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Top frequently asked questions


Can I exchange my shades for a different layout?

When you order custom shades, you are not allowed to exchange them. Please take your time when choosing your layout and your dimensions so that you do not have to reason to wish to change them after the order is placed. The only items that can be exchanged are items that you ordered from the Ostanding “in stock” supply. “In stock” items are already made and ready to ship when you purchase them. These items can be exchanged for a period of thirty days after purchase.


Where do I send the returns to?

You can find the address to return shipments to on the “contact us” page of the web site. You should include all of the documentation that you received with the order when you return it to Ostanding.


Is there a warranty on my shades?

All of the shades you purchase from Ostanding are covered by a one year limited manufacturer’s warranty. The warranty will cover the shades from defects during that twelve month period. You will be provided with warranty information when you receive your order. Refer to this documentation with any questions you might have concerning the warranty. Please keep your warranty information for the order so you can refer back to it if necessary.


My shades are the right size but the wrong layout; can I return them?

If the shades you receive are not the exact shades you ordered, then you have a legitimate reason to return them. You can contact customer service and explain the problem with the shades, and then return them and all of your original paperwork with them to the address provided under the Contact Us section of the website.


What are the Reasons for an Acceptable Return?

If the shade you order is defective in craftsmanship or materials, then the return will be accepted. This includes the roller portion of the shade, or if the shade is put on the tube in the wrong direction. If the image that you selected is not correct on your finished shade, then the return will be accepted.


Who Pays for Shipping if I return a Defective Shade?

Ostanding will reimburse you for the price of your order, but the return shipping will not be covered in that reimbursement. The original shipping charges you paid when you placed your order will be reimbursed along with the cost of the shades.


How Long Do I have to return my Shades?

You have 30 days from the time of purchase to return your defective items. The materials, craftsmanship, or construction of the shades must be defective in order for Ostanding to accept the return. Ostanding does not take any responsibility for ill-fitting shades due to incorrect measurements of the window opening supplied to us.


Can I return my Shades?

The shades you order from Ostanding are custom made to fit your windows according to the measurements that you provide to us. Because of this, we can only accept returns of items that are defective


What if my order is damaged during shipping?

If you receive a package that is obviously damaged point this out to the delivery person before you sign to accept receipt of the package. If the package is damaged to allow the delivery company to witness you opening it to check the contents, and refuse to sign for any package that has damaged, or missing contents. Let the delivery company return the package and immediately contact us through our contact page to alert Ostanding to the problem.


Can I ship the order somewhere other than my home?

You will have the opportunity during your purchase to tell Ostanding where you want the order to be shipped. You do not have to ship the order to your billing address. The shades can be shipped to another location, a business address, or a residential address, but cannot be shipped to a post office box.