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Returns & Exchanges

We know it can be a headache returning items bought online so we try to make it as easy as possible.

We hope you won’t need to return anything to us but if you do we will refund or exchange any orders for stock items (providing the goods have not been used, are not damaged and in a re-saleable condition) as long as you notify us within 7 days of receiving the goods. Any products that are made-to-order or dressed-to-order are non-refundable unless faulty.

Please email us within 7 days of receiving your item(s) if you would like to return an item for a refund or exchange: hello@charleychau.com.

Our returns address is:

Charley Chau
Unit 1B The Empress Business Centre
380 Chester Road
Manchester M16 9EA

When returning items to us please make sure that you include your name and contact details inside the package and make sure that the items are securely packaged so that they are not damaged in transit. We recommend that you use a service with proof of postage (e.g. a signed for service) as you are responsible for the safe return of goods to Charley Chau. Goods are returned at your own cost unless an item is faulty.

With larger items the Post Office may not handle the size of parcel that you are returning so you may wish to use a courier service that you can book directly (without needing to have a shipping account with the courier) through brokers such as www.myhermes.co.uk, www.parcelmonkey.co.uk and www.parcel2go.com.

Exchanges

Please notify us by email within 7 days of receiving your original item(s) if you wish to exchange it/them for something else: hello@charleychau.com, and return your original item(s) to us at the address above within 21 days of your notification.

We will dispatch the exchange item as soon as we have received the originals being returned providing any outstanding balances have been settled e.g. if the exchange item has a higher value than the original then the balance will be charged.  Where the exchange item has a lower cost than the original item ordered we will refund the balance to you. Please note that additional shipping fees apply to exchange items dispatched.

Refunds - for UK & other EU Countries

If for any reason the item you have ordered is not suitable and you do not wish to exchange it for something else in our range we will also issue a full refund as long as the goods have not been used and are in a re-saleable condition.

Please notify us within 7 days of receiving the item at: hello@charleychau.com and return the item(s) to us at the address above within 21 days of your notification.

We will refund the full cost of the return items. If the product being returned was the only item ordered we will also refund the original shipping charge paid. Where multiple items were ordered and you are keeping at least one of the items ordered the original shipping fee will not be refunded.

Refunds - for non EU Countries

Please notify us by email within 7 days of receiving the item if you wish to return a product for a refund. Please note that while we will refund the full cost of the original item providing that the product has not been used and is returned in a re-saleable condition we cannot refund the original shipping fee paid. If returning goods for a refund the goods are returned at your own cost.

Faulty Products

We strive to ensure that all of our products are made to the highest standards but if you believe you have received a faulty item from us please let us know as soon as possible: hello@charleychau.com.  We will of course refund or exchange faulty items providing that any issues are not the result of reasonable wear and tear or inappropriate use of the product.

You must still return faulty goods to us as we always asses faulty items to help us maintain our high levels of quality. Our returns address is above.  Please return the faulty item within 21 days of your notification.

If you return a faulty item to us and we agree that the fault is not due to reasonable wear and tear or inappropriate use of the product we will reimburse you for any reasonable shipping costs incurred by you in returning the item to us.

Our Returns, Exchanges & Refunds Policy may change from time to time but the most up to date version is always available on this page.

If you have any questions please just contact us on hello@charleychau.com or telephone: 0161 848 702!