Fabric Orders
Fabric orders are dispatched by courier, from our Fabric Warehouse in Ropley, please allow 5 – 7 working days for standard delivery. Fabric samples are sent out by royal mail with a standard £2.95 delivery
charge. We send all our fabrics out on a cardboard roll to avoid creasing. A £15 standard delivery charge is applied to all fabric
orders.

Standard in-stock items
Standard in-stock items are delivered by courier, with a standard delivery time of 3 – 5 working days (excluding fabric – please see above). Please refer to individual product pages for bespoke or pre-order delivery time frames, as these vary. If your order is a mix of in-stock items and pre-order items, we will dispatch your order when when all the items on your order are available.

Bespoke, personalised and made-to-order items
All bespoke, personalised and made-to-order items can be ordered online. Please refer to the delivery time stated on individual product pages as these vary.

What about International Deliveries?

Please note: we are unable to process international orders at present through our website. Please email us and we will then contact you to confirm the details and shipping.

What if I want to return something?
At Susie Watson Designs we want you to be delighted every time you shop with us. We understand however that occasionally you may want to return items. If you aren’t satisfied with your purchase, you can cancel your order at any time within 14 days from the date on which you receive it providing that you return it to us, in its original condition within 14 days from the date on which you cancel, for a refund. Please note, you are unable to cancel and we are unable to refund the items listed below.

1. Unwanted items returned later than 14 days from the date of cancellation of your order.
2. Damaged items not notified to us by email within 48 hours of receipt.
3. All bespoke products including made-to-measure curtains and blinds, upholstery, furniture, bed linen and personalised items.
4. Any orders of fabric by the metre.
5. Bedding which has been opened.
6. Any cut wallpaper.
7. Gift Cards.

This does not affect your statutory rights.

How long will it take to process my return?
Please allow up to 14 days for us to process your return.

How do I return my item?
Returned items must be unused, in perfect condition and in their original packaging. If you would like to return your purchase, please complete the returns form that came with your order. For standard orders in a box up to 60x50x50cm in size and no more than10kg in weight, you can generate a returns label using our online form.
Please note: pieces of furniture, rolled rugs and large or heavy boxes (exceeding the dimensions or weight given above), are NOT included in this service.

Alternatively you can send your order back to us directly including your name and order reference. Returns should be sent to:

Returns, Susie Watson Designs,
59a Thornhill Industrial Estate,
South Marston
Swindon
SN3 4TA

Returnable fabric samples should be returned, including your name and order reference to:

Fabric Warehouse
Susie Watson Designs
Unit 5, Home Farm
Petersfield Road
Ropley
Hants
SO24 0EF

What if I want to exchange something?
We are happy to offer an exchange for an alternative item, providing stock is available – you will need to pay an additional delivery charge to cover carriage for the replacement item. Please follow our returns procedure as above and note on the returns form, the item you would like to receive instead. Once your return is received at our warehouse, our Customer Services will contact you to take the additional payment before your replacement item is despatched.

Can I get a refund if I used a Gift Card?
When items partially paid for with a gift card are returned, the gift card amount will be credited and any extra payment will be refunded to your original payment type.

What if my item is damaged?
Any damages to your order must be notified to us within 48 hours of receipt via email or letter. It will expedite resolution if you are able to include photographs of the damaged items. Please contact our warehouse on warehouse@susiewatsondesigns.co.uk

What if my item is faulty?
If you are returning a faulty item we will deal with your enquiry on a case by case basis. We will of course endeavour to replace the item, however if we no longer stock the item we will either find you a suitable replacement or offer a refund.

Can I return online purchases in-store?
We are unable to offer refunds in-store for any online purchases. Selected items (see below for exclusions) purchased online, may be exchanged for other goods or for a Gift Card, in any of our stores, within 28 days of order despatch. Items must be in perfect condition and in original packaging and accompanied by your order reference.

The following items are not eligible for exchange in-store: Furniture, Fabric & Trim, Wallpaper, Paint and Sale or Seconds items, please follow the returns guidelines above for any of these items.

What if I have a problem with my delivery once it's been despatched?
We hope that all our deliveries will go smoothly and arrive as planned, once despatched. Should you experience any problems with our courier service – please contact our Customer Service Department on 0344 980 8185, as we can usually resolve any delivery issues quickly.

