Every computer monitor displays colors differently. We can not guarantee a match to the color that you are seeing on your computer screen while visiting our website. We can not guarantee a match to any color displayed in any publication, file or brochure available for download at our website.
You may want to consider ordering a low-cost item, like a ring, finished in the color of your choice before placing your entire order should you like to see a finished example in the color you are considering. Alternately, you may contact us to inquire about color sample chips for your desired collection. However, most of our collections have sample chips available only in collection binders which may cost up to $150 to purchase. The purchase price of a sample binder or sample chip is completely refundable (less round-trip freight) as long as you place an order with us for product. Once you place an order for product, you can arrange a return of the sample kit and we'll issue a refund back to your payment method for the cost of the samples (less round-trip freight) once we receive the sample kit back in our offices.
Please take note of the three digit color number (or code) beside the name of your color or finish when reviewing your order. If the color number (or code) is different, even if the names are similar, they may not match.
A slight variation in color or finish between items on the same order is expected when ordering high-end decorative home products. In many cases your item will be hand-finished - the process makes each item unique, but variations are to be expected. Also, items made of different materials take paint or stain differently. A resin finial and a wood pole may appear slightly different due to the fact that wood and resin take paint or stain differently.
We will ask that you send us a digital photograph of your item. We will forward your photograph to the fabricator in order to determine the degree of variation.
When ordering custom product you must agree that the fabricator will have final "say" as to what constitutes an unacceptable degree of variation. As our customer, we will strongly advocate for you to receive a replacement item. However, we are bound by the decisions made by the fabricators and distributors that we represent.
For Custom or Special Order (Non-Returnable) Items: When placing an order, you must agree that the sole remedy for disputes regarding color variation is the replacement of the item(s) in question by the fabricator and that the fabricator will have final "say" as to what constitutes an unacceptable degree of variation. Cash refunds will not be given on custom items due to color variation.
For Stock (Returnable) Items: If you're unhappy with the color or finish, you can return your order under the guidelines found in our Return Policy. Variations in color and all color matching issues will not waive the published Restocking Fee or Round-Trip Freight Deductions. For this reason, we strongly encourage our customers to order either the Sample kit or a low-cost item to see the actual color before placing large orders.
Any product that does not have a Restocking Fee is considered a Custom or Special Order Product. You can find out if an item is custom or special order by visiting the item page.
We'll also tell you if an item is custom in your "Shopping Cart" when you review your order.
Our fabricators generally designate an item as "custom" if it has to be specially made, configured or painted just for you after you order it. "Special Order" items are unusual pieces that are not stocked by our warehouses.
All orders that contain custom or special order items first go into our Custom Order Queue where they are hand-reviewed by one of our Drapery Hardware Experts. We examine your order for common errors like color mis-match, size mis-match or items that are missing, such as an order with rings, poles and brackets but no finials. If we find an issue, we'll contact you for further information.
Once the order has been sent to our fabricator, you can not make any changes or cancel your order.
Each collection and fabricator that we carry has their own unique production schedule. Our fabricators update us frequently with their production times and we post this information on each item's page. We also post the lead time in your "Shopping Cart".
Highly customized items may take more than 15 business days to ship. Non-customized, or stock, items may ship the same or next business day. Once your order ships, you should allow between 3 and 5 business days to receive your order. The posted "Usually Ships In" lead times do not include the time it takes for your order to travel from our fabricator to your location.
Although infrequent, production delays may occur. When a production delay occurs, we will revise your Estimated Ship Date. You can check your Estimated Ship Date from your My Account Home Screen. If your Estimated Ship Date is revised more that five business days; we'll alert you via eMail Notification. If your Estimated Ship Date is bumped back more than five business days, as long as production has not started, the eMail we send will give you the option to wait on your order or cancel your order for a full refund. If you need to cancel your order because of a production delay, you must respond to our notification eMail within 48 hours, otherwise, your order will be released into production and it can not be cancelled as long as the revised Estimated Ship Date is met. If production has already started, you can't cancel your order - even if your Estimated Ship Date has been revised.
The posted "Usually Ships In" lead times are estimates and you can not cancel a custom or special order item once production begins even if the Estimated Ship Date or actual ship date is longer than the posted "Usually Ships In" time - Usually Ships In times are estimates only, your order may take longer or it may ship more quickly.
Our fabricators who make custom items or finish custom items have a restriction on returns that prevents Designer Drapery Hardware, LLC from being able to accept returns, offer credits, or offer exchanges for any reason. All custom made items, custom finished items and special order items can not be returned for any reason. No cash refunds will be given on custom made or custom finished items. Any order for custom made or custom finished items that is refused by the customer upon a delivery attempt will not be credited to the customer's credit card.
No. Under no circumstances can we refund shipping or freight fees once your order has been processed. No cash refunds are available for shipping or freight fees. Under certain circumstances, freight credits may be issued in the form of "store credit" (Only if the shipping method was changed after the order was billed).
Our published shipping times are "Usually Ships In", not "Always Ships In" - please remember you're ordering custom, hand-made product and the production time will vary.
If you experience damage during shipping, or if your product is incorrect or defective: When you place your order, you must agree that your sole remedy is the replacement of the defective item by our fabricators. No cash refunds will be given for custom products.
It's always a good idea to schedule your drapery installation after you have received and inspected your drapery hardware. Don't schedule or hire an installer until you have your hardware at your home and you've had a chance to make sure everything is correct and there was no damage in shipping.
Our published shipping times are "Usually Ships In", not "Always Ships In" - your order may take longer or it may arrive more quickly.
Under no circumstances will we reimburse changes from your drapery installer including trip charges, charges for postponed installations or charges for uninstalling and reinstalling damaged or defective product.
Make sure that you have your drapery hardware at your installation location and that you've carefully inspected it for problems before you schedule your installer.
We don't know if you're going to install your product into hollow drywall, wood studs, concrete - so, we can't send you screws with your order. Each installation situation requires a different screw style. For example, if you're installing into hollow drywall, you'll need hollow wall anchors that will hold up your hardware and your fabric weight. Since there's no way for us to know that weight limit beforehand, we don't send screws.
You can purchase the appropriate screw for your installation type at your local hardware store.
While some drapery hardware components may work with several collections, we can only guarantee each component will work with other items within their collection. Use caution when mixing-and-matching components from various collections.
Heavy-Duty Cutom Made Rods & Decorative Traverse Rods are a professional grade product. These products install very much like a regular curtain rod and many home owners feel comfortable installing these products themselves. Because Heavy-Duty Cutom Made Rods & Decorative Traverse Rods are professional grade products, we suggest hiring a drapery installer or drapery workroom to install the product. We can answer general installation questions, but we can't provide assistance directly with your installation or provide site-specific installation help because we're unable to examine your installation setting and fabric on-site. Also, please be aware that professional grade, custom cut rods do not come with pre-printed installation instructions. If you are unsure about installing your Heavy-Duty Cutom Made Rods & Decorative Traverse Rods, please consider hiring a drapery installer or drapery workroom to hang the product.
Finials or End Caps for Decorative Traverse Rods may install using small angle irons, not the center Finial or End Cap screw.