Returns & Exchanges

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

Returning an item to us

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 14 days of receiving the goods. Bespoke bedding items that are made to order including the Raised Wooden Dog Bed are non-refundable unless faulty.

Please email us within 14 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.

Exchanges

Please let us know within 14 days of receiving your original order if you wish to exchange any item(s) and return the item(s) to us at the address above.

Once we receive the return item we will dispatch the exchange item requested providing that the return item has been received in an acceptable condition and that any outstanding balances have been settled if applicable e.g. where an exchange item has a higher value than the return balance we will invoice the balance to you prior to dispatch. Where an exchange item has a lower value than the return item we will of course refund the balance, minus any additional shipping charges that may apply.

Refunds - UK 

If you are returning an item / items for a refund we are happy to refund the cost paid for the item(s) being returned as long as the goods have not been used and are in a re-saleable condition. If you are based in the UK we will also refund the original shipping paid on your order if the all of the items in the original order are being returned.

Please notify us within 14 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.

Once we receive the return items we will issue the refund within 21 days providing that the item(s) has not been used, has not been damaged and is in a re-saleable condition.

Refunds - International (non UK)

Please notify us by email within 14 days of receiving the item if you wish to return a product for a refund as described above. 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. 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 exchange or refund faulty items providing that any issues are not the result of reasonable wear and tear or inappropriate use of the product.

Even if an item is faulty 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: +44 (0)161 848 8702.