Delivery & Returns
WE AIM TO GIVE YOU AN EXCELLENT SERVICE.
ALL ORDERS ARE DISPATCHED WITHIN 5-7 WORKING DAYS AFTER 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) Before accepting the delivery, the buyer must inspect the packaging materials and product(s) for any damage. Please DO NOT accept the parcel/s or sign the delivery sheet if there is any damage; instead, reject the delivery; products are not covered by transit insurance once you have accepted the delivery. If you have received the package and discover damage only after unpacking it, please contact us within 48 hours. We'll request images of the damaged items to confirm the problem and consult with the Operations Manager on the appropriate course of action. Only if the courier service is at fault will we do so. Vanessa Arbuthnott Fabrics uses Parcelforce to ship goods on a 24-hour or 48-hour basis. We shall not issue postage refunds if the items are delayed in transit due to circumstances beyond our control. You are responsible for tracking your package using the tracking number supplied on the shipment notification. For further details, simply enter your tracking number.
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 £40. *Please note, we cannot be held responsible for any third-party involvement where delays occur to deliveries.
e) The buyer is responsible for ensuring that the correct goods are provided to any other third parties, such as an upholsterer or curtain manufacturer. We will not be held liable for goods created in the incorrect fabric by a third party. We recommend sending your sample to your maker so they know what type of fabric(s) to expect.
f) While we will make every attempt to fulfil all orders, we cannot promise that any of the products shown on this website or in our catalogue will be available. We retain the right to withdraw any goods displayed on the website at any moment and 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 seven 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 12 weeks. Saturdays, Sundays and all Bank Holidays are classed as non-working days.
d) Out of Stock items - If any fabric 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 woven fabrics 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 large 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.
Delivery charges
UK mainland delivery charges: (inclusive of VAT)
Fabric Samples:
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; and up to a maximum of 20, £15. Postage is £2.00 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 Islands.
Brochures - £2
Fabrics - For orders under 1.5 metres, you have the option to have it sent as folded. Anything over will automatically be placed on a cardboard tube. The breakdown is as follows:
0.5 metres - 2 metres - £6.00 if folded and sent by Royal Mail post.
0.5 metres - 2 metres - £12 on a cardboard tube. We recommend placing the fabric on this if you are making anything up, like a blind etc. This will help avoid creasing in transit.
0.5 metres - 20 metres - £12 on a cardboard tube.
More than 20 metres - £25.00
Homeware/Gift products: £3.50
Wall Covering/Wallpaper: £12.00
Rugs: £12.00
Runners: £12.00
Cushions, Curtains and Blinds: £12.00
Rectangular, Rounded, and Single/Double Sculpture Headboards: £75.00
Tub Chair, Footstools, and Pouffes: £75.00
Sapperton, Chedworth, and Traditional Armchairs, and all Sofas: These have a one-person delivery option which is free of charge if you live within 100 miles of our showroom, and charged by mileage thereafter. We please ask to make sure that someone is available on the day of delivery, to help the driver offload and transport the furniture from the van and into your home. If this is not possible, and you live within 100 miles of our showroom, then a two-person option is available upon checkout - this will cost £150. If you live outside this radius, you will be automatically charged based on your location.
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 not be applied to the order for delivery to Countries within the EU. Recipients will 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.
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.
Returns
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 and posted to us, at your cost; please note, that we will only refund the item itself and not the postage.
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 or emailing 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
- Lampshades
- Headboards
- Cushions
- All furniture including Sofas, Chairs and Footstools
- Quilts
- Fabric orders
- Runners/Rugs
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 option 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 to before committing to any purchase.
Always double check your order details before placing an order.
