Before your appointment >
During your appointment >
Information about your order >
General FAQs >
Before your appointment
When will I be able to book an in-home appointment?
You can now request an appointment with your local advisor click here. There may be limited availability in some areas.
How do I rearrange my appointment if I feel unwell?
If you feel unwell, or you or someone in your household has any symptoms of Coronavirus, we ask that you call us on 1800 882 917 to rearrange your appointment.
I am self-isolating can I book an appointment?
For the welfare of our colleagues, we will only be carrying out in-home appointments where we can safely do so. If you, or someone in your household is vulnerable or is experiencing Coronavirus symptoms, please contact our customer service team on 1800 882 917 for further advice.
During your appointment
What protective clothing will the advisor be wearing?
Our advisors will be wearing face masks, gloves and shoe coverings. They also have hand sanitiser and disinfectant wipes.
How will you ensure social distancing whilst choosing/suggesting the right blind, curtains or shutter for me?
Your advisor will stay 2 metres away during your in home appointment, whilst you’re discussing the best solution for your windows your advisor can hold up appropriate samples and discuss from a safe distance.
Will I be able to browse the advisors sample books during the appointment?
Your advisor will bring a range of samples for you to choose from, your advisor can hold the samples up for you to take a look at. For a closer look, we’d ask that you wear gloves whilst you handle the fabrics if at all possible. Your advisor will also be able to order samples to be delivered to your home after your appointment.
Does it matter if I haven’t ordered/received my samples ahead of my appointment?
Don’t worry if your samples haven’t arrived or if you need a little help in selecting your products, your advisor will bring the appropriate samples along to your appointment. You can view the books in home and your advisor can hold up the samples for you to view at the window. For a closer look, we’d ask that you wear gloves whilst you handle the fabrics if at all possible. Your advisor will also be able to order samples to be delivered to your home after your appointment.
Do I need to stay in the room whilst the advisor fits my new window dressings?
Our preference would be for the advisor to be left in the room whilst they fit your new window dressings, if you feel comfortable with that.
How many people from Hillarys will attend the appointment?
There will be just one advisor at your appointment, if for any reason there needed to be another person present, you will receive a phone call ahead of the appointment to check that you would be happy with that.
I don’t want to use the chip and pin machine, is there another way to pay?
Don’t worry, your advisor will have disinfectant to clean the chip and pin machine ahead of use, alternatively you can call a telephone payment service using your own telephone.
Information about your order
I’m waiting for an update on my order, how can I find out when it will be fitted?
Our team of local advisors are busy contacting all customers with outstanding orders, we’re sorry for the delay. We’re currently working with much smaller teams in order to ensure the safety of our employees, so if you’d like to speak to someone about your order please could you email [email protected] detailing your address and order number and we’ll aim to get back to you within 36 hours.
I am waiting for my products to be fitted, when will this be?
We are busy calling all customers who still have an order outstanding to confirm the next steps and hopefully book a fitting appointment. Please be patient we will be in touch with you. Apologies for the delay, we are working through the changing circumstances as quickly as possible.
How are you following social distancing at your head office?
Our manufacturing and customer service teams are returning to work and are busy working through your orders and enquiries. For the safety of our colleagues, we are working in smaller teams and learning to adjust to new social distancing measures, so please be patient with us for a little longer as we get back up to speed.