Frequently Asked Questions
Customer Service
What are Customer Service hours?
Our Customer Service team is available Monday to Friday, 9am–6pm EST.
How do I contact Customer Service?
For assistance, please contact our Customer Service team via our contact us page.
What details should I provide to customer service when asking about my product?
To contact customer service, it is necessary to provide your order number, which can be found in the confirmation email. Additional details required include the date of purchase, as well as the size (width and length) and color of the product.
Orders & Returns
What is your return/exchange policy?
Because custom products are made to order using your personal specifications, they cannot be returned or exchanged.
What if I receive a defective product?
Products with defects are covered under our warranty. For comprehensive information on warranties, please visit our warranty section.
What if I received the wrong product?
If you received the wrong product or the product that was damaged during shipping, please contact our customer service department.
How do I track my order?
Tracking numbers and a tracking link will be provided to the email address associated with the order.
Payment & Pricing
Why are your products priced at a very significant discount in comparison to other companies?
We run a lean and mean company, so we are able to provide our customers “Luxury Without the Splurge”. We provide the same high-quality products as the other top brands, and pride ourselves in offering a significant discount.
What forms of payment do you accept?
We accept all major credit cards; Apple Pay and Google Pay.
Replacement Parts
Are replacement parts available?
Yes! Please contact us to confirm component availability. If eligible parts are under warranty, the warranty will be applied.
Are replacement parts available for products that have been discontinued?
When a product is discontinued, parts may be available for a limited period. Please contact us to confirm component availability. If eligible parts are under warranty, the warranty will be applied. If components are unavailable or not covered by warranty, you may refer to Fix My Blinds | Do It Yourself Blind Repair for compatible replacements.
*Ombrage Collection does not have an affiliation with Fix My Blinds; all pricing and policies are determined by Fix My Blinds.
Delivery & Shipping
Which delivery service is used?
Products are usually delivered by DHL, UPS, or FedEx. Items that exceed standard size limits will be sent using freight carriers.
Are multiple products in one order shipped together?
Products will be shipped once they are prepared, which may result in multiple shipments for a single order. Efforts are made to combine shipments when possible.
What is the delivery time for my order?
Custom products are typically manufactured within 5-7 business days and shipped using standard shipping. Orders generally arrive within 14-21 business days from time of order placement, sometimes sooner!!
Do you ship to P.O. Boxes?
Regrettably, shipments cannot be made to PO, APO, or FPO box addresses.
What is the cost for shipping?
Shipping and handling charges are FREE to all states. Oversized items MAY require an additional $95 fee.
Where will my order be placed upon delivery?
We instruct the shipping carrier to place your package in a safe and discreet location, such as a back door, garage, or another area the driver determines is safest at the time of delivery.
While we take extra care to provide safe-placement instructions, delivery location decisions are ultimately made by the carrier based on access and conditions at the time of delivery.
Do you ship outside the U.S.?
Absolutely. We’d love to help bring Ombrage Collection to your home, wherever you are.
If you’re ordering from outside the United States, please contact us before placing your order. We’ll confirm product availability, provide shipping options, and answer any questions so you can order with confidence.
Please note that international orders may be subject to additional shipping charges, duties, taxes, brokerage fees, or other import-related costs.
Safety
Which products from the Ombrage Collection are most suitable for children and pets?
Our motorized and cordless products are designed without any exposed cords or chains, so they’re especially safe for households with kids and pets.
Product Information
Is technical information available regarding the products?
Please refer to the specifications section to view or download the spec sheets.
Will my motorized shades be paired to the remote?
Yes. All motorized shades are automatically paired to their remote before shipping. We thoughtfully group shades by room so they arrive ready to use—no programming or setup required.
How do I connect my motorized shades to a smart app?
To connect your motorized shades to a smart app, simply follow the included setup instructions, or open your preferred smart home app—Apple Home, Samsung SmartThings, Amazon Alexa, or Google Home—and follow the prompts to add a Matter-enabled motorized device.
Where is the QR code needed for smart app setup?
The Matter QR code is located:
- On the top of the shade, and/or
- Inside the valance, near the charging port
This QR code is required during setup and allows your smart app to securely recognize and add your shade.
Can I make changes to my remote settings (groupings, pairing, limits, etc.)?
Yes. All motorized products include clear, step-by-step instructions that guide you through making adjustments such as resetting, assigning channels, re-pairing remotes, and setting or fine-tuning upper and lower limits.
No special tools or technical experience are required.
Do I need to charge my motorized shades when they arrive?
Motorized shade batteries typically arrive partially charged (approximately 50–75%). While your shades may operate right away, we recommend fully charging the motor before first use for best performance and long-term battery health.
How long does it take to fully charge the motor?
From a fully depleted battery (0%), a complete charge typically takes up to 8 hours. Charge times may vary slightly depending on usage and environment.
How do I know when the motor is fully charged?
When the motor is fully charged, the indicator light will turn green. Once the light is green, you can disconnect the charger and begin using your shade.
Warranty
Where can I find the Ombrage Collection warranty?
Our warranty can be found in the warranty section
