Overview

At Deardwell, every curtain is thoughtfully made to order using carefully selected fabrics and custom specifications. Because our products are personalized for each customer, we encourage all customers to review this policy carefully before placing an order.

Our goal is always to provide fair, transparent, and supportive service while maintaining the integrity of custom-made production.

1. Eligible Return & Refund Situations

You may qualify for a return, replacement, repair, store credit, or refund under the following circumstances:

1.1 Manufacturing Defects

Including but not limited to:

  • Incorrect dimensions produced by Deardwell
  • Incorrect fabric or color shipped
  • Wrong header style or lining
  • Sewing defects
  • Significant workmanship issues
  • Missing components or hardware
  • Damage caused during production

1.2 Shipping Damage

If your package arrives visibly damaged, please:

  • Take clear photos of:
    • The outer packaging
    • Shipping label
    • Product damage
  • Contact us within 7 days of delivery

We may offer:

  • Replacement
  • Repair
  • Partial refund
  • Full refund (if applicable)

2. Non-Returnable & Non-Refundable Situations

Because most Deardwell products are custom-made, the following situations are generally not eligible for return or refund:

2.1 Customer Preference Changes

Including:

  • No longer wanting the item
  • Color looks different under home lighting
  • Fabric texture feels different than expected
  • Style preference changes
  • Ordering the wrong color by mistake

We strongly recommend ordering fabric swatches before placing a final order.

2.2 Incorrect Measurements Provided by Customer

Customers are responsible for confirming all measurements before checkout.

If incorrect measurements are submitted by the customer, the order is not eligible for a full refund or free remake.

However, we may still offer:

  • Alteration suggestions
  • Discounted remake pricing
  • Partial store credit at our discretion

2.3 Natural Fabric Characteristics

The following are considered normal and not defects:

  • Minor size variance within industry tolerance (±1 inch)
  • Slight dye lot differences
  • Natural linen texture variations
  • Wrinkles from packaging or transit
  • Fabric appearance differences under varying lighting conditions

2.4 Final Sale Items

The following items are final sale and cannot be returned:

  • Swatches and sample booklets
  • Clearance items
  • Customized accessories
  • Custom-cut tracks or rods
  • Gift cards

3. Order Cancellation Policy

3.1 Cancellation Within 48 Hours

Orders canceled within 48 hours of purchase are eligible for a full refund.

3.2 Cancellation After 48 Hours

Because production materials may already be allocated or cut:

  • Orders canceled after 48 hours may incur a production fee
  • Partial refunds may apply depending on production status

Typical refund ranges:

  • Before production begins: up to 80% refund
  • After production begins: partial refund only
  • After shipment: cancellation is no longer possible

4. Order Changes & Modifications

Customers may request changes within 48 hours after placing an order, including:

  • Size adjustments
  • Fabric changes
  • Header style updates
  • Lining modifications

Once production begins, changes may not be possible.

If modifications are still feasible after production starts, additional fees may apply.

5. Lost Packages

If tracking shows the package as lost in transit, Deardwell will work with the shipping carrier to investigate.

If the package is confirmed lost:

We may provide:

  • Replacement shipment
  • Full refund
  • Store credit

If tracking shows “Delivered”:

Customers should:

  • Check surrounding delivery areas
  • Contact household members or neighbors
  • Contact the local carrier office

Deardwell is not responsible for stolen packages after confirmed delivery, but we will assist customers in filing carrier claims whenever possible.

6. Return Request Process

To request a return or claim, please contact us within:

  • 7 days for shipping damage
  • 30 days for quality-related issues

Please email:

support@deardwell.com

Include:

  • Order number
  • Description of the issue
  • Clear photos or videos
  • Packaging photos if applicable

Our support team will review the request within 2–5 business days.

Please do not return any items without written authorization from Deardwell.

Unauthorized returns may not be accepted.

7. Return Shipping Responsibility

7.1 If the Issue Is Caused by Deardwell

Deardwell will cover:

  • Return shipping costs
  • Replacement shipping costs
  • Repair costs (if applicable)

7.2 If the Return Is Requested for Personal Reasons

Customers are responsible for:

  • Return shipping fees
  • Customs duties (if applicable)
  • Original shipping costs

Returned products must be:

  • Unused
  • Unwashed
  • In original condition
  • In original packaging whenever possible

8. Return Address

Please do not send returns to the shipping address listed on your package.

All approved returns must be sent to the return address provided by our customer support team after authorization.

Unauthorized returns may experience delays or rejection.

9. Refund Processing Time

Once your return or claim is approved:

  • Refunds are typically processed within 3–7 business days
  • Bank processing times may vary depending on your payment provider

Refunds will be issued to the original payment method unless otherwise agreed.

10. Alternative Resolutions

In certain cases, returning oversized custom curtains internationally may not be practical.

At Deardwell’s discretion, we may offer alternative solutions such as:

  • Partial refund
  • Store credit
  • Courtesy remake discount
  • Donation-based resolution

Customers must receive written approval before donating or disposing of products.

11. Contact Us

Customer Support Email:

support@deardwell.com

Business Hours:

Monday – Friday
9:00 AM – 6:00 PM (EST)

We typically respond within 24–48 business hours.