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FAQ

 General

Why should I purchase curtains and blinds online?

Purchasing curtains online is an extremely cost effective way of getting what you’re after in window décor. Because we are a completely online store, we save money, which means you save money as we can offer quality products at a very low price. Furthermore, shopping online allows you to shop at your own pace from the comfort of your own home.

Why should I purchase my curtains and blinds from Curtain Express?

Curtain Express is a family owned and operated business with over 30 years of experience in the industry. Not only can we offer you fantastic products at low prices, but we can also give you great, personalised service to ensure that your experience with us is an easy and enjoyable one.

What are your opening hours?

Our opening hours are 9:00am-5:30pm from Monday-Friday. We are available via phone during these hours. You may email us at anytime, however please note that if emails are sent over the weekend, you may not receive a reply until Monday morning.

Are your products Australian made?

All of our custom made products are Australian manufactured in Camdale, Tasmania, using premium quality materials.
Our readymade products are sourced from Australian suppliers, who have their products manufactured overseas.

Why can't I order samples for some fabrics?

While we send fabric samples for most of our products, unfortunately we are unable to access samples for some of them as our suppliers do not stock them, such as samples for venetian blinds.

 Curtains

What kind of readymade curtains should I choose?

Choosing the right curtains for you can be a complex process. There are several things you may want to consider when trying to make this decision:

• Style: This can include the style of fabric and the type of curtain heading. Ultimately, the style of fabric you choose should reflect what you love, and you don’t even have to have the same style of curtain throughout the whole house. For example, you may want a neutral curtain in your living area, while you may want a brighter, patterned curtain in your bedroom. The type of heading is also a personal choice, each heading drapes slightly differently, so choose whichever style you feel suits your dècor best.
• Climate: Your home’s climate may affect your choice. If you’d like insulation, light control and noise reduction, then blockout curtains are a great choice. If this is not a requirement for you and you need curtains for covering and decorative purposes, then translucent would be a suitable option.

Are the colours of the curtain fabrics shown on your website accurate?

We aim to make our images as accurate as possible. However, as they are for demonstration purposes only they may vary from the true colour as a result of variations in screens or screen resolution. To ensure that you are purchasing your products with confidence, we encourage you to order a free sample of fabric before you buy your products. This will give you an accurate idea of how the curtains/blinds will look and feel in the room let you decide if it is the right choice for you.

Which curtains are best for insulation?

The curtains that are best for insulation are our blockout curtains. This is because they backed with three-pass lining. This means that the fabric is backed with lining, a very thin layer of foam, and then another layer of lining again. This will help keep the cold out in winter and the heat out in summer, allowing you to have more control over the temperature inside your home.

Which curtains are best for noise reduction?

Blockout curtains are best for reducing noise, as they are backed with three-pass lining. This is where the fabric is backed with lining, then a thin layer of foam, and then another layer of lining again. This will assist in soaking up noise. Furthermore, pleated curtains will reduce noise more than ring top (eyelet) curtains, as there is more fabric to soak up the noise, whereas noise can flow through the holes in eyelet curtains more.

What kind of curtain heading should I choose?

The type of heading you choose depends on which heading you like the look of. Generally, the pleated curtains (such as pinch pleat and pencil pleat) are commonly used in more traditional décor settings and suit classical styles. Eyelet and inverted (box) pleat curtains have been used frequently in more contemporary styled homes and look great if you’re after a modern look. In saying this, you should choose whichever curtain you love the look of.
Pleated curtains are installed using tracks and hooks, while eyelet curtains are installed using a rod.

How much fullness do your curtains have?

Our curtains are double fullness, which is an industry standard. This ensures that window dressings look appealing and homely.

Do my curtains come with all of the fittings?

No, they do not. As people generally desire different styles of tracks and rods, we do not sell fittings WITH the curtains, however we do sell them separately. Furthermore, as some customers already have existing tracks, rods, and/or hooks, we offer these items as an add on to save you money as opposed to working them into our prices, just in case you don’t need them. This allows you to pick and choose whichever accessories you like, or just purchase the curtains on their own.

Do you provide hooks with your curtains?

We do not provide hooks WITH our curtains, however we do sell them separately. This is because customers generally have differing needs when it comes to purchasing accessories therefore we offer the hooks as an add on to save you money as opposed to working them into our prices, just in case you don’t need them, or require different kinds of hooks. Please refer to our hooks guide to see which hooks and how many you need with your curtains.

How blockout are your blockout curtains?

All of the blockout curtains on our website are 100% blockout. Therefore, no sun will penetrate through the fabric.

Are all of your curtains blockout?

