FAQs

Yes, all of our blinds and shutters come with a standard 12-month warranty. Additionally, we offer an extended 10-year guarantee on all blinds and shutters, excluding electrical accessories and parts. For complete details on our warranty and guarantee, please visit our guarantee page.

Tracking your order is simple with our online order tracking service. Just enter your order number and delivery postcode, and you'll be able to see the current status of your order. Monitor your order as it progresses from our workshop to your doorstep.

While we’re proudly partnered with John Lewis, Shade & Story operates separately when it comes to payments. This means John Lewis gift cards can’t be used to make purchases on our online store. However, you can use your John Lewis gift card if you purchase our products through John Lewis & Partners. You can do this either in-store or at your in-home estimation appointment.

Accessing your VAT invoice is quick and easy. Use our online order tracking service to view and print your VAT invoice. Simply enter your order number and delivery postcode to retrieve your document.

We apologise for any issues you're experiencing with your blinds. To report a fault or damage, please email our customer service team at [email protected]. Include photos of the damage, your order number, and any relevant details such as the size of the damaged blind. If the issue is related to sizing, please provide a photo showing the incorrect measurements against a tape measure.

Due to the bespoke nature of our products and our efficient order processing system, it is not possible to amend or cancel orders once they have been placed. For orders with priority dispatch, processing begins almost immediately, sometimes within 15 minutes. Please double-check all details before finalising your order. We recommend purchasing our Mismeasure guarantee for additional peace of mind.

To save a quote, register as an account user on our website. This allows you to save your shopping basket for later. Simply log in, enter your desired sizes, add the products to your basket, and save it at checkout.

Ordering free samples is easy! On your desired product page, click the ‘Order your free samples’ button. The selected samples will be added to your cart with a price of £0.00. Complete the checkout process to receive up to ten free samples per order. Need more? Simply create a new order or contact our customer service team at 0161 524 1188.

We do not offer cancellation rights for made-to-measure products, including blinds and shutters. This policy applies especially to Next Day Dispatch orders, as production begins almost immediately after your order is placed. Please ensure all details are correct before finalising your order.

We’ve partnered with Klarna to offer flexible payment options. After entering your address details, Klarna may appear as a payment option at checkout. You can choose to pay in 30 days or split your total into 3 installments. Please note that any payment agreements are between you and Klarna, and we cannot modify these terms.

Because our products are custom-made, we cannot accept returns if you’re unhappy with the colour or fabric. To ensure satisfaction, we offer free samples to help you decide. Simply select your desired fabrics and order the samples online. They’ll be sent via first class post at no charge.

Tracking your order is simple with our online order tracking service. Just enter your order number and delivery postcode, and you'll be able to see the current status of your order. Monitor your order as it progresses from our workshop to your doorstep.

We currently do not offer the option for customers to collect orders directly from our factories due to our operational setup.

Yes, you can. During checkout, simply uncheck the ‘deliver to billing address’ option. A separate form will appear, allowing you to enter a different delivery address that’s more convenient for you, such as your workplace.

Yes, you can have your order delivered to your workplace. Simply untick the "deliver to billing address" box during checkout and enter your workplace address.

No, our couriers don't currently deliver on weekends. All packages from Shade & Story will arrive between Monday and Friday.

We currently do not offer timed delivery slots. However, most couriers will send you a 2-hour delivery window on the morning of your delivery. Standard deliveries occur between 8:30 AM and 6:00 PM, Monday through Friday (excluding bank holidays). For selected products, we offer a Next Day dispatch service, which ensures your blinds are made and dispatched the following working day. Delivery times for this service remain the same as our standard delivery hours. For full delivery details, please visit our delivery page.

We currently deliver to UK mainland, Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands, and the Channel Islands only. If you need blinds delivered outside the UK, we can ship them to your UK-based shipping agent. Please note, our warranty does not cover blinds once they leave the UK.

Standard delivery typically takes five to seven business days, while non-mainland deliveries can take up to ten business days. You’ll see the current lead time on the product page before placing your order, and we’ll inform you of the expected dispatch date within 24 hours of purchase.

Due to our made-to-measure goods being dispatched from different factories, it’s possible that parts of your order may arrive on different days. For example, vertical blinds are typically sent as two separate items (slats and headrail) and may arrive on different delivery vehicles. If you’ve only received part of your order, there’s no need to worry— contact us for more information.

If your goods are lost during delivery, please contact our customer service team as soon as possible. For vertical blinds, since they are sent in two parts, they may be delivered separately. If you have only received one part of your order, please remain calm and reach out to us for assistance. Additionally, if you’ve ordered multiple types of blinds, they may also be delivered separately.

Our UK delivery charges are as follows:

• Standard £9.99 - Free over £249 (Standard delivery of 5 working days, Monday to Friday, 7 AM-6 PM)
• For more details, visit our delivery page

If your parcel arrives damaged, please sign for it as ‘damaged’ on the carrier’s note. If the goods inside are also damaged, contact customer services as soon as possible to arrange a replacement or refund.

If you miss your delivery, the delivery company will leave a calling card with instructions on how to arrange a re-delivery at your convenience. The re-delivery will be arranged at no additional cost to you.

