This website page confirmation satisfies the requirement under these regulations for us (the supplier) to supply you (the consumer) with written, durable information about your rights of cancellation of this order.
You have the right to cancel an order for any reason within 7 working days from the day after the date of receipt of the goods. Notice of cancellation should be made via phone on 0117 9493984 or via email to [email protected] within this period of time. This does not apply to any custom made items including:
- Made to Measure Curtains
- Roman Blinds
- Venetian Blinds
- Made to Measure Cushion Covers
- Cut Length Fabrics
- Net Curtains
- Any item that you have requested to be altered by us
The goods (other than those listed above) should be returned to us at our registered address at your expense within 14 days and must be undamaged, unused and in the same condition as when received by you. Until such time as they are received into our premises, you are responsible for any loss or damage to those goods. If you do send your items back to us and it does not meet our terms it is your responsibility to collect or pay for delivery for the items to be sent back to you.
If you are cancelling your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item(s) and the cost of sending the item to you as follows:
- If the product is returned and is not faulty, your refund will be less the carriage charge that you paid on the order
- We will not refund your postage return costs unless an item is deemed to be faulty
If you have placed an order and feel like you have made a mistake we kindly ask that you contact us as soon as possible so we can stop the processing of your order.
Your Statutory Rights are not affected.
We endeavour to ensure that availability of the website will be uninterrupted and that transmissions will be error-free. Access to this website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. Frequency and duration of any such suspension or restriction will always be limited as best as we can practically ensure.
toptobottomdirect.co.uk grants you a limited license to access and make personal use of this website. The website and any portion of this website (including any images, logos, text) may not be:
- Downloaded (other than page caching) or modified, or any portion of it under any circumstances.
- Reproduced, copied, sold, resold, duplicated, or otherwise exploited or used for commercial purposes.
We take reasonable precautions to ensure our website is free from viruses, spyware and any other similar programs, we cannot accept liability for any viruses transmitted or received during the use of this website.
It is your responsibility as the user of this website to have appropriate and adequate software to protect against any of the above issues.
You must not use the website in any way that causes, or is likely to cause, the website or access to it to be interrupted, impaired or damaged in any way.
You must not use this website for any unlawful use or purpose, to include but not restricted to any of these activities:
- In connection with a criminal offence or other unlawful activity
- Send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; or in breach of copyright, trademark, confidence, privacy or any other right; or is otherwise injurious to third parties; or objectionable; or which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any "spam"
We reserve the right to remove or edit content, or cancel orders at our discretion. Cancelled orders will be without charge to you.
Please inform us immediately of any changes to the information that you provided when placing an order. Once an order status is 'In Production', indicated via our order tracking page and an email sent to the email address you used upon payment, you will not be able to cancel your order.
All content included on the website, such as text, graphics, logos and software, is the property of toptobottomdirect.co.uk. You may not extract and/or reuse parts of the contents of the website without our express written consent. You may not utilise any data gathering and extraction tools to extract any substantial parts or information contained on this website.
Upon placing an order you will receive an email confirming receipt of your order and containing the details of your order. Two emails are dispatched: one is from our chosen payment provider, Paypal, and the other is an itemised list of items you have ordered. Please ensure that you allow emails from the @toptobottomdirect.co.uk domain name so that this email is not lost.
- The Paypal payment receipt email is sent via Paypal so please ensure that you check for a payment receipt email upon placing an order.
- An order represents an offer to purchase an item (from us) which is accepted (by us) when we send an order dispatch email to you (with that product(s) on). Acceptance is completed when this dispatch email is sent.
Items from the order that are not dispatched at that time are not part of the contract and will be subject to this contract when they are dispatched as above.
If an item is marked as "in stock": This product is in stock and can be sent immediately.
If an item is marked as "available": Although we keep most products instock sometimes we may have sold out so may not be available for immediate dispatch. We order every week so if you require the product quickly please call for stock availability.
Dispatch Times and Availability
Items are clearly marked with availability information.
Please allow from 1 to 28 days for Dispatch but we will let you know of a major delay . If you require a more exact estimate please call us.
Dispatch estimates cannot be guaranteed and should not be relied upon.
We provide an order tracking system detailing the status of all the items you have ordered. We will also email you when the status of these items are altered.
Samples can take from 3 to 14 days to be delivered as we order our samples direct from the manufacturer for the best possible swatches and information.
All prices shown on our website include VAT at the current rate of 20%.
If, by mistake, we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the item at that price. If you decide not to order the item, we will give you a full refund on any amount already paid for that item in accordance with our refund policy.
Please allow up to 28 days for production and delivery of your custom made item:
- Made to measure curtains
- Roman blinds
- Venetian blinds
- Made to measure cushion covers
We aim to send ready made items within 10 working days subject to stock availability.
We are confident that all our products will reach you in a highly satisfactory manner. If this is not the case please call us on 0117 9493984. Please provide your order number and a description of the problem.
We will promptly deal with your queries and if necessary arrange for a replacement to be sent without delay.
If your goods are faulty, we will gladly provide you with a replacement or refund once the items have been checked, but please advise us what you would like us to do first.
All the items that we sell are subject to different returns rules. These are listed below.
Items must be returned in original condition and with all the original packaging. Please obtain a proof of return postage from your chosen carrier. Until such time as they are received into our premises, you are responsible for any loss or damage to those goods.
You are responsible for the costs of returning unwanted items to us unless:
- We delivered the item to you in error
- Or the item is damaged or defective
Made to Measure items
Made to measure curtains, roman blinds, venetian blinds and made to measure cushion covers may not be returned due to their custom-made nature.
