FAQs

Delivery and Returns

How is the cost of delivery calculated?

We are constantly trying to source the most competitive delivery services but as a small business that sends out predominately ‘oversize’ items (rolls of fabric) our options are limited. Because of our search for the best service at the best rate we use a variety of courier services depending on what you have ordered and your delivery location. We use DPD Local for most of our UK mainland deliveries, ParcelForce for items over 150cm and UK remote area deliveries and Royal Mail for samples and small items.

How long does delivery take?

For UK orders between 3–7 working days and internationally between 5-10 working days. Occasional delivery times may be longer, but we would notify you if this is the case with your order.

Do you ship internationally?

Yes we do, however because of the fluctuating cost of international deliveries we are doing so on an order by order basis. Please email [email protected] with the details of your order together with the delivery address and we will calculate the delivery cost. Postage is calculated from the weight of the goods and your location using the rates published by Parcel Broker or Parcelforce (whichever provides the best price). The delivery cost will cover packaging and delivery only. Customs duties may be payable. We are unable to advise of these amounts and the recipient is responsible for paying this duty. Customs may also inspect goods prior to delivery. This may cause delay to the delivery of items.

Can I check stock prior to ordering?

Stock levels can be checked by emailing [email protected] or telephoning 01531 632083 during office hours. Fabric can be reserved for up to 48 hours by request.

What if my items are out of stock?

We offer a large range or fabrics which we hold stock of, however we also offer many items which we do not hold in stock but where we order from our suppliers when we receive an order. We work closely with our suppliers to ensure that we only offer items where supply is good, and delivery will be fast. However, from time to time our suppliers may have an interruption to normal supply which will impact on the prompt delivery of your order. If this happens, we will get in touch with you as soon as possible to let you know and see if you are happy with the lead time for delivery.

The item that I ordered has arrived broken, who do I contact?

All our orders are packed carefully by our packing team however occasionally a breakage in transit can happen. We ask that all orders are checked with 48 hours of receipt and that breakage in transit is notified within that time to [email protected]. We will then arrange a replacement item for you, or in the case of a one-off item, a refund would be made.

Can I return a fabric that I have brought?

Once your fabric order has been cut to the length that you have specified it cannot be returned. Therefore, we urge you to use our sample service to ensure that you are happy with your fabric choice.

Can I return Homeware or Lighting items?

Yes, you can find full details of our returns process here.

General Questions

How do I contact Customer Services?

We are a small team with 2 telephone lines into our office, we do our best to always answer the telephone during office hours. If you do ring and all our lines are busy then please leave a message or email. If you email [email protected] your enquiry will be seen and responded to promptly.

Can I place my order by telephone?

Yes, if you would prefer to place your order by telephoning then please contact us Monday-Friday 10am-5m on 01531 632083 and we will take your order for you.

Do I need to setup an account to make an order?

No. You can check out as a guest. But if you set up an account we will hold your billing and delivery details to make shopping easier next time. You can update your details at any time.

I’ve seen something I like on the website or on your social media accounts a while ago, but it does not seem to appear on your website now. Where is it?

At Tinsmiths we offer many of ‘one off’ and limited-edition items so it is likely to be sold. Do get in touch with us to see if we have more of what you are after on the way, however in general with the antique pieces and one-off pieces of pottery it is a good idea to think fairly quickly if you really love the piece.

Fabric Orders

Will my fabric arrive folded or on a roll?

All velvet, corduroy and coated tablecloth fabric will be sent on a roll. Orders up to 6m can be sent folded, you can choose whether you want it sent folded or on a roll at the checkout. Sending on a roll costs £4 more than sending folded. Orders that are over 6m will always be sent on a roll.

How can I tell if a fabric is suitable for my project?

There is information about the suitability of the fabric in the ‘Product Detail’ drop down which appears next to each fabric. You can also search through fabrics which suitable for upholstery here where the ‘Rub Test’ of a fabric will be stated in the ‘Product Detail’ – this gives an indication of durability. If you are in any doubt you can also seek clarification by emailing [email protected]

Will my upholstery fabric require Fire Retardant treatment?