While we offer a large range of blockout curtains, we also stock other curtains that are not blockout, including translucent and sheer curtains. Translucent curtains are semi-transparent, uncoated curtains. They allow limited light, but not detailed shapes to pass through. Sheer curtains are more transparent and allow light to filter through. Both of these types of curtains offer privacy during the day but not at nighttime.

What is the difference between pinch pleat, pencil pleat, box (inverted) pleat and ring top (eyelet) curtains?

Please see our glossary.

What are your curtains made from?

The curtains we stock are made from a large variety of yarns and the majority of our curtains are made from 100% Polyester. Some of our curtains also have a Polyester and Viscose combination.

Can I customise my readymade curtains

Yes, you can. Generally our readymade curtain sizes accommodate most window sizes, however in some cases, they may not be the perfect fit in that they may be too long, or not wide enough. In these instances you may hem your readymade curtains to the length you need, or if they are not wide enough, you may buy an extra of readymade curtains, which you can join together to create the width you need. Unfortunately we do not offer an alteration service for our readymade curtains.

 Blinds

What type of blind fabric is right for me?

The type of blind fabric that is right for you is a matter of personal choice. If you would like insulation, privacy and noise reduction, then blockout would do this best. However, if you would like to reduce the sunlight coming into the room and achieve daytime privacy, sunfilter or translucent blinds would be most appropriate.

Should I buy readymade or custom made blinds?

This is completely up to you and your decision may be influenced by the size of your window and your budget. If you have a ‘standard’ size window that matches the various sizes of readymade blinds, then purchasing a readymade blind may be the way to go. The quality is very comparable to custom made blinds; and they are simply more affordable as they are pre-made and manufactured in bulk.
Buying custom made blinds allows you to customise every element of your blind to create a product to fit exactly what you’re looking for. By choosing custom made, you are able to choose your size, fabric, bottom rail and chain drive to suit what you need and you can be assured that they are of a premium quality. Plus we offer a FIVE YEAR WARRANTY with our custom made blinds to ensure that you feel confident and secure when making your purchase.

Can I customise readymade blinds?

Yes you can, depending on the type of blind. We generally recommend avoiding alterations on sunfilter blinds, as the materials are not conducive to alterations and the quality of the blinds may be compromised due to fraying.
Blockout roller blinds and venetian blinds can be altered, however. Blockout roller blinds can be cut back using a drop saw, where you can roll the blind up and tape to the width you would like it cut to and then simply drop the saw down. You can also shorten the blind by taking the bottom rail off and cutting the material to the length you need, however this is generally unnecessary as the material does not form a bulky head when it is rolled up.
Venetian blinds can be shortened by removing the plugs at the bottom of the blind, removing the slats individually, pulling the string through the holes, cutting the string and then placing the plugs back in the holes. Make sure you don’t cut the string until then end when you are absolutely sure that the length is correct. You can alter the width of a venetian blind by cutting the slats individually, however you can only shorten the slats by approximately 7cm on each side as any more would interfere with the mechanisms of the blind. Unfortunately we do not offer an alteration service for our readymade blinds.

Do blockout blinds block the sun completely?

Blockout roller and roman blinds do block the sun completely as they are made from 100% blockout fabric, which prevents light from shining through. In saying this, a minimal amount of light will shine through on each side of the blind if it is mounted INSIDE the window. This is because there is a small gap in between the blind and the architrave on each side to ensure that the blind does not scrape the architrave, therefore maximising the ease of pulling down the blind and preventing damage to the blind and the window frame.

Which blind will give me daytime privacy without obstructing my view?

Sunfilter blinds are the best option for this. Sunfilter blinds allow you to see out during the day, whilst giving you maximum privacy preventing people from seeing inside. Furthermore, the darker the sunfilter fabric, the more clearly you will be able to see outside. The colour of the fabric will not affect the amount of light that shines however.
While the sunfilter blinds give you privacy during the day, it does not give you privacy at nighttime, especially while lights are on. Therefore, it is advisable to team these blinds with a separate blockout curtain or blind, or put them in a room that does not require privacy.

Which blinds are the best for noise reduction?

Blockout roller and roman blinds are best for reducing noise. This is because they cover the window completely and they are made of a thicker fabric, which soaks up more noise.

 Measuring

How do I measure windows/doors for curtains and blinds?

This can vary depending on what type of curtain or blind you’d like to get. Please refer to our step-by-step measuring guide to get all the information you need when measuring your windows and doors. If you’re still having trouble, please don’t hesitate to call us on 1300 763 056 and we will talk you through the process.

What does it mean to allow for overlaps and returns for curtains and how do I do that?

