Terms and conditions

GENERAL 

The website is owned and operated by Walcot House Ltd, registered office Lyneham Heath Studios, Lyneham, Oxfordshire OX7 6QQ, registered in England no 3647945.  VAT number 718 1118 55.

These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Products from our site. 

We reserve the right to discontinue or alter any of our website services and details at any time. 

We amend these Terms from time to time as set out in the clause below. Every time you wish to order Products, please check these Terms to ensure you understand the terms that will apply at that time. These Terms were most recently updated on 17 October 2016. 

 

OUR RIGHT TO VARY THESE TERMS 

We amend these Terms from time to time.  

  • Every time you order Products from us, the Terms in force at the time of your order will apply to the Contract between you and us. 
  • We may revise these Terms as they apply to your order from time to time to reflect the following circumstances: 
    1. changes in relevant laws and regulatory requirements; and 
    2. due to any unforeseen circumstances affecting the manufacturing process. 
  • If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. 

 

SELLER’S OBLIGATIONS, LIMITATION OF LIABILITY & SUITABILITY 

The Seller shall not in any way be liable for any inability to perform all or part of its obligations hereunder (whether permanently or temporarily) whether by reason of industrial disputes or disruption, riot or civil commotion, hostilities (whether war is declared or not) Fire, Act of God, storm, failure or breakdown of machinery or supplies, delay of Sub-Contractors, the provisions of any statute, regulation or by-law, or without prejudice to the generality of the foregoing, any other unforeseen circumstances or cause beyond its control. 

Except as may be implied by law where the buyer is dealing as a consumer, in the event of any breach of these terms and conditions by the seller the remedies of the buyer shall be limited to damages which shall in no circumstances exceed the price of the goods and the seller shall under no circumstances be liable for direct or indirect, incidental consequential loss or damage whatever, save in respect of death or personal injury resulting from the negligence of the Company. The company shall be under no liability in respect of any defect in or failure or unsuitability for any purpose of the goods, or any part thereof, whether the same be due to any act, omission, negligence or wilful default of the Company, or its servants or agents or to faulty design, workmanship, or any other cause whatsoever. 

We do not warrant the suitability of our products for specific application other than the application for which they are manufactured and intended. You the ‘buyer’ should satisfy yourself as to the suitability of all goods ordered, for the purpose for which they are required. However, we shall not be held liable for any loss, consequential or otherwise, if the product is subsequently used for purposes other than that for which the manufacturer intended. 

We do not recommend that you book a fitter (if one is required) prior to receiving and inspecting your purchase to make sure everything is present, correct and you are satisfied with your order, as we do not accept liability for costs incurred to cancel your contractor. 

Surfaces should be suitable or prepared correctly for installation and additional fixings such as specialist  screws or wall plugs should be purchased elsewhere if the general fixings supplied are not suitable for installation on your particular surface (for example plasterboard). No liability will be accepted by ourselves for incorrect installation or not following the fitting instructions supplied. 

 

OUR PRODUCTS 

The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images. We strongly advise that if colour matching is important, you buy the samples offered for sale on our website. 

Although we have made every effort to be as accurate as possible, all sizes, weights, colours, capacities, dimensions and measurements indicated on our site have a 5% tolerance. 

 

PURCHASE & PAYMENT 

Products can be purchased and paid for in advance by adding items to your basket which will include the price of delivery (also see the shipping & handling section below for delivery charges) and proceeding to checkout to enter your details and confirm your order with payment. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process. 

Payments are made in Pounds Sterling via the secure Stripe Gateway using accepted cards or alternatively using PayPal or Amazon Payments.  

When you purchase products from our website, and you have pressed the “REVIEW ORDER” button we shall confirm your order via email and assign you with an order number to confirm your purchase. This email is NOT an acceptance of your order, just a confirmation that we have received it (“Order Confirmation”). The Order Confirmation will confirm the following: a description of the products ordered; the total price of the goods; the applicable delivery charges. 

The contract between us will only be formed when we send you the “Shipping Confirmation”. The Shipping Confirmation is the email that we send to you when we have accepted your Order and it will be sent to you once your order has been packed and collected by our courier (unless we have been unable to fulfil your order or if you have cancelled the order beforehand). 

