FREE UK DELIVERY ON ORDERS OVER £95

FAQ

Frequently Asked Questions

Q: How do I measure my windows?

A:

Please see our Measuring Guide

Q: Who do I contact if I need more information before I place an order?

A:

Our customer service department are very knowledgable and are happy to help you with any queries that you may have. You can get in touch with us by email at info@poledesign.co.uk, or phone 03452411242

Q: How do I know that my order has been placed ?

A:

You will receive an email confirmation shortly after placing the order which will include an order number. We will confirm your order by email within 24 hours of it being placed. If you do not receive this confirmation please Contact Us

Q: How much does delivery cost?

A:

When you spend £75 or more UK mainland delivery is FREE. Orders below £75 cost £7.50. We only couriers that are thoroughly reliable to ensure goods received are in good order.

Q: Can you deliver overseas?

A:

Yes we ship to Europe and most International destinations, simply place your order online and a member of staff will contact you within 72hrs with the additional delivery cost. Only on acceptance and payment in full of the additional cost will your ordered goods be dispatched.

Q: What is your policy on damaged items?

A:

When taking delivery of your items please check the packages carefully before signing for them. If the contents cannot be checked please write 'Unchecked' on the courier's document. it is important that the items are checked carefully and that any damages are reported to us within 3 days of receipt, otherwise a claim cannot be made. Please see our Returns Policy.

Q: I have received the wrong size items, what should I do?

A:

Firstly, make sure that you have removed the items from their packaging and measured them. The packaging for made-to-measure items are often labelled with the dimensions from which they were cut and not their finished size. If you have definitely received the wrong size items, call us or email us and we can arrange for them to be collected. Once we have examined the items, we will then despatch your new correct size items. Please see our Terms and Conditions

Q: I made a mistake with my measurements, what can I do?

A:
If your pole is ready made, we can arrange for collection and then supply you with new items. A collection charge will usually be payable, or you can choose to return the items to us yourself, but we do ask that you use a courier or at the very least recorded delivery to ensure that the items make it to us safely. If your item is made-to-measure you will have to order new items as we cannot accept these as returns.

Q: Do you deliver to the Channel Islands? Is VAT charged on such orders?

A:

Yes we do deliver to the Channel Islands. VAT is not applicable for these orders and is deducted at checkout from the VAT inclusive price. Normal delivery charges apply.

Q: Can you send me a catalogue?

A:

Click here for our downloadable Product Brochures

Q: Do you provide an installation service?

A:

Unfortunately we do not provide an installation service. Our items are easy to install and instructions can be downloaded from the website. If you do have any problems with the installation of your items, please Contact Us.

Q: I still haven't received my order, what should I do?

A:

If you have not received your order within the stated delivery period, please Contact Us.

Q: Are the website payments secure?

A:

Security is probably one of the most significant concerns for both the shopper and the retailer during an online transaction. In reality, an online transaction is probably more secure than a card transaction in a shop or conducted over the telephone or by fax, as the information transmitted online is strongly encrypted using complicated logarithm combinations.

The WorldPay payment system uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. Furthermore, our public web servers are certified by Thawte, a public Certificate Authority, ensuring that both the shopper and retailer can have confidence that nobody can impersonate WorldPay to obtain confidential information.

Q: How will I know if the item I ordered is in stock?

A:
We will confirm your order by email within 24 hours of receiving it. In the event that an ordered item is out of stock, we will notify you by email or phone as soon as possible and give you an estimated delivery time for your order. If the new estimated delivery date does not meet your expectations then you are free to change or cancel your order.

Q: Can I have my order delivered to an address other than my home address?

A:

If you are not in during the day you can arrange for deliveries to be made to a work address or neighbour's address but please be aware that most items we despatch will require a signature upon delivery. Please ensure that you have indicated a different delivery address when you place your order. Please bear in mind if you have ordered long poles or made to measure bay window poles these are best delivered to the installation site.

Q: What happens if my order does not arrive?

A:

In the unlikely event that your order is not received within the period specified for the items ordered, then please e mail or phone us and we will investigate for you.

Q: Losses, Shortages, Damages

A:
Please report any Losses, Shortages and Damages need to within 3 working days. Pole Design require all parcels to be signed for.

Q: How can I be sure of the correct colour?

A:

We can send out up to 3 samples FOC for most curtain pole ranges. Please Contact us with your full delivery details and sample order.

Can’t find an answer to your question?
Pole Design is a division of Karen Rhodes Design Limited. Company Registration No: 462644 VAT Registered: 994 1072 05. All Rights Reserved.
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