To ‘allow for overlaps and returns’ when measuring for curtains means to add extra width to your window measurements to ensure that the curtains you choose sufficiently cover your window. An ‘overlap’ is a part in the middle of the track that allows the curtains to overlap in the middle so there is no gap. ‘Returns’ are on each end of the track, which allows the curtain to fold over the edge to increase light control and insulation. Please see our measuring guide, where we give you specific measurements and examples for different kinds of curtains, tracks and rods.

What does inside (recess) and outside (face) mount mean?

‘Inside/recess mount’ refers to measuring and installing blinds on the inside of your window frame (architrave) so the frame is still exposed. ‘Outisde/face mount’ refers to measuring and installing blinds on the actual window frame (architrave), so that it is completely covered by the blind.

Do you offer a measuring service?

We do not offer a measuring service, however if you are having trouble with your measurements we recommend calling a handyman to assist you with this, or calling us on 1300 763 056.

 Ordering and Payment

Do I have to become a registered member to place an order?

You do not have to become a registered user to place an order, however the option is available to you. You may want to become a registered user for future reference, as this allows us to store your details (EXCLUDING your credit card details), which in turn will make the checkout process much more efficient. Otherwise you can continue to shop with us as a guest.

Can I order samples?

Yes, you can order FREE samples. Simply do so but clicking on the icon displayed on various pages on our website. This will lead you to a page where you can choose the type of fabric and colour you would like to sample. From there, fill out your personal details and we will send the sample to you in the timeframe outlined on our website.

What payment options you offer?

We offer a variety of payment options to ensure that this process is as easy and efficient as possible for you. These include:
• Credit/Debit Card: Use your credit/debit Card online via eWay, which is a secure payment gateway
• PayPal: Use your personal PayPal account or credit/debit card though PayPal
• Bank Transfer: Pay via bank transfer. Please ensure to provide us with your Order Number when you pay. Our bank details are located of your order email. Please note,
if you are paying via phone or bank transfer, your order will be processed once your payment is received.

Do you store my credit card information?

No,
we do not store your credit card details.

Is Curtain Express a safe environment for me to pay online?

Curtain Express is a secure website, which is continually updated, monitored and scanned for any suspicious activity that could be detrimental to you as a customer. We also use PayPal and eWay as our secure payment gateways, which are a popular and trusted payment gateways constantly updating their technology to ensure maximum security and safety.
If you would not like to give your details over the Internet you are more than welcome to pay via bank transfer.

What is eWay?

eWay is a secure payment gateway, which allows you to pay for your online shopping via Credit/Debit card in a secure environment. When you purchase something online via Credit/Debit card, it goes through eWay to ensure that your card details are protected and securely passed through to the merchant and payment processor without any interruptions.

What information do I need when paying via bank transfer?

information:

Account name: CURTAINEXPRESS PTY LTD
BSB: 017539
Account Number: 287422445
Reference: Your order number, which will appear on your invoice once you order your goods.

Please be sure to include your reference number, as we are not able to identify where the payment has come from without it, therefore, your order may take longer to process as we will not be able to place your order until payment is confirmed.

What happens after I place my order?

Once you have placed your order and we have received payment, we send your order through to the manufacturers on that same day (usually within 1-6 hours, apart from on weekends). Please note, that if you place an order close to close of business, the manufacturer may not receive our order until the following day.

Can I change my order after I pay for it?

In order to try and avoid this situation, we recommend you check your details thoroughly before ordering your goods. We process your order on the same day that you place it (usually within 1-6 hours, apart from on weekends) to ensure that your goods are delivered to you as quickly as possible. Once your order is processed, we are unfortunately unable to change it as it has already gone through the manufacturer’s system.
If you would like to change your order, please contact us as soon as possible and we will aim to assist you in any way we can.

Can I cancel my order?

Please refer to our cancellation policy in our terms and conditions to see the circumstances in which a cancellation may be possible.

What happens if the product I order is out of stock/discontinued?

If the product you order is out of stock, we will notify you as soon as possible. From there you can either choose another product, or we will refund your money.

Once my order and payment is processed, how long does it take to manufacture the custom made products I have ordered?

It generally takes 15-20 working days to manufacture custom made products. This can vary as a result of the time of year that your order is placed, such as leading up to Christmas, which generally takes longer. If this is the case, you will be notified and kept up to date as to the lead-time on your products. If you need your goods in a hurry, please contact us and we will do our best to help you.

Once my order and payment is processed, how long does it take to dispatch the readymade products and accessories?

Readymade products are dispatched within 3-5 business days. This may vary, however, as a result of time of year (rush periods, such as Christmas), and product availability. If this is the case we will ensure to keep you up to date with dispatch times and notify you once your products have eventually been dispatched. Please note that accessories are shipped separately as they are sourced from different suppliers.