 

PRICE OF PRODUCTS 

Prices are valid at time of purchase and are subject to change. All prices include UK VAT for all customers within the UK and EU VAT territories. 

Prices for our Products may change from time to time, but changes will not affect any order you have already placed. 

The prices of the Products will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system.  However, it is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price. 

The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect. 

The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order, and are shown under 'SHIPPING AND HANDLING' below. 

We cannot be held responsible for pricing, typographical, or other errors on our website. 

 

TAX  

VAT is charged at 20% for orders made from the UK or European Union, all other orders are vat free. 

Please note if you are ordering from outside of the UK, it  is your responsibility to find out if you are required to pay any import duties or taxes on any goods purchased, and you will be responsible for these yourself. Please contact your local customs office for further information. 

 

ACCEPTANCE OF YOUR ORDER 

You will be emailed an order confirmation to confirm your order request has been received. We reserve the right to refuse or cancel an order if 

  • Your payment is not authorised or potentially fraudulent
  • The cardholder details do not match order details
  • There is an error on the website regarding price, description or other such details.
     
    In the event of any of the above you will be notified. 
     
    In the unlikely event that items you have ordered are unavailable for any reason, or should there be a problem with your order, we will contact you to inform you and discuss alternative delivery dates or options if available. We will not substitute out of stock items. 
     
    You can check the status of your order at any time by logging into your account or by contacting us. 

 
SHIPPING & HANDLING 

Where will you deliver to? 

We are a UK based manufacturer delivering via UK Mail or Tuffnells (or Royal Mail for some smaller parcels) to UK customers (including Northern Ireland, Scottish Isles & Channel Islands). We also deliver to the Republic of Ireland and Europe.   
Please note for deliveries to Russia or the USA (or any other destinations not listed above) you will need to arrange your own collection from our premises. Contact us for more information. Please note: It is your responsibility to find out if you are required to pay any import duties or taxes on any goods purchased, and you will be responsible for these yourself. Please contact your local customs office for further information. 
You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

 

How much will delivery cost?

These prices are applicable for pole sets and larger products. Smaller items have separate delivery rates - prices are shown at the check out before you pay. 

Delivery charge to UK mainland from £15.50 inc. VAT 
Delivery to Guernsey, Isle Of Man and Jersey from £24 inc. VAT 
Delivery to the Republic of Ireland from £26.40 inc. VAT 
Delivery to Europe (excluding Russia) from £80 inc. VAT 

  

When will my order be sent? 

Items are usually sent within 7 working days, with delivery Monday to Friday, 7.30am - 6pm.  Please allow longer during busy times such as the lead up to Christmas. 
We recommend that you do not book a fitter until your goods have been received and checked, as we cannot be held liable for any delays due to missing or damaged items. 

  

Will I get notification once my order is on it's way? 

Once your order has left us you will be notified by email that your order is on its way and can no longer be changed, and also when you can expect this so that you don’t miss your delivery. 
 
In the event of items being undelivered, you will receive notification from the courier or ourselves. Should the items be returned to us there will be a re-delivery charge to resend them to you.  

 

Can I change the due delivery date?  

Items are sent as soon as they are packed, and usually within 7 working days of receipt of order. We will send you an email confirmation at this point confirming the courier used and your parcel tracking number (if your parcel is being sent by UKMail). If you would prefer to receive your goods much later, please order nearer the required time.  
Once the order has left our premises, you may still be able to change the delivery date by a few days by contacting the courier directly using the tracking number supplied. 

 

How do I track my order? 

You can track the progress of your orders via your account. 
When your order leaves us, we will send you an email confirmation, giving the courier used and your parcel tracking number (if your parcel is being sent by UKMail). 
If we have despatched your parcel but you don't receive it within the advised time-scales, please let us know. 

 

What happens if I am not in when the courier comes? 

