Returns & Refunds
Returns
Should you change your mind and wish to return a product, you should contact customer services by email at contact@gladysandcharles.com.
Please note you are responsible for the cost of return.
Customer services will be happy to make arrangements for the return, either a drop off or collection service. Or you can arrange to return the product yourself with a tracked delivery service at your own expense.
All products must be returned within 14 business days following receipt of the product. The cost of collection or drop-off is the same as the delivery cost, £5.95 standard UK, £15.00 standard UK, medium and £35 for fragile/large/furnishings.
You are required to take good care of the product whilst in your possession and return it in the original packaging, in the condition you received it and remain sellable.
Loss or damage in transit of returned product is your responsibility. We recommend you use a recorded delivery service and take out product protection for items of high value. If products are lost or damaged in transit we reserve the right to charge you or not refund the related amounts.
If you are returning goods outside of mainland UK, please contact customer services contact@gladysandcharles.com or call +44 (0)1206 430 278.
If you decide to return yourself, please note our return delivery address is different from our registered business address. Use the delivery address listed on the download Returns Form below.
Refunds
You will receive a full refund (excluding original delivery fee and return fee if we organise for you), within 3-5 days of receipt of the returned item. The refund will be made to the original card / payment method.
Damaged Product
We do our best to ensure our products are protected during the delivery journey, however from time to time damages in transit do occur. If your product arrives damaged or faulty, you should contact customer service within 48 hours of product receipt at contact@gladysandcharles.com. You will be asked to provide a photo of the product in question.
You should return damaged goods to us as soon as you have informed us and follow the return instructions (this includes a delivery address which is different from our registered business address). Please do not return prior to contacting customer services.
We will offer you a replacement product and if a refund is required we will use the debit/credit card provided when you placed the order.
You will be refunded 3-5 days after receipt of the returned product.
