My Order Has Been Returned to You

Introduction

An order returned to sender is not a lost cause — but the circumstances matter enormously, particularly when made-to-measure products are involved. This guide explains the most common reasons orders are returned, what happens when they arrive back with us, and what your options are.

Why has my order been returned to you?

The most common reasons an order is returned to the sender are:

• Failed delivery attempts with no one available to accept the parcel
• An incorrect delivery address provided at checkout
• The customer refused the delivery
• The address was no longer valid or the customer had moved

In each case, the courier will make further delivery attempts before returning the parcel. A standard courier will attempt delivery the next working day if the first attempt is unsuccessful.

How will I be notified if my order has been returned?

You will be contacted by email to advise that the order has been returned and to discuss next steps. Do not wait — if your tracking shows that a return to sender is in progress, contact us proactively at customer.services@newblinds.co.uk.

Can I have my order redelivered?

Yes. You can update your delivery address and request redelivery. We reserve the right to charge for redelivery after a return to sender, particularly where the return was caused by an incorrect address provided at the time of ordering.

Will I be charged for redelivery?

We reserve the right to charge for redelivery following a return to sender. Whether a charge is applied, and at what rate, will be communicated to you before you confirm redelivery.

Can I collect my order in person?

No. Collection from our premises is not available.

Can I cancel and get a refund if my order has been returned?

This depends entirely on what you ordered:

• Ready-made or pre-packaged products: cancellation and refund may be possible, subject to the standard returns conditions and any applicable restocking fee
• Made-to-measure products: these are non-refundable. A made-to-measure blind returned to sender remains non-refundable regardless of the reason for return. The item will be held until delivery is rescheduled

This is one of the most important points to understand before placing a made-to-measure order: providing an accurate delivery address is not a formality — an incorrect address that results in a return does not create grounds for a refund on a bespoke product.

What happens if I provided the wrong delivery address?

If the goods are returned to us by the courier as a result of an incorrect address, we reserve the right to charge for redelivery. Verify your delivery address carefully at the point of checkout — this takes seconds and avoids a situation where you are waiting for a redelivery and paying for it unnecessarily.

Is there a storage fee while I arrange redelivery?

No storage fees are charged while we are actively trying to contact you and arrange redelivery. The item will be held for the duration of those communications.