FAQs

A. Pre-Purchase Questions (Most Frequent)

1. Product Basics

Q1: What are Custom Curtains, and How Do They Differ from Ready-made Ones?
Custom curtains are tailored to your exact window measurements, fabric choice, and design preferences (e.g., style, liner). Ready-made curtains come in fixed sizes and limited styles.

Q2: How Long Does Customization Take?
Production typically takes 3–5 business days. Rush service (2-day turnaround) is available for an additional fee.

Q3: Can I Get Fabric Samples Before Ordering?
Yes! You can order fabric swatches to check the color and texture in your own lighting.
Samples delivery time is 3–5 business days.

B. Measurements (Most Critical)

Q4: How To Determine Size For Shade?
Please follow our shade measurement guide. The same guidelines apply to both Roman shades and bamboo shades.

Shade measuring instruction → visit here
Shade measurement finder → visit here
Know different headrail size → here

Shade measuring instruction → visit here
Shade measurement finder → visit here
Know different headrail size → here

Q5: How To Determine Size For Drapery?

Drapery measuring instruction → visit here
Drapery measurement finder → visit here

C. Customization

Q6: How Do I Choose the Products I Like?

For Drapery:

How to select drapery header → visit here
How to select drapery liner → visit here

For Roman Shade:

How to select Roman shade liner → visit here
Different Roman shade styles → visit here

For Bamboo Shade:

How to select bamboo shade liner → visit here

Order Help

Q7: How to Order?

Just follow these easy steps:

Customize Your Product: Select your desired product and fill in all options (color, size, lining, etc.).
Add to Cart: Click “Add to Cart”.
Confirm Your Order: Review items, adjust quantities, then click “CHECK OUT”.
Enter Shipping & Payment Details: Provide shipping address and payment info.
Place Your Order: Click “Pay now”.

You will receive an order confirmation email and tracking details.

For assistance, contact our support team at: service@neutralcurtains.com

Q8: Order Cancellation Policy?

Order Cancellation Policy → visit here

Shipping & Delivery

Q9: Shipping Time (Customized Drapes Lead Time)

Standard shipping: 10–12 days
Express shipping: 3–7 days

The shipping time on our website is a guideline and represents the time frame that 95% of orders are filled within.
If you need products by a certain date, please contact us at support@texturecurtains.com to confirm.

Once orders are shipped, you will receive a tracking number.

Q10: Countries We Ship To

We ship worldwide. For more details, visit our Shipping Policy page.

Orders & Returns

Q11: Track Your Order

Once the order is picked up by the carrier, you will receive an email with the tracking number.
You can track your order here → Track Order

Q12: Returns

Fabric swatches and sample booklets are not returnable.
For more information, please visit our Return & Refund Policy page.

Q13: Return Time Limit

Any reasonable return request will be accepted within 30 days of receipt.
If products are defective, please contact us within 7 days of receipt at support@neutralcurtains.com with photos and shipping label proof.
We will inspect and if confirmed defective, we will offer a full refund, repair, or replacement.

All returned items must be unused and in original packaging.

Q14: Refund Limit

After we receive and inspect your return, we will process a refund or replacement at our discretion.

Refunds are issued within 3–10 business days after confirmation.

Q15: Price Adjustments & Discount Refunds

Prior purchases are not eligible for price adjustments.
Prior purchases are not eligible for discount refunds.

Q16: Lost Packages

We do not offer refunds for lost packages, but we will send a replacement instead.

Payment

Q17: Customs Duties

Customers are not responsible for import duties.
If you are charged any customs fees, please contact support@neutralcurtains.com

Q18: Cancellation

Orders canceled within 12 hours (workday) of payment confirmation are eligible for a full refund.
Orders canceled after production begins will incur a 25% cancellation fee.
Orders cannot be canceled once shipped.
Made-to-order products that have already been shipped cannot be canceled.