Terms & Conditions

How Our Contract Is Formed

When you place an order, we email to confirm we have received it. This is an acknowledgement, not an acceptance. Our contract is formed when we email to confirm your order has been dispatched, or when we confirm a pre-order or made-to-order item has been placed with our supplier.

We take full payment at checkout. If we cannot accept your order, we will tell you and refund you in full.

Product Information

We take care to describe and photograph every item accurately, and the goods you receive will match their description. Measurements are given as closely as we can, but natural materials and handmade pieces can vary slightly, which we note on the product page where it applies.

Prices, Offers & Payment

All prices are in pounds sterling and include VAT. Delivery charges are shown at checkout before you pay, along with any other charge, so the total you see is the total you pay.

If a product is listed at an obviously incorrect price because of an error, we will contact you before dispatch. You can then buy at the correct price or cancel for a full refund.

Discount Codes

One discount code can be used per order. Codes cannot be used on Sale items, Sale Room items or Special Price items unless the offer says otherwise. Each offer shows its own terms and end date. If we ever need to end an offer early, this will not affect orders already placed.

Payment

Payment is taken securely through our payment providers using the methods shown at checkout. We never see or store your full card details.

Pre-Orders & Changes

Pre-order items are allocated to you as soon as they arrive. The expected date shown is our best estimate based on our supplier's timescales, and we aim to dispatch within 2 to 3 working days of the stock reaching us. You can cancel a pre-order at any time before dispatch for a full refund.

If you spot a mistake in your order, contact us as soon as possible. We can make changes until your order has been sent to our warehouse for picking.

Delivery

Delivery costs and lead times are set out on our delivery page and shown on each product page. Unless we agree a different date or timescale with you, we will deliver within 30 days of your order. If we can't, we will let you know, and you can cancel for a full refund.

Furniture & Access

Before ordering furniture, please measure carefully and check that it will fit through gates, doorways, stairwells, landings and internal doors, and that the route is clear on the day. Furniture is delivered to a downstairs room.

If a delivery can't be completed because of access and the item has to come back to us, we will refund you less the original delivery charge and any reasonable return cost we tell you about first.

Risk & Ownership

Items are our responsibility until they are delivered to you or to someone you have nominated, such as a neighbour or safe place. They become yours once delivered and paid for. Goods are sold for personal use and not for resale.

Your Right to Cancel

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. We then give you 30 days from delivery to return the item, which is longer than the law requires.

• Please return items unused, securely packed and, wherever possible, in their original packaging.
• Unless the item is faulty, the cost of returning it is yours. We can collect furniture for £59, the same as our delivery charge.
• We will refund the item price and the original standard delivery charge within 14 days of receiving the item back, using your original payment method.
• If an item has been handled more than you would in a shop, or is damaged on the way back because of poor packing, we may reduce the refund to reflect the loss in value.

Bespoke and made-to-order pieces are made to your specification, so the 14-day right to cancel does not apply to them once production has begun. Your rights if they are faulty are not affected.

Full instructions are on our returns page.

Faulty or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged or not what you ordered, you are entitled to a refund within 30 days of delivery, and to a repair, replacement or refund after that. Faulty items do not need to be in their original packaging, and we will cover the cost of collection.

Please check your order on delivery and let us know about any problem as soon as you can, with photos if possible, so we can put it right quickly. Full details are on our guarantees page.

When We May Cancel

We may cancel an order before it is dispatched if the item is unavailable, or if it was listed at an obviously incorrect price. We will tell you by email and refund everything you have paid within 14 days.

Our Responsibility to You

If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach. We are not responsible for loss that was not foreseeable, or for business losses, as our products are sold for domestic use.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.

Copyright & Imagery

All content on this website, including text and photography, belongs to or is licensed to CharlesTed Home Ltd. You are welcome to use it for your own personal, non-commercial purposes, but please don't copy, modify or republish it without our permission. Some images belong to our customers and are used with their permission.

Complaints & Governing Law

If you are unhappy with anything, please email us at customerservice@charlestedhome.co.uk and we will do our best to resolve it.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts and keep the protection of your local consumer law.

What Ex-Display Means

Ex-display pieces have been used in a showroom, for photography, at exhibitions or for demonstrations. They are not sold as new and are priced to reflect this.

Condition & Packaging

Each ex-display piece is sold as described, with any marks, minor cosmetic imperfections or signs of display use set out in the listing and photos. Wear that we have told you about before you buy is not a fault.

Ex-display items may arrive without their original packaging. We will always protect them properly for delivery.

Returns & Your Rights

If you buy an ex-display piece online or by phone, you still have the 14-day right to cancel described in section 6. It must come back in the same condition it was delivered in, and return costs are yours. If you buy in person after seeing the piece, this right does not apply.

You cannot return an ex-display piece because of the condition, wear or packaging that was described to you before purchase. If it has a fault that was not disclosed, or is not as described, your rights under the Consumer Rights Act 2015 apply in full.