free to call one of our retail stores for product advice, they’re the experts. Check out our contact numbers.

I’ve seen an item in your stores but I can’t find it online?

Not every product that we stock in the shops can be sold online, and not every item we offer online can be found in stores – sadly it’s the limitation of carrying such a large range. Please get in touch with our web team or store staff and they will be able to provide you with all the information over the phone, email or chat!

Can I order samples? 

Samples can be ordered in stores, as well as via our Sample Request form.

Are there any fabrics I can’t get samples for?

Yes, unfortunately, we cannot supply samples for ready-made curtains or coated PVC

Can I get a sample for PVC? 

Yes, you can request a sample for PVC oilcloth, but samples come ‘uncoated’ which means that the colour can differ once the coating is added. Please bear this in mind when your sample arrives. The coating process for oilcloth means that it will change the make-up of the fabric in order to help protect it from most spills in the kitchen or garden.

How will my fabric arrive, I don’t like it folded? 

Most of the fabric we roll when shipping out to you, however, some will arrive folded, so if you prefer it rolled please add in the ‘notes’ section at checkout, which will inform our fulfilment team of your request. 

Can I make a telephone order, I can’t get to a store & I don’t like using a website?

Yes, you can call any of our retail stores or our customer service team and they will be able to help you take your order over the telephone. You can then have your order sent directly to your home or you can collect it from your nearest store. Check out our contact numbers.

Do you ship internationally?

Due to the current situation associated with Brexit we are unable to ship outside of the UK.

Can I return my item to the store, if I purchased it online? 

We are no longer able to accept returns in store. Please follow the instructions included in your parcel or contact Briweb@candh.co.uk. Please click here for our full returns & refunds policy. 

How long will my refund take when I return the goods by post?

We will process your refund as soon as we receive the goods, but it can take up to 7 working days for the money to appear back in your bank account, due to different banks processing times. 

I would like some made to measure curtains, blinds or shutters? Can I book an appointment online?

Yes! You can book a request for a free in-home appointment online, simply fill out this form and one of our furnishing experts will be in touch within 24hours. Please note that this service is available for customers in the South East of England.

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