FREQUENTLY ASKED QUESTIONS

How do I place an order?

General Information

Prices do not include carriage, freight or insurance and are subject to alteration without notice.

If you would like to buy something, simply click on "Add to cart" below the image of each item you want and then click on "Checkout" and follow the instructions at the Checkout. Please double-check the delivery address as Susan Deliss Limited cannot be responsible for deliveries if you have given the wrong address. You can pay by Visa, Direct Debit and Paypal. Once your order is confirmed, your purchase(s) will be packed and sent to you to arrive as soon as possible.

Although Susan Deliss uses beautiful wrapping paper and ribbon, wherever possible packaging will recyclable and boxes will be recycled.

Trade customers please contact Susan Deliss directly via the Contact page.

2 - Delivery & Shipping

SUSAN DELISS SHIPS WORLDWIDE INCLUDING TO THE USA, EUROPE,
AUSTRALIA, HONG KONG AND NEW ZEALAND

Shipping To Mainland UK

For orders placed before 5p.m. we aim to deliver in 2 working days (excluding Bank Holidays, Royal Weddings and any days stated on this website where there is a deferred shipping date, etc.).

There is a fixed charge of £5 for any purchase with a total value up to £100 and then and additional charge of £5 every additional £200 or part there of, with the exception of bulky items such as furniture, for which you will need to pay for a courier.

To receive parcels, someone needs to be at the purchase address or any other delivery address you have specified at the time of your purchase all day between 8a.m. - 6p.m. to receive the parcel and sign for the delivery. Please note that the courier will not phone in advance. A courier who will phone in advance can be arranged but this will be more expensive - please contact Susan Deliss to enquire if you are interested in this premium delivery service.

Shipping Outside the UK and Outside Mainland UK

Outside the UK: Cost depends on the volumetric weight of your parcel – please enquire before purchasing if you wish your parcel to be sent outside the UK.

Shipping in the UK but Outside Mainland UK (including Northern Ireland and Scottish Highlands): Cost depends on the volumetric weight of your parcel – please enquire before purchasing if you wish your parcel to be sent outside mainland UK.

If you have an account with a shipper such as FEDEX or DHL or TNT, you can send Susan Deliss your account details so that it can be transported to you using your account.

SAME DAY (London only)

From £15 – at cost plus VAT.

Susan Deliss can offer this service for any order placed before 3p.m. Monday to Friday (Bank Holidays and any days stated on the website where there is a deferred shipping date are excluded). Please note that there is no guarantee that it will be available although Susan Deliss will try her best.

If you have any question or any specific delivery requirements (such as same day courier service within the M25), please let Susan Deliss know.

3 - Shipping problems

PLEASE NOTE THAT SUSAN DELISS ALWAYS TRIES VERY HARD TO ENSURE THAT GOODS ARE DELIVERED WHEN SHE SAYS THEY WILL BE DELIVERED BUT THAT SUSAN DELISS CAN TAKE NO RESPONSIBILITY FOR ANY PROBLEMS CAUSED BY DELAYS BY COURIERS OR ANY OTHER THIRD PARTY.

If, for some reason, Susan Deliss becomes aware that your order cannot be met or delivered within the specified time, Susan Deliss will contact you promptly to make alternative arrangements.

Loss & Damages

Goods lost or damaged in transit will be fully insured by the delivery company. Goods shipped using your shipper are entirely at your risk, not the risk of Susan Deliss.

If your parcel hasn't arrived within the specified time, please contact Susan Deliss as soon as possible.

4 - Returns & Refunds

Susan Deliss hopes and expects that you will be very happy with your purchases. In the unlikely circumstances that you don't like what you have bought, please contact Susan Deliss for the return address.

The Consumer Contracts Regulations give you 14 calendar days from the day after you receive your goods to cancel your purchase. You are responsible for returning the item within 14 calendar days of cancelling. You will be refunded in full within 14 calendar days after returning the goods, or evidence that they were returned. You must, however, take reasonable care of the item/s - see below for more details. You will be responsible for the shipping costs of returning anything to Susan Deliss.

