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Shipping & Returns

Shipping Times:

Our shipping times are "Usually Ships In" times and do not include time in transit. We work hard to get orders out quickly and have one the largest warehouse & supplier networks in the industry, but from time to time delays do happen. Our "Usually Ships In" times are not guarantees but our best estimate.

 

Billing Information:

For security reasons, we never store your credit card information. That means we charge your credit card when you place your order - not when your order ships.

About Our Return Policy:

Returns are accepted within 7 days of receipt of shipment.  Non-custom or stock items may be returned as long as you complete a Return Authorization.

Items that may be returned must be returned 100% complete, and in the same condition as when sold. Items must be in their original packaging as provided by the manufacturer in an unopened state. All packing materials must also be returned.

You must contact us to create a Return Request over the phone, or by email. Do Not Automatically Ship An Item Back To Us Without Authorization. If you don't request a return authorization, you will not receive return credit.

Can I Return A Custom Or Special Order Item?

Some of our fabricators who make custom items or finish custom items have a restriction on returns that prevents Designers Workroom & Supplies from being able to accept returns, offer credits, or offer exchanges for any reason. All custom made items and all custom finished items can not be returned for any reason. No cash refunds will be given on custom made, custom finished or special order items. Any order for custom made, custom finished, or special order items that is refused by the customer upon a delivery attempt will not be credited to the customer's credit card. 

If you refuse delivery of a custom item or a special order item - or if you automatically return a custom item or special order item without authorization, you will not receive a return credit. There are absolutely no exceptions for custom or special orders.

Can I Return A Decorative Drapery Rod Set?

No. These Item are custom manufactured to order and cannot be returned. 
 

I Forgot To Get A Return Authorization, Can I Still Get Credit?

If you forget to request a Return Authorization for a stock item, but we did receive your returned items in good condition, we may issue a partial credit at our discretion. We will deduct the cost of shipping your returned items to the proper warehouse from your credit along with the restocking fees.

Your credit will be in the form of a Store Coupon, not a cash credit on your original payment method.

For custom or special order items: No return credit will be issued - there are no exceptions.

If you return an item without a Return Authorization, we can not ship the item back to you until you call in and pay for the return freight. Items returned without a Return Authorization are discarded in seven (7) days unless you call in and pay for return freight.

How Are Return Credits Issued?

Your credit will be in the form of a Store Credit, We do not a Issue cash or credit card on your original payment method.

When Can I Request A Return?

You can request a standard return for up to thirty (30) days from the day your item is shipped from our warehouse. Exceptions can not be made for vacations, holidays or any other reason where you were unable to inspect and decide to return your order within thirty (30) days from the day your order is shipped from our warehouse.

What If My Custom Product Arrives Damaged Or Is Defective?

If you experience damage during shipping, or if your product is 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. You must notify us within 48 hours of any damage to your order. You must also ask that your delivery driver note the damage and save all packing materials. If you don't report your item as damaged within 48 hours, we may not be able to file a claim with the shipper and you we won't be able to issue you a credit or replace your item. Exceptions can not be made for vacations, holidays or any other reason where you were unable to inspect your order within 48 hours.

What Issues Are Not Considered Defects?

There are some issues with custom decorative drapery hardware that are not considered defects and we can not accept a return for these issues. These issues include:

  • Slight variation in color or finish between items
  • Slight bowing of wood poles
  • Resistance of rings to hand draw across a wood or metal pole

You Can Not Return An Item That Was Misused.

If you use an item for a purpose that was not intended, you may not return the item. Or, if you use the item in an area that it was not intended to be used in, you may not return the item. Situations like this may include:

  • Use of item outdoors or in area exposed to outdoor conditions
  • Use of item for any purpose other than hanging draperies
  • Use of item in high heat or high humidity areas like near spa's, in the garage or in the attic
  • Use of item in area consistently exposed to "salt air", like an open window in a beach house
  • Use of item in bathroom (with the exception of items labeled to be used in bathroom).

 

How Do I Start The Return Process?

You must contact us to create a Return Request over the phone, or by email. Do Not Automatically Ship An Item Back To Us Without Authorization. If you don't request a return authorization, you will not receive return credit.

Do not ship your item back to us until we give you the shipping address. If you ship an item back to us without a Return Authorization, we won't be able to issue you a credit. And, we will not be able the ship the item back to you.

Orders placed under the terms of Contract Sales Order are non-returnable. Refer to the conditions of your signed Contract Sales Quote for additional details. 


If you need to return more than 10% of an order that qualified for a volume or quantity discount (or if you used a coupon that gave you a discount for ordering a certain amount), we will reduce your return credit by the amount of your additional discount. We can not honor a volume or quantity discount if you plan to return more than 10% of your original order.

Who Pays For Return Shipping?

If you're returning a stock item because you've changed your mind, or decided you don't want the item, then you must pay the shipping charges to return the item to us.

In addition, we can not issue you a credit for the shipping fee you paid on your original order. And, if your original order qualified for free or reduced shipping, we must reduce your credit in the amount of the original shipping cost that you did not have to pay on your original order.

If you're returning an item due to damage or defect: We'll provide a pre-paid shipping label for the damaged item when we send your replacement.

Your Consent:

By using our site, you consent to our Returns Policy.

Matching Colors From Website Images:

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.

Colors Or Finishes With Similar Names:

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.

Color Variation Between Items In Your Order:

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.

Color Variations That Are More Than Slight:

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.

Remedies For Color Variations:

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.

What Is A Custom Or Special Order Product?

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.

What Makes An Item Custom Or Special 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.

What Happens After I Place An Order For A Custom Or Special Order Item?

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.

This process takes 24 hours and during this time you may cancel or change your order without penalty.

Once this time has expired and your order has passed our internal review, it is sent to our fabricator. Once the order has been sent to our fabricator, you can not make any changes or cancel your order.

How Long Does It Take To Get A Custom Or Special Order Item?

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. If the production delay bumps your Estimated Ship Date back more than 3 business days, we will alert you by eMail. If your Estimated Ship Date is bumped back more than three 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. 

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 published shipping times are "Usually Ships In", not "Always Ships In"

Can I Return A Custom Or Special Order Item?

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.

Can I Get A Refund On Freight Or Shipping Fees If It Takes Longer Than I Expect?

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.

What If My Custom Or Special Order Product Arrives Incorrect, Damaged Or Is Defective?

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.

What Happens If My Order Doesn't Arrive In Time And I've Already Hired An Installer?

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.

Do You Send Screws With Cutsom Product?

No.

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.

Custom Cut Architrac Rods & Decorative Traverse Rods

Custom Cut Architrac 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 Custom Cut Architrac 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 Custom Cut Architrac Rod or Decorative Traverse Rod, 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.

Your Consent:

By using our site, you consent to our Product Policy.