Faqs

We are here to answer any question you may have about our curtain poles. Please use our comprehensive questions and answers section below to help you. Should you need more help or advice then please don't hesitate to contact us.

Products

We have a complete guide on how to measure your window for your new curtain poles. Simply go through the steps in the guide and you'll have your measurements calculated with ease!

Don't worry! Most of our poles can easily be trimmed down to length using a fine toothed hacksaw. Just order the lenth of pole that is slightly longer than what you need.

The simple answer is no. We are an online business and to make sure you get the best prices possible, we are unable to help you with installation.

All of our products come with installation instructions and include all fixtures and fittings.

Geat question! The measurements on the website are for the lenght of the pole only. The finial length is not included in the length. Each finial has a different length, which you can find within the main description of each product.

Always choose the longer pole length if you are unsure as to which pole length you need, as all our poles can be easily cut down to length.

For example, if the curtain pole you are looking at is specified as 200cm, that means that the full length of the pole is 200cm. You then need to add the length of the finial on each side to get the complete length. The finial may be 10cm in length, which would give you a complete length of 220cm in this example.

This depends on the length of pole that you are ordering. Most longer poles come in two pieces, with a connector and 3rd bracket for the joint, which should be placed at the centre of your window.

Each product on our website has a 'Specification' table within the full description. This table will tell you which lengths come as a single piece and which lengths come in two pieces. 

When cutting down poles that are in two pieces, remember to cut the same amount of each length to ensure that the joint stays at the centre of your window.

Yes! We offer the option of ordering curtain pole samples on a selection of our wooden and metal curtain poles. They cost £1 each and you will receive either half a ring for wooden samples or a full ring for metal samples.

For full details of our sample service, visit our curtain pole sample page.

Unfortunately, we do not offer a sample to show you the pole diameter. However, the easiest way for you to do this at home will be to use a ruler and measure the pole diameter using a piece of string or paper strip. Our 28 mm poles are 2.8cm and 35mm is 3.5 cm (so on and so forth). Our sample service is only for you to view the colour of the pole set from half a ring.

All our products are supplied from credited suppliers in the UK. They supply us with good quality products made from exceptional wood and metal materials. The price of our products will reflect the quality of material used to make the product. Please get in touch with us first before you buy for further information about our products.

Unfortunately, when a sale ends, we are unable to offer a further discount. Please get in touch with us to find out when the sale will be scheduled.

The prices already advertised on our website have already been discounted from the product. We are unable to offer further discount. If you wish to contact us first before placing your order, please email us.

Payment

You will receive an email confirming your order details. If you do not receive this, please contact us on [email protected] and include your name, email address and telephone number. We will then find your order and get back to you with confirmation of your order.

Yes it is as we take this matter very seriously. Curtain Pole Store uses PayPal and Sagepay to process your payment, this is a safe and reliable payment method and recognised worldwide as an online payment provider.

All your payment details are processed by PayPal and Sagepay. We neither process or hold any card details.

Please contact us immediately if you notice an error with your order on [email protected]. We aim to fix any errors within 2 hours of receiving the notice on a working day or within 12 hours during weekends and bank holidays. 

Delivery

Delivery is free for orders over £100 to mainland UK. Orders below this are charged at £7.95.

If after placing your order, but prior to despatch, part of your order is cancelled due to a change in mind or items are out of stock, delivery will be charged on the remaining items at £7.95 if the remaining order value falls below £100.

  • UK mainland: free for orders over £100. Orders below this are charged at £7.95.
  • Scottish Highlands and Islands £19.50
  • Isle of Man: £24.50
  • Northern Ireland: £24.50
  • Channel Islands: £24.50

The majority of our orders are despatched on the same working day when ordered before 5pm. Orders placed after 5pm, will get despathced on the next working day. If we are unable to get your order despatched within this timeframe, we will contact you by email or telephone, giving you the option to order an alternative product or cancel your order.

Important Info: We strongly advise that you do not book fitters or other tradespeople until your goods have arrived and have been checked, we are not liable for any tradepeople costs, consequential loss or compensation in any way.

We can leave your order in a safe location if you inform us of this when placing your order. On the checkout page, there is a box titled 'Delivery Instructions' which you can use to tell us of a safe location to leave the order. 

Delivery will be attmepted 3 times. If on the 3rd attempt delivery cannot be made, your order will be returned back to us and your order refunded. A charge of £20 will be deducted from the refund for the failed deliveries.

Refusal of deliveries from the driver will incur a £20 charge and delivery fees already paid are non-refundable.

We aim to send a despatch note either on the evening of your delivery (for orders advertised as 2-4 days delivery time frame) or on the day of delivery (for orders advertised with Next Working day delivery time frame). Some orders will have a tracking link for you to view the details of your delivery status and some will only specify the despatch information. We use 3 different couriers to help deliver your order and each are different with how they communicate delivery information over to you. DX and Tuffnells will send a tracking link whereas Parcel Link will text on mobile phone numbers. If you experience any difficulties with your order, please email us immediately and we will assist you in retrieving the information about your delivery. Please note, the couriers used will not have a specified delivery slot time. They will deliver within the time frame of 8am and 6 pm.

If you have a despatch email from us then that means your order has definitely left the warehouse. We do not send dispatch emails unless the order has physically left us. If you have not received an order despite having this email, this will mean that the order has been held up with the courier. Please check your dispatch email first for a tracking link and click onto this to view the delivery status of your order.

