Return and Refund Policy

OUR RETURNS POLICY 

We have a no-quibble returns policy and will happily take back any item that has not been custom made, or customised.  

To raise a return please email us at hello@themillshop.com 

We'll confirm the return advising which delivery address the item should be sent to. 

Most items can be posted back to our distribution office:

   RETURNS *Insert Order Number* 

   The Mill Shop

   C/O Green Snow Limited

   Unit 15-17, Mortimers Industrial Estate

   Ower

   SO51 6AF

Please be sure 

  • To post the item back to us within 14 days of receiving your order. 

  • To mark your order number clearly on the returns parcel 

  • To return items to us in perfect condition and packed back in their original packaging so that the item is re-sellable. Postage labels shouldn't be attached to the retail packaging. Please use a mailer. Items should include all original marketing material and accessories. (A refund may be denied if the item specific packaging is damaged or not returned to us in full.) 

  • We're sorry but curtains where the header tape has been gathered are also not eligible for a refund, and postage costs will not be refunded unless an item is faulty and the return has been authorised by our team.  If an item is faulty please contact prior to returning an item to us. 

  • We recommend using a tracked service when sending items back to us. 

  • Items (such as tracks, poles and blinds) over 120cm may incur significant return postage costs as they are harder to post. We are happy to offer advice on posting these if needed.  

Products which cannot be returned 

Orders which are created to your requirements cannot be returned. These include 

  •  Made to Measure Curtains - also called Custom Made. This includes all nets, voiles, string curtains and jardinieres. 

  • Express Net & Voile curtains 

  • Any item that has been altered to your size, or customised such as changing a heading. 

  • Cut lengths of any fabric only 

  • Wire cut to size 

  • Made to Order Tracks and Poles 

  • Any Bespoke product made from fabric including tie backs.  

Faulty Orders or Items 

We're sorry to hear you may have a faulty item. If you believe your order to be faulty, incorrect or measuring outside of tolerance you may be entitled to a replacement or full refund providing that you: 

  • Contact us within 2 days of receiving your order.  
  • Send us photographs of the fault or issue. We will advise as to what photos are required when you contact us as it depends on the issue. 
  • Returned any products requested to us for assessment. (Don't worry - we will issue a returns label to you if this is the case.) Items do need to be received by us within 30 days if we have requested that they be sent back to us.   
  • For appropriate Made to Measure items we can sometimes fix an item as per The Sale of Goods Act 1979.  This states that if goods are not as expected then a consumer can request a repair or replacement.  

If we cannot fix an item and it has been sent out faulty you will of course be entitled to a replacement or full refund (including postage charges).   

Please be aware that we are unable to deem an item as faulty if repairs or alterations have been made by yourself in an attempt to remedy any faults or measuring errors.  This is also applicable if an item is found to be faulty by yourself after any alterations have been carried out.    

Damaged in Transit 

Please note, most of our rods and tracks are sent with a courier and the following procedure must be followed if the package/item is found to be faulty/broken upon receipt of delivery:    

  •  If the delivery is signed for as 'damaged', when the packaging is clearly marked or dented, this must be reported to us on the day you sign for the parcel  
  • If the delivery is signed for as 'clear', when the packaging looks intact, but the product inside is found to be damaged once opened, this must be reported to us as soon as possible on the day of the delivery for us to escalate further.  

Please note, it is important you keep all packaging if a fault has been found with the product inside. If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges. In the unlikely event a rod/track is received damaged we require photographic evidence, so we are able to claim the costs through our courier. In most cases we will not collect the rod/track however please do not dispose of the product until we have confirmed this with you.   

International Returns  

All international customers are responsible for the costs in sending items back to us.    

Please note, it is important that you label the parcel as a 'return to original sender' as this will ensure there are no custom duties to pay, if this is not marked properly the parcel will be returned to you to be resent correctly.    

We do not offer international exchanges therefore all returns will be issued with a refund.   

If an item is found to be faulty returns options will need to be discussed with our customer services team via email at hello@themillshop.com 

Contact  

Questions, comments and requests regarding this returns policy should be addressed to hello@themillshop.com