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Frequently Asked Questions
Here is a collection of often asked queries which may answer some of the questions you may have about Between the Sheets and our Products. If you can't find the answer please call 01380 739234 (0044 1380 739234 from outside UK) or email contact@betweenthesheets.co.uk. Or you can submit a query, request a quotation, ask for a swatch or send us some feedback with our online form which you will find here.ORDERING
How can I order products? I live overseas. Can I order from Between the Sheets? I live in the Channel Islands. Can I get VAT back? How can I pay and what currency am I paying in? Can I change my order? Can I cancel my order? Where is my order and when will it arrive? Will my order be left if I am not in? What do I do if I've not received all of my order or it is wrong? What should I do if I need to return/ exchange something? How long does it take to get a refund? I have a problem ordering on your site. What do I do? Is the Between the Sheets site secure? Will my details be shared with anyone else?BED LINEN QUESTIONS
I'm not sure about my bed size. Can you help? Can you give me guidance on caring for my Bed Linen? I want some special custom made / tailored bed linen. What do I do? What is the difference between an Oxford Pillow Case and a Housewife Pillow Case? How are your Duvet Covers fastened? I'm not sure about terms you use on your site like "fitted sheet", "flat sheet" and the different sort of pillow cases. Have you a glossary of terms?
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How can I order products?
You can order online at any time or you can call us on 01380 739234 (0044 1380 739234 from outside UK). Lines are manned Mon - Fri 8.30 - 3.30. Outside those times you can leave a message with your telephone and we will call you back. You can email your order tocontact@betweenthesheets.co.uk at any time or you can fax 01380 739456 (0044 1380 739456) . To order online click on a price from one of the price grids and the site will ask what colour you would like before adding that item to your shopping basket. I live overseas. Can I order from Between the Sheets? Yes. We ship worldwide. When you arrive on our site you should be in the correct section of the site for your location. Here you will find the correct size bed sizes for your region or country. In the drop down menu you will find the 4 different parts of the site UK and Rest of World, EU, Germany and USA. You can switch from region to region if you wish. I live in the Channel Islands. Can I get VAT back? Yes you can. You wil be charged VAT during the order process. Once we receive your order we will refund your card with the VAT. How can I pay and what currency am I paying in? You can pay with Visa, Mastercard, Delta, Maestro, Visa Electron and Paypal. All payments are processed in GBP British Pounds but you will see an indicator price in the basket in Euros or in Dollars US if that is your local currency. All online card payments are handled directly between the bank systems, safely and very securely. We do not get access to your card details -and neither do the bad guys! We offer 3D secure and would urge you to sign up to 3D secure with your card provider and make all of your online buying much, much safer. We offer customers the ability to pay in their own currency should they wish. Please enquire by email or phone and we will give you a quotation in your own currency based on todays exchange rate. This enables you to know exactly what will appear on your credit card statement including all foreign exchange costs. Alternatively you can also pay via your own paypal account if you have one form any country . Just select " Pay by Bank Credit Transfer " when you order. You can then go to your own Paypal account to arrange payment and they will make the conversion to sterling for you at their elected exchange rate.
You can also pay by Bank Credit Transfer and arrange an electronic payment direct from your own Bank Account or for UK customers by Cheque or Postal Order. Can I change my order? Yes you can but please let us know as soon as you can. If it hasn't been despatched we can usually easily make a change. (Changing custom orders may incurr additional costs.) Once you place your order we swing into action and process your order and get your goods on their way to you as soon as we can. Usually goods are despatched with 1 - 5 working days. (custom orders can take longer). Can I cancel my order? Yes you can cancel your order. Please see full details in Our Terms Where is my order and when will it arrive? We use 2 main methods of shipping goods out to you Carrier or Post. Usually smaller, lighter orders are despatched by first class tracked post to customers in the UK and abroad. Any order over about 1.5 Kg will be sent by carrier. If an order is sent by carrier and you have supplied a live email address you will get an email confirming despatch and supplying a tracking number. Customers may email, phone us at any time for update on the status of their order. Please help us to help you. If you are often away from home please supply us with an alternative address. A work address or a neighbour's address is ideal. Will my order be left if I am not in? Normally most goods sent out by us require a signature. Smaller items will be sent by tracked post and do not require a signature. If there is no-one to sign at your address the postman or delivery person will leave a card. If you request that your goods be left in the porch or in a shed or garage the carrier will try to comply with your request but it is at your own risk. If you are away from home often why not give us a neighbours address or a work address for delivery? What do I do if I've not received all of my order or it is wrong? Please check your order as soon as it is delivered. If anything is not as it should be please contact us straight away. Preferably by phone on 01380 739234 (0044 1380 739234 from outside the UK) or by email contact@betweenthesheets.co.uk. What should I do if I need to return/exchange something? If an item needs to be returned please contact us. If a return is as a result of our error then returns postage will be paid for. If you are asked to return the goods for our inspection/exchange please get proof of postage or use recorded delivery. Please call us before sending. Please see Our Terms for more information regarding Returns and Exchanges. How long does it take to get a refund? If you have paid by card refunds can be made straight away and will appear back on your statement with 1 or 2 days. If you have paid by bank credit transfer we will refund to your bank as soon as you supply your bank sort code and account number to us and you will normally be refunded within 1 working day. If you have paid by cheque we will refund with a cheque. I have a problem ordering on your site. What do I do? Please contact us straight away by email - contact@betweenthesheets.co.uk and we will try to resolve the issue. We strive to offer a problem free ordering environment. However there are a lot of factors outside of our control - e.g. internet links to your bank, your banks policy regarding card payments, 3D secure passwords which can make ordering online a frustrating business. Our system captures your order even if you card fails to go through so there is no need for you to keep trying and failing. We monitor all purchases and will phone or email you the next working day if we can see that for whatever reason your card didn't work. We can then attempt to process your card manually - which normally solves the problem. Is the Between the Sheets site secure? Yes it is. We use Sage Pay the internationally recognised payment processor. They provide a state of the art secure payment processing solution. The point at which you supply your card details is within the Sage Pay secure area and they process your card with your bank within that secure environment. We never see your online card details. Will my details be shared with anyone else? We will never share your details with anyone else - ever.
