Frequently Asked Questions
1. Products, Payments & Warranty
1.1 Are your Blinds and Drapes Ready Mades?
No, all of our Blinds and Drapes are quality Custom Made products, made to suit your window measurements. We don't believe in you wasting money on blinds or drapes that won't fit your window properly or have a short lifespan, hence why we do not promote readymade products or cut down ready made products.
1.2 Can I visit your showroom to view the products?
Yes you are more than welcome to come in and see our great range and quality products at our large showroom in Narre Warren Vic. We only ask that you realise that our online prices are cheaper than our normal retail prices and to let the sales consultants know that you saw us on online.
Our sales consultants will be happy to help you complete the purchase online whilst in the showroom if that makes it easier for you.
Our Showroom Trading Hours are:
Monday to Friday 9am to 5pm
Saturday 9am to 1pm
We are located at 7/54-60 Vesper Dve Narre Warren Victoria 3805
1.3 What is the Warranty on your products?
We are so confident in the quality and workmanship of our products, that we offer a 5 Year Warranty. Please read our full 5 year warranty details for further information
1.4 What forms of payment do you accept?
We make it easy to order online by accepting various forms payments.
Credit Cards - Mastercard, Visa & American Express
Phone Payment - If you prefer not to enter your credit card details online, we are happy to process your credit card over the phone. Simply complete checkout and select this option.
Direct Deposit - You can perform a bank transfer via your online banking institution or over the counter at your local branch. Simply complete checkout and select this option.
Manufacturing will not begin on your order until full payment has been received.
2. Measuring
2.1 What happens if I need advice on Measuring?
Measuring your window really isn't a difficult task; you just need to make sure that you double check your measurements to ensure your blinds fit beautifully. Read our "How to Measure Guides" for each of the individual products. If you are still unsure, we are only too happy to answer any questions you might have in regards to measuring or general product enquiries.
Don't hesitate to call us Monday to Friday 9am to 5pm
ph: 1300 76 11 79 or email sales@blindsonline.com.au
For tricky windows such as Bay or Corner windows we will only be too happy to guide you through the measuring requirements. Often we suggest emailing us a digital photo of your window, so we can see exactly what needs to be measured and we will then be able to see instantly anything that needs to be looked out for.
2.2 What happens if I measure incorrectly?
Unfortunately once the Products have been manufactured they cannot be returned to us as we are unable to resell custom made goods, as they will only be suitable for your window. Please read the How to Measure Guide carefully prior to measuring. Contact us if you have any further questions prior to ordering and we will be happy to step you through it.
2.3 Do you provide a measuring service?
Yes we do offer a measuring service currently in the Melbourne Metro area only. For a small fee of $80.00, we can measure all of your windows for you, ensuring that your blinds will fit perfectly.
Measuring services for other states will be available very soon.
We also offer an installation service for Melbourne Metro area, with a minimum call out fee of $80.00 and from as little as $20 per window. Please contact us for further details and full pricing.
3. Samples
3.1 How accurate are the colours shown at your website?
Colours & weaves shown on monitors can vary depending on the settings of each individual computer and resolution of images and size changes. We offer samples, so you can see our range before ordering and we highly recommend that you take up this option.
Note that colour samples can vary from one dye lot to the next. Please use the samples as a guide and be aware that slight variations can occur. Timber blinds are a natural product, the sample & product can vary from each batch from grain to colour. This is what makes a timber blind unique and is not seen as a fault in the product.
Curtain samples may not show the entire pattern or colour palette due to the size of the swatch.
3.2 How do I redeem my Gift Voucher recieved after purchasing samples?
Once you have purchased samples (or over the 10 free limit for blind samples) you will be sent a confirmation email, showing the samples you have selected. Attached to this email is a gift voucher for the value of your sample purchase.
Next when you place your order for window furnishings, you will be required to enter the Gift Voucher number into the payment field. We will then deduct the value from your total purchase price.
Purchases that have not had the Gift Voucher details entered at the checkout stage cannot have the value deducted after the point of sale, as the voucher is required to be used for redemption.
4. Orders
4.1 How long will it take to get my order?
Because our Products are custom made to your measurements, the length of manufacturing will vary depending on the product.
- Roller Blinds 10 to 15 working days
- Bonded Roller Blinds 20-30 working days
- Venetian Blinds 10-15 working days
- Roman Blinds 10-20 working days
- Soft Roman Blinds – Classic & Swag Base 20-30 working days
- Vertical Blinds 10-15 working days
- Pelmets & Valances 15-20 working days
- Drapes 20-30 working days
- Honeycomb Blinds - 15-20 working days
We are very conservative on our quoted manufacturing times and work hard to complete your orders earlier than the above time frames.
Note: Times can vary and the above quoted manufacturing days should be used as an approximate guide only.
The maximum time is more related to our busy pre Christmas period and throughout the year the manufacturing time is shorter.
From time to time we can experience some stock delays, associated with shipping times. We will endeavour to notify you as soon as possible of the delay and offer alternatives that might be suitable.
The blinds will then be delivered to you and the delivery time can vary, depending on which state they are going to.