All our fabrics are handmade with great skill and attention to detail at our charming factory in Southern India. We take great pride in our fabrics being manufactured by hand and love the unique quality it gives us. As a result, there will sometimes be some slight imperfections in the fabric; this shouldn't be considered a fault, but be seen as part of its character. All our linen fabrics are completely natural not dyed, this can mean they can fade when positioned in direct sunlight.

Colour Variation
Please be aware that all our fabrics are subject to shade variation from batch to batch, especially those that are hand-embroidered. It is also particularly difficult to represent fabric colours accurately in photography and we therefore recommend viewing a sample before purchase.

Washing & Care Instructions
Following these useful care guidelines will enable you to enjoy our beautiful products and ensure longevity. Fabrics, Trimmings, Curtains & Linen, Cotton and Silk Cushions Our unique fabrics are dyed using natural dyes - our Embroidery and Applique fabrics are lovingly handmade.
Due to the delicate nature of our fabrics, we recommend caring for these products by lightly vacuuming using an upholstery nozzle (soft brush) to prevent a build-up of dust. In the unfortunate event that the fabric gets stained, try to dab the stain as promptly as possible using a dry absorbent kitchen towel or clean cloth. For tricky stains gently wipe clean with a damp clean cloth. To avoid water marks ensure excess water is removed from the damp cloth. If using an upholstery cleaning product, please read the instructions carefully and ensure they are suitable for silk, cotton or linens and always pre-test on a small discreet area. Remember to plump up your cushions regularly to keep their shape and prevent the feathers from migrating!
Although some of our customers gently handwash our plain or striped cotton cushions, we recommend professional dry cleaning only, for all our fabric, trimmings, curtains and cushions. Please choose your dry cleaner carefully and use a reputable company. The quality of dry cleaning varies enormously, we cannot be held responsible for any damage which occurs during the dry cleaning process.

Velvet Cushions
Due to the inherent pile characteristic of velvet, the fabric is prone to leave marks when pressure is applied. The velvet fabric recovers well when lightly brushed with a soft brush. For small, light stains wipe clean with a damp cloth and leave to dry – to avoid water marks ensure excess water is removed from the cloth. After drying gently rub the pile to regain the velvet’s original appearance. Avoid using upholstery cleaning products.

Box Cushions
The beautiful cotton covering is not removable. In the event the cushion gets stained, dab the stain as promptly as possible using a dry absorbent kitchen towel or clean cloth. For tricky stains gently wipe clean with a damp cloth. To avoid water marks ensure excess water is removed from the cloth. If using an upholstery cleaning product, please read the instructions carefully and ensure they are suitable for cotton fabric and always pre-test on a small discreet area.

Chair and Garden Cushions, Table Cloths and Napkins, Oven Gloves, Dog Bed Covers, Nightwear & Bed Linen
Our machine washable products are made from 100% cotton or linen and a small amount of shrinkage will naturally occur. Washing on a high temperature or with a fast spin will cause greater shrinkage. We recommend washing on a delicate cycle at 40 degrees using a non-biological detergent – avoid using detergents containing optical whiteners, bleaching agents or enzymes - these can damage fabrics causing fading and patch marks. Always separate light and dark colours before washing to avoid colour transfer. For best results remove immediately from the washing machine and reshape whilst damp. Line dry to reduce creasing. Creasing is inherent in natural fabrics, hence why it is important to remove it promptly when using washing machines. For best results iron whilst slightly damp using a steam iron.

Aga Covers
For best results we recommend hand washing separately in warm water using a gentle, non-biological hand wash detergent. Ensure the detergent is fully dissolved before placing the Aga cover into the water. For stubborn stains leave to soak, rinse well and gently wring to remove excess water. Dry flat on top of the Aga lid and steam iron to remove any creasing and regain its original shape.

Handmade Quilts
Our quilts are lovingly handmade and incredibly special but they are delicate and need to be treated with care. Designed to be used with a flat sheet or duvet underneath, they do not need regular laundering. When cleaning is required, a quilt should be launderette washed and tumble dried, alone at 30°/delicates. Please note domestic appliances are not large enough and washing or drying with other items, even in a large drum may cause damage. Our linen quilts are tightly packed for protection during transit, which may result in temporary creasing. We therefore recommend a gentle steam iron press, once unpacked and in position on your bed.

Throws
Our collection of throws is 100% wool. We recommend using a reputable dry-cleaning company with expert knowledge of natural fabrics and dyes.