Please make sure your provided measurements are correct and that you check the basket details before placing your order including measurements and selected customisations.
Exceptions to this include defective manufacturing or from damage that occurs during delivery of the items.
Fabrics, PVC, Net Curtains
Cut length fabrics, PVC and net curtains may not be returned due to their custom-made nature.
You must notify us of any problems regarding metres cut, measurements or fabric length/width within 5 working days of receivership of the items.
Ready Made Curtains
Ready made curtains should be returned to us at our registered address at your expense within 14 days and must be undamaged, unused, in the original packaging and in the same condition as when received by you.
If your ready made curtains are found to have a fault, please contact us and let us know, do not however return any ready made curtain back to us without being approved to do so, as these will be sent back as an unapproved returns delivery.
Top to Bottom Ltd
6 Fountain Square
Please register your return with us before sending any items back to the above address.
Colour and Design Representation
Screen representation of a colour can only be used as a guide and should not be used as a definitive representation. We cannot accept responsibility for colour/shade/design differences between actual items and photos used on our website. Please ensure that any variations in colour are acceptable as our custom made products cannot be returned. Please order a sample to be sure of the actual colour and design.
If you are unsure of the colour, design or shade of a colour we advise that you order a sample. We offer a sample service for all our fabrics that are used for made to measure items including: made to measure curtains, cut length fabrics, net curtains, roman blinds and made to measure cushions. This does not include ready made curtains.
Sometimes we may fold fabrics due to delivery restrictions. This includes delivery to all UK islands.
Ready Made Curtains
- Please be aware that due to the way ready made curtains are manufactured, we cannot guarantee the pattern repeat is correct. We do not accept liability for this issue.
- Due to the nature of ready made curtain sizes are approximate and may not be to the exact size stated on the packaging.
- If you are putting two pairs of curtains for the same window please be aware that the patterns will not match and colours may vary
- We advise that upon receivership of these items, the curtains should be fully ironed to remove creases from manufacturing folding and packaging.
- Once the ready made curtains have had the strings pulled ready for fitting or if your ready made curtains have been adjusted in anyway including curtains altered by us to your size or even damaged in anyways, you can not return the goods back to us for a refund under any circumstances.
Due to the nature of net curtains sizes are approximate and may not be to the exact size stated. If you require an exact size, please call us on 0117 9493984
We recommend that voile net curtains should have hems sewn either side to stop the fraying of the material.
Wooden Venetian Blinds
You, or the person accepting the goods on your behalf, agree to inspect your items as best as possible before signing and accepting them from our chosen delivery company.
Any damage that is found must be notified to the delivery company in writing at the time of delivery.
We cannot be held responsible for damage that was present and identifiable at the time of delivery and has not been reported.
You agree to be bound by the care instructions we provide to you with any product. Packaged items will usually contain care instructions in the packaging or attached to the labels. You agree when purchasing from us that toptobottomdirect.co.uk will not be liable for damage/loss to goods where the care instructions are not followed. If you are unsure on what actions to carry out, then refer to the website for the product information, or alternatively contact our customer service department who will provide the necessary care instructions for you.
We recommend dry cleaning for curtain products and hand washing for net curtains.
Shrinkage and colour loss
When soft furnishings are washed, some slight shrinkage and some colour loss may occur. Details of this information will be provided with your products, either on the packaging, or on the item. You accept this information as part of the terms and conditions and agree that and colour loss or shrinkage mentioned in this information is reasonable.
Fabric Behaviour Guide
- All fabrics can react to changing atmospheric conditions by either shrinking or expanding. Some fabrics will 'drop' or 'lift' when they are hung; this may take a little time
- All fabrics can fade in sunlight; this is more noticeable on fabrics with dark backgrounds
- Handwoven or hand embroidered fabrics can have pattern repeats that vary even within a single length of fabric. Other embroidered fabrics can be subject to similar features
- Linens are susceptible to creasing
- Silks are particularly susceptible to fading and rotting in sunlight. Slubs are common and are a characteristic of the fabric
- Lampasas (fabrics comprised of two layers) may appear wrinkled. Without blackout lining a striped effect may also be visible when curtains are drawn in daylight.
How will I be refunded?
All refunds must be made to the credit or debit card used to make the payment at the time of purchase. We endeavour to make all refunds to your card or PayPal account within 2 working days of receiving the returned items; this does not include the card/bank processing time.
On the date the refund is completed, you will receive a refund email via Paypal stating the refund amount and the items that have been refunded.
My Payment Card has changed/expired. How do I get a refund?
We are required to process all refunds to the original payment method applied when you placed your order regardless of whether the payment card used has now expired, or your account has been closed or cancelled.
All refunds are processed via Paypal who in turn refund the payment to the payment card that you used via their payment service. If you paid via a Paypal account, the refund will be entered into this account so please ensure that you check your Paypal account.
If you believe that the card used for your payment has expired, please contact us immediately via telephone or email to [email protected] so we can make suitable alternative arrangements.
I haven't received my refund. What should I do?
If 5 business days have passed since you received a refund confirmation email, please contact us.
We will confirm the return status and provide additional assistance to resolve the issue.
Returned or rejected refunds will be re-issued by bank transfer. We will require additional information from you in this regard.
Alteration to terms and service
We reserve the right to make changes to our terms and website at any time. You are subject to these terms at the time you use and/or order goods from us.