Guarantee & Returns, Privacy & Security Policy


Guarantee & Returns, Privacy & Security Policy

All our items are made to order - and cannot be refunded or exchanged unless damaged

Curtains, Blinds and Interior Design

All curtains and blinds are made to order and once work has commenced, including preparatory work and service provider visits, any deposit cannot be refunded and additional fees may be charged at the discretion of House Couturier

Please note: If goods inside the box arrive to you damaged, you must refuse to accept the delivery and state this on the delivery note. If you sign for the goods (by default accepting them in good condition) and then report any damage after that time, no claims for exchange can be accepted. If you are unsure that they are damaged please sign for them 'Received damaged' and you will be covered by our terms and conditions

You must report any damage caused by the delivery within 7 working days. We cannot accept ANY returns for damage or fault if you do not report damage or fault within 7 days. Please note, if returning an item because of damage or fault you must retain the original box. The company will at its own cost replace goods that are defective on delivery providing we are notified within 7 days of actual delivery or attempted delivery.
You should contact us first by email or phone to arrange the return of a product. Please remember:
Any goods you wish to return must be in their original packaging, unused and undamaged. If you return the goods you should insure them against carrier damage. You are responsible for the safe keeping of goods until they are received by us or collected by our agents.
Every care has been taken to ensure that the description and specification are correct at the time of going to press. However, while the colour/position of design reproduction is as close a representation as possible, some variation in the actual goods may occur.
Delivery terms and conditions:
When you have placed your order, you will receive an email within 4 working days detailing the week the goods are expected to be dispatched.
Cushions and other small items are usually sent by a UK or International Courier Standard Parcel delivery. These usually take 2 or 3 working days to arrive from date of despatch.

Missed Deliveries
If you do miss the delivery, you will receive a notification card in your letterbox. The courier will try and redeliver the goods the following working day. If you miss the second delivery, you will need to call the couriers and arrange for redelivery. They may not attempt delivery after that without incurring an additional delivery charge. Failing that, the products will be returned to House Couturier Limited with a charge to pay. Please try to avoid this happening as unfortunately, you may have to pay postage for the products to be sent back to you again.
Bespoke terms and conditions only
1 All 'bespoke' goods are made specifically to your specification. Under the Distance Selling Regulations, you do not have a right to cancel after the Commencement Date, except where the Goods are defective or we are at serious fault.
1.2 By making an offer to purchase a bespoke item that is specially made to your requirements, you agree to be bound by the whole provisions of an Agreement (as defined in clause 1.3 below) between you and us. If you do not accept these provisions you should not place an order. Your attention is drawn in particular to clauses 1.3 (limited right to cancel), 13 (limitation of liability) and indemnity.

1.3 You cannot change or cancel Your order (bespoke) if the Goods You have ordered are manufactured, measured or custom-made to Your requirements or specifications including customers own fabric as these Goods will not be resalable by Us. We regret that once Your order has been accepted by Us in relation to such Goods and entered on Our manufacturing process We are unable to accept any changes to these Goods or cancellation of Your order without levying a handling charge (see below). If prior to delivery You do wish to change Your order or cancel it after We have accepted it please contact Us as soon as possible by e-mail or on Our telephone order helpline as described above and We will try to assist You. Our acceptance of cancellation of Your order will be subject to retention by Us of a handling charge equal to 80% of the price paid for these custom-made Goods if already manufactured. The balance of the price paid will be reimbursed to You within 30 days of notification of cancellation by re-crediting Your debit or credit card.

Please note: Any pictures, references, diagrams or drawing provided by the client for House Couturier Limited to use/copy as reference for a bespoke product may not always match 100%. House Couturier Limited will always endeavour to copy an item but cannot make a guarantee of an exact match.
We cannot copy another manufacturer’s product or design

Essential Checks Before Ordering
It is your responsibility to ensure that the Products you have ordered will fit into your home, and that there is sufficient access for a courier/ delivery lorry to reach the delivery address.

Wallpaper installation
All wallpaper installers and handlers need to check the ingredients on the packet of wallpaper paste being used or recommended for each paper – we accept no liability for paste recommended for wallpaper installation if an allergy or reaction occurs and injury is sustained

Lighting Handling and Installation
Only fully qualified electricians to install electrical light fittings. All customers must check their country’s electrical compatibility with any lighting supplied

Furniture Sofas and Chaises
Please ensure you order the correct hand chaise. Chaises ordered with the incorrect hand will incur a collect and re-delivery charge for replacement chaises. It is the customers responsibility to check all paperwork when ordering to ensure they have ordered the desired hand chaise.

