Terms & Conditions

1. Consultations and measuring

Cloth & Elm offers an initial consultation free of charge to discuss your requirements, fabric choices and design preferences.

Measuring is included in our quotation and will be carried out where required as part of our service.

Any additional consultation visits requested after the initial consultation will be charged at £50 per visit. We will confirm this charge with you before arranging an additional visit.

If you make changes to your requirements that necessitate additional measuring or site visits, we will advise you of any applicable charges in advance.

2. Quotations and order confirmation

All quotations are based on the measurements, materials, designs and specifications agreed at the time of quoting.

To proceed, accept your quotation by email or return the completed acceptance form. Please include the quotation reference and date.

Please check the fabric, design, measurements and pricing before accepting. This does not transfer responsibility for our measurements or professional advice to you.

We will send your initial payment invoice with bank details and a payment reference. Once your acceptance and cleared 50% initial payment are received, we will confirm your workroom booking in writing.

Any subsequent changes to your order must be agreed in writing and may result in additional charges or changes to the estimated completion date.

3. Deposits and payment

An initial payment of 50% of the total agreed order value is required before materials are ordered or making begins. It is credited against the total price. Cancellation and refund arrangements are set out in section 8.

No materials will be ordered or cut, and no workroom slot will be confirmed, until your deposit has been received as cleared funds.

The remaining 50% balance is payable on delivery and inspection of the completed items, as stated in your quotation.

We will let you know when your order is ready and arrange delivery and inspection. Your final invoice will show the balance due and payment details.

Inspection at delivery does not limit your rights to report a fault later or to withhold a reasonable disputed amount where the law permits.

Cloth & Elm is not currently VAT registered, and VAT is not charged on our quotations or invoices.

4. Bespoke and made-to-measure products

Our bespoke products are made specifically to your agreed measurements, fabric choices and design requirements.

Please ensure that all order details are correct before confirming your quotation.

Due to the bespoke nature of our products, changes may not be possible once materials have been ordered, cut or production has begun.

Where changes can be accommodated, any additional costs and revised completion dates will be discussed and agreed with you in writing before proceeding.

5. Customer-supplied fabrics and materials

If you supply your own fabric or materials, please agree their suitability and the required quantity with us before purchasing or delivering them.

We will advise you if we identify any concerns regarding fabric suitability, quality or quantity before commencing work.

We cannot guarantee the inherent colourfastness, shrinkage or other characteristics of fabric supplied by you. We remain responsible for using reasonable care and skill in our advice and in handling and making up your materials.

Any additional costs arising from insufficient or unsuitable customer supplied materials will be discussed and agreed before further work is undertaken.

6. Lead times and workroom bookings

Your quotation will state the estimated lead time and any agreed delivery date before you accept. Please tell us before acceptance if a particular date is essential.

Workroom slots are allocated only after your written order confirmation and cleared deposit have been received.

We will distinguish estimated dates from agreed deadlines. An estimate does not remove your rights if delivery is late or work is not completed within a reasonable time.

Lead times may be affected by fabric availability, supplier delays, changes to your order or circumstances beyond our reasonable control.

We will contact you promptly if a delay arises, explain the reason and discuss a revised timetable. Your legal remedies for delay, including cancellation where applicable, remain available.

7. Fitting, installation and delivery

Measuring and delivery are included in the quotation total, with any separate delivery charge itemised. Fitting and installation are included only where expressly stated and priced in the quotation.

Where fitting or installation is required, this will be quoted separately and agreed with you before any arrangements are made.

If fitting or installation is undertaken by an independent third party, we will make clear who is responsible for providing that service.

Where installation is carried out by Cloth & Elm or on our behalf, the work will be performed with reasonable care and skill.

Any additional work required due to unforeseen site conditions will be discussed and agreed with you before additional charges are incurred.

8. Cancellations and refunds

To cancel, please contact hello@clothandelm.co.uk as soon as possible, quoting your order reference. You may also notify us by another clear statement; a particular form is not compulsory.

Where a statutory cancellation right applies, we will provide the relevant cancellation information and model form before you accept. Stock hardware and separately contracted services may have different cancellation rights from bespoke goods.

Goods made to your individual specifications, such as made-to-measure curtains, are generally exempt from the 14-day change-of-mind cancellation right. This does not affect your rights if goods are faulty or not as described.

If you cancel where no statutory change-of-mind right applies, we may retain or charge only a reasonable amount for losses directly caused by cancellation, such as unrecoverable materials and work already completed. We will explain any deduction.

We will take reasonable steps to reduce our losses, account for any costs saved or materials reused, and refund sums we are not entitled to retain. The 50% initial payment is not automatically forfeited.

If Cloth & Elm cancels your order and you are not at fault, we will refund payments for goods or services that will not be supplied, subject to your statutory rights.

Nothing in this section affects your rights where products are faulty, not as described or where services have not been carried out with reasonable care and skill.

9. Quality, natural variations and aftercare

We take care to ensure that all products are made to the agreed specifications and finished to a high standard.

Minor natural variations in colour, texture, weave or pattern can occur. We will discuss any material limitations before you order. Goods must still match their description and any sample to the extent required by law.

Where appropriate, we will provide relevant care and maintenance information for your finished products.

If you have a concern or complaint, contact hello@clothandelm.co.uk or call 07470 385941 with your order reference and details. Photographs can help us assess a problem, but are not a condition of your legal rights.

We will review the issue and arrange an appropriate remedy in accordance with your statutory rights.

10. Liability and statutory rights

Cloth & Elm will provide its products and services with reasonable care and skill and in accordance with the agreed quotation.

We are not responsible for issues arising solely from inaccurate information or measurements supplied by the customer, defects inherent in customer supplied materials or alterations undertaken by an unrelated third party, except to the extent that we are legally responsible.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Your statutory rights under the Consumer Rights Act 2015 and other applicable consumer legislation remain unaffected.

These Terms & Conditions are governed by the applicable laws of the United Kingdom, subject to the mandatory consumer protections that apply to your contract.