FAQs

PRODUCTS

Q. Can I order commercial quantities for my hotel, motel or other accommodation?

Q. What is the difference between an Eyelet and a Pencil Pleat?

A. Pencil Pleat curtains are gathered at the top to resemble a row of pencils laid side by side.  The pleats are created by pulling the cords on the special gathering tape at the top of the curtain and tying off the ends of the cord.  Pencil Pleat curtains can be hung on either tracks or poles.

Eyelet curtains are only for use on a curtain pole and have a row of metal eyelets instead of gathering tape.  The effect is a softer, wider fold.

Q.  Are there any limitations to the size I can order?

A.  We provide a huge range of up to 55 additional sizes in our custom made service, however there are some limitations due to fabric weaving widths.   In pencil pleat curtains we can cover up to 430cm track width.  In eyelet curtains we can supply up to 520cm of track width.   *Note there are some exclusions to this on the Mikano design.

Q.  Will there be joins in my curtains?

A.  It depends what size you buy.  Some curtains may have a join but each piece in the pair will be identical.

Q.  I am changing my size, but sometimes the price doesn't change.  Why is this?

A.  To avoid too many joins in curtains, we make using a full width, a half width, or multiples of fabric widths.  This means that one width of curtain can cover a range of track widths, but still be the same price.  Regardless of how wide the curtain is that you receive, you gather it to the width of your track.  Some curtains will be fuller, and others less full.

Q. Can I wash my custom made curtains?

A. Each curtain will come with a wash care label.  Please follow these instructions carefully.  Some may only be able to be hand washed with care.   

Q.  I'm not happy with my purchase, or I’ve made a mistake on my order - what should I do?

A.  As our curtains are custom made from the information you give us, we cannot offer any exchanges or refunds unless the goods are faulty or damaged.  To help you make the right choice, samples of all the products are available in all Briscoes stores for you to view and select your colour and design, and we also have a "how to measure guide" on our website.    Our friendly customer service team are also available Monday through Friday 9am to 4pm to help you with any questions or advice you might need before placing your order.  If you think you’ve made a mistake with your order, please contact us as soon as possible as we may be able to make changes within 48 hours of receiving your order.  This depends on order processing timelines however.
 

Q. Can I use Briscoes Gift Vouchers to pay for my custom curtains?

A. No, unfortunately the Briscoes Gift Vouchers are not redeemable for this custom curtain service.

Q. My product is faulty - what should I do?

A. Under the Consumer Guarantees Act you are entitled to have your product repaired, replaced or refunded if the goods are faulty.   All products supplied to Briscoes customers by Caprice NZ Ltd are tested to international standards.

If you find a fault with your purchase, please contact us within 10 days of receiving it.  Please state your order number and a clear description of the problem.   Click here for contact details.

Q. Can I use Briscoes Gift Vouchers to pay for my custom curtains?

A. No, unfortunately the Briscoes Gift Vouchers are not redeemable for this custom curtain service.
 

ORDERS

Q. What happens if my curtains arrive and they are the wrong size because I got my measurements wrong?

A. No refund will be provided if the curtains supplied are the same as you ordered, within our standard tolerance of plus or minus 1cm.  Please ensure you have your measurement 100% correct before you place your order.

Q. What methods of payment can I use online? 

A. We accept Visa, MasterCard, or payment by direct credit online.

Q. Can I purchase in ways other than online?

A.  Yes you can.  You can send us your order by mail, fax, or email by completing the order form on the in-store brochure.   Or you can download an order form right here.  You can fax your order to 09 478 7333, post it to Caprice NZ Ltd, PO BOX 100-400, Auckland 0745, or email it to briscoes@customcurtains.co.nz

Q.  Do I receive the same discounts and special promotions on Custom Curtains as I do in-store?

A.  No.  Custom curtains will have the similar promotions and special deals as advertised in-store.  So when Briscoes have 50% off all curtains in-store, it is likely that Custom Curtains will have the same or similar discount.    This offer does not apply to one off promotions of designs, the discount applicable must be across the entire curtain range. Example: if a design is offered at $99.00 all sizes, this does not apply to that same design as a custom size curtain.

However just like buying in-store, you must purchase and pay for the goods within the dates of the promotion.     You can do this anytime of the day or night, by purchasing with a credit card online.

If paying by bank deposit, please make allowances for your banks processing times.  Your payment must be received by us within the dates of the store promotion for the discount to be valid.  

If you want to pay by credit card over the phone, we can only process your payment during office hours 9.00am - 4.30pm Monday to Friday.  Please consider this in the context of the promotion dates.     

If you want to take advantage of an in-store promotion but require a quotation before you order, then please note this may not be possible in the event of a one day sale.   This is due to the lead-time involved in preparing the quote, receiving your confirmation, and processing your payment.     
 

DELIVERY

Q. How long will it take to receive the curtains once I have ordered and paid?

A. The standard delivery time is approx. 8 weeks. If you order online you will receive an email confirming once the goods have been despatched, with a tracking number should you need to trace the delivery.

Q. I'm accessing this site from outside New Zealand.  Can I still place an order?

A. Yes, but only if the delivery address is within New Zealand. At this stage we do not deliver outside of New Zealand.

Q. Why can't I use a P.O. Box as my delivery address?

A. We are committed to making sure that each delivery reaches the right person in a timely fashion. We need to deliver to a home or work address where someone can sign for the delivery. Therefore P.O. Boxes are not an option.  However if you are ordering by post, email or fax you can have the order sent to your nearest Briscoes store (see the order form for details).

Q. Can I track my order?

A. Once your order has been dispatched you will have received an email that contained a tracking number and name of the carrier, you will be able to use the carriers website to track your order.  If you are having any difficulties, please contact us directly and we can assist you.

Q. Can I pick up my order from my local Briscoes store?

A. Yes you can, please ensure you choose this option when you are placing your order.  

Q. Who delivers my order?

A. Online orders are delivered using courier and require a signature upon delivery so they can be tracked.  If you were unavailable to sign for an item when our courier called, we will leave a Card to Call at the delivery address.  This card details when the delivery was attempted, the item number and what you need to do to have the items re-delivered.

Q. My product has been damaged during delivery - what should I do?

A. If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as we will need to inspect it. Please contact us and we will organise the return of the product for inspection and will rectify the situation as soon as possible.  Click here for contact details.