If you have a Tuffnells tracking link please click on the link and view the table showing the number of packages received (shown as Pkgs Rec’d), the number in this section will show you how many boxes you should have signed for. The next column will tell you how many packages have been delivered to you (shown as Pkgs Del’vd), if this number does not match the packages received column then this means the courier has not successfully delivered your full order. In this case, please either contact the courier directly or email us with your order confirmation number so we can investigate on your behalf.

If you have a DX tracking link, please click on the link and view the number of items out for delivery. This should match the latest status number.

For orders delivered by Parcel Link, please email us immediately with your order confirmation number if your order is missing some packages/ components. We will investigate on your behalf with the courier.

We understand that this can happen when orders are being delivered by couriers. Please remain calm and follow the steps below:

Have you checked your tracking link provided in the despatch email?.

For orders which contain products from different brands (e.g Speedy or Rolls) the delivery time line will be different. Speedy products have a delivery time line of 2-4 working days and all other brands are Next Working Day. Please allow time for the order to arrive as not all products will be delivered at the same time. We always send a despatch email for your orders so please keep a look out for this.

If your order was for a pole set from the same brand and you are missing some components or other poles sets, please check the number of packages delivered against the number of packages out for delivery. If the numbers do not match, the courier has not delivered your full order. Either you can call the courier directly or email us to help investigate the issue. If the numbers do match, but you are missing a parcel (which means the driver of the courier has mistakenly made you sign for the incorrect number of parcels received) please email us immediately with your order confirmation number so we can help investigate with the courier.

If you have no tracking link with your despatch email, please email us with your order confirmation number so we can help investigate this with the courier.

We are sorry that you have been delivered a damaged parcel and your order has been affected because of this. Sometimes packaging from orders can become damaged whilst in transit with the courier. We cannot fully control this as we rely heavily on the courier to take care. However, if the outer packaging is obviously damaged please sign the drivers pad accordingly as this will help prove the order was damaged by the courier and not by you. If the outer packaging is damaged but the inner product is fully intact please still email us an image of this so we can relate this back to the courier. If your order is damaged from the impact and destruction of the outer packaging, please email us an image of this along with your order confirmation number so we can investigate this and provide a replacement for you. Please note, without an image of the damage we are unable to provide any replacement. Please find a friend or relative to assist you if you experience any technical issues.

All our customer service and product reviews request are automatically sent to customers 10 days after purchase. This is only sent if you opt for information on our newsletters. We have little control over who receives this and when, to help keep our online reviews genuine and noteworthy.  If you have no order but you have a review request, please can you kindly check your order confirmation email. Sometimes, customers forget that they have placed a pre-order with us for a product which was not in stock. An estimated delivery date is shown on our website before you purchase and on your order confirmation email, after purchase, as a reminder. We aim to deliver the product within 3 to 5 working days of the date shown on your pre-order. If you still have no order outside this date period, please email us with your order confirmation number so we can investigate this further. Before you review us in haste, please give us a chance to help you. If you are dissatisfied with our handling of your case, please review us accordingly and we will carry out a formal enquiry into why you were left disappointed.

Please contact us first by email and give the name of the product you wish to order. We can determine from here if the full delivery cost will occur or if we can offer half price dleivery.

Returns

If you believe that your order has been delivered in poor condition, do not sign for it and return it to the sender with the driver.

Should there be items missing or damaged once you have received and opened your order, please contact us within 3 days to report the issue and we will then investigate.

We will usually offer you a replacement or a refund on any item that is damaged in transit. A photograph of the damage will need to be emailed to [email protected] in order for us to process this further.

Our returns policy can be viewed here: Delivery & Returns

Yes of course we accept returns. As long as you communicate with us by email within 14 days of receiving the order, we will happily accept orders back. However, it is important that the packaging the order was delivered in is fully intact as we do use these for resale. We unfortunately do declines returns if you contact us after 14 days of receiving the order and the packaging is broken or damaged in any way. Returns are not free of charge and the cost of us collecting will depend on the weight of the parcel. Orders below 5kg will be charged at £20 orders over this weight will cost between £20 and £35. We do not collect Speedy orders, returns for these will have to be arranged by your own courier. You must contact us by email to retrieve a returns address as most products are not always sent from the same warehouse.

If you have paid the delivery charge of £7.95, this will not be refunded for returned items. Only the price paid for the product (minus the colleciton fee is applied) will be refunded.

 Please see, I am not happy with the order, the product does not suit my home interior, can I return?.

If you are over 14 days of receiving the order and wish to return, we will not accept the order back. You need to inform us within the agreed period if you wish to return for a refund.

Customer Service

We are sorry that you are unable to reach us by phone. The quickest way of contact is by email. We are not always available by phone as we spend more time chatting online to customers or responding to emails. Being an online business we would prefer all contact to be by email for a quick and effective response for all queries.

If you have sent an email about a query or complaint, please alllow us 24 hours to respond. Some responses are quicker if we can identify the issue or answer the question quickly. However, some problems require time to investigate and we would appreciate your patience with this. If however more than 24 hours has lapsed since you emailed, please email again on the same email thread to inform us that no response has been received. Hopefully you will not need to do this.

If you have emailed over a weekend or bank holiday period, your email will be picked up on the working day.

We undersatnd that all cutsomers would like to communicate by email and would prefer to speak with someone over the telephone. If the phone line is busy and you need to leave a voicemail message, please also email us to request a phone back and we will call you. Emails are picked up quicker than voicemail messages.

We are extremely sorry if this has happened. Very rarely labels can get mismatched between customers or the system has entered your order incorrectly. If you can email us immediately upon this happening along with an image of the dispatch note or the order received, we will send your correct order as soon as possible to you. 

Free delivery on all orders over £100

Mainland UK only