Delivery Charges and Carriers
The delivery charges on the website apply to Mainland UK only:
If you require delivery outside Mainland UK please contact Customer Services for further details.

Large Upholstery and Furniture
It is your responsibility to advise us of any non-standard delivery circumstances that may apply at the point of ordering. If there are any non-standard delivery circumstances and you do not inform us you may be liable for an extra delivery charge

Important Delivery Information
Deliveries requiring special arrangements can sometimes be made but will be at an additional cost to you.
Please note that we will charge you a non-refundable storage fee of £100 (if we are able to store it space permitting) per full week in the following circumstances :-
• Where bookings have not been made: 3 weeks after the original delivery date of the furniture or first booking attempt by Customer Services (whichever is the later).
• Where bookings have been made: if you are unavailable to take delivery of your PRODUCT order on two occasions after agreeing delivery dates with Customer Services.
In these instances, re-delivery charges may also apply.
Delivery Times
Delivery dates and weeks are not guaranteed but we will do our utmost to ensure goods are delivered within the stated date or soon afterwards.
We shall not be liable for delays or failures in delivery caused by a failure to gain access to the delivery address on the agreed delivery date or because of other circumstances beyond our reasonable control.
Specific delivery times and days cannot be agreed at any time in the order process.
Delivery of Upholstery and Furniture.
The delivery crew will not attempt delivery if there are health and safety issues or where damage to your property may occur nor will they remove doors and windows.
If no one is available to accept delivery when a time agreement has been made, we will charge you £50 per single item re-delivered and £75 total for more than one item re-delivered at the same time.
Where the item/s ordered will not fit into your home, in addition to any cancellation fee incurred, we will charge you a non-refundable removal fee of £50 per single item and £75 total for more than one item.
Postage and packing rates apply to all transactions unless otherwise stated. Saturdays, Sundays and Bank holidays are NOT counted as 'standard' delivery days and will incur a surcharge if requested.
If there is an unforeseen or out of our control delivery delay, we will attempt to notify you by e-mail or telephone.
Please note: If goods inside the box arrive to you damaged, you must refuse to accept the delivery and state this on the delivery note. If you sign for the goods (by default accepting them in good condition) and then report any damage after that time, no claims for compensation can be accepted. If you are unsure that they are damaged please sign for them 'Received damaged' and you will be covered by our terms and conditions.
House Couturier Limited will not be liable to you or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delivery delay or failure was due to any cause beyond its reasonable control.
House Couturier may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions.

We will treat all your Personal Information as confidential. We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation.
When you shop on this Website, we will ask for Personal Information such as
• Your name
• e-mail address
• Billing address
• Delivery address
• Telephone number
• Product selections
• Credit card or other payment information and a password.
We confirm that any Personal Information, which you provide to us, and any User Information from which we can identify you, is held in accordance with the UK Data Protection act.
We use your information only for the following purposes:
• For statistical purposes to improve this Website and its services to you
• To administer this website
• If you consent, to notify you of products or special offers that may be of interest to you, only from House Couturier Limited
You agree that you do not object to us contacting you for any of the above purposes whether by e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.

Credit Card Security. We use Protyx and Barclays Merchant Services and Paypal for our Online Credit and Debit Card Processing. All payment card information is sent to and from Barclays, Paypal and Protyx and is encrypted. All credit card numbers are encrypted in the software when the order is placed using the highest form of security at 128-bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. Protyx, Paypal and Barclays use a combination of techniques to ensure that transactions passed are secure and trusted.

Links to other web sites
This web site contains links to other sites which are completely unrelated to House Couturier Limited.
This privacy statement does not apply to these sites nor are House Couturier Ltd responsible for the content and practices of these web sites.

We will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that is not reasonably foreseeable to both you and us when you commenced using the website or when a contract for the sale of goods by us to you was formed. We do not limit in any way our liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence or wilful misconduct.

Alteration of Service or Amendments to the Conditions
We reserve the right to make changes to our website, policies, and these terms and conditions at any time. You will be subject to the terms and conditions in force at the time that you use the website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

Events beyond our reasonable control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control, including but not limited to the following;

Governing Law
The Contract is governed by the laws of England and the English Courts shall have the non-exclusive jurisdiction to resolve any disputes arising out of or under it.
No waiver by us of any breach of the Contract by you is considered as a waiver of any subsequent breach of the same or any other provision.
If you have any questions, we are here to help. Please contact us at or 0207 371 9255

8th February 2011

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