FAQs
ORDER
Do I have to create an account to shop with you?
No, you can purchase as a guest. However once you are registered with us you can order easily next time without having to fill in your details again. Once you have an account, you can easily track your orders, receive regular newsletters and are informed of any exclusive offers and promotions.
Can I order from overseas?
Yes you can order from overseas, international delivery services and charges are shown in the 'Delivery Information' section.
Is it safe to order on your website?
We use Secure Socket Layer (SSL) encryption technology, one of the most advanced security software currently available for online transactions, to allow for the encryption of potentially sensitive information - such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the unlikely event that someone else intercepts it. You can therefore rest assured that we take the security of your payment and personal details very seriously.
You can tell whether a webpage is secure as 'https' will replace the 'http' at the front of the www.charliekate.co.uk in your browser address window, also a small locked padlock will appear in your browser window.
How can I search items I want online?
Simply use the 'search' engine on the top right of the page and type in the product code or a description of the item you are looking for. Alternatively you can browse through the products available, select a category then narrow your search by selecting a product type, print etc from the options on the top right of the page.
Can I place my order by phone, by email or by fax?
We are happy to take orders by email, please send your order information to help@charliekate.co.uk, and we'll take care of the rest.
Unfortunately, we are unable to take orders by phone or fax, but you can shop online or by email with complete confidence.
Can I amend my order?
We are unable to amend any part of your order or change the delivery or payment method once your order is complete. Should you need further assistance with an order you have already placed, please contact us using the online contact form here, or email us at help@charliekate.co.uk, and we will get back to you within 24 hours.
How do I view my order History?
You can view your history by log into your account and click on order history.
PAYMENT
What payment methods do you take?
We accept all major UK credit and debit cards apart from American Express. We also take payment via PayPal. Please be assured that your details are safe with us. We take fraud very seriously, therefore all credit and debit card holders are subject to validation and authorization by the card issuer.
What currencies can I use?
We charge you for your order in Pounds Sterling only. All international payments will be converted into GBP at the time of processing payment. Your card provider will apply the exchange rate when your card is charged.
When will I be charged?
If your card is authorized, payment will be taken immediately and you will receive an email confirming that your order has been successful. If your card is not authorized, payment will not be taken and we will email you to inform you that your transaction has not been processed.
Why has my payment been declined?
Please ensure that the card details entered are correct and that your billing address is the same as the one that the card is registered to. If the problem persists, enter the details of another card and try again.
How do I use a discount/promotion code?
You must enter the discount/promo code on the first page during the checkout as it can’t be applied later. You can add the code in the box which states ‘discount’ on the page and then click ‘apply’, the order total will be discounted automatically. You may have to reselect your delivery option as the discount applied may affect your ‘free shipping’ eligibility.
You can only use one promotion code per order. Promotion codes cannot be used in conjunction with other offers and promotions. Each promotion has its own terms & conditions, please read these carefully before using it.
Will I be charged VAT?
All prices are inclusive of VAT (where applicable) at the rate appropriate to the country of receipt, where within the EU, and are correct at the time of entering the information on to the system. The total cost of the order is the price of the products ordered plus the delivery charge.
Will I be able to claim a VAT Refund?
The total amount at the checkout represents the total price payable by you for your order, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Customers from where VAT (or VAT equivalent) may not be applicable are not entitled to any discount or refund for the differences in tax treatment and will pay the same price for the item as a customer paying for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.
Will I be charged for local sales taxes and import duties on my order?
Our products are shipped from the UK and sold on a DDU basis (Delivery Duty Unpaid). This means the recipient may have to pay local tax or import duty upon, or prior to, delivery. The customer is responsible for providing any information required by customs to ensure the goods are cleared. If you're unsure how this will affect the overall cost of your order, please check your Local Legislation rules.
DELIVERY
What delivery options do you offer?
There are a selection of delivery options available, please see ‘Delivery Information’ section for details. Delivery options available for your order can be found at checkout.
Do you offer free delivery on orders?
Yes. For Domestic customers, we offer free Standard Delivery to UK mainland addresses on orders over £40, free Next Day Delivery on orders over £60. For international customers, free shipping is available on orders from as little as £60 and varies from country to country. Please refer to 'Delivery Information' section.
Where do you deliver to?
We deliver to all addresses in the UK.
We also ship overseas. Please refer to the ‘Delivery Information’ section for the countries that we deliver to.
We regret we are unable to deliver to P.O. Boxes, BFPO’s and Hotels.
How long does delivery take?
Delivery times vary as we offer a selection of shipping options. These options can be found in the ‘Delivery Information’ section.
What are the delivery charges?
Delivery charges vary as we offer a selection of shipping options. Prices can be found in the ‘Delivery Information’ section.
