Delivery & Returns
Orders are processed in 3-5 working days however, delivery times will vary upon the method of delivery and location. Orders are dispatched as follows:
- Courier (Standard) – Sent next working day, please allow up to 3 working days
- Large parcels and pallets – 2-3 working day service
- 2 man delivery – 7-10 working days on a date to suit you
- Product specific lead times:
- Regatta Products - 3-5 working days
- Core Products - 3-5 working days
- Leisure Grow (LG) - 7 days
- Forest Products 7-21 days
Delivery charges will be calculated at checkout, however, there may be an additional charge for delivery depending on the quantity of items purchased, the size of the item (length or width), the total weight of your order and the delivery location.
Deliveries to Northern Ireland, the Channel Islands, Isle of Man, Isle of Wight, Isles of Scilly, Scotland and the Outer Hebrides will incur additional delivery charges due to transport costs. After placing your order you will receive a call back (or email) reference these additional charges, should this be the case.
For all methods of dispatch the following locations will take longer to be delivered: Scottish Highlands & Islands, Northern Ireland, Isle of Man, Isle of Wight, Isles of Scilly, the Channel Islands, all European countries. An overview of delivery costs is below; some products that require palletized deliveries have a fixed delivery charge that is shown in the basket when ordering.
Free Delivery and UK Orders Over £75
Orders over £75 have a free delivery subject to the following parameters:
- Orders must be to the UK Mainland (excludes Highlands, Islands, Northern Ireland and due to increased transports costs certain areas of Scotland, the Channel Islands, Isle of Man, Isle of Wight, Isles of Scilly and Outer Herbrides).
- The volume of goods ordered must not exceed the standard shipping carton accepted by our courier.
- The weight of goods ordered must not exceed the maximum shipping carton weight accepted by our courier.
- Certain items have a fixed delivery charge irrespective of order value. Typically, this refers to large and heavy items that are delivered on pallets, but may relate to large items (length or width) and unusually large volume items such as water butts. This is typically seen when ordering through the website.
- Items on promotion may have a delivery charge irrespective of order value.
- Very heavy or very bulky items will incur a delivery charge regardless of order value. These may be identified after your order is placed where a member of our team will contact you by phone or email.
Courier, large parcel, pallet and 2 man deliveries will require a signature upon delivery.
Although we will make every reasonable effort to ensure your products are delivered within the set timescales, unfortunately we cannot guarantee that they will not be affected by unforeseen issues affecting our delivery partners. Under these circumstances, delivery charges will not normally be refunded.
We regret to advise, we cannot deliver goods to an airport, dock, wharf, military establishment or container base.
The delivery driver will not be able to carry the goods up or down steps, carry the goods through a property, wheel the pallet across a gravel driveway or up particularly steep driveways. Unfortunately the delivery company will be unable to remove items from the pallet or take the pallet away with them. The driver will normally only be able to wheel the pallet as far as physically possible which may even be the kerbside
2 Man Delivery Service
Our 2 man delivery courier will deliver your goods to the room of choice (where goods fit to the readily accessible room) on a prearranged day of your choosing, please provide a phone number (ideally mobile) so we can arrange a convenient day of delivery (Monday-Friday).
The evening before delivery you will receive a text message from our carriers to confirm an estimated 3 hour delivery window for the following day. Please note that this is for advisory purposes only which we cannot be held accountable to.
On the morning of delivery you will receive a phone call to confirm your delivery is on its way. When the driver is just 30 minutes away he will call you again.
Please note, after 4pm on the day of booking your order delivery slot we cannot change your 2 man delivery time slot or address.
If, due to exceptional circumstances you require a change to these details please contact us where we can attempt to make these arrangements for an additional charge, details below.
- Change of delivery address after original confirmed booking: £15
- Change of delivery time after original confirmed booking: £25
- Failed delivery, new redelivery charge: £30
- A non-refundable cancellation charge of £30 applies on all 2 man delivery orders where a delivery time slot is booked, then changed or cancelled
- If you decide, for whatever reason, to cancel your order or return the goods within your 14 day approval period the delivery charge will not be refunded.
If you are not present to take delivery on a pre-arranged and confirmed day, there will be an additional £30 delivery charge added to your order. This charge becomes payable before another day is allocated for delivery.
Please note, 2 man delivery products are usually quite large and you will need to check the product size and dimensions to ensure the product can pass through corridors, gates and doors to reach your desired location.
Deliveries Outside of the UK
Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for non-UK deliveries, some of our products may not be available for delivery to certain destinations outside of the UK. We reserve the right to define what can and cannot be delivered to destinations outside of the UK.
Please note that many countries have import restrictions on certain products or materials. The products you order for delivery to destinations outside the UK may be subject to duties or taxes upon importation. These duties or taxes are levied once the product reaches the country of destination. You are responsible for determining whether there is any restriction on delivery of our products to your selected destination. You are also responsible for any duties, taxes or additional costs levied on your product at the time of importation, and for paying those costs. We recommend you contact your local customs authority or post office (where applicable) to learn more about customs restrictions and possible costs prior to placing an order.