We will send you an email confirmation once your order has left us, confirming the courier used. If your order is sent with UK Mail, you will also receive the tracking number and they will contact you to let you know when the goods will be delivered. You can rearrange delivery through the link in their text/email. 
If you are not in when the courier tries to deliver they will leave a card. You can follow the instructions on the card to rearrange delivery at a suitable time, however, if the couriers do not hear from you they will usually automatically try to re-deliver the next working day. 
Our couriers will deliver Monday – Friday between 7.30 AM and 6 PM.  
Our Couriers will try to deliver the parcel to you on 2 separate occasions, but if the parcel is then returned to us, we will need to pass on the additional charge for the parcel to be redelivered to you at a later date. 

 

What happens if my parcel arrives and is damaged? 

Our couriers are chosen as being reliable and professional, but occasionally damage may occur in transit. 
Please check your order carefully upon receipt. In the event that there has been any damage to the order in transit to you, you must advise us by 12 noon the day after delivery, so that we can instigate a claim with the courier. 
We will then arrange for the damaged parcel to be collected from you, and a replacement to be sent to you as quickly as possible. 

 

CONSUMER CANCELLATIONS & RETURNS POLICY 

If you are a consumer, you have a legal right to cancel or return an order as set out below. If you are a trade customer, please see the TRADE section below. 

Please note: this cancellation right does not apply in the case of any bespoke or customised goods which have been customised in accordance with your specific request. 

We will refund you the price you paid for the Products, less the cost of delivery to you (if goods have been despatched). However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. 

 

CANCELLATIONS - I haven't received my order yet, but I want to cancel it 

To cancel your order please fill out the Cancellation/ Return Form which can be accessed in your account by clicking ‘amend order’. Please note this is only applicable to customers with an account and if goods have NOT been despatched. If you do not have an account and want to cancel your order please contact us. If goods have not yet been sent they will be immediately refunded in full within 14 days of your cancellation being received and confirmed.  
However, please note personalised or bespoke items, such as items cut to size, cannot be cancelled if they are already in production.
 

 
RETURNS - I have received my order, but I want to return it because... 

...my item is damaged / faulty / I am missing an item 
While every effort is made to ensure that you receive the required goods in the best possible condition, please inspect all items carefully upon receipt. In the unlikely event that you receive faulty or missing goods, please contact us immediately and we will replace these free of charge. 
Please note: no refunds can be given once the goods have been cut, treated or altered in any way. 

 

...I have changed my mind / I ordered the wrong item 

Should you realise that you have ordered the wrong product, or decide that you have changed your mind and wish to return it, then please contact us immediately. You have 14 days to request a return and you must return the items at your own cost by your own method.  
Goods can only be returned to us after agreement has been confirmed in writing as detailed below. To be eligible for a return, your item must be unused, unaltered and in the same condition that you received it. It must also be in the original packaging to avoid damage, with the required identifying paperwork. Items damaged, altered or personalised/made to measure (such as cut to size) in any way cannot be refunded. 
 
 
To request a return, please fill out the returns form which can be accessed in your account by clicking ‘amend order’. Please note this is only applicable to customers with an account. If you do not have an account and want to cancel your order please contact us. 
Please ensure all items are packed in the original packaging, as no refunds can be given if goods are received damaged.  
We recommend using a tracked & signed for service as items not received cannot be refunded. Although these are not specific recommendations, there are several online companies who will collect parcels from your door such as: 
https://www.parcelhero.com 
https://www.parcelmonkey.co.uk 
https://www.parcel2go.com 
 
or many local shops offer parcel drop off services with companies such as www.myhermes.co.uk. A refund will be processed (less the cost of our delivery to you) on receipt of returned items in a resaleable condition only.  
 
***If 14 days have elapsed since receipt of items, or your items are cut to size, unfortunately a refund cannot be given*** 

 
REFUNDS – how will you refund my money? 

Once your return has been received and inspected, we will send you an email to notify you that it has been received. We will also notify you of the approval or rejection of your refund. 
 
If your return has been approved, then a refund will be processed, and automatically applied to your credit card or original method of payment, within 14 days of receipt of return. Any enhanced delivery options will not be refunded. 

 

EXCHANGES – Can I swap for a different product? 

If you change your mind, exchanges are only possible by returning your item as detailed above and re-ordering the alternative item on the website. Faulty items will be exchanged free of charge, at our expense with the relevant proof. 