 Delivery & Returns

What are your delivery charges?


• Orders below $500 will incur a $25 flat fee.
• Orders above $500, delivery is FREE.
Please note that if the customer lives in a remote area of Australia, they will incur the courier charges.
Please refer to our shipping policy to see the delivery charges.

When will my order be delivered?

Once your orders have been completed from the manufacturers, they will be dispatched to Interstate Courier Companies or the Australia Post Network, who will then deliver your goods to your nominated shipping address. We will provide you with the consignment number, where your delivery can be tracked once the courier company warehouse has received it and scanned it.

How do I know when my order will be delivered?

Once your goods have been dispatched, we will send you an email with the details of the courier company who is looking after your order, along with the consignment number. You are then able to track your order on the courier company’s website and get an ETA on your order. If you have any queries regarding delivery, you will be able to contact the courier company and they will be able to assist you.

Will I need to be at home when my order is delivered?

All deliveries require a signature upon delivery. If you would like to arrange to have your goods left outside without a signature, please contact the courier company to arrange this. Curtain Express is not responsible for the delivery of the goods and responsibility passes to the customer once the goods have been dispatched to the courier.
You may also want to arrange with the courier company to personally pick the goods up from the courier warehouse.

If you can, we recommend that you make your shipping address a business address to ensure that someone is present at all times to sign for the goods.

Can I change my delivery address once the order is placed?

Once your order is placed, we are unable to change the delivery address for privacy and security reasons. If you do need to change your address, please contact us as soon as possible and we will try and accommodate you as best as we can. For security reasons, we would prefer this request in writing, via the email you used to order your goods.

Can I change my delivery address after my products have left the factory?

If you would like to change the delivery address after your products have left the factory, you must contact the courier company directly with your consignment number and ask as to whether a change can be made. We are not responsible for any changes that may result from personal dealings between the customer and the courier company as ownership of the goods passes to the customer as soon as payment is made in full.

Is it normal to receive different parts of my order separately?

Yes, this is normal. This is because hardware, readymade products and custom made products are made by different manufacturers and are therefore dispatched separately.

Can I return my products?

Please refer to our returns policy to see the circumstances in which a return may be possible.

What should I do if I receive my products and they are damaged?

Please sign the goods as damaged upon receipt. Please take a photo of the goods and contact us via email or telephone so we can advise you what to do next and we will try and replace the damaged goods as soon as possible.

Furthermore, sometimes the boxes may be damaged but the products inside are not. We recommend that you sign the delivery as damaged if you have any concerns to ensure that your bases are covered.

What happens if my order is lost in delivery?

Unfortunately this happens from time to time. Once goods are dispatched from the manufacturer to the courier company, delivery of goods is out of our control and responsibility of ownership passes to the customer and the nominated courier company. Please refer to ‘delivery and ownership of goods’ in our terms and conditions for details.

 Installation

What tools do I need to be able to install my curtains and blinds?

Curtain Express supplies the fixtures for your products, such as brackets and screws. Therefore, all you need is a drill with a Phillips head, or a Philips screwdriver and some pliers if you don’t have a drill. Have a measuring tape and pencil handy so you can mark the position of your screws. Please refer to our installation guides or call us on 1300 736 056 if you need assistance.

How long does it usually take to install blinds and curtains?

Installation time can vary from product to product. However, on average, a blind usually takes up to 15 minutes to install, while a curtain can take up to 25 minutes, again, depending on the type of curtain or blind you are installing.

What if I have trouble installing the curtains and blinds myself?

If you are having difficulty installing your curtains or blinds, we recommend that you hire a local handyman to come and install them for you. Otherwise, please refer to our step-by-step installation guides, or contact us on 1300 763 056.

Do my blinds come with the necessary fittings, such as screws and brackets?

Yes, they do. All of our products come with the necessary fixtures you need for installing your blinds.

 Privacy and Security

Do you store my personal information on your website?

The only time we store your personal details on our website (excluding credit/debit card details) is when you elect to register on our website. By registering with our website, your shopping experience can be much quicker and more efficient as your information is stored in our system. This is completely optional, however.

Do you store my credit/debit card details?

We do not records of your credit/debit card details.

How do you provide your customers with a safe and secure shopping environment?

We provide you with a safe and secure shopping environment by using highly technical and secure payment gateways, such as PayPal and eWay. These gateways ensure that your payments are processed in a safe way without any interruptions, where your credit/debit card details are captured during the payment process and safely delivered to our account. Your credit card details are not stored in any way during this process.

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