We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with this returns policy.
If you want to return or exchange your products, you must take reasonable care of them and they should be returned to us in their original condition. For example:
- You can open the packaging to look at products
- Care must be taken when trying on garments i.e. if you are wearing perfume or make-up which may leave scent or marks on the products
- Please ensure footwear is tried on indoors and not worn outside until you are completely happy with the product
- Tags should not be removed from any item and the original packaging should be retained and returned
If you fail to take reasonable care of the products before returning them to us, you may have to compensate us. Our returns policy does not affect your statutory rights in respect of defective products.
Christmas Gift Returns Policy 2016
To help with your Christmas shopping, we have revised our Christmas gift returns policy. Product gifts (excluding Christmas trees, wreaths, lights and decorations) which are purchased from Monday 7th November 2016 can be returned or exchanged up until 15th January 2017. Please be aware the remainder of our usual terms and conditions remain enforced.
You can review our standard terms and conditions below.
Returns by Post
You may return unused products by post within 14 days of receipt, please note our reasonable care policy above. The cost of returning products to us shall be borne by you. The products are your responsibility until they reach our warehouse. Please ensure that the products are suitably packaged to prevent damage in transit. Products that have been used cannot be returned unless a warranty claim will be entered into.
Goods returned that are missing parts (handbooks, physical components) shall have the cost of replacing the missing elements deducted from any refund.
If products are returned by post, you should obtain proof of postage from the postal service you use. We recommend that you use a postal service that insures you for the value of the products you are returning. We will refund the full price you paid for the products, as well as any delivery charge, using the same method you used to pay for them. Any return cost, unless faulty or damaged, will be borne by you.
Products Received Damaged
If you receive an item that appears to be damaged, please sign for the items clearly noting that it is damaged and contact us immediately. We request that damages be notified to us within 24 hours of receipt.
Returning Faulty Goods
Under The Consumer Rights Act 2015 if your goods are faulty within 30 days you can get a full refund. After 30 days and up to 6 months your goods will be repaired or replaced, only if the goods cannot be repaired or replaced will you then be entitled to a full refund. After 6 months and within the offered warranty period, goods can be repaired or exchanged at the discretion of Charlies Stores once proof of manaufacturer fault has been provided by you.
Store Purchases Returns to Store
You can return unused store purchased products to any Charlies store for an exchange or refund within 28 days after receipt of the goods (subject to our Delivery & Returns policy). Please ensure that you take your receipt with you as proof of purchase for the store to exchange or refund the goods appropriately.
Online Purchases Returns to Store - Within 14 Days
You can return unused online purchases within 14 days to store (subject to our Delivery & Returns policy) although please note the following steps and exclusions:
Products that have been used cannot be returned unless a warranty claim is raised.
Step 1 -
You will need to bring proof of purchase with you to the store:
- Print-out a copy of your order confirmation email
- Delivery note
Step 2 –
Your return to store will be carried forward to our ecommerce returns department for processing. You will be issued a returns form as receipt of return to store.
Step 3 –
Please allow 7-10 days for your return to be processed by the ecommerce returns department.
Once your return is processed and accepted for refund by the ecommerce returns department we will credit your account to the original method used for payment. Please note, it can take 3-5 working days (excluding bank holidays) for the refund to show back in your account.
Faulty Exchange Within 30 Days
A faulty exchange can be completed in store for goods of the same or more value where stock is available within that store and you are within 30 days of receipt of your order (you will need to pay the difference if the exchanged item is of greater value than your original purchase). If you wish to exchange your goods for a different item of lower value you will need to make a new purchase for the replacement item and your original order will be returned for returns processing, once accepted this will be refunded by the ecommerce returns department.
Faulty Goods up to 6 Months (after 30 days):
You will need to contact our ecommerce department at firstname.lastname@example.org.
Faulty Goods after 6 Months:
You will need to contact our ecommerce department at email@example.com.
Please be aware the above "Online Purchases Returns to Store process" is subject to our Delivery & Returns policy.
You have a right to cancel your order under the Consumer Contract Regulations 2013. If you wish to cancel please tell us in writing or by email to firstname.lastname@example.org within 14 days from the day after the date on which the products are delivered. You must return the products to us in accordance with these Terms of Sale within 14 days of the cancellation. The cost of returning products to us shall be borne by you. You may wish to obtain a proof of dispatch as the products remain your responsibility until we receive them. Upon receipt of products we will refund the products and any delivery charge within 14 days.
Risk and Title
The products will be at your risk from the time of delivery. Ownership of the products will only pass to you at the time of delivery or (if later) when we receive full payment of all sums due in respect of the products, including delivery charges.