FAQs

Here are our frequently asked questions. If you have a question that doesn't appear on here, please email info@charlieandsams.co.uk and we'll aim to get back to you as soon as possible.
 
Delivery
 
Q. How long are shipping times?
A. We typically ship items within five days of receiving an order. From that point, it usually takes two to five days for the items to arrive.
 
Q. Who do you use to deliver you orders? 
A. Our standard shipping option is sent via Royal Mail 2nd Class. For larger orders we use Hermes.  
 
Returns

Q. Can I return my Item? 
A. If items are incorrect, damaged or faulty, Instead of returning them you can contact us within 14 days for a full refund. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a pic, and we’ll give you your money back in full. Then, if possible, you can donate your product to a local charity or recycle it. 
 
Exchanges
 
Q. Can I get my item(s) exchanged?  
A. Yes, if you need to exchange your item's you can return them for a colour or size change.  You will need to request an exchange number from customer services. Email returns@charlieandsams.co.uk with your order number and description of the issue along with your order number. Customer services will message you if more information is required. Items must be unworn and returned in perfect condition. If your item is not returned in perfect condition it will be destroyed. PLEASE NOTE THIS DOES NOT INCLUDE PERSONALISED PRODUCTS.
 
Q. What is the address for exchanges?  
A. Unit 6 Fernie Court, Station Road, Uppingham, Rutland, LE15 9US. 
 
Q: How can I get my item(s) exchanged? 
A: Please send your item(s) to our exchanges address along with your exchange note. We aim to get your exchange out within 10 working days of receiving your item. 
  
Q. What postage method should I use? 
A. If you choose to exchange an item then you will need to pay for the return postage. We recommend using "signed for" post to be sure it arrives with us! Please keep a receipt as it is the senders responsibility until we have received the item. 
 
Cancel Order
 
Q. Can I cancel my order? 
A. If you cancel your order within 24 hours of your order, we will usually be able to honour the cancelation. Please email customer service on info@charlieandsams.co.uk who will will be able to assist you further.