How will I know when my order is complete?
Once your order has been confirmed you will receive an email from Charlie & Kate and your order will be processed for dispatch within 24 hours. If you have an account, you will be able to view the status of your order.
How do I track my order?
Tracking is only available for UK orders. Unfortunately we cannot currently offer tracking for International orders.
When your order has been dispatched, you will receive an email containing your tracking number, you can use this to view the status of your delivery on the courier’s website. If you have not received your tracking number, please contact us using the online contact form here, or email us at help@charliekate.co.uk.
Do I have to sign for my parcel?
If a signed for service is requested, you will need to sign for the goods when they are delivered. In an event that you are not available the carrier will return the goods to a local post office or attempt another delivery. They should leave you a card to indicate what course of action they have taken.
My order has not arrived yet?
Occasionally, the delivery may be delayed for various reasons out of our control such as import delays or unforeseeable weather conditions. If your order has not arrived by the estimated delivery date indicated on the ‘delivery information’ section, please sign into your account to confirm that you have given us the correct delivery address for your order and your contact details are up to date. Check if you have any messages, emails or attempted delivery cards from one of our couriers. Check with your account to see if there are any updates from us regarding your order, payment or delivery. If you still can't find your parcel, please contact us using the online contact form here, or email us at help@charliekate.co.uk.
RETURNS
What is your Returns policy?
Standard Returns Policy
We hope you are delighted with your order. However, if you change your mind, you can return it for any reason within 28 days and providing it is in its original condition, we’ll gladly refund or exchange it for you. Please note that the delivery charge on the original order is non-refundable. This returns policy does not affect your UK statutory rights. Please see our full Return Policy here.
Christmas Extended Returns Policy
If you place your order on or after the 1st November, you have until 7th January the next year to request a return or exchange, providing the items are unused and in their original packaging.
How do I return my item?
Just fill in the returns form comes with your parcel and send it back to us with the item(s).
Please ensure you complete all of the required information on the returns form, without these details we won't be able to process your request. If you cannot find the form in your parcel, please contact us using the online contact form here, or email us at help@charliekate.co.uk.
Please ensure that the returned item(s) unused and in their original packaging. Items must have the label attached and still contain the stuffing in which it was delivered with, complete with any protective covers on the item and/or hardware. Please do not fold or bend the item when repackaging it to return to us.
We will not accept any returns for non-faulty items that have been used and/or tags removed. Failure to return an item in the same condition it was delivered in will either result in the refund being void or only part of the refund being processed, depending on the condition in which it arrives back to us.
Please note that you will need to arrange and pay for the return of products to us. We recommend that you send your parcel using a delivery service that insures you for the value of the goods and obtain a proof of postage. We cannot accept responsibility for parcels lost or damaged in transit.
Do I have to pay for my return?
If you are returning products that are not faulty, the cost of returning the product to us is your responsibility. In the event of any products being faulty, we will cover the cost of the postage (up to £5 for UK and up to £10 for the Rest of the World) and either refund or exchange the products for you.
I returned my purchase to you but I haven’t received my refund yet, how long should I be expected to wait?
Once we have received your returned item(s), we will process it as quickly as possible. However it can take up to 10 working days for your refund to be processed upon receipt of your returned item(s). Once a refund has been processed you will receive a notification email from us. Please allow additional time if you are returning goods from overseas. You will be refunded to the original payment method at the price paid, excluding the delivery charge. Should you have any queries about the status of your return, please contact us using the online contact form here, or email us at help@charliekate.co.uk.
What if my goods are faulty/damaged?
If you received a damaged, defective, or wrong item, please fill in the returns form and send it back to us within 28 days. You'll be able to choose to get a refund or have a replacement sent to you. If the Replacement option isn't available, we will contact you and offer you a full refund.
If your item breaks within a "reasonable time", normally 6 months from delivery, please contact us at help@charliekate.co.uk to request a return and don't send the item back to us until we approve your request. Faulty item will be assessed, if appropriate, we will give you a free of charge repair, replacement or a full/part refund, provide the item is genuine manufacturer's faulty. Abused items and "reasonable wear and tear" are excluded from this policy.
If your item breaks outside the "reasonable time", unfortunately we can’t offer you a refund or exchange unless you prove that the fault existed at the time of delivery of the product and wasn’t caused by, for example, an accident, misuse, overload, etc. Repair service may be available providing the item is repair worthy, there will be a small charge for this service and you will be paying for the delivery cost.
In all cases, please allow up to 10 working days for your refund to be processed, or 5 to 7 working days turnaround time for repair or replacement.
Please note that if you have purchased a Charlie & Kate product from one of our stockists, you should return the faulty product to the original place of purchase.