Delivery Information

UK Orders:

Delivery Service Costs Areas Available
Express Tracked & Signed
Delivered within 1-2 business days via a courier
£6.95 UK, excluding Channel Islands and Isle of Man
First Class
Delivered within 2-3 business days via Royal Mail
£4.95 UK, excluding Channel Islands and Isle of Man
Economy
Delivered within 3-5 business days via Royal Mail
*FREE for orders over £35
£2.95* UK, excluding Channel Islands and Isle of Man

Please be aware that 'Express 24hr Tracked + Signed' delivery is NOT guaranteed to the following postcodes and areas; most of the Scottish Highlands and remote areas, the following postcodes: AB, IV, KW, LA, PA, PH, BT, CA18 - CA27, HS1 - HS9, IM, TR21 - TR25, and ZE. If your address is in any of the areas listed above, please contact us prior to placing your order to discuss delivery. For same day dispatch, orders must be placed before 12 midday [GMT]. This only applies to items that are shown on the website as same day dispatch.

All items are subject to production times as well as delivery times. These are stated as working days, excluding weekends and bank holidays. Normal production time for bespoke items is 3-4 weeks. We do offer an express service, for an additional charge, which is 2 weeks. This is subject to confirmation from our workroom before your order is placed. If you are interested in the express service please contact your design consultant so we can look into your options.

All time frames are estimated and will depend on the current workload of the workroom, so they can often be slightly quicker or slower than estimated. If you are working towards a deadline please ensure we are aware of this during your initial enquiry, this will ensure that we are able to advise you if this deadline can or cannot be met, before you place your order. We will go above and beyond to meet even the tightest deadlines. If you order more than one item we will usually dispatch your order all together when your order is complete. We are more than happy to part ship your order, for example you might want your track/pole first to install before your curtains. Please contact us so we can arrange this for you.

If you need your order in a hurry and would like it tracked, please choose the 'Express Tracked & Signed' delivery option as this is a fully trackable service with a 1-2 working day delivery time. Production times will still apply, so if you need something before the stated delivery estimate, please contact us to see if we are able to fast track your order. Please note, the 1–2 working day delivery is from the day you receive your shipment notification, not from the day you place your order.

We use Royal Mail and DPD for most of our shipments, however on occasion we may use another courier. If you have been supplied with a tracking number, please go to the relevant couriers website to track your order. Tracking information can take up 12 hours to appear on the relevant couriers website, so please do not contact us if you are not seeing tracking information immediately after receiving your email.

International Orders:

Delivery Service Costs Areas Available
European Standard
Delivered within 3-7 business days
£9.95 All European countries including Channel Islands and Isle of Man
Worldwide Standard
Delivered within 3-10 business days
£16.95 UK, excluding Channel Islands and Isle of Man

Worldwide countries including: Australia, Canada, New Zealand, Asia, Africa, USA, South America.

Please bear in mind these delivery time frames are estimated and can take a little longer on occasion due to customs.

We use Royal Mail or DHL for most of our international shipments and they will require a signature on delivery. Most services are fully trackable, so once we have supplied you with a tracking number please go to the relevant couriers website to track your order further. Tracking information can take up 12 hours to appear on the relevant couriers website, so please do not contact us if you are not seeing tracking information immediately after receiving your email.

Customs and International import charges:

If you order products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination.

Fencasa cannot be held responsible for local customs and duty charges on any items purchased through our website. If you are ordering outside the UK, you are responsible for paying the customs and duty that may be added on delivery of your parcel. If you are unsure of these charges, please check before placing your order. We have no control over these charges and we cannot predict their amount. There are currently no import/export duties applicable on goods shipped within the European Union. All goods shipped to European Union countries already have the relevant VAT included automatically on our website.

Other shipping information:

All orders are subject to production times before your chosen method of delivery.

Orders placed for same day dispatch items after midday (Monday to Friday) will ship the next working day. If this order is placed after midday on a Friday, the order will be shipped on the next working day.

We do not despatch orders on the weekends or UK public holidays.

All orders are sent via a courier of our choice, and we may change the couriers we use without notice, although the level of service will always be equivalent.

We will attempt to deliver directly to the delivery address specified on your order only, unless specified otherwise. Deliveries will be attempted to your door unless other arrangements have been made. Deliveries can consist of one or more parcels and could be delivered by numerous couriers. We are not responsible for any additional carrying or positioning of products ordered unless we have agreed to at the time of accepting your order.

If you are away from the delivery address our courier will put a card through your door allowing you to re-book a delivery with the courier or allowing you to pick up the order from a depot or sorting office. The courier may give you options relating to your delivery, these options are beyond our control and we cannot guarantee their availability in your area.

Orders that are dispatched using a Tracked and Signed for Service are done so to provide extra security for the parcel. If the recipient opts to have this parcel left in a safe place or left without a signature this is entirely the responsibility of the recipient. If the parcel is then subsequently lost we, as the sender, can accept no liability for any loss or damage to this parcel.

Fencasa (trading name of Net Curtains Direct Limited) reserves the right to charge the full shipping fee applicable to resend an item if it is returned to us because the customer could not take delivery for any reason.

If a customer inputs any incorrect address details on their order, which causes the parcel to be delivered incorrectly we will not hold any responsibility for this parcel or the goods contained within. We will not resend or replace items/orders that are lost due to customer error.

Product delivery errors:

In the unlikely event that the product you receive is incorrect i.e the wrong colour or size this must be reported to us as soon as possible. All orders are checked and double checked before leaving our warehouse. If you are a UK customer and you have not received your order within 7 working days of dispatch date, then you must notify us as soon as possible but no later than 14 working days after your dispatch date.

If you have received your parcel in poor condition/damaged or have items missing, you must keep all outer packaging so that the courier can collect the package for their investigation. Any damaged boxes must be signed for as ‘damaged’ at delivery. Where possible sign with the word ‘damaged + your name’ in the signature box. You will be asked to send us photos of the damaged packaging and/or product as it looks when you receive it. Photographic evidence helps us ensure the issue is dealt with quickly and efficiently.

If you have received a faulty product please refer to our Returns Policy for more information.

Additional charges:

Some items, such as tracks and poles, may incur additional delivery charges due to the weight and size of the package being shipped. This is more like if it is being shipped internationally. We may have to charge additional shipping costs from time to time but these are only the costs we incur shipping your product. In the unlikely event that this is the case we will contact you after placing your order.

Contact Us

If you have any questions, comments and requests regarding our delivery information please email us on hello@fencasa.com or give us a call on 020 3907 7280.