BED LINEN QUESTIONS
I am not sure about my Bed Size can you help? There are a lot of different bed sizes manufactured and sizes vary from country to country. We manufacture bed linen for any size bed. You will find a large range of sizes shown throughout our web site. If you are not sure about how to measure your bed look at our very helpful Bed Size Guide Can you give me guidance on caring for my Bed Linen? We manufacture all our Bed Linen from the very finest fabrics. To keep your bed linen in tip top condition please read the relevant care instructions. Comprehensive instructions for all our fabrics can be found here. All our bed linen is supplied with care instructions and wash care labels. How are your Duvet Covers fastened? Our Duvet Covers in Silk, Satin,Bamboo and PU are closed with Nylon/Plastic Snap Fasteners. They are hidden in a Double Turn up so they cannot be seen. On Velvet Duvet covers they are visible as part of the design. Our Latex and Leather Duvet Covers are metal snap Fasteners and are visible as part of the design. I want some special custom made / tailored bed linen. What do I do? We are specialists in making tailored made and custom made bed linen for any size or shape of bed to ask for a quotation please click here. Or you can phone us on 01380 739234 (0044 1380 739234 from outside UK) I'm not sure about terms you use on your site like "fitted sheet", "flat sheet" and the different sort of pillow cases. Have you a glossary of terms?Please find below a Glossary of commonly used terms. Fitted Sheet Our Fitted Sheets are fitted and elasticated all the way around the mattress , not just at the corners. This ensures that they fit tight to the mattress. Fitted Sheets up to 20cm - These fit a mattress depth of up to 20cm. We add extra fabric for the "tuck under " the mattress. Fitted sheets up to 26cm - As above but to fit a mattress up to 26cm deep. Pure Silk, Poly Satin are not stretchy fabrics so when measuring your bed be sure not to skimp when measuring your mattress depth.
Want to learn how to fold a fitted sheet? Click Here to View Flat Sheet At Between the Sheets the flat sheet is not just that ! Flat sheets, in all our soft drape fabrics (pure silk, poly satin, velvet,) have fully finished edges and a deep cuff with our characteristic ‘shell’ stitching.
The flat sheet not can be used as an under sheets but as a top sheet drapes over your body to sleep under at night and when purchased ‘oversized ’and draped over your whole bed becomes a ‘bed dressing’ by day, In particular Leather flat sheets, High Gloss PVC flat sheets and latex flat sheets offer themselves as throws for sofas and chairs as well as a top sheet in bed. Duvet Cover
A Duvet cover is a decorative bag into which you put your existing Duvet/ Comforter. Quilted Comforter A complete bed dressing. Comforters are similar to an eidersown in so much as there is a decorative fabric back and front with a fibre filling. Our comforters reach to the floor so cover your bed completely. You do not need to purchase a cover for this item.
Duo Duvet Cover
Is a 2 colour duvet cover. The top side is your main colour choice, the reverse your second colour choice. The top side has a line of our shell stitching across the top of the duvet cover in the contrasting colour. Between the sheets offer duo duvet covers in Satin/ Satin, Satin/PU and Satin /Latex. Pillow Cases Housewife Housewife or Standard Pillow Case are plain with a flap to tuck the pillow in. Oxford Pillow Case An Oxford Pillow case is as housewife style but with a 5cm border all around the edge like a picture frame. Contour Pillow Case Specially moulded and shaped pillows usually made from memory foam. Usually smaller than a conventional Pillow. Do check your measurements with care. The picture on the left shows Oxford Pillow Cases and on the Right Housewife Pillow Cases with a plain edge.
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