We'll keep you updated via email at every stage of your order, from the start of manufacturing to when it's handed over to the courier.

As soon as we receive the tracking code from the courier, we'll send it to you so you can monitor your order's progress on their platform.

The delivery dates on our website are estimates. Shade & Story cannot be held responsible for changes to these timelines. Because our products are made to order, unexpected factors like weather or quality checks can sometimes cause delays. We strive to complete all orders as quickly as possible, but we cannot be held financially responsible for delays or any associated costs due to pre-arranged plans.

If your order includes different types of blinds, they may be manufactured and shipped separately.

For oversized blinds, we might use one courier, while the rest are handled by another. Additionally, blinds shipped from different locations will arrive on different days through different couriers.

You will receive individual updates for each shipment, so keep an eye on your texts or emails for tracking information.

Our standard delivery fee is £9.99, no matter how many blinds you order!

Next Day Dispatch is available on blinds marked with the "Next Day Despatch" sticker. This means your order will be dispatched from our factory the next working day (Monday to Friday).

Shade & Story typically ships with our trusted partners DPD, XDP, or Tuffnells, depending on your location.

If for any reason we can't use these services—such as if an item is too heavy or large—Shade & Story reserves the right to use another UK carrier at our discretion.

If you need to change your delivery address, please notify Shade & Story before the order is dispatched to avoid any delays. While we can update the address while the product is in transit, please note that this may add an extra day to the delivery time.

Since all orders are custom-made, once they're in the system, we can't modify or add to them.

Because our orders are made to measure, cancellations or modifications cannot be made once the order is in the system.

Occasionally, our courier partners' systems don't update as quickly as expected. We receive tracking information at the same time as you do. If you haven't received a tracking link within three days after dispatch, please contact us.

Since all of our products are custom-made, they cannot be returned. If you encounter any issues with the production or sizing of your order, please contact our customer service team for assistance.

All shipments are insured during transit. If the packaging shows signs of damage upon delivery, please note this when signing for the order.

If your order is damaged, photograph the packaging and note if the damage extends to the product inside.

Contact us with your order number and photos of the damage. We'll work with the courier to resolve the issue.

Shade & Story may choose to replace or repair damaged products based on the provided evidence. We might ask you to return the damaged item before issuing a replacement.

Contact our customer service team with the order number on the box, and have your order number handy. We'll resolve the issue as quickly as possible.

If your parcel is marked as "delivered" but you haven't received it, contact the carrier directly. Make sure you have your tracking number or delivery confirmation to help them locate your parcel.

Pro tip: Check around your delivery location. The parcel might be with a neighbor or placed in a safe spot like a porch or garage.

Courtier companies will attempt to deliver your order up to three times before returning it to Shade & Story or their local depot.

If this happens, we'll reach out to inform you and arrange a new delivery.