DELIVERY & RETURNS
Our delivery promise
We offer free UK mainland delivery on all orders over £125, orders under £125 have a delivery fee of £25. We care about your experience, so we don’t use third-party couriers. Instead, our trained Charles & Ivy delivery team will transport your products with care and place them at your property as you require.
Our stock availability is updated live on our website, so you won’t be surprised by lengthy delivery times when you shop with us. All Free deliveries are guaranteed within 3-12 working days (orders over £125) of your order.
Please note that deliveries must be made to the address where the payment card is registered.
Click and collect
We offer click and collect from our Manchester warehouse. Simply select "pick up" at checkout and your goods will be ready for collection within 2 working days. Please note that we require 24 hours' notice before you can collect your items. When picking up your order, please bring your order confirmation along with a photo ID.
Returns
Changes to an order
Changes to an order
If you need to change your order after making it, please contact us before your products are dispatched.
Cancelling an order
Cancelling an order
You can cancel your order if we haven’t yet dispatched your products. Contact us for a full refund. If your products have been dispatched, follow our returns process below.
Under The Consumer Regulations 2013 you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. However, this right to cancel your order does not apply to Goods which are: made-to-measure or custom-made or otherwise made to your specification or clearly personalised. Further information on this can be found in our terms and conditions.
Returning Products
Returning Products
If you wish to return your items you must contact us within 30 days of purchase. If the Goods require collection, we will collect them from the address to which they were delivered. However, you may be charged a collection fee in the event you’re returning unwanted products that are not faulty or damaged. Your refund will be processed after the product is returned to our warehouse and thoroughly inspected. We will contact you to arrange a suitable time for collection;
Our delivery team handles your products with care. Upon receipt of our delivery, please check your product to ensure you are happy prior to any alternations being made (drilling and fixing to a structure). Once altered we can not accept returns. In the unlikely event that your products arrive damaged, we will put it right. Contact us, and let us know whether you would like us to send a replacement or provide a full refund.
Refunds
Refunds
We will process your refund within seven working days of receiving your returned products. Please note that we can only refund money via the payment method you used to place your order.
