Frequently Asked Questions

You will receive an email or call within four working hours of placing your order, confirming the estimated dispatch date.

We aim to dispatch orders within one to two working days after confirmation. Working days exclude Saturdays, Sundays and public holidays.

For UK addresses, we aim for next‑day delivery on orders placed before 12 noon UK time.
For EU and USA addresses, we aim for delivery within three working days for orders placed before 12 noon UK time.
Delivery to other international destinations may take up to ten days depending on the shipping method selected at checkout.

Customs duties, import taxes and handling fees may apply for international destinations outside the UK. These charges are set by local customs authorities and are the responsibility of the recipient.

Once your order is dispatched, you will receive a shipping confirmation email with a tracking link. Tracking is also available through your online account under Order History or Track Your Orders.

For security reasons, we cannot ship to PO Boxes, unidentified addresses or freight‑forwarding companies.

You must request a return within 14 days of receiving your order. Returned items must then reach de Le Cuona within 28 days of purchase and be in an ‘as new’, resaleable condition.

Fabric that has been cut, treated or altered cannot be returned. Limited Edition pieces, Sample Clearance items and bed linen (for hygiene reasons) are also non‑returnable. Custom‑made or bespoke items cannot be cancelled or returned unless faulty.

Contact the UK de Le Cuona office by phone or email to request a return and receive a Returns Authorisation Number (RAN). A collection will be arranged, and collection costs will be deducted from your refund unless the item is faulty. Items must be returned in original or equivalent protective packaging and from the same country they were delivered to.

Exchanges are free and depend on stock availability. Requests must be made within 7 days of purchase, and items must be returned within 28 days in ‘as new’ condition. Shipping for exchanges due to faults or order errors is covered by de Le Cuona; all other exchange‑related shipping costs are the customer’s responsibility. International exchanges may require prepayment of duties and taxes.

Goods are considered faulty if received damaged or if a manufacturing fault appears within six months. Wear and tear is not considered a fault. Faulty items may be repaired, replaced with the same product (subject to availability), or refunded in full if repair or replacement is not possible.

Refunds are issued to the original payment method or de Le Cuona account. Shipping costs are refunded only for faulty items. UK sales taxes are refunded; international duties and taxes are not, though you may reclaim them through your local customs bureau. Refunds are processed within 5 days of receiving and accepting the returned items, but banks may take up to 10 business days to complete the transaction.

You may cancel your order within 7 days of receiving it by contacting the UK office in writing or via email. If the order has not yet been dispatched, a full refund will be issued immediately. If it has already shipped, the cancellation will follow the standard returns process.

We accept Visa Credit, Visa Debit, Visa Electron, MasterCard Credit, MasterCard Debit, American Express, Apple Pay, Google Pay and Shop Pay.

Unless you have pre‑agreed payment terms, full payment is required before your order can be dispatched.

If your payment cannot be charged for any reason, your order will be placed on hold for two working days while we attempt to contact you. If payment is not received within this period, the order will be cancelled.

Yes. By placing an order, you authorise us to perform credit and anti‑fraud checks to authenticate your identity, validate your payment method and obtain authorisation for the transaction. Information you provide may be shared with banks, credit agencies and fraud‑prevention partners as part of these checks.

Yes. For security reasons, the billing address you provide must match the address registered with your card issuer. Orders may be delayed if the addresses do not match.

We take fraud prevention seriously and will prosecute any fraudulent attempts to reverse or dispute a valid charge for an order that has been properly fulfilled and delivered.

GOTS‑certified fabrics can be machine‑washed at 30°C on a delicate cycle. A natural, plant‑based detergent is recommended. Tumble drying, dry‑cleaning and bleaching agents should be avoided.

Most de Le Cuona fabrics are made from natural fibres such as linen, cotton, wool, cashmere and silk. These fibres age beautifully and may soften, distress or change colour with exposure to heat, moisture, abrasion or UV light. Regular vacuuming helps reduce the need for frequent cleaning. Many fabrics feature artisanal finishes, so dry‑cleaning is recommended to preserve their unique handle and drape.

Natural fibres absorb and release moisture from the surrounding environment. As the fibres swell and shrink, long lengths of fabric—such as curtains—may appear to change in drop length. This natural movement is why designers often allow curtains to “pool” slightly on the floor.

After cleaning, the fibres may have absorbed or released moisture depending on the process. Once rehung, allow 2–3 days for the fabric to relax back into its natural position.

For personalised guidance, you can contact the de Le Cuona Customer Service team at the Head Office in Windsor, London or New York. The team is always happy to advise on product care and cleaning.

We specialise in made‑to‑measure cushions, throws and bedspreads, all crafted in the UK by our in‑house experts using de Le Cuona’s signature natural fabrics. These bespoke accessories are available to clients in the UK and internationally.

Our Bespoke Accessories team provides personalised virtual consultations to guide you from initial inspiration through to final delivery. Each piece is designed, tailored and finished by our UK workroom, ensuring exceptional craftsmanship and a seamless experience from concept to completion.

Because bespoke items are made to your exact specifications, they cannot be returned unless they are found to be faulty.

Lead times vary depending on the project, but most bespoke accessories are completed within 4–8 weeks once the quotation is approved.

You can reach our Bespoke team at bespoke@delecuona.com or by calling 01753 830301. Our consultants are available to advise on design, fabrics and project requirements.

The Revitalise Service transforms vintage de Le Cuona accessories or bespoke fabric furnishings into new pieces. After an initial consultation and assessment, our team restores, re‑crafts or repurposes your fabric into a new item—extending the life of cherished textiles and supporting responsible luxury.

Yes. Our Bespoke team can re‑upholster existing furniture or create loose covers for a more relaxed look. We can also craft entirely new pieces such as sofas, armchairs, benches and headboards. Our consultants advise on fabrics, finishes and design details to ensure each piece complements your interior scheme.

Our website operates with region-specific settings to ensure accurate pricing, shipping options and product availability for each location. If you switch to a different regional site, please note the following:

Accounts are region-specific

You will need to create a new account when accessing another regional site.

Trade accounts

Trade pricing, shipping rules and account details will not be visible on other regional sites. If you register on another region’s site, your account will initially be created as a retail account.

Order history

Previous orders will not appear on other regional sites.

Shopping basket

Your basket will be cleared when switching between regions.

Regional variations

Content, currency, units of measurement and product availability may differ depending on the region you are browsing.

Each regional version of our website is tailored to provide the most accurate information for that location, including pricing, delivery options and product availability. For this reason, customer accounts and order histories are managed separately for each region.