Julian Charles aims to achieve the highest possible standards in all areas of the business. If, unfortunately, you do receive goods which are not in perfect condition or you simply wish to return an item, you may do so within 30 days of receipt as long as your item is unused, unwashed and in its original packaging.^
^Exclusions apply. Check individual product pages for details.
We are not able to offer exchanges for items but are happy to issue a refund, which will go onto the original payment method that was used to make the purchase. Please allow up to 10 working days to receive your refund once the items have been receipted back into our warehouse.
Christmas Extended Returns Policy
Items purchased between 1st November 2023 and 25th December 2023 can returned until 31st January 2024.
Ways to return your items
DPD - FREE - UK Mainland Only
We offer a free of charge return service for UK mainland. There are over 2,500 locations across the UK. Find your local return point using the DPD Pickup Shop Finder.
1. Request Your Return
Simply click here to visit our returns portal to register your return and obtain your DPD returns label. To arrange your return you will need your order number and the email address you placed your order with. Your order number can be found on your order confirmation email. It is also shown on your delivery note as Cust Order No – you will only need the 6 digit number that follows the letters WEB or #. Simply use the portal to select the items you wish to return, your reason for return, and select DPD as your returns method. Then print off your returns label and item slip.
2. Prepare Your Package
Package items carefully to avoid damage in transit. Enclose your item slip inside the parcel and attach your label to your package.
3. Return Your Package
Return your item to your chosen DPD return location and your items will usually arrive back to us within 2-3 working days.
4. Refund Processed
We'll inspect and refund your items within 10 working days.
†For rugs, you are responsible for arranging your return and paying the return costs.
DHL Express Collection - £3
1. Request Your Return
Simply click here to visit our returns portal to register your return and obtain your DHL returns label. To arrange your return you will need your order number and the email address you placed your order with. Your order number can be found on your order confirmation email. It is also shown on your delivery note as Cust Order No – you will only need the 6 digit number that follows the letters WEB or #. Simply use the portal to select the items you wish to return, your reason for return, and select DHL as your returns method. Pay the collection fee, print off your returns label and arrange your collection with DHL.
2. Prepare Your Package
Package items carefully to avoid damage in transit. Enclose your item slip inside the parcel and attach your label to your package.
3. Package Collection
A wait your DHL Express Collection. Your items will usually arrive back to us 2-3 working days after they are collected.
4. Refund Processed
We'll inspect and refund your items within 10 working days.
†For rugs, you are responsible for arranging your return and paying the return costs.
Return to Store - FREE
Return to one of our Julian Charles stores nationwide.
Please note: Not all items are eligible to be returned to store. Please check your dispatch note to see if your item can be returned to store. Rugs, lights and large furnishings cannot be returned to store.
1. Return Your Items to Store
Bring your items into store along with your dispatch note and order confirmation email. You can search for your nearest store here.
Please note: not all stores (concessions and third parties) allow web returns to store. Please check the details on the store locator.
2. You're Done
We'll inspect your items and process a refund within 3-5 working days.
How to return your large item
Rugs
Please note: for rugs, you are responsible for arranging your return and paying the return costs. Please contact us to obtain the correct returns address.
We're unable to accept responsibility for returns that go missing in transit. Therefore, it's recommended you obtain a tracked delivery service and proof of postage.
Lights
You should have received a sticker for a free DPD return with your light.
Instructions to return will be on the sticker.
Find your local return point using the DPD Pickup Shop Finder.
If you need any further assistance or didn't receive a sticker please contact us.
Garden Furniture
Please note: for garden furniture, you are responsible for arranging your return and paying the return costs. Please contact us to obtain the correct returns address.
We're unable to accept responsibility for returns that go missing in transit. Therefore, it's recommended you obtain a tracked delivery service and proof of postage.
Mattresses
You have the right to cancel your order within 14 days of placing it. Please note that your mattress has already been shipped when you decide to cancel, you will be responsible for the return shipping costs. Please contact us to obtain the correct returns address.
Made To Measure Curtains
Made to measure curtains are non returnable. They are made bespoke for your windows and are not a product that be returned to stock. If you do experience problems or faults with your product, please contact us and we will do our very best to help.
FAQ'S
My order number is not recognised on the returns portal?
Your order number will be on your order confirmation email and the packing slip inside your parcel. It will be a 6 digit number beginning with 2. You need to use the email address used to place your order to access the portal. If you can't find this information please contact us and we can assist you with this.
What should I do if I don't have access to a printer?
Process your return request through the returns portal, and then contact us with your returns number/reference and we can assist you with this.
How do I track my return?
You'll receive notifications when your order is picked up and returned back to our warehouse. Tracking is also available online and instructions to do so will be found on your label.
Can I get an exchange?
We do not offer exchanges for items purchased online. Unwanted items need to be returned and a refund will be issued. You can then place a new order for the correct item you require.
How long will it take to get my refund?
You should allow up to 10 working days, following receipt of your return, for us to inspect your goods and process your refund.
Can I return items at my own cost via the Post Office or another courier?
You can use your own method of return, please contact us to obtain the correct returns address. We're unable to accept responsibility for returns that go missing in transit. Therefore, it's recommended you obtain a tracked delivery service and proof of postage.
Refunds Policy
We reserve the right to refuse to refund goods that are not returned within 30 days of delivery.
In order to qualify for our refunds policy, all goods must be in a resalable condition i.e. undamaged, unwashed and unused in their original and undamaged packaging and complete with all tags and labels attached. Pencil pleat curtains must have tape un-pulled.
We reserve the right to refuse to refund goods that are not returned in a resalable condition. Goods returned in a condition that is unsatisfactory and/or incapable of being resold may be returned to you at your expense without any refund.
Goods must be returned with your completed returns note and be in the condition in which they were purchased. Unfortunately we are not able to offer refunds for goods purchased from any of our Rectella or Julian Charles stores or concessions by post. In the event of a problem with goods bought in store or concession please return the goods to the store or concession in which the goods were purchased.
We will only refund your original delivery charge if:
- We made an error in our despatch or you did not receive your order
- If the item received is faulty, unfit for purpose and has been unused / unwashed
- If you cancel your order before it has been despatched
Our refunds policy is in addition to your statutory rights.
