Return & Exchange Policy

At drapely, we pride ourselves on exceptional craftsmanship and a seamless customer experience. We understand that ordering custom items requires careful consideration, and while our products are made specifically for you, we're here to help if something isn't quite right. Please review our policy below, and always feel free to reach out to our support team first – we're dedicated to finding a solution.

Order Cancellations

Within 48 Hours: You can cancel your order for a full refund if you contact us within 48 hours of placing it.

After 48 Hours (Before Shipment): If more than 48 hours have passed but your order hasn't shipped yet, you can still cancel and receive a 70% refund.

No Cancellation After Completion/Shipment: Due to the custom nature of our products, orders that have been completed or already shipped cannot be canceled, returned, or refunded.

Order Modifications

Within 48 Hours: If you need to revise your order due to an accidental size, color, header, or lining choice, we're happy to help. Please contact our customer service via LiveChat or email at hello@yourbrand.com within 48 hours of placing your order. Any pricing changes will result in either a refund or an invoice.

Limited Timeframe: Because our custom items begin production quickly, we can only guarantee changes within this initial 48-hour window.

Return & Exchange Eligibility

Due to the unique, handcrafted, and customized nature of our curtains, shades, and cut-to-size hardware, returns are generally not accepted unless there's an issue on our part. Fabric swatches and sample booklets are also not returnable.

Accepted Returns/Exchanges (Our Error)

We take full responsibility for any mistakes we make. If you receive an item with a quality issue or an error on our part, such as:

  • Incorrect Size: The received dimensions are outside our accepted +/- 1 inch tolerance due to our error.
  • Wrong Color: The color significantly deviates from your order selection due to our error.
  • Incorrect Item/Lining/Header: You received a different product, lining type, or header style than what you ordered.
  • Manufacturing Defect: The product has a confirmed manufacturing flaw (e.g., significant fabric imperfection, faulty stitching not within standard tolerance).

For our errors: Please contact us at hello@yourbrand.com with full details and supporting photos within 30 days of receipt. We will happily remake or repair the product at no additional cost to you, including covering all associated shipping fees. For damaged or broken items, we accept exchanges only (for the same item details as the original order). Please contact us within 3 days of receipt for damaged goods and keep all original packaging.

Non-Returnable Conditions (Customer Error / Non-Quality Issues)

We cannot accept returns or provide free replacements under the following circumstances, as these items are custom-made to your specifications:

Incorrect Measurements: The curtains don't fit properly because of inaccurate measurements provided by the customer.

Our Solution for Width Issues: If a panel is too wide, we may be able to offer a width adjustment (customer covers shipping and modification fees).

Our Solution for Irreparable Issues: If the item is too narrow, too short, or requires a fabric change (issues that can't be easily remedied), we offer a 50% discount on a second, corrected set (valid within 30 days of receiving your first order).

Change of Mind: You simply don't like the color, design, style, or quality, or no longer want the item after it has been shipped.

Misunderstanding Product Images: The product appearance differs from your expectation based solely on online images (we highly recommend ordering free swatches first).

Drapery is Too Heavy: If you find the curtains' weight unsuitable for your preference.

Wrong Item Ordered by Mistake: You accidentally ordered the wrong product.

Order Arrived Later Than Expected: Delays outside our standard delivery timeframe.

Fabric Shade Variation: Minor color differences due to natural dye lot variations (as explained in our Fabric Shade Variation policy).

Lining Color Impact: Color variations perceived due to the addition of a lining or different lining types.

Expected Shading Rate Not Met: Subjective judgment of light blockage (we recommend ordering liner samples to confirm).

Tolerance Size: Any received dimensions within our accepted +/- 1 inch tolerance are considered accurate and not eligible for return based on size discrepancy.

Clearance Items: All sales on clearance items are final.

Customer Dissatisfaction (No Quality Issue)

If you're not satisfied with your custom curtains despite no quality issues on our part, please contact our customer service within 30 days of receipt. Our team will guide you through a donation process to Goodwill. Upon providing proof of donation (including item details, quantity, date, and a picture of donated items), you may be eligible for a partial refund. Please do not donate items without contacting us first, as this will make you ineligible for a refund.

Non-Custom Items

Select Hardware & Accessories: Adjustable drapery hardware (like rods, wands) and accessories (rings, clips) may be returned within 30 days of receipt if they are unused, in their original packaging, and include all tags. Customers are responsible for return shipping costs for these items.

Refund Process & Details

Once your eligible return is received and inspected, we'll send you an email notification. We'll then inform you of the approval or rejection of your refund.

Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days (typically 3–10 business days for it to reflect on your card).

Refund Amount for Customer-Initiated Returns: For approved returns not due to our error, the refunded amount will be 70% of the product cost, as a 30% processing, handling, and original shipping fee will be deducted.

Return Shipping Costs: For returns due to our confirmed error, Turing will cover all return shipping costs. For all other approved returns, customers are responsible for return shipping.

Late or Missing Refunds: If you haven't received your refund yet, please first check your bank account, then contact your credit card company, and finally your bank. If the issue persists after these steps, contact us at hello@yourbrand.com.

Package Issues (Damage/Loss)

Damaged Upon Arrival: If your order arrives damaged, follow the "Accepted Returns/Exchanges (Our Error)" process above, contacting us within 3 days with photos. We will arrange an exchange.

Lost Packages: If your package is lost during transit and confirmed by the carrier, we will arrange for a replacement order to be sent to you. Please note that refunds are not offered for lost packages; only replacements. We do not provide refunds or reshipments for packages that have been signed for with proof of receipt.

Final Reminders

Measure Accurately: We strongly encourage using our free measurement tool and ordering free fabric swatches to ensure your selections are perfect and to avoid the need for returns. Colors and fabrics can look different on screen, so physical samples are invaluable.

Communication is Key: If you have any concerns or issues with your order, please contact our customer service team directly before taking any other action. We are committed to working with you to find a satisfactory resolution.