Although a few of our fabrics do not require FR treatment, in general, further FR treatment will be required if you intend to use our fabric for upholstery. Always check with your upholsterer about what is required, there are different rules for domestic and commercial projects.

Fabrics can be FR treated with the following costs and times:

  • Standard Service Treatment takes 10 – 15 working days.
  • Express Service Treatment takes 5 – 7 working days.

The prices for upholstery treatment are £9.50 per/m for 4-12 running meters of fabric, and for 12+ running meters its £6.75 per/m. This service takes 16 days. For an Express FR Service then there is a surcharge of £10.00.

Delivery for UK Mainland on FR orders is £27.50.

The FR certificate relating to the treatment of your fabric will arrive by a separate email once the treatment is completed.

If you require any other treatment services that are not stated above, then please do contact us on [email protected] with your requirements and we will provide you with a quotation.

Do you supply fabrics that are not on your website?

We hold accounts with all of the major fabric brands including Linwood, Lewis & Wood, Sanderson, Morris & Co, Abraham Moon, Kate Forman, Vanessa Arbuthnott, Ian Sanderson, Nile & York, James Hare, Swaffer, Ian Mankin etc.

We can supply fabric from all of these and many more, just submit a Fabric Request here to receive a competitive quote for the fabric that you are looking for.

What is a Stock Cutting?

Variations between production batches is inevitable. It may be the case that the current stock of the fabric that you wish to order is not a perfect match for the sample that you have, or of previous orders that you have received. Where an exact match is required please request a ‘stock cutting’ for your approval prior to ordering.

Made to Measure Orders

How do I order made to measure Curtains, Roman Blinds or Roller Blinds?

Complete this simple form for made to measure window treatments.

Window treatments can be a considerable investment and we want to ensure that you get the very best result. Our experienced team therefore take time to consider each request very carefully, thinking hard about the suitability of the fabric selected for the project detailed. If we consider that the result might be disappointing, we will let you know and make alternative suggestions for curtain or blind style, or fabric choice.

This is why we do not provide an instant quotation generated by a computer program – it may take a little longer, but we are confident that our made to measure customers value this expertise and advice at the outset of a project.

Would I be able to return a Made to Measure item?

We are not able to accept returns on any Made to measure item, including curtains, blinds, cushions, headboards or footstools. We are very experienced at providing Made to Measure services for our online customers and have an order process which minimises the risk of disappointment.

  1. We carefully consider each quotation request before providing a quote and will let you know if we have concerns about the window treatment style or fabric selected for your project.
  2. We can provide advice on the telephone and by email [email protected] where you can email pictures of your project to seek advice on window treatment style.
  3. Once you have placed your order an order confirmation which includes all measurements and a picture of the fabrics selected for each element will be supplied for you to double check everything and get back to us within 5 days with any amendments.
  4. The workroom team will wait for your confirmation before starting work on your project.
  5. We use 100% cotton lining and interlining for our Made to Measure curtains and blinds. We never use ‘bonded’ lining/interlining as we feel that it compromises the drape of curtains.
  6. All our Made to Measure items are handmade by an experienced workroom team.
Do you offer a measuring and fitting service for Made to Measure orders?

We have excellent instructions for measuring you windows for curtains and blinds which you can find on our Made to Measure website. We can also provide detailed advice if photographs are emailed to [email protected] along with details of the look that you would like to achieve.

We also provide full instructions for fitting your curtains and blinds both of which in most instances are extremely straight forward. We can provide a measuring & fitting service for large projects, for details please enquire [email protected]

Lighting Orders

Do I need an electrician to install my lights?

We would always recommend that a qualified electrician is used to install your lights. Light fittings are supplied with installation instructions and a qualified electrician will ensure that these instructions are followed and that applicable building regulations are adhered to.

Do you sell Bathroom Lights?

The position of your bathroom light will determine the IP rating of the fitting that must be used. Your electrician will be able to advise you on exactly what IP rating required for each fitting required. We have a range of lights with IP44 or higher rating.

What do I do if my lighting order arrives damaged or incomplete?

All our orders are packed carefully by our packing team however occasionally a breakage in transit can happen. We ask that all orders are checked within 48 hours of receipt and that breakage in transit or incomplete orders are notified within that time to [email protected]. We will then resolve the issue promptly.