Rugs
Our rugs are beautifully hand-woven. We recommend vacuuming regularly to keep them clean and to remove any loose fibres. For more thorough cleaning, we recommend you use a professional rug cleaner.

Upholstered Sofas & Chairs
We recommend caring for upholstered sofas and chairs by lightly vacuuming using an upholstery nozzle (soft brush), and paying attention to pleated or folded areas. Regular gentle vacuuming prevents a build-up of dust, which reduces the need for professional cleaning. When cleaning is required, we recommend you use a recognised professional upholstery cleaning company. Our sofa legs are made from wood. To care for them we advise dusting regularly with a clean cloth. Avoid using polishes that could damage the wood and stain the fabric.

Sun Damage
All reverse-printed linens and cottons will fade if left in direct sunlight over time, although modern glass is often UV-protective which will help. Window seats are particularly vulnerable and can be a challenge for paler colours. To avoid fading, do not leave outside for long periods, when not in use. The natural linen we print on will fade in direct sun. blinds should be kept well up during the day to avoid this and curtains pulled back.

Furniture that Belongs from the Beginning
Our beautiful furniture is hand-carved by skilled craftsmen in Rajasthan using traditional techniques that go back many years.

One-of-a-Kind
Each piece of our furniture is inherently unique, no two legs will be identical. These tiny differences and imperfections make handmade furniture so much more beautiful, give it lasting value and add to what we believe makes every piece, a work of art.

Natural Wood
Our furniture is made of acacia wood which is a sustainable hardwood. It is robust, very dense and heavy. The final treatments used create our beautiful pale finish which will gradually mellow over time to a pale honey colour. Direct sunlight will accelerate the process and result in a deeper colour.
Wood is a natural product and every piece will be a little different. This adds enormously to the individuality and character of the piece and whilst the furniture will all sit well together it will never match exactly.
Acacia wood often cracks and splits a little with age. This is considered a natural feature of the wood, adds character and should not be considered a fault. Wood will continue to settle for some time and may be affected by changes in temperature and atmosphere. This can cause small cracks to open up between wide planks and joints. This is unavoidable in some conditions and if required these cracks can be filled successfully once the piece has settled. This should not spoil the overall look or performance.

Sustainable Wood: Mango & Acacia
Our mango wood pieces are created from sustainable mango wood. The Mango trees are initially grown for their fruit, which is harvested over several years before being felled. This enables farmers to rotate their crops and provides a supplementary source of income. Acacia wood is a hardwood and also rot-resistant, which makes it an excellent choice for furniture. It grows incredibly quickly, sometimes averaging as much as an inch a day in growth in some parts of India, which makes it a sustainable and regenerative wood source.

Furniture Care

• Spills should be removed immediately using a clean cloth to prevent staining. Watermarks will leave a stain on wood if not wiped up fairly quickly.
• To maintain the appearance of your furniture, we recommend regular dusting with a soft cloth. Our dining tables can be wiped after every use with a clean cloth and dampened with a mild soapy solution.
• A furniture polish suitable for solid wood, such as a good-quality Beeswax, can be used from time to time. Do not use vinegar, lemon juice or any harsh or abrasive cleaning products.
• If your furniture becomes badly stained, scratched or chipped, or suffers other damage we recommend professional help is sought to restore it.

Garden Furniture

• The joy of teak is that it may be left outside all year long. Over time, the colour of the wood will gradually fade to grey. For a more pristine look, teak garden furniture can be given a yearly Spring clean followed by an application of Teak Sealer, if required.
• Weathering of iron furniture will occur over time as the item is exposed to natural elements, this creates an attractive, mellow vintage look. If you prefer a more pristine look, we recommend regular cleaning and occasional repainting.
• To prolong the life of an Acacia wood deckchair/footstool frame and to protect the cotton covers from fading, do not leave in direct sunlight for prolonged periods when not in use and store under cover.

Installation & Delivery
Please note that it is your responsibility to make sure the furniture will fit! Please take care to measure carefully when larger pieces are to go upstairs.
Our delivery men are helpful, careful and strong but whilst they will do their absolute best to avoid damage they cannot take responsibility for slight damage caused by attempting to move large pieces of furniture up small staircases.
If it is not possible to get a piece into a position, we cannot be held responsible and there will be a small restocking charge to cover taking it away.