Broken Cordlock on WW Shade- FAQ- NS

Frequently Asked Natural Shade Questions:

A customer has a woven wood shade with a broken cord lock. What would you recommend to help them?  
Answer: Send replacement part with instructions or offer to pick up for repair if under 5 years old. Remake as ccl or cordless up to 5 years old. Look at the original order to see if there are other shades in the same room and be aware of headrail differences. Consult with a team coach.

Response to customer:

Thank you for your email, we are so sorry you are having issues with your cordlock shade! Under the new child safety regulations issued June 2024, we are unable to remake the shades as cordlock control but have a few options for you to consider. When considering the options, please keep in mind if the broken shade is side by side or in the same room as another shade. 

1. Send out replacement cord/parts for the shade to be repaired.

2. Issue a Fedex call tag label for the customer to send the shade back to us for repair.

3. Remake the shade in either cordless or clutch control with the understanding this is a new control system, headrail sizes and dye lots may vary.

Please let us know if you have any questions, or which option you would like to proceed with.

Thanks!