Returns & Refunds

Returning Something You Don't Want

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of receiving it. Just tell us by email or start your return above, then send the item back within 30 days of delivery.

• Please return items unused, securely packed and, wherever possible, in their original packaging.
• The cost of sending the item back is yours. You can use your own courier, or we can arrange collection for a small fee. Furniture collections are £59, the same as our furniture delivery charge.
• We refund the item price and the original standard delivery charge. If you chose a more expensive delivery option, we refund the standard rate.

If Something Is Wrong

If an item arrives faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 apply. You can have a full refund within 30 days of delivery, and a repair, replacement or refund after that.

• Email us with your order number and photos or a video of the problem, as soon as you can.
• We arrange collection at no cost to you, including furniture.
• Faulty items do not need to be in their original packaging.
• Refunds for faulty items include the full delivery charge you paid.

Full details are on our guarantees page.

Sending Items Back Safely

Please pack returns securely, using the original box and protective materials where you can. You're welcome to handle an item as you would in a shop to check it, but please don't use or assemble it if you might send it back.

Items are your responsibility until they reach us, so we recommend a tracked service if you use your own courier.

How Refunds Work

Once your return reaches us, we inspect it and let you know if there is any issue.

• We refund you within 14 days of receiving the item back, or of you showing us proof of return if that comes sooner.
• Refunds go back to your original payment method. It can then take a few days to show, depending on your bank.
• For change-of-mind returns, return postage or collection costs are not refunded. Exchanges are treated as a return and a new order, so delivery is charged on the new item.
• Your refund will show as CHARLESTEDHOME and may appear under your original purchase date.

Returning Furniture

The same 14 and 30 day timings apply. Please let us know before you assemble a piece if you think you may return it, as assembled furniture is much harder to send back safely.

We can collect furniture from you for £59, the same as our furniture delivery charge, or you can arrange your own courier. Collection is free if your item is faulty, damaged or not as described. Email us and we'll agree a convenient date.

If you'd like to return an unwanted item after the 30 days, please get in touch. We may be able to offer a credit note.

Bespoke & Made-to-Order Pieces

Bespoke and made-to-order pieces are made to your specification, so the 14-day right to cancel doesn't apply once production has begun. If one arrives faulty or not as described, your rights under the Consumer Rights Act apply in full.

Product Care

Damage caused by not following the care instructions, by accident or by misuse isn't a fault, so it isn't covered by a refund or replacement.

Please read the care instructions on each product page, particularly for organic, distressed or reclaimed finishes.

Ex-Display Furniture

Ex-display pieces bought online have the same 14-day right to cancel. You can't return them for wear or marks that were described before you bought.