Returns & Refunds

Starting a Return

Contact us within 14 days of receiving your order to register your return. We'll send you full instructions once your request is received. Items must then be returned to us within 30 days of receipt.

You may return items using your own courier, or we can arrange a collection via our courier for a small fee.

For damaged or faulty items, please contact us with photographic or video evidence of the damage and when it occurred before sending anything back.

Returning Items in Good Condition

All items — including faulty ones — must be returned undamaged, unused, and in their original packaging. This means both the product box and the outer shipping box, complete with all protective materials.

It is your responsibility to ensure returned items are packed securely for transit.

If an item is damaged on its return journey due to poor packaging, we will decide at our discretion whether to:

1. Return the item to you
2. Offer a partial refund at a perfect-imperfect sale price
3. Provide a partial or full credit note

How Refunds Work

Once we receive your return, it will be inspected and we will contact you if there is any issue processing your refund or exchange.

• Refunds are issued minus any courier charges.
• We charge shipping costs for exchange requests.
• Refunds are processed on receipt of your return and may take 7–10 days to appear in your account, depending on your bank.
• Refunds always return to the original payment method and cannot be redirected.
• Your refund will show as CHARLESTEDHOME and may display under your original purchase date.

Returning Large Items & Furniture

All furniture and large items must be returned within 30 days of receipt, undamaged and in their original packaging with the returns slip completed. Please notify us of your intention to return within 14 days of receiving the goods.

You are responsible for the cost of returning large items unless the item is faulty, damaged, or incorrectly dispatched. For faulty returns, please repackage in original packaging and send us a photograph before we can arrange a free collection.

To arrange a collection for a large item, email us and our team will help coordinate a convenient date.

If an unwanted item is returned outside the 30-day window, please contact our customer services team — a credit note may be offered at the discretion of the company director.

Special & Bespoke Items

Bespoke and special orders are non-refundable. They may be exchanged for alternative products or store credit, but once placed, a bespoke order cannot be cancelled.

Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance-selling order within the applicable statutory cancellation period.

To cancel your whole order, notify us within 14 working days of receiving your parcel. You will need to return the entire order at your own expense (if already dispatched). A full refund will be issued once the complete order is received back in saleable condition and original packaging.

We cannot be held responsible for items lost in transit where the return was not arranged by Charlested Home. Return postage costs are the customer's responsibility and will not be refunded.

Your statutory rights are not affected. Charlested Home Ltd — Company Registration No. 15067274.

Product Care & Returns

If an item is returned for a refund but has not been cared for in accordance with our guidelines, and has become damaged as a result, we cannot accept responsibility and will be unable to issue a replacement or refund. In this case the item will be returned to you.

Please read all care instructions on the relevant product page, particularly for items with organic, distressed, or reclaimed finishes.

Ex-Display Furniture

Separate returns and refund terms apply to ex-display furniture purchases.