 

TRADE CUSTOMER CANCELLATIONS / RETURNS POLICY 

 

CANCELLATIONS  

I haven't received my order yet, but I want to cancel it 

To cancel your order please fill out the Cancellation/ Return Form which can be accessed in your account by clicking ‘amend order’. Please note this is only applicable to customers with an account and if goods have NOT yet been despatched. If you do not have an account and want to cancel your order please contact us. If goods have not yet been packed or sent, they will be immediately refunded in full within 14 days of your cancellation being received and confirmed.  
However, please note personalised or bespoke items, such as items cut to size, cannot be cancelled if they are already in production. 

 

RETURNS 

My item is damaged / faulty / I am missing an item 

While every effort is made to ensure that you receive the required goods in the best possible condition, please inspect all items carefully upon receipt. In the unlikely event that you receive faulty or missing goods, please contact us immediately and we will make arrangements to replace these free of charge. 
Please note: no refunds can be given once the goods have been cut, treated or altered in any way. 

 

I want to return an item I bought as a sample  / goods on approval 

Unfortunately we do not offer a goods on approval service. All items bought as samples are non returnable. In exceptional circumstances, we may accept items which will incur a 30% restocking charge, but this must be approved by us in writing prior to items being returned. 

 

The items I have received look different to the photos 

The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. We strongly advise that if colour matching is important, you buy the samples offered for sale on our website. We reserve the right to charge a 30% restocking fee on any items returned for this reason where samples have not been purchased, and returns will only be accepted by prior arrangement in writing, within 14 days of receipt of goods. 

 

I have changed my mind / I ordered the wrong item 

Should you realise that you have ordered the wrong product, or decide that you have changed your mind and wish to return it, then please contact us immediately.  We reserve the right to charge a 30% restocking fee for any items returned for this reason and returns will only be accepted by prior arrangement in writing, within 14 days of receipt of goods. 
 
To be eligible for a return, your item must be unused, unaltered and in the same condition that you received it. It must also be in the original packaging to avoid damage, with the required identifying paperwork. Items received damaged, altered or personalised/made to measure (such as cut to size) in any way cannot be refunded. You must return the items at your own cost by your own method.  
 
***If 14 days have elapsed since receipt of items, or your items are cut to size, unfortunately a refund cannot be given***
 

 
REFUNDS – how will you refund my money? 

Once your return has been approved and we have received and inspected the goods, we will send you an email to notify you that it has been received. We will also notify you of the approval or rejection of your refund and any restocking fee incurred. The cost of our delivery to you will only be refunded if goods are faulty or damaged. 
A refund will be processed, and automatically applied to your credit card or original method of payment, within 14 days of receipt of return.  

 

EXCHANGES – Can I swap for a different product? 

If you change your mind, exchanges are only possible by returning your item as detailed above and re-ordering the alternative item on the website. Faulty items will be exchanged free of charge, at our expense with the relevant proof. 

 
 
DELIVERY DELAYS / OUT OF STOCK ITEMS 

We hold items in stock and aim to despatch your order within 7 working days.  
We do our utmost to show only those products which we have in stock. However, in the event that your item is out of stock when we receive your order, we will notify you immediately so that you can either choose to wait for your items, choose an alternative, or cancel your order. If you choose to wait for your order, full payment will be taken at point of order. 
All delivery times are approximate, and we will not be held liable for any compensation as a result of any unexpected delays. 
We will, from time to time offer ends of lines or discontinued items. These will always be marked clearly as limited stock. 

 
 

RISK & OWNERSHIP 
Products are at 'the customer's risk' from the time of delivery. Ownership passes to you the ‘customer’ on the latter of delivery and receipt of all sums due in respect of the products. 
 
 

PRIVACY & SECURITY 

We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information. 

Payments are processed by Shopify Payments (powered by Stripe) or alternatively via your Paypal or Amazon Payments accounts. Shopify Payments may require your card holder data to be processed or transmitted outside of the EEA. You can review the Stripe privacy policy at https://stripe.com/gb/terms. We will share information with Shopify Payments/Stripe only to the extent necessary for the purposes of processing payments you make via our website and dealing with complaints and queries relating to such payments. No other information is disclosed to third parties other than necessary for operational reasons such as delivery. 