4.2 What happens if I need to change my order?
If you find that you need to change your order, this can be done up to 24 hours after receiving payment. Call or email us Monday to Friday 9am to 5pm, if you have any changes to make and we will try our hardest to help you. Once the products have gone into manufacturing unfortunately the order cannot be changed.
Always make sure to double check your measurements, colour selection and all details before completing the order.
5. Deliveries
Unlike other websites, we do not add the delivery charge into the blind price and then tout "Free Delivery". We show all charges upfront and don't deceive our customers.
We charge a flat rate of $25 for the entire order to most areas of Vic, NSW, Qld, and SA. Other areas will depend on your postcode and are a flat rate charge of either $35 or $45 and will be calculated at checkout. Please go to our Delivery Charges page and enter your postcode for further details.
5.2 How and when is my order delivered?
We only use reputable freight companies that are capable of servicing every state of Australia.
Once your order is ready for despatching, you will be contacted by a customer service assistant to advise on the scheduled delivery day. The delivery will be from 9am to 5pm Monday to Friday.
Due to the delivery requiring a signature, we will ask permission from you to have the delivery left on the doorstep (or in another safe area) if nobody is home, otherwise a redelivery will occur. A card will then be left and you will need to contact the freight company to organise a day that is suitable.
As Blindsonline uses an outside freight company, from time to time delays can occur and unfortunately once your order leaves our premises, we are no longer in control of the delivery or notified of any delays.
Please us the Order status section of our website to follow the progress of your order and track your delivery.
5.3 What happens if my order is damaged in delivery?
Unfortunately from time to time accidents can happen. We highly recommend that you take out the option of Freight Insurance at the checkout. This is offered as an optional extra and covers any damage or loss to blinds whilst in transit.
If for any reason your blinds are damaged, do not sign for them, but send them straight back and they will be replaced. Unfortunately blinds that are not insured and get damaged or lost in transit cannot be returned or replaced.
In the checkout you will find that the check box is already pre ticked to accept the freight insurance. By unselecting the checked box, you have removed any right to claim for damages or loss of your goods with Blindsonline.
5.4 What happens if my order is lost in delivery?
The reality is that this can happen from time to time. As long you have paid for the freight insurance, we will replace the ordered items after a reasonable period of time has been given for the freight company to try to locate the missing items. We deem this to be 14 working days.
5.5 Return of damaged Goods?
If your goods have been damaged in transit and were insured, please contact us immediatley. We will then email to you a form for you to complete and email to the freight company to organise collection. All goods must be packaged in cardboard boxes for the return journey.
6. Privacy & Security
6.1 How do I know my information is secure?
We understand how important internet security is to our customers, when storing information that you provide us, that's why Blindsonline.com.au site only uses high level SSL encryption technology. The most advanced security software currently available for online transactions. Your credit card details are encrypted the moment they are transmitted to our internationally recognised payment gateway.
A customer's credit card details are not stored anywhere on the Internet and the only company who has access to this data is the merchant's bank. The bank also sends confirmation information via the same encryption technology back to the customer's browser. These secure processes provide customers with peace of mind when purchasing online. Some versions of browsers and some firewalls don't permit communication through secure servers like the ones we use to process orders. To check the security of your connection, look at the lower left-hand corner of your browser window after accessing the server - if you see an unbroken key or a closed lock (depending on your browser), then SSL is active. You can also double-check by looking at the URL line of your browser - when accessing a secure server, the first characters of the site address will change from "http" to "https". If your browser or firewall doesn't support SSL, you will not be able to connect to the server, which means you won't be able to mistakenly place an order through an unsecured connection. If you cannot access the secure server for any reason, please place your order by email at sales@blindsonline.com.au
6.2 What kind of information does Blindsonline collect?
We collect information, such as name, email address, phone from you if you make a purchase at our website. Credit card numbers are not held by Blindsonline as the transaction goes through a secure gateway with our internationally recognised banking institution. When registering with My Design Centre, we maintain a record of your product interests and measurements; this information is automatically deleted after 30 days. If you just visit the websites to search, we do not automatically collect any information. The only information we may collect is your email address if you choose to sign up for our promotional material.
6.3 Does Blindsonline share my information with third parties?
We do not sell, trade or rent your personal information to others.However, we do use other companies and individuals to perform services on our behalf, such as company and product research, delivering packages, sending mail and emails and processing payments. They will have access to your personal information needed to perform these services, but we will not authorise them to use your information for other purposes.
7.1 Can I cancel my order?
If you have placed your order and unfortunately need to cancel, this can only be done within 24 hours of the order being placed (the next business day). After this time, your order may have begun the manufacturing process and risks product already being cut. An administration charge of $50.00 will be deducted from your refund for cancelled orders prior to manufacturing. Refunds will be processed within 7 days of written notice of cancellation. Payments will be refunded in the same manner as received e.g. Credit card or Bank Deposit.
7.2 Can I return my order & get a refund?
Unfortunatley as your order has been made to suit your window sizes; we are unable to accept returns for custom made goods, as Blindsonline are unable to on sell them. Returns and refunds are available for products that are not custom made or custom coloured such as a selected range of rosettes and tiebacks, tieback hooks and some hardware. We do offer a satisfactory guarantee to make sure that you are 100% happy with your order.