ORDERING and DELIVERY

Do you process my order immediately?     
Yes, in order to guarantee the best delivery time of one week.

How long will it take to receive my order?      
Delivery of VELUX Blinds is effected within 7 days from date of your order. Please allow for weekends and bank holidays. Delivery of ITZALA Blinds is effected within 10 working days of date of order. Please allow for weekends and bank holidays.

How can I check the status of my order?      
You are welcome to write to us at customerservices@itzala.com and we can give you the DHL/TNT shipping number.

I have a Roto/Wickes/Loftshop window - do your blinds fit?   
Sorry, we do not manufacture blinds for these types of window.

I have a Keylite window - do your blinds fit?     
The ITZALA Blinds fit Keylite windows, but you will have to measure the internal dimensions of the pane and send us a mail about it so we can help you identify the correct blind.

I need a special size blind making - can you help?     
Sorry, we do not make any special size orders.

MODIFICATIONS and RETURN

Can I change or cancel my order?       
You may change or cancel your order within 24 hours if you wish. 

I do not like the blind I ordered. Can I return it?     
Yes, you may return the blind to us at your own expense. We will then refund the full purchase price, assuming there is no damage to the goods.

I received damaged blinds. What shall I do?      
Please report this to customerservices@itzala.com. If possible please can you include a photo of the damage - we can then pursue our own claim with the delivery company. We will immediately send you a replacement.

The blinds I received do not fit. What shall I do?     
Please report this to customerservices@itzala.com. If possible please can you check the product code on the plate at the top of the open sash against that of your order and report what it says to us.

How do I measure my window?        
For a perfect fit, we need the reference on the nameplate at the top of the window. Please see the detail on how to find this reference on our website by clicking here.

If I need samples, can you help?       
We supply samples only for genuine VELUX blinds. When you select a colour from the available choices you can add as many samples to your shopping basket as you like. Samples are posted from Denmark and there is an administrational fee of £1.00 & VAT per sample.

I have the intention of sending the blinds back. Can I get a full refund?  
Yes, you may return the blind to us at your own expense. We will then refund the full purchase price, assuming there is no damage to the goods.

PAYMENT  

When will you charge my credit card?       
Your credit card it charged at the point of despatch. With regard to VELUX Blind orders this is within 48 hours, and with regard to ITZALA Blinds this is 5-6 days after ordering.

I do not have a credit card. Can I pay by cash?     
Sorry, but we have no facilities to handle cash or cheques.

Will I receive any kind of order confirmation?      
Yes you will receive an order confirmation as soon as you place the order. Please be sure to write in the correct email details when ordering.

Will you give out my personal information?      
No, we never will do that. You can read our privacy statement at the foot of our web pages.

Are the transactions secured?        
We have a highly secure website running 128 bit encryption. Read more about it by clicking on the "secure transactions" section at the foot of the page.

If I return my blinds, when can I expect my refund?     
We credit your card as soon as we receive the blinds, following which the bank normally takes 3-4 days to process this payment into your account.

I have problems with paying with my Maestro card.    
Unfortunately if the payment is rejected it is because your bank chooses to do so - we can not affect it.

TECHNICAL 

How do I measure my window?        
For a perfect fit, we need the reference on the nameplate at the top of the window. Please see the detail on how to find this reference on the website by clicking here.

Where can I find installation instructions?      
Normally the installation instructions are in the pack you received with your blind. You can also view and download all fitting instructions and the ITZALA animation movies by clicking here.

How do I contact your customer service?    
Just email us at customerservices@itzala.com

My blinds are not functioning perfectly. What shall I do?    
If there is a problem with your blind please mail us and describe the problem. If it is faulty we will exchange it without question. If you can submit a photo please do so.

How can I clean my blind?        
You should clean your blind using a lightly dampened cloth with a mild soap solution.