The payment page of the website is encrypted so that your card/payment details are kept secure whilst making payment. 

Our website uses cookies. Cookies are small files of strings of numbers and letters placed automatically into the cookie folder of your browser when using a website. We use cookies on our website as necessary to help your user experience in ways such as remembering you as a registered user, allowing you to place items in your basket and pay, making the website easier and faster to navigate and to spot general improvements. If you disable cookies you will likely encounter problems navigating the website with ease. By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy. 

We may collect, store and use the following kinds of personal information: 

(a) information about your computer and about your visits to and use of this website, including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views, website navigation 
(b) information relating to any transactions carried out between you and us on or in relation to this website, including information relating to any purchases you make of our goods or services 
(c) information that you provide to us for the purpose of registering with us 
(d) information that you provide to us for the purpose of subscribing to our website services, email notifications and/or newsletters 
(e) any other information that you choose to send to us 

Using your personal information  
Personal information submitted to us via this website will be used for the purposes specified in this privacy policy or in relevant parts of the website. 

We may use your personal information to: 
 
(a) administer the website 
(b) improve your browsing experience by personalising the website 
(c) enable your use of the services available on the website 
(d) supply to you products purchased via the website 
(e) send statements and invoices to you, and collect payments from you 
(f) send you general (non-marketing) commercial communications 
(g) send you email notifications which you have specifically requested 
(h) send to you our newsletter and other marketing communications relating to our business (you can inform us at any time if you no longer require marketing communications) 
(i) provide third parties with statistical information about our users - but this information will not be used to identify any individual user 
(j) deal with enquiries and complaints made by or about you relating to the website 
Where you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the license you grant to us 
We will not, without your express consent, provide your personal information to any third parties for the purpose of direct marketing. 

Disclosures  
We may disclose information about you to any of our employees, officers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes as set out in this privacy policy. 
In addition, we may disclose your personal information: 
(a) to the extent that we are required to do so by law; 
(b) in connection with any legal proceedings or prospective legal proceedings; 
(c) in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk); 
(d) to the purchaser (or prospective purchaser) of any business or asset which we are (or are contemplating) selling; 
(e) to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information. 
Except as provided in this privacy policy, we will not provide your information to third parties. 

Security of your personal information 
We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. 

You are responsible for keeping your password and user details confidential. We will not ask you for your password (except when you log in to the website or make payments). 

Policy amendments  
We may update this privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes. 

We may also notify you of changes to our privacy policy by email. 

 

INTELLECTUAL PROPERTY 

You acknowledge and agree that all copyright, trademarks and other intellectual property rights in all material or content supplied as part of our website or used by our company shall remain at all times vested in us including but not limited to design, graphics, photography, look and appearance of products & website.  

Our photography may not be used on any other website or media unless permission has been obtained  from us in writing and any fees paid, and even then, must be accredited to WalcotHouse.com and used solely to promote Walcot House products. 

 

DISCLAIMER 
The information on this website is provided free-of-charge, and you acknowledge that it would be unreasonable to hold us liable in respect of this website and the information on this website. 

Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on this website is kept up-to-date. 

 

LAW JURISDICTION 
These Terms and conditions shall be governed and construed in accordance with English law. 
 
CONTACT 
If you prefer to speak with someone please contact us at: 
 
Email:  shop@walcothouse.com 
Telephone:  01993 832 940 (9am - 5.30pm, Monday - Friday) 
 
Or by post: 
 
Walcot House Ltd 
Lyneham Heath Studios 
Lyneham 
Oxfordshire  
OX7 6QQ

Measuring Guide

What curtain pole length do I need?

Walcot House measuring guide for curtain poles

Measure the width of your window (cm)

Add a minimum of 15cm either side, preferably more, but for full curtains or wide windows allow at least 25cm if you have the room, excluding finials (decorative pole ends).

Choose a stock length or cut to size yourself for non standard lengths (we promise it's really easy!)
    Helpful tip: Ensure there is room for your finials beyond the ends of your pole.
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