Delivery & Returns


A big step forwards

Exciting news! Our new warehouse is now fully up and running and we've caught up with the bulk of our back-orders.

We are delighted to be able to resume our 5 – 7 working day standard delivery times for in-stock items. Please refer to individual product pages for bespoke or pre-order delivery timeframes, as these may differ.

The Warehouse Team


Fabric Orders
Orders containing fabric only, will be unaffected by the relocation of our main warehouse. Fabric orders will be processed in the normal way. Please allow 5 – 9 working days for standard delivery. Fabric samples are sent out by royal mail with a standard £2.50 delivery charge. We send all our fabrics out on a cardboard roll to avoid creasing. A £15 standard delivery charge is applied to all fabric orders


Standard in-stock items
Our new warehouse is now officially up and running. We have some catching up to do on our backlog of orders, which means that orders placed between 29th March and 5th April may experience additional delays. We thank you in advance for your patience.

We apologise for this short-term interruption and look forward to resuming standard delivery times as soon as possible.


Bespoke, personalised and made-to-order items
All bespoke, personalised and made-to-order items can be ordered as usual online. However, please be aware that if you are anticipating a delivery during April, there may be additional delays, whilst we catch up on the backlog of orders.


What about International Deliveries?
Please note: we are unable to process international orders at present through our website. Please fill out our international order form and we will then contact you to confirm the details.



Delivery costs

We will be reinstating express delivery as soon as possible. In the meantime our standard delivery costs are as follows.

 

Small Item

Standard Item

Fabric

Medium Item

Large Item

Small Furniture

Large Furniture

Standard Delivery

from £2.50

from £5.99

from £15

from £15

from £25

from £35

from £60

Express Delivery

from £3.50

from £9.95

Costs can vary for highlands and islands, Channel Islands and Northern Ireland. When placing your order through the website you will be presented with the delivery options available relative to your basket contents.

Returns

What if I want to return something?
At Susie Watson Designs we want you to be delighted every time you shop with us. We understand however that occasionally you may want to return items. If you aren’t satisfied with your purchase, you can cancel your order at any time within 14 days from the date on which you receive it providing that you return it to us, in its original condition within 14 days from the date on which you cancel, for a refund. Please note, you are unable to cancel and we are unable to refund the items listed below.


How do I return my item?
Returned items must be unused, in perfect condition and in their original packaging. If you would like to return your purchase, please complete our returns form including your name and order reference, and send to:

Returns, Susie Watson Designs,
59a Thornhill Industrial Estate,
South Marston
Swindon
SN3 4TA

Returnable fabric samples should be returned, including your name and order reference to:

Fabric Warehouse
Susie Watson Designs
28 North Street,
Chichester,
West Sussex,
PO19 1LX


What if I want to exchange something?
We are happy to offer an exchange for an alternative item, providing stock is available - you will need to pay an additional delivery charge to cover carriage for the replacement item. Please follow our returns procedure as above and note on the returns form, the item you would like to receive instead. Once your return is received at our warehouse, our Customer Services will contact you to take the additional payment before your replacement item is despatched.


What if my item is damaged?
Any damages to your order must be notified to us within 48 hours of receipt via email or letter. It will expedite resolution if you are able to include photographs of the damaged items. Please contact our warehouse on warehouse@susiewatsondesigns.co.uk


What if my item is faulty?
If you are returning a faulty item we will deal with your enquiry on a case by case basis. We will of course endeavour to replace the item, however if we no longer stock the item we will either find you a suitable replacement or offer a refund.


Cancelling items
Unfortunately, you cannot cancel or get a refund on the following items:

1. Unwanted items returned later than 14 days from the date of cancellation of your order. 
2. Damaged items not notified to us by email within 48 hours of receipt.
3. All bespoke products including made-to-measure curtains and blinds, upholstery, furniture, bed linen and personalised items.
4. Any orders of fabric by the metre.
5. Any cut wallpaper.
6. Gift Cards. 
This does not affect your statutory rights.