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- How long does it take for my order to ship?
- Can I change my shipping address/color/size?
- Why I didn’t receive an email about my order shipping?
- Can I cancel my order?
- How to change billing address?
- What should I do if I didn’t get a confirmation email?
- Do you support customization if I can’t find curtains I want?
- Shipping Info
- Where are your warehouses?/Do all of your items ship from US?
- How long does it take for me to receive my order?
- I still haven’t receive my parcel. Where is it?
- Why was my package returned?
- Why did the attempted delivery fail?
- Why hasn’t my shipping info been updated?
- Why is my package status showing delivered but not delivered?
- What if I am not at my shipping address?
- What if I don’t want it because of the customs taxes?
- Tips and suggestions for Shipping Addresses
- Why it shows that my tracking number is invalid?
- Return Policy
- Our Guarantees
- How long does it take to get my refund?
- How can I return items?
- What should I do if my refund is not right?
- What should I do if I received a wrong/defective/stained item?
- What items cannot be returned?
- Why didn't I get my full refund?
- Is there any extra fee besides purchase?
- Why was my payment declined?
- Why is it necessary verify my payment of my order?
- How to pay with points?
- What payment methods do you accept?
- Can I use more than one coupon/offer at a time?
- Do you offer a wholesale discount for bulk buying?
- How long does it take to get back the points after cancellation?
- Can you refund the price difference for a discount item?
- What should I do if my promotion code isn't working?
- How to use the Promo Code?
- Can I use one more than one Coupon Code at one time?
- How to check how many points I have?
- Copyright Notice
- Contact Customer Service
- About Us
- Where can I find your newly arrived products?
- Will the color look different from the computer screen?
- How to measure for my curtains correctly?
- Is it difficult to install the window treatments myself?
Brillcurtains.com always regards customer satisfaction as top priority. Our dedicated Quality Control and Quality Assurance Teams will inspect your items before they are packed and sent. Our product quality is guaranteed, but sometimes mistakes happen, and a return or an exchange is necessary. If you are not satisfied with your purchase, please refer to our cancellation policy and return policy.
Regarding the problems not mentioned below, please email to [email protected] including an explanation and photographs stating the reason for your request.
All of our products can be canceled until they are shipped. If your order is unpaid, you can easily cancel your order by yourself. If your order has been paid, you can contact our customer service to cancel your order. Once your order has been shipped, it can no longer be canceled. All orders are considered firm. We cannot guarantee any request to cancel or modify an order once production has already begun. There are no order cancellations accepted once production has begun on any custom or specialty products (items that are not a stock size).
Cancellation before payment
a. Log into "My Account" and click on "My Orders".
b. Click on the order number that you would like to cancel.
c. Click on “Delete this order” and confirm that you want to cancel it.
Cancellation after payment
Please note that we may offer a corresponding cancellation policy or solution to customer’s inquiries based on the different product categories.
a. Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
b. Orders canceled beyond 24 hours after payment confirmation will be eligible for a full refund consisting of full shipping cost and 100% of the product purchase price.
c. Once your order has been shipped, it can no longer be canceled.
We encourage you to go on a thorough check-up when you receive the package and make sure whether the items are the ones you have specified. If you are going to exchange/return the product, please make sure that they are in the original condition, unused, undamaged and in original package.
a. Items without original receipts or gift receipts.
b. Items that have been used/stained/damaged caused artificially.
c. Customized products cannot be returned or exchanged.
Return a DOA (dead on arrival) item
If the item arrived broken/defective/damaged/different, or was lost, please contact us within 14 days from the delivery date and follow the procedure for the 14 Days Product Guarantee.
a. You are eligible for a partial/full refund or exchange (accessories excluded) if we shipped you a defective, damaged or mis-shipped item. For lost items, we will reship for you if it’s in stock. Or else you will get a refund.
b. If you believe your item was damaged during shipping, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.
c. If the item has a high value, we may ask you to return it. Please include all of its accessories, like hooks, rings, etc in the returned parcel. If an accessory or component is missing, we will ask you to pay for it. Buyers will be responsible for all the return shipping fees.
60 days conditional return
If you are not satisfied with your purchase and the product is still in brand new conditions, we can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees.
If you find the product damaged, please refer to our 14 Days Product Guarantee or the warranty of its category. The return package should contain all the accessories of this product, which should still be in good condition.
After 60 days from delivered
We will not accept requests for a refund or a replacement after 60 days from delivery.
Please contact our customer service representatives for more information.
3、What should the customer do to return the defective item to Brillcurtains?
Please contact our Customer Service to receive the return shipping address and other instructions before returning a defective item. Brillcurtains will not be responsible for returned item(s) without notifying us in advance.
Below are some further suggestions and important reminders:
a. Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;
b. After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
c. Refunds will be arranged to the same payment method you used to place this order. All the intermediary handling fees and bank processing fees will be at the customer's expense;
d. You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request;
e. If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones;
f. We can arrange a refund or a replacement of the product after receiving the defective item;
g. Please place a note inside the return package by including the following details (this will accelerate your return request);
h. If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.
The info You should write down in you note:
a. your order number;
b. the product ID or name and the quantity;
c. a short description of the problem occurred with this product.
a. Once your request has been approved, our customer service will offer you the return address (not the location address or the parcel address).
b. Please send the item back to the return address as soon as possible and then send us the tracking number.
c. Items received unused, undamaged and in original package. All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned.
d. We reserve the right not to process the refund if your request not be approved or items returned in unacceptable condition.
4、How Long dose it take to get the refund?
Once we receive the returned items, it will take up to 7 days for us to process the refund. The refund will return to your account depending on the method of payment.
If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 10-30 business days.
If you would like us to refund the amount to your PayPal account, it will take 2-7 business days.
Any purchase on Brillcurtains.com indicates that you have read, understood and agreed with our Cancellation & Return Policy stated above. Brillcurtains reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the forum or the relevant section of our help center.