Terms & Conditions

The Terms and Conditions as set out below apply to your use of the Gladys & Charles Ltd website at (the “website”) and to any products you purchase from Gladys & Charles.  The terms apply regardless if you use the website or place a telephone order. You should read the Terms and conditions carefully.  By accessing, browsing, using registering with or placing an order on the website or by placing a phone order, you confirm that you have read, understood and agree to these Terms and Conditions in their entirety.

Should you disagree with the Terms and Conditions set out in partial or full, please do not use this website.  If you are under the age law requirements age, please do not use this website.

We many amend or update these Terms and Conditions from time to time to address our changing business requirements or to comply with the law without notice to you.  All updates will continue to be posted on our website. 

Placing an Order, Cancellation Right 

Placing an Order

By placing an order through our website or on the telephone, you confirm that you have read and understood and agree to these Terms and Conditions of sale. When you place an order, we will require some compulsory personal information. Alternatively, you can choose to place an order via the guest checkout.  Please refer to our Privacy and Cookie Policies for information on how your personal information will be used.

When you create an account on our website you will be asked to create a password to maintain account security.  It is your responsibility to maintain the confidentiality of your password and account details. If you suspect suspicious activity coming from your account, you should contact us immediately

If you choose to checkout as a guest, we still require compulsory personal information to process the order.  Personal details will not be stored aside from processing your order, or unless you have subscribed to our subscription or product alert services.

By completing the payment details at the checkout process you confirm that the credit or debit card being used is yours.  Our third-party ecommerce service may collect and store your information using encrypted secure payment mechanism and will only use your information in accordance with our Privacy and Cookie Policies.

If your payment is not received and we have dispatched your product, you must return the product to us in accordance with our return policy and in the same condition you received the product at your own expense.  If you do not do this within 14 days of the date on which we cancel your order we may collect or arrange for collection of the product at your expense.  We reserve the right to charge you for any damage to products that are unpaid.

Completion of the online checkout process does not constitute acceptance of your offer to purchase products from us.  You will be notified by email to acknowledge we have received and processing your order.  Acceptance of your order takes place when we have taken payment and despatch the product. Prior to despatch, we maintain the right to decline your order for any reason, including legal or regulatory. The duration of our contract with you commences when you receive the despatch email and ends on the last day of your right to return the product.

If we are unable to process your order or supply the requested product, we will inform you by telephone or email and if you have already paid, you will be refunded, generally within 3-5 business days.

Cancellation Right 

As a consumer online or by phone, you have the right to cancel your order provided it is no longer than 14 working days after the date on which you received the product.  Any paid delivery charge with be refunded within 3-5 days when we receive the returned product to our return address: Gladys & Charles, Returns, 1 Thrift Cottages, Straight Road, Boxted, Colchester, Essex C04 5RA. 

Should you wish to cancel your purchase after placing an order prior to delivery, please contact our customer service at  If the order has been dispatched you may return the product as outlined in our returns policy.

Product Pricing, Descriptions/Images 


All offers, price lists, delivery periods and other indications are without obligation.

Our product pricing is inclusive of UK VAT (pound sterling) rate. Delivery charges and periods are outlined in the delivery section.  We will do our utmost to ensure delivery charges reflected in the product item section are accurate at the time of publishing.

Please note certain products require alternative delivery charges, restrictions and / or timescales, in particular for furniture, large or fragile items. If the latter is the case you may be contacted by our customer service team at the point of purchase.

Product Descriptions/Images

We make every effort to ensure our product designs/models, colour specifications, measurements, images, weights, and other descriptions that are provided or displayed on our website are as accurate as possible, however, they are only indicative. No rights may be derived from the above unless Gladys & Charles and the other party expressly agree otherwise in a specific case. We aim to keep our website and product descriptions as up-to-date as possible but may be subject to change without notice.


All offers, price lists, delivery periods and other indications are without obligation.

We work with a variety of delivery services, including The Royal Mail, DPD, Parcel Force, DHL and UPS. Delivery periods are generally 3-5 days for small and medium parcels and 2-3 weeks for large / special product / furniture delivery.  Delivery periods that our third-party suppliers stipulate for products can never be regarded as a strict deadline. Estimated delivery days exclude weekends. Click here for further delivery information

The risk in the products passes to the customer at the time of delivery, including loss or damage. 

We make every effort to keep you informed of delays but hold no liability to you for such a delay or product delivery failure.

International Delivery 

Our international delivery service extends only to Europe.  

It may not always be possible to deliver to certain international destinations.  Gladys & Charles reserves the right to define what destination we can or cannot deliver to which destination.  International customers are advised to contact customer or phone +44 (0)7802 377310 for more information.

Disclaimers, Warranties 

Products Disclaimer

Many of our products are handmade with natural material, as such imperfections in the natural products may be visible and relate to the nature and properties of the raw material from which it is produced.  Website images will not necessarily capture the variances or imperfections which vary from item to item. We will do our best to be explicit in the product descriptions, where natural material is used and where you can expect a variation.

Damage from sunlight is likely if upholstered furniture or textiles are left in direct sunlight for extended periods.  Warping and expansion is possible with wood products if subject to temperature and humidity and therefore should not be placed by a radiator, under a window or skylight.


If goods supplied by Gladys & Charles come with a manufacturer’s warranty, this warranty will apply in the same way between the parties, provided this is permitted under the manufacturer’s original warranty. You will find applicable warranty information on the product page.

Warranties, if in place, will be honoured as long as presented with the original invoice.  The warranty does not cover the cost of deliveries. Warranties will not cover damages due to periodic maintenance, repair or placements of parts due to wear and tear, misuse, accidents or attempted repair failures. 

Product Availability, Cancellation Right 

Product Availability

As a small business, we generally keep low stock volumes.  If you place an order for an item that is subsequently out of stock we will contact you and let you know expected due date or refund your money.   If products are listed as being out of stock, you can subscribe to be alerted when the product is available.  Do contact our customer service who will be happy to provide a more specific timeline at

Sale Products 

We are happy to refund sale items, within 7 days of receipt.  You are responsible for paying the delivery cost of returning the sale product.  All other return terms apply. Returns & Refunds

Ownership of Rights 

All rights, including copyright and other intellectual property rights, in and to this Website are owned by or licensed to Gladys & Charles Ltd.  

Your use of the Website and its contents grants no rights to you in relation to our intellectual property rights, or that of third parties, in the Websites or its contents. By submitting information (other than personal data required for transaction processing), text, photos, graphics or other content to the Website, you confirm that you have the right to use the data and grant us a right to use such materials at our own discretion (with or without accreditation) in any media including, without limitation, to edit, copy reproduce, disclose, post and remove such materials from the Website.

Use of the Website outside the UK

Except where specified on this Website, the materials on this Website are displayed solely for the purpose of promoting Gladys & Charles merchandise available in the UK. However, Gladys & Charles may accept orders for delivery to locations outside the UK subject to customs, legal, regulatory and other practical restrictions.  If you choose to access this website or place orders for delivery from outside the UK, you are responsible for compliance with local laws if to the extent laws are applicable.