Frequently Asked Questions | 4YH Textiles

Customer Service

Yes we do. Please either follow the easy to use instructions on our website or just email us at sales@4yhtextiles.co.uk. You can order up to 10 at a time and we will get them sent out to you via Royal Mail at the earliest opportunity. Our team will also include a fact sheet for the curtain(s) that you are interested in.
Yes of course you can. Our phone number is 01925875703. If we are engaged just email us at sales@4yhtextiles.co.uk or text on 07860 953442. All our Office Staff have worked for leading soft furnishing retailers and are only too happy to help you with your purchase or are here if you just need a bit of friendly help.
We are in the office from 8am to 5pm Monday-Friday. One of our team is also available to answer your email enquiries every evening and over the weekend and will endeavour to get back to you ASAP. Please remember all our staff might be tied up helping our other customers so please leave a message, email us or try again a few minutes later.
I am afraid that we cannot offer a collection service from our warehouse.
Once again I am afraid we cannot accept returns directly from our customers at our warehouse.

Payments

Yes it is. All payments are handled by Pay Pal Website Payments Pro/PayPal and stored on their servers in full compliance with the latest industry standards. They are the market leader and tried and tested for many years. We are looking at extending our payment providers to include Amazon Payments and Apple Pay but will only offer these once we are happy with all the bits and bobs that go with a new payment gateway.
Yes you can. We enter the data in the same way as you would if ordering yourself and once transmitted the data is securely held by Pay Pal Website Payments Pro. We do not store any data onsite except the information that is needed to fulfil your order once payment is taken.
Sorry we do not accept cheques.
We are looking at this option but for now the answer is no.
We take most major credit and debit cards. They must be UK registered. We also take PayPal and you will be directed to their site. When will the money leave my account? – The payment will be processed at the same time you confirm your order to us.
If it was refused we will not have taken any money from you and we will not receive an order or any details from you. A card can be refused for a number of reasons and the majority of times it is down to user error e.g. incorrect numbers entered/incorrect billing address especially if the shipping address was different. Occasionally the bank can be running a security sweep which locks your account for a few seconds and it is just a coincidence. We recommend you try again carefully checking the details. If this fails try a different card or give us a ring to see if we can help. For all payments that do not work we would suggest you contact your payment provider to see what the issue is at their end.

Orders

Not a problem provided we have not dispatched it. Please note that we prioritise our own website customers over the other channels we sell on and are constantly trying to speed up our dispatch time. The majority of orders received Mon-Fri up to 2pm will be dispatched the same day and by 3pm they will have all left the building and cannot be cancelled.
The system has not failed yet and you will also get an order confirmation from us to the email address that you provided. We have found that on a few occasions the email address received is incorrect or the email we have sent you might have junked/spammed on your email account. If you have not received a confirmation within an hour please contact us so we can help.

Delivery

We use a variety of delivery services and options to get you order to you. If you order before 2pm we will endeavour to have it dispatched by 3pm (Mon-Fri) no matter whether you have chosen our Standard or Premium service. Depending on your postcode any Premium orders will be received the next day or Monday if you ordered on a Friday (Weekend shipping is available at a premium to selected postcodes and only with DPD/INTERLINK as a guaranteed service). Our premium services are provided by DPD/Interlink/Royal Mail Tracked 24 depending on your postcode. Our standard service is Royal Mail 48 (we can amend this at our discretion to a similar/better service) and according to their customer info the expected delivery time is 2-3 days. Please remember that especially at Christmas the service might take a bit longer and sometimes they do miss-route a parcel causing a minor delay. Royal Mail are introducing a new 2d barcoding system to its users for all parcels which is starting to be rolled out in mid-late 2016 when each retailer is ready. We are and it aid us in helping you with any enquiries when Royal Mail fully switch it on.
Please contact us at the earliest opportunity or check any tracking information if applicable on your order which would have been sent to you. Royal Mail are introducing a new 2d barcoding system during 2016 so we can see the order scanned as delivered. Most reasons for non-delivery are that you are not in and the order has been left with a neighbour or returned to the nearest Post Office for collection and a card should have been left informing you of this. The other and surprisingly most frequent reason is that the goods have arrived and been handed over to a family member or picked up by a family member who has stored the order in a safe and secure place best known to them and then forgotten about. Potting sheds/car boots have proved to be quite common locations.
Afraid not. We are looking into it at the moment but we do not expect to have a solution until 2017.
No. We pride ourselves on our stock control and have never had a situation where we could not fulfil part of an order. It is however possible that the shipment could be split between one of our 3 warehouse locations and might not arrive at the same time. Our customer services team would let you know if this was the case.
We will generate a tracking number if appropriate to your order when we generate a shipping label. The networks however will not fully begin working with the number to be able to provide information until the goods are well into their networks and the most reliable information is usually available the following morning.
All our standard shipping is free to Great Britain. We have excluded blinds and tracks/poles from this outside Mainland UK where we cannot provide these products due to higher shipping costs from our providers. The individual listings provide the details of this.
We can depending on the product. Please let us know beforehand so we can advise you. We might direct you to one of our other sales channels which ships to BFPO for a number of retailers.
It helps. A lot of items can be posted straight through the letter box and we will leave this up to your common sense to judge this or you can give us a call. For example none of our curtains will fit through a letter box, so if you know you will not be in please let us know where you would like the parcel to be left and if possible we will add this to your order. You can add special delivery instructions at checkout. If not most carriers will either return to depot/post office/leave with a neighbour and leave a card to let you know. On Interlink/DPD you can update your requirements using your tracking number or arrange for it to be left at a pick up shop. If you want a parcel to be delivered to work that is no problem as long as you let us know prior to dispatch. Please ensure your work address is complete and detailed as some work-places are bigger than others and have receptionists or mail rooms that hold parcels. Also check with your employer first. You can also look into a drop box service where we deliver to a collection point registered to you. This is becoming very popular especially in London and other major cities.
We would like to say yes but could not guarantee it. Our premium services are more controllable and we can arrange a specific day (please note things can get miss-routed although it is rare). We can also delay shipments if you know you will not be in so just phone or email us if you need any assistance.

Product Help

We can help you with anything you need to know about the products we sell. Hopefully our listings will contain enough details to make your choice easier including the sizing details. If this is not enough we have a number of guides available to choose from at the footer on the website. If you need further help we have experts on hand who have worked for leading retailers and please feel free to lean on their knowledge and experience or clarification.

Returns and Refunds

Please just refer to our Returns and Refunds section on the footer of our website for full details.

Vat

Yes we do. Your order details will include a vat invoice. If you need any more just let us know.
No. The administrative costs involved mean that it is impractical. We still pay the Vat to HMRC for all transactions involving the Channel Islands and BFPO rather than claiming it back.

Website

Please ensure you have an internet connection or a good signal which could slow the connection down. Anything else please ring us so we can let our technical team investigate the problem.
Simple, just give us a ring and we will help you. If we are not in just email us with a contact number and we will try and call you back or drop you a line so we can resolve your problem.
Please just contact us so we can resolve ASAP.

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