Returns
Returns Address:
Bespoke items are made to order and for this reason will be non-refundable. They can be exchanged for alternative products or for credit. We are not able to cancel your order for a bespoke item once it has been placed.
Once we have received your return we will process your refund minus any courier charges or if you have requested one release your exchange.
Please note shipping for exchanges will be charged at a reduced cost of £5.95.
We aim to process and refund your return ASAP, but on occasions it may take up to 28 days UK for your return to be processed and a further 7 days for the refund to reach your account.Please check your account as the refund will show under CHARLESTED LTD and may show on the date of your original purchase.
If you haven't received a refund and it has been more than 28 days UK since you posted your returns then please contact us with a picture of your proof of postage receipt.
Return of Large Items including furniture & mirrors
All goods must be returned to the CharlesTed head office within 28 days of receipt, undamaged and in their original packaging with the returns slip completed. We ask that you notify us of your intention to return an order on our returns portal within 14 days of receiving the goods and return within 28 days.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. Please contact us via our returns portal initially. The link for this is below. If you are returning a faulty/damaged item to us, you must repackage this in the original packaging and send us a photograph before we can arrange a free return.
If you would like to return a larger item that has been delivered by one of our logistics partners you will need to purchase the ‘furniture return’ product from our website linked below
Once you have purchased the ‘furniture return service’ on the website or app please call our Customer service team on 01743 211384 or email cs@charlested.com and our team will be able to help you to arrange a convenient date for collection.
Large items must be returned in all protective materials used in the original packaging. All goods are your responsibility until they reach our warehouse it is essential that you ensure you package your return to prevent any damage to the items or boxes.
If the item is damaged on its return journey to us due to poor packaging, we will make decision at our discretion as to whether we…
- Return the item to you
- Offer a partial refund if we believe the item can be sold at a perfect imperfect sale price
- Provide a partial or full credit note.
If an unwanted item is returned to us outside of the 28 day returns time frame, please contact our customer services to discuss this and we may offer a credit note again at the discretion of the company director.
On arrival back in our warehouse all returns will be inspected and we will contact you if there is a problem with issuing a refund or exchange.
We aim to process and refund your return ASAP, but on occasions it may take up to 28 days UK for your return to be processed and a further 7 days for the refund to reach your account.
Once your refund has been processed you will receive a confirmation email. All refunds will ALWAYS be processed to the method of payment used to make the original order. If this isn’t possible we will contact you by phone or email. We are only able to discuss payment with the card holder and this cannot be changed or updated with any other party.
Important Information
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. Please see above information. We will in some cases offer a partial credit note or refund.
Distance Selling Information
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel via our Returns Portal.
For unwanted goods you will need to return the whole order to us, at your own expense if the items have been despatched from our warehouse. Once we receive the whole order back we will issue a full refund via your original method of payment so long as the items are returned in a saleable condition in their original packaging.
We cannot be held responsible for items lost in transit that have not been arranged by Charlested.
Postage charges for returned products are the full responsibility of the customer/purchase and we are not obliged to refund these.
Have you cared for your goods following the guidelines?
We aim to provide as much care information as possible for each product. Please read all care instructions on the information section on a product page and any disclaimer on product variation due to their organic nature.
If an item is returned to us for a refund but has not been cared for as per our guidelines and recommendations, and the product has become damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund. In this circumstance the item will be returned to you.
CharlesTed Limited is a UK company which upholds The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your Statutory Rights are Not Affected.
Company Registration Number: 12671376