To cancel your order, you must e-mail susan@susandeliss.com All parcels are sent back at your own risk. You are strongly advised to use a delivery service where a signature is required as the parcel is not the responsibility of Susan Deliss until she or someone at the address where she has said the return should be sent to signs for it.

PLEASE NOTE: Susan Deliss will only accept a returned item if it arrives back in original unused condition. This includes any items that smell of smoke, that have been used or sat on by humans or pets, lampshades with creased or dented silk or dented card and items returned in unsuitable packaging.

Please note that you have no right to cancel or return for a refund ”personalised goods or goods made to a consumer's specification", which includes all bespoke custom orders either placed on the website, directly by phone, e-mail, carrier pigeon or in person. For these purposes, by paying the invoice that we send you, you are deemed to have confirmed and accepted the product description in the invoice, regardless of any previous correspondence or discussions in whatever medium or in person. Any problems with any item that we have made bespoke for you must be raised with us within 14 calendar days of our delivery of such item to you, after which you are deemed to have accepted and approved this item.

No refunds will be given for any fabrics or braids or other textiles cut to order or any cushions or lampshades or furniture or kilims or carpets other items made to order.

5 - Privacy Policy

All online transactions via www.susandeliss.com are processed securely by Susan Deliss's merchant service providers PayPal. Your credit card number will be encrypted when your order is placed using SSL encryption software. These merchant service providers then inform www.susandeliss.com, via their encryption system, of the outcome of every transaction.

Susan Deliss will not take any order or payment by telephone. All orders must be confirmed in writing via e-mail or via signed written/ typed correspondence.

The overriding principle for Susan Deliss for data collection via this site or via any other contact with Susan Deliss is that she will treat you as she would like to be treated by aiming to sell and deliver to you beautiful things, as efficiently as possible, without driving you mad with sales e-mails.

Susan Deliss will not in any circumstances share, sell, rent, exchange, trade or give your name or address or any other details with any other third party for any marketing or other publicity purposes.

Cookies are used automatically on this Eshopping site to keep track of the contents of your shopping cart. They are also used after you have logged on as part of that process. Susan Deliss has no control over the use of these cookies.

Please note that data collected by this website are used to:

Take and fulfil customer orders;
Administer and improve the site and service provided by Susan Deliss; and
Arrange with third-parties arrange for delivery of your purchases.

Susan Deliss may send you occasional e-mails about new products or her blog. If you don't want to receive these any more, please send an e-mail to Susan Deliss simply saying UNSUBSCRIBE or words to that effect. You can unsubscribe at any time and your request will be complied with.

FABRIC TERMS AND CONDITIONS

Colour Matching

Although Susan Deliss Limited makes every effort to ensure that colours correspond to her samples, slight variations may occur and it is not always possible to obtain an exact colour match from batch to batch. If you require a close colour match, Susan Deliss Limited suggests that you request and approve a stock cutting and reserve the appropriate quantity of fabric.

Colour Fastness, Condition and Fabric Care

Susan's fabrics are not guaranteed against colour fading, pilling, shrinkage and seam slipping. Silks tend to be more susceptible to fading than most other fabrics and Susan strongly advises against using them in direct or strong sunlight.

Dry cleaning is recommended for all Susan’s fabrics. There may be some shrinkage.

Rub Test Requirements

Generally, the rub test will be stated next to the listing of each fabric on this website but please contact Susan Deliss Limited if you require the rub count or test certificate for any of Susan's fabrics.

Flammability Test Requirements

Susan Deliss Limited fabrics need additional fire proofing if the fabric is intended for public or commercial use, which needs to be done by a third-party specialist in this work.

Upholstery

Susan Deliss's fabrics may be suitable for upholstery which meet different levels of performance including but not limited to light domestic use, general domestic use and commercial. You must satisfy yourself before purchasing any of Susan Deliss’s fabrics that they are suitable for the purpose for which you will use them and Susan Deliss Limited will take no responsibility for this. Susan Deliss Limited's fabrics must be used with a flame-retardant barrier cloth or fire proofed if intended for public or commercial use.

Treatments

No liability will be accepted for changes in appearance, performance, or defects in any of Susan's fabrics if they are treated after purchase by spraying or processing of any kind, including flame proofing or the application of Scotch-guarding or other stain proofing treatments.