Orders with a total basket value over £249 (excluding Next Day Dispatch delivery) qualify for free standard delivery to all UK mainland addresses. Additional delivery fees may apply to addresses outside the UK mainland, including Northern Ireland, Isle of Man, Scottish Islands, and the Channel Islands.

We partner with reputable courier services including TNT, DX, DPD, IFS, and Tuffnels. If your courier does not arrive or your package goes missing, please contact our customer service team for assistance.

No, you do not need to place an order to receive a free sample. You can order up to ten samples by clicking the 'Order your free samples' button on your chosen product page. If you need more than ten samples, you can place a separate order or contact customer services. Samples are sent via first class post.

No, there is no charge for shipping free samples. They are sent via first class post at no cost to you. If you order samples as part of a larger product order, you will only be charged the standard delivery fee for your product order.

Ordering free samples is simple. Just click the ‘Order your free samples’ button on your desired product page. The selected samples will be added to your cart with a price of £0.00. Complete the checkout process as usual. You can order up to ten free samples per order. If you need more samples, create a new order or call customer services at 0161 524 1188.

We dispatch samples by first class post on the day of order if placed before 12 PM, or the following day if ordered after 12 PM. If your samples have not arrived within five working days, please contact our customer service team for assistance.

You can order up to ten free samples per order. If you need more than ten samples, simply place another order to receive additional samples.

If you have an enquiry, please first check our FAQ section to see if your question has already been answered. If not, feel free to email us at [email protected]. We aim to respond within one business day.

We value your feedback! If you’d like to share your thoughts on your purchase, please submit a review on Trustpilot.

Purchasing new blinds from Shade & Story is easy and convenient. You have three options:

• Online ordering through Shade & Story: If you enjoy shopping from the comfort of your home, you can order directly here on our website. Browse the full collection of blinds and shutters, order free fabric samples to see and feel the materials before making a decision, and place your order online. Our website provides a seamless shopping experience, allowing you to customise window dressings to your exact specifications and have them delivered directly to your doorstep. With this method, you measure and install your own blinds following easy step-by-step measuring guides and fitting guides.
• In-store consultation: We are a proud brand partner of John Lewis. Visit any John Lewis store and visit the Shade & Store concession to speak with our window blind experts. They will guide you through the extensive range of blinds offered by Shade & Story, helping you choose the perfect design, material, and customisation options for your home. You can bring your measurements with you and order your blinds on the day or book a measure and fit appointment while you’re in-store.
• At-home consultation: John Lewis offers a completely free made-to-measure blinds home consultation service, which covers consultation as well as measuring and fitting your blinds. A window blind expert will visit you in the comfort of your home at a time that's convenient for you, advise on the best Shade & Story blinds to suit your style and needs, measure up and place your order. When your order is ready, we will be in touch to book a convenient time for installation by one of our approved fitters. Book a call to arrange your measuring and installation appointment or book in-store at your nearest John Lewis store.

We do not supply screws with our blinds because the type of screw needed depends on the surface to which the blinds are being mounted. For timber, use wood screws. For plaster or masonry, use plastic plugs and screws or plasterboard fixings. For steel, use self-tapping screws with a steel drill bit. All these items are readily available at your local hardware store.

On recess measurements, we make a small deduction to ensure a flawless fit within the window frame, this prevents the blinds from being too close to the sides of the window recess which could obstruct movement. For more detailed information on how we calculate these deductions, please refer to our measuring guides.

If your roller blind is difficult to operate, it might not have been installed correctly. Check your installation against the instructions in our fitting guides to ensure there is adequate space for movement between the brackets. If your blind still doesn’t operate smoothly or if you suspect it is damaged, please contact our customer service team for assistance.

'Exact Size' refers to the full width of the roller blind, including the brackets. The fabric itself is typically 35mm narrower than the total width to allow it to move freely within the mechanism. This ensures smooth operation without the fabric catching on the brackets.

On standard blinds we provide brackets for both face-fixing (to the wall or frame) and top-fixing (to the ceiling). These brackets may be universal with multiple fixing holes or specialised for each installation method. For guidance on safely installing your brackets, please refer to our fitting guides.

No drill blinds include special brackets depending on the type of system you order.

Yes, all our blinds come with fitting instructions included in the packaging. If your instructions are missing or have been misplaced, you can find all our fitting guides available online.

We provide detailed measuring guides for both square and angled bay windows. If you have further questions or concerns, please contact us via email or through our customer service number.

Our commitment to quality begins with the industry-standard 1-year manufacturer’s warranty, which covers any defects in materials and workmanship. But we don’t stop there. We’re so confident in the longevity and performance of our products that we’ve extended the warranty period, providing an additional 9 years of protection. This means you can enjoy a full 10 years of coverage under our comprehensive warranty. For complete warranty details, please visit our guarantee page.

We strive to ensure that our product images are as accurate as possible. However, due to differences in screen settings and device displays, the actual product may differ slightly in colour. Lifestyle images are provided as examples and may not represent the exact product style. For peace of mind, we recommend ordering a free sample before purchasing. You can request samples by clicking 'Order Your Free Samples' on the product page.

