Order Process and Related Questions Answered

How to place your order with us at Autumn Down.

At your leisure browse though our website by clicking on the menu across the top of the page. Select your product, size and quantity and select ok. These items will now be added to your shopping basket. 

If you know exactly what you are after, click on the search button and type in your required product. Click on the size and quantity and these products will be added to your shopping basket.

When you are happy with your selection, click on the “Checkout” button and follow the simple instructions. Your contact details and delivery instructions will be requested follows by our secure Sage Pay checkout process.

If you would like to use our services for bespoke soft furnishings, please email us at enquiries@autumndown.co.ukor call us on 0208 331 0888 Monday-Friday 9am-5pm where we will be happy to take your order or assist you with advice.

If you have any questions or difficulties placing an order, again please call us on 0208 331 0888 Monday-Friday 9am-5pm and Saturdays 10am-1pm where we will be happy to assist and advice you. Outside of these times, if you have an urgent questions or requests, please email us at enquiries@autumndown.co.uk. We do receive emails promptly and will respond via email or telephone as appropriate as soon as we can. 

Can I choose a different delivery address?

Yes you can choose to deliver to a different address from your invoice address however, if it’s the first time you are placing an order with us we will call you to confirm this for security purposes. After this time, just log into your account where your details will be stored and just select which delivery address you would like your products to be delivered to.

Can I place an order over the phone?

Yes you can.Please call us on 0208 331 0888 Monday-Friday 9am-5pm.

Do I need to set up an account to place an order?

Yes when you place your first order an account will be set up and then every time you return your invoice and delivery details will be stored to make plaing an order as simple as possible for you. Your card deatils are not stored on our system for security reasons. 

Can I change my order?

If you find you need to change your order please contact us immediately on 0208 331 0888Monday-Friday 9am-5pm. It depends on what stage the order has got to. As long as it hasn’t despatched we will try our best to amend it accordingly. We do try to get your goods to you as soon as we can so the packing process is very short. Please contact us as soon as possible.

For bespoke orders, you can change your order up until we start production of your item. As long as the item is not cut and production started, we can change the design if need be.

Can I cancel my order?

If for any reason you wish to cancel your order you can do so up until it is at despatch stage. Please contact us immediately on 0208 331 0888 Monday-Friday 9am-5pm. As long as the order has not been despatched we can cancel it for you. If it has been despatched then unfortunately it will be delivered and you will incur the delivery cost. The goods will then have to be returned to us n line with our returns policy. Please see our terms and conditions for more information.  

For bespoke orders, orders can be cancelled as long as the product has not begun production. If the product has been cut to size, it cannot be cancelled or refunded (please see terms and conditions for more details). We will always try our best to accommodate wherever we can so if we can save extra costs being occurred, we will always try for you. Please call us immediately on 0208 331 0888 if this is the case.

Can I place international orders?

Yes, we can ship a product anywhere in the world however, delivery costs are calculated according to the weight of the product. So every order outside of the UK will need to be priced according to your requirements. For overseas orders please call +44 (0) 208 331 0888 to check delivery costs and place your order over the phone. Orders can only be accepted in sterling and VAT will be charged within the EU at the prevailing rate. Orders outside the EU will be exempt of VAT

 Please note if your credit card is in any other currency, the exchange rate will be that of your card issuer and you may be charged an international fee by them. Local import duties may be payable on receipt of goods. Delivery charges will be dependent on weight of parcel to your destination address.