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Frequently Asked Questions

Questions

Click on a question to see the answer.

How can I contact Poles Direct?
You can contact us by email, phone or send mail, or by using our online contact form. Please see our Contact Page for further details.
How do I know that my order has been placed?
If you have an order number then we have received your order. We will confirm your order by email within 24 hours of it being placed. If you do not receive this confirmation please see our Contact Page.
How do I measure my windows?
Please see our Measurement Guide.
Who do I contact if I need more information before I place an order?
Our dedicated customer service team will be happy to help you with any query that you may have. You can get in touch with us by email, phone, or send us a letter. Just visit our Contact Page for more information.
How much does delivery cost?
UK Mainland delivery is £7.95 for orders under £149.00 and free for orders over £149.00. Overseas deliveries, including Isle of Wight, are calculated according to weight and destination.
Can you send me a catalogue?
Unfortunately we do not currently offer a brochure or catalogue, but all our products and prices are available on our easy-to-use website.
What is your policy on damaged items?
When taking delivery of your items please check the packages carefully before signing for them. If the contents cannot be checked please write 'Unchecked' on the courier's document. it is important that the items are checked carefully and that any damages are reported to us within 3 days of receipt, otherwise a claim cannot be made. Please see our Returns Policy.
I have received the wrong size items, what should I do?
Firstly, make sure that you have removed the items from their packaging and measured them. The packaging for made-to-measure items are often labelled with the dimensions from which they were cut and not their finished size. If you have definitely received the wrong size items, call us or email us and we can arrange for them to be collected. Once we have examined the items, we will then despatch your new correct size items. Please see our Returns Policy.
I made a mistake with my measurements, what can I do?
If your blind is ready made, we can arrange for collection and then supply you with new items. A collection charge will usually be payable, or you can choose to return the items to us yourself, but we do ask that you use a courier or at the very least recorded delivery to ensure that the items make it to us safely. If your item is made-to-measure you will have to order new items as we cannot accept these as returns. Please see our Returns Policy.
I don't live on the UK mainland, is there an additional carriage charge?
Overseas carriage charges are calculated according to weight and destination. They are displayed at the payment stage or see our Delivery Information.
Do you deliver to the Channel Islands? Is VAT charged on such orders?
Yes we do deliver to the Channel Islands. VAT is not applicable for such orders. Delivery charges apply.
Do you provide an installation service?
Unfortunately we do not provide an installation service. If you do have any problems with the installation of your items, please contact us.
Do you have any branches/shops?
We are solely an ecommerce-based business and do not have any traditional branches/shops.
I still haven't received my order, what should I do?
If you have not received your order within the stated delivery period, please contact us.
Can I pay by Cheque?
Yes! Just proceed to the checkout as normal, then click on the 'Pay by Cheque' button. Please make cheques payable to Interior Goods Direct Ltd and write your name and order number on the back.
How will I know if the item I ordered is in stock?
We will confirm your order by email within 24 hours of receiving it. In the event that an ordered item is out of stock, we will notify you by phone or email as soon as possible and give you an estimated delivery time for your order. If the new estimated delivery date does not meet your expectations then you are free to change or cancel your order.
How do I know that my credit card details are secure?
Our website uses data encryption(128 Bit)to send any personal information between you and our servers, When you start the registration process or enter any section of this website that requires your to enter anything personal you will notice the address bar displays 'https'(SSL) and a padlock will appear on the bottom bar of the browser.

We do not store your credit card details on our website. We will ask you to enter your credit card details once you have registered and we need to take payment for your order. We only use these details to authorize the payment with our payment providers. Once again these credit card details are encrypted using SSL so you can be confident that your information is secure at all times.

How quickly will my order be despatched?
We will make every effort to despatch your order for delivery within the estimated time given on the products details page. We cannot give you a specific delivery day or time. Delivery usually takes 1-2 days from the date of despatch. If you have not received your item within 7 days of the estimated despatch date, please contact us so we can investigate further. Please see our Contact Page for further details.
Can I have my order delivered to an address other than my home address?
Yes! We are happy to arrange for deliveries to be made to a work address or neighbour's address but please be aware that most items we despatch will require a signature upon delivery. Please ensure that you have indicated a different delivery address when you place your order.
What happens if my order does not arrive?
In the unlikely event that your order is not received within the period specified for the items you ordered, please phone us or email us and we'll investigate for you. Please see our Contact Page for further details.
Losses, shortages and Damages
Please note that all Losses, Shortages and Damages need to be reported to us within 3 working days. This is due to investigations into the orders with our production team and our couriers. Poles Direct require all parcels to be signed for unless prior arrangements have been made or stated elsewhere on this site.