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Order help
Understand order statuses, estimated UK arrival dates and installation timing, from production to fitting.
From factory to your windows
Every order moves through the same stages. Here is what each status on your order report means and what happens next.
Quite simply, your shutters are being made. This takes anything from 48 hours to 3 weeks; custom colours and shapes take longer.
A very normal status. We are checking CAD drawings and answering factory queries, so bay, shaped and complex windows always spend time here.
Your shutters have left the factory. We usually receive an estimated arrival date within 10 days.
The date shown is the week your order lands in the UK. We take delivery within 5 days and arrange installation as soon as possible.
Arrival dates are estimates and can change with weather, port delays, transshipping and customs, so we build in contingency time before booking your installation.
What our customers say
Customer review on Checkatrade
I would highly recommend this company, Sarah was so good and helpful at arranging the appointment, explaining clearly of what to expect on the day of the visit , and then Bernie was on time , so professional, skilled, trustworthy, and friendly . Thanks for making the experience stress free for me , and affordable, as this was a challenging skylight, with no easy access.
Your questions answered
There might be various reasons for this: an incorrect order number or surname has been entered or misspelt (this could be our end too); the order has already arrived in the UK; or the order was processed manually. Orders processed manually will not show up, including some blind orders and replacement parts or alterations.
We usually arrange installation 3 weeks before the arrival date, but please note that arrival dates are estimates and subject to change due to shipping delays: weather, delays at ports, transshipping (transferring cargo from one vessel to another) and customs. Not all information can be shown on the status report, and we factor in contingency time for these possible delays when arranging an installation date. For DIY orders, we usually arrange deliveries 1 week before the arrival date in the UK, subject to the same potential delays.
No. The date shown is the anticipated week commencing for arrival in the UK, not delivery to us or you. We usually take delivery within 5 days of landing in the UK and endeavour to arrange installations as soon as possible after that date.
Don’t worry: ‘on hold’ or ‘query’ is a very normal status. Any bay, shaped or complex window will have a period of time on hold while we liaise with the factory to check CAD drawings and answer queries they have either before or during production. Even the simplest of windows may spend some time on hold; we like to be thorough, so there are checks at every step of production.
Shipped means that the shutters have left the factory but we have not yet been informed of a delivery date. We usually receive an estimated arrival date within 10 days of this status.
Quite simply, the shutters are being made. Shutters can be in production for anything from 48 hours to 3 weeks after the order is placed, depending on the complexity of the order. Custom colours and shapes take longer than regular windows.
Once you accept your quotation and we issue an order confirmation, we ask for a 50% deposit before your shutters go into production. The remaining balance is due before your shutters are installed, so there is nothing further to pay once the fitting itself is fully complete on the day.
No. For our Design & Buy Online service, full payment is taken securely at the time you place your order, rather than a deposit. Your order confirmation is based on the choices and measurements you submit at checkout, so there is no separate balance left to pay later on at all.
You can request changes, but anything altered after you approve your order confirmation may delay production, require a further survey or check measure, and can add to the cost. It is worth checking every measurement, colour and style carefully before you give your final written approval to our team directly.
You can check your order status online using your order number and surname, which brings up the latest status report covering production, shipping and estimated UK arrival. If you cannot find your order, or need more detail, call or email our team quoting your order number and surname together clearly.
When you book your free home survey, there is a field for your preferred days or times, and we will do our best to accommodate it once your shutters have arrived in the UK. The exact fitting date still depends on when your order actually lands, so we confirm it closer to arrival.
Call our team on 0207 751 0937 or email sales@shuttershop.co.uk as soon as you know a date will not work, and we will rearrange your installation for the next available slot. Giving us as much notice as possible helps us fit your new preferred date in as quickly and smoothly as we can.
Shutter order status
Measured and fitted by our teamFree home surveyMade to measure
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As a family business for over 35 years, we believe good advice comes first. No pressure, no jargon, just honest guidance from the people who measure, make and fit shutters every day.
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Our industry partnerships, professional memberships and independent recognition
View our profileBritish Institute of Interior DesignIndustry partner
See our reviewsBest of Houzz 2025Service award winner
Check our profileCheckatradeProud members
About the partnershipS-CraftPremium partner
View our listingHouse & GardenOn The List
Check our accreditationBritish Blind & Shutter AssociationAccredited member
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Three ways to get started
A specialist visits with samples, measures every window and talks you through styles and finishes. Free within the M25, with no obligation.
Book a free surveyChoose your style, material and colour, enter your measurements and see your price instantly. Made to measure and delivered to your door.
Design & buy onlineHave a question about your windows or our service? Call our friendly team directly, or send us a message.
0207 751 0937
