Custom Order Policy

At The Curtain Shop, we make curtains according to your window measurements, selected fabric, curtain style, heading, lining, and other requirements. Because custom curtains are made specifically for each order, they are different from ready-made products and require special production and installation arrangements.

Please read this policy before confirming a custom curtain order.

1. What Is a Custom Order?

A custom order is a curtain or window treatment made specifically according to your requirements. This may include:

Custom curtain width and drop
Selected fabric, colour, and texture
Curtain heading or pleat style
Blackout, dimout, or other lining
Custom fullness
Curtain tracks or rods
Motorized curtain systems
Special shapes or large windows
Custom stitching or finishing
Custom installation requirements

Once production begins, these items may not be suitable for resale to another customer because they have been made specifically for your windows and requirements.

2. Measurements

Accurate measurements are important for a good curtain fit.

Where our team provides the measurement, we will take the required window or installation measurements and use them for production.

If measurements are provided by the customer, the customer is responsible for checking that the measurements are correct before confirming the order.

Please make sure that all measurements are provided in the requested format and clearly state whether they are for the window, track, rod, finished curtain, or another measurement requirement.

If you are unsure about how to measure your windows, please contact our team before placing the order.

3. Order Confirmation

Before production starts, we may confirm important details such as:

Fabric
Colour
Curtain style
Measurements
Heading type
Lining
Quantity
Track or rod requirements
Motorized options, where applicable
Installation requirements
Agreed price

Please check these details carefully before confirming your order.

Once you approve the final specifications and production begins, changes may not be possible or may result in additional charges.

4. Fabric and Colour Selection

Curtain fabrics can look slightly different depending on lighting, screen settings, room conditions, and photography.

Where possible, we recommend checking a physical fabric sample before confirming a large custom order, particularly when colour matching is important.

Slight variations in colour, texture, weave, or finish can occur between different fabric batches. These natural variations do not necessarily indicate a manufacturing defect.

If a specific colour or fabric batch is important for your project, please discuss this with our team before production.

5. Changes After Confirmation

Custom orders move into production based on the specifications approved by the customer.

If you request a change after confirmation, we will check whether the order has already entered production.

If production has not started, we will try to accommodate reasonable changes where possible.

If production has already started, changes may:

Not be possible
Require additional fabric or materials
Require the item to be remade
Change the delivery or installation date
Result in additional charges

Any additional cost will be discussed with you before the change is carried out.

6. Cancellation of Custom Orders

Custom curtains are produced specifically for your requirements.

For this reason, once a custom order has been approved and production has started, cancellation may not be possible.

If you need to cancel an order, please contact us as soon as possible. We will check the production status and advise you of the available options.

If materials have already been purchased, cutting or stitching has started, or the order has otherwise entered production, amounts already spent on materials, production, or other agreed services may not be recoverable.

Any cancellation or refund will be handled according to the specific order status and the terms agreed at the time of purchase.

7. Returns and Exchanges

Because custom curtains are made according to individual customer requirements, they are generally not eligible for return or exchange simply because the customer changes their mind, selects a different colour, or no longer wants the product after production.

This does not affect your rights where the product has a genuine manufacturing defect, is damaged, or does not match the confirmed order specifications.

If you believe there is a problem with your custom curtains, please contact us as soon as possible after delivery or installation so our team can review the issue.

8. Defects or Incorrect Items

We take care to produce curtains according to the confirmed specifications.

If you receive an item that appears to have:

A manufacturing defect
Damage
Incorrect fabric
Incorrect colour compared with the confirmed order
Incorrect dimensions caused by our production
Incorrect curtain style
Missing or incorrect components

please contact us with your order details and photographs where applicable.

Our team will review the issue and, where the issue is confirmed to be our responsibility, we will work with you on an appropriate solution. Depending on the issue, this may include repair, adjustment, replacement, or another suitable remedy.

9. Installation

If your order includes installation, our installation team will arrange the installation according to the agreed schedule.

Before installation, please ensure that the installation area is reasonably accessible and free from obstacles that could prevent the work from being completed.

For motorized curtains, electrical requirements and access to the required power supply should be discussed before installation.

Additional work outside the agreed installation scope may require additional charges. We will discuss this with you before carrying out such work where possible.

10. Wall, Ceiling and Site Conditions

Curtain installation can depend on the condition and construction of the wall or ceiling.

Examples include:

Concrete
Plasterboard
Gypsum
False ceilings
Wooden surfaces
Tiled surfaces
Other specialised finishes

Our team may recommend different fixing methods depending on the installation location.

Existing wall or ceiling conditions may affect the installation. If additional preparation, reinforcement, access equipment, or other work is required beyond the agreed scope, our team will discuss this with you before proceeding where possible.

11. Delivery and Production Times

Custom curtains require time for fabric preparation, cutting, stitching, finishing, quality checking, and, where applicable, installation.

The estimated production and delivery time will depend on:

Curtain quantity
Fabric availability
Customisation requirements
Order size
Special stitching
Track or rod requirements
Motorized systems
Installation schedule

The estimated timeframe provided at the time of ordering is a guide and may change if materials become unavailable, specifications are changed, or circumstances outside our reasonable control affect production or delivery.

If there is a significant change to the expected timeframe, we will communicate it to you.

12. Customer Responsibilities

To help us complete your order correctly, customers are responsible for:

Providing accurate information
Reviewing measurements and specifications
Confirming fabric and colour selections
Approving the final order details
Providing access to the installation area
Informing us about relevant site conditions
Making payments according to the agreed terms
Being available or arranging an authorised person for installation where required

Please inform our team before production if there are any special requirements relating to your windows, walls, ceilings, furniture, access, or building rules.

13. Final Inspection

After installation, we recommend checking the curtains and related components with our team.

Please check:

Curtain operation
Opening and closing
Drop and positioning
Track or rod installation
Overall appearance
Accessories and components

If you notice an issue, tell our team as soon as possible so it can be assessed and addressed where applicable.

14. Custom Orders for Large Projects

For villas, offices, hotels, restaurants, and other larger projects, additional terms may apply depending on the size and complexity of the order.

These may include:

Site surveys
Multiple measurement visits
Fabric approvals
Sample approvals
Phased production
Installation schedules
Deposit or payment milestones
Project-specific specifications

The agreed quotation or project documentation will take priority for any specific terms agreed for that project.

15. Questions Before Ordering

We understand that choosing custom curtains involves several decisions. If you are unsure about fabric, curtain style, lining, measurements, tracks, rods, or installation, please speak with our team before confirming your order.

We can help you understand the available options based on your window size, room, privacy requirements, light-control needs, and preferred appearance.

Contact The Curtain Shop

If you have questions about a custom order, changes, cancellation, measurements, or installation, contact our team before production begins whenever possible.

The Curtain Shop
Dubai, UAE

Phone: +971 50 213 6026
Email: info@thecurtainshop.ae

We are happy to help you understand your custom curtain order before you confirm it.