Norfolk Textiles

Delivery and returns

Shipping

1.1 Your order will be processed and delivered without undue delay, no later than 30 days (but usually within 1-3 working days) after your order has been placed, unless we have informed you to the contrary and you have agreed to this.

1.2 We aim to post most orders in 1-3 working days. Some items may take longer. As a rule of thumb, most small parcels are sent by 1st class post, and larger parcels by courier on a 24 hour delivery service. Please note however, that these delivery and dispatch times cannot be guaranteed. If you need your purchase by a particular time please email to check. Please also note that these dispatch times can be superseded by any times given in individual product descriptions.

1.3 Parcels sent by courier have to be signed for unless the customer gives us other instructions and the couriers accepts these. In this case it is left at the customers risk and we cannot be held responsible for any loss or damage

1.4 . It is the buyer’s responsibility to check for any damages to packing materials and product before accepting delivery of the products, and to report any damage by the delivery company within 48 hours. If there is any damage, please DO NOT accept delivery or sign the delivery sheet; instead ask the driver for a damaged freight report which will need your signature. Contact us as soon as possible. Goods are not covered by transit insurance once you have accepted delivery. All faults, incorrect orders or damages must be reported within 7 days of receipt of delivery.

Cancellations, returns and refunds

1.5  All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations. See below for any exceptions, in particular 1.26.

1.6 Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

1.7 To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired.

1.8 If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.

1.9 We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

1.10 Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you within 14 days of us receiving the goods.

1.11 You will not have any right to cancel an order for the supply of any of the following goods:

  •  The supply of goods that are made to the customer's specification or are clearly personalised.
  • Wallpaper and cut lengths of fabric and oilcloth. We are unable to accept returns on part orders of wallpaper, cut lengths of fabric or oilcloth.
  • ​​​​​​​Thibaut and Anna French wallpaper and fabric is ordered specially from the USA and is therefore non- returnable unless faulty.
  • The product has been used or cut.

1.12 In addition you will lose your right to cancel if you: Unseal goods that are not suitable for return if they are unsealed. Combine goods with other goods after delivery so that they become inseparable. Once cut or handed on to a third party we cannot accept responsibility for any errors which occasionally do occur. This condition supersedes any conflicting term submitted to us, and all other liability whether statutory or otherwise is excluded. We strongly recommend that any fabric is checked before cutting.