Delivery and returns

DELIVERY

We aim to process online orders twice a week. We use Royal Mail Tracked 48, so orders should arrive 48 hours after the dispatch date. Please note this is not a guaranteed timeframe.

RETURNS POLICY

If you would like to return or exchange your online or in-store purchase, or cancel your online order, please contact us directly at: shop@charleston.org.uk

Below you will find terms and conditions for returns, refunds and exchanges.

IN-STORE PURCHASES

If a product you have purchased is faulty or not as described, please return the product to Charleston shop within 28 days of the original purchase along with proof of purchase and we will issue a full refund. If the product is not returned within 28 days of the original purchase or proof of purchase cannot be provided, we are unable to offer a refund. Please note we are unable to accept returns by post for any products purchased in-store.

If you knowingly purchased a product which was faulty or damaged, or have damaged a product trying to repair it yourself, we are unable to accept a return and offer a refund.

If you have purchased a product and changed your mind, or purchased the wrong size or colour, we are unable to offer a refund. We will provide a like-for-like exchange, stock availability permitting, or issue store credit in the amount of the returned product. Please return the product to Charleston shop within 28 days of the original purchase along with proof of purchase. If the product is not returned within 28 days of the original purchase or proof of purchase cannot be provided, we are unable to offer an exchange or issue store credit.

Please note that store credit cannot be used online and must be spent in-store within 12 months of the date issued. Store credit will no longer be valid after this period.

ONLINE ORDERS

Cancellations

We aim to process online orders twice a week. We use Royal Mail Tracked 48. If you wish to cancel an online order, please get in touch with us as soon as possible. Please contact us directly at: shop@charleston.org.uk

If the order is cancelled before it has been dispatched, we will issue a full refund including shipping fees. The refund will be issued within 14 days.

Please note we are unable to cancel an online order after it has been dispatched. Your order can still be processed as a return, please see the Returns section below.

Returns

If you wish to return products purchased in our online shop, you have 14 days to inform us of your decision. Please contact us directly at: shop@charleston.org.uk

You have a further 14 days to return the products to us. A full refund will be issue within 14 days of us receiving the returned products. Please note we are unable to refund the shipping fees or provide pre-paid postage for any returns.

All items are returned to us at your own risk, and we are not responsible for any products lost in the mail. We recommend returning products using a recorded or tracked delivery service and retaining proof of postage. We are unable to issue a refund for any products that do not arrive within 14 days.

Unless faulty, all products must be returned to us in their unused, original condition, with unopened product packaging and any tags attached and seals unbroken. Incomplete, damaged, worn, soiled or altered products will not be accepted for return or refund.

Exchanges

If you wish to exchange a product bought online, you have 14 days to inform us of your decision. Please contact us directly at: shop@charleston.org.uk. We will advise on the availability of an alternative product. Please note we only offer like-for-like exchanges.

You have a further 14 days to return the original product to us. Please note we are unable to refund the shipping fees or provide pre-paid postage for any returns. The new product will be sent out to you once we have received the original product. There will be no additional charges for the delivery of the new product.

All items are returned to us at your own risk and we are not responsible for any products lost in the mail. We recommend returning products using a recorded or tracked delivery service and retaining proof of postage. We are unable to issue an exchange for any products that do not arrive within 14 days.

Every purchase in our shop supports Charleston and our work in putting on inspiring events, festivals and exhibitions, as well as conserving and maintaining our collection, house and garden.