Customer support and FAQs

Some fabrics, especially natural fibres, can crease more easily. Don’t worry, these creases will smooth out naturally over time as you raise and lower the blind.

If your Roman blind begins to hang unevenly, simply re-tie the cords at the back of the blind. To do this, locate the cords at the rear of the blind, then detach them from the fabric by opening the plastic clips. With the cords detached, lower your blind as far as it will go. When there is no slack left in the cords, re-tie any that are too long, making sure they are all the same length. Reattach the cords at the back and you’re finished.

If your Roman blind isn’t working and there are loose cords at the back, the child safety device may have been triggered. To fix it, simply reinsert the small plastic loop that’s on the cord into the plastic fitting on the back of the blind.

If your Vertical blind’s louvres won’t rotate, there are two easy fixes to try. First, reset the hooks. Unhook all the louvres, then use the wand to turn the hooks to the side-on position. Reattach the louvres, and they should rotate normally. If there’s still an issue, you need to align the hooks. Remove the louvres again and using the wand, turn the hooks in one direction until they are all perfectly aligned. If they don’t align, try turning them in the opposite direction. It’s normal to hear a few clicks as you adjust them but don’t worry, your blind is made from high-quality materials and won’t break.

If your slats aren’t tilting, check the connection. Remove the blind from its brackets and look inside the top part (the cassette). Find the long rod running across the blind—it should be connected to the mechanism on the side with the wand or cords and it might need reconnecting. With the slats open and level, pop it back in. For Wooden blinds, you also need to check that the cords are hanging at the same length before you reconnect the rod.

If your blind is stuck, it may be due to a jammed cog inside the headrail. Remove the blind from its brackets. Find the cog – it’s where the cords enter the headrail. Loosen the jam by gently nudging the cog with a fingertip or pen until it moves freely. Once you place the blind back on its brackets, it should lift and lower as normal.

The cords on our Pleated, Wooden, and Faux Wood blinds have plastic breakaway consolidators for child safety. These small, tassel-like pieces are designed to come apart under pressure but are easy to reconnect. Place the cord back inside one half of the consolidator, making sure the knotted ends are fully inside. Click the other half of the consolidator back into place.