Cleaning your blinds is easy and can help maintain their appearance and longevity. The method you use will depend on the material:

• Fabric Blinds (Roller, Roman, Vertical): Use a vacuum cleaner with a soft brush attachment to gently remove dust. For deeper cleaning, use water and spot clean with a damp cloth. For more stubborn stains use a mild detergent and spot clean with a damp cloth, test on a small area for colour fastness. Avoid soaking fabric blinds as this can damage the material.
• PVC Blinds and Faux Wood Blinds: Wipe down with a soft, damp cloth using mild soapy water. Avoid abrasive cleaners that can scratch the surface
• Wooden Blinds: Dust regularly with a dry, soft cloth or a feather duster. Avoid using water or harsh chemicals, as they can warp or damage the wood. For stubborn dirt, use a special wood cleaner applied to a cloth (not directly to the blinds).
• Aluminium Blinds: Wipe with a damp cloth or a non-abrasive sponge. For thorough cleaning, remove the blinds and soak them in warm, soapy water, then rinse and dry completely before re-hanging. Aluminium is durable and resistant to moisture, but it’s best to avoid harsh chemicals to prevent tarnishing.

Regular maintenance will keep your blinds looking great and functioning properly. If you're unsure about the best cleaning method for your blinds, feel free to contact our customer service team for advice.

Yes, our chrome finish control chains are made from nickel-plated brass, which is rust-resistant and suitable for use in moist environments such as bathrooms, kitchens, and conservatories. Unlike some other suppliers who use nickel-plated steel, our chains will not rust or cause staining.

Some of our roller blinds come with 'breakaway chain connectors', which are designed to separate under pressure for safety reasons, giving the appearance of a broken cord. To fix this, simply clip the chain back into the connector. This safety feature is essential to prevent potential strangulation hazards.

If your chosen blind fabric is out of stock, we will notify you of the new delivery date or offer an alternative fabric option. We recommend having a backup option in mind in case your first choice isn't available. You can order free samples to help with your selection.

Most of our blinds are expertly handcrafted in the UK by skilled craftsmen who blend traditional techniques with modern technology. Our production facilities are located across England and Northern Ireland, ensuring both exceptional quality and fast delivery times. We also collaborate with trusted European manufacturing partners in the Netherlands and Lithuania.

You can view the fabric composition for each blind or curtain by checking the 'details' tab on the respective product pages.

Faux Wood, Roller, and Vertical blinds made from moisture-resistant materials are ideal for bathrooms. Explore our full selection on our bathroom blinds page.

You can easily access and print your VAT invoice through our online tool. Simply enter your order number and delivery postcode to generate your invoice.

Click here to print your invoice now.

The best way to save a quote is by registering for an account. This allows you to save baskets, which you can return to anytime to complete your purchase.

After logging in, enter your product sizes, add them to your basket, and save it at the checkout page.

Consider taking advantage of our free sample service to order up to ten free fabric samples, sent via first class post.

We also offer Mismeasure insurance for added peace of mind. Learn more on our Mismeasure page.

If you need further assistance, feel free to contact our expert customer service team for advice on blinds and materials.

Yes, it's completely safe. We use Adyen to securely process your payments using the latest technology. We accept Visa, Paypal, American Express, and Mastercard payments.

Your transactions are protected by "Secured by MasterCard" and "Verified by Visa" services, ensuring the highest level of fraud prevention. Your card details are never seen or processed by us directly; we only receive a payment reference and amount from Paypal.

Adyen is a Level 1 PCI DSS compliant provider, the highest level of security compliance, audited by an independent third party.

We accept Visa, Mastercard, Paypal, Klarna and Amazon Pay payments, all processed securely through our partner, Adyen.

We’re sorry to hear about the issue with your blinds. Rest assured, we’re here to help. The quickest way to report a fault or damage is by emailing us at [email protected]. Please send full details and attach clear photos showing the problem. If it’s a sizing issue, include a photo of the blind next to a tape measure displaying the incorrect size.To avoid delays, please ensure your images are clear and detailed.

Due to the custom nature of our products and the efficiency of our order processing, it’s not possible to amend or cancel an order once it has been placed. We recommend carefully reviewing your order details before confirming your purchase. For added security, consider our Mismeasure guarantee.

Since our products are custom-made, cancellation rights do not apply once production has started. If you need to cancel, please contact us immediately. If production has not begun, we may be able to cancel your order and issue a refund, minus any costs incurred. Please note that next-day orders cannot be cancelled due to the urgent production timeline.

As all our blinds are custom-made, we’re unable to accept returns based on colour or fabric preferences. To help you make the right choice, we offer free fabric samples, which can be ordered online and will be delivered via first class post.

For complete peace of mind, we recommend our Mismeasure guarantee. If you happen to mismeasure your blinds, we’ll replace or adjust them to the correct size. Please review the Mismeasure Terms and Conditions for more details.

Custom-made items cannot be returned for a full refund. Please refer to our full Terms and Conditions here.

If the error is on our part, we will resolve it promptly.

For accurate measuring guidance, please check our measuring guides or contact us for assistance.