The Wrong Item Has Been Delivered

Introduction

Receiving an incorrect item is a company error, and it is treated as one. The resolution process is designed to get the correct product to you as quickly as possible, with minimal disruption. Here is exactly what to do and what to expect.

What should I do if I have received the wrong item?

Email customer.services@newblinds.co.uk immediately. This applies whether you have received:

• The wrong colour or fabric
• The wrong size
• A completely different product type
• Someone else's order entirely

Do not attempt to modify, fit, or use the incorrect item. Keep it in its original packaging if at all possible.

What information should I include in my email?

Provide the following:

• Your order number
• A description of what you received
• A description of what you ordered (referencing your order confirmation)
• Photographs of the item received, including the label and packaging

The more clearly you document the discrepancy, the faster the case can be resolved.

Is an incorrect delivery treated as a company error?

Yes. Where an incorrect item has been dispatched, this is treated as a company error. A free replacement or remake will be arranged, and collection of the incorrect item will be organised — at no cost to you — should the manufacturer require the item to be returned and inspected.

Do I need to return the wrong item before the correct one is sent?

In most cases, the correct item will be sent first, with collection of the incorrect item arranged afterwards. However, in some instances the manufacturer may need to inspect the incorrect item before approving a remake or replacement. If this applies to your situation, you will be informed clearly and the reasons explained.

How quickly will the correct item be dispatched?

This depends on the product:

• Ready-made items: dispatched as quickly as stock allows
• Made-to-measure items: a remake will be required and will be subject to current lead times — though every effort is made to expedite incorrect-order cases