If you 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.
Return to Store - FREE
Please note: not all stores (concessions and third parties) allow web returns to store. Please check the details on the store locator.
Bring your items into store along with your dispatch note or order confirmation email. You can search for your nearest store here. We'll process a refund within 3-5 working days.
Please note: Not all items are eligible to be returned to store. Rugs, lights and large furnishings cannot be returned to store.
Return to Warehouse
DPD UK Mainland Only - £3.99 (Printer Required)
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. Please include inside the parcel your name, order number and the reason for return. Enclose this information inside the parcel and attach your returns 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.
There are over 2,500 locations across the UK. Find your local return point using the DPD Pickup Shop Finder.
4. Refund Processed
We'll inspect and refund your items within 10 working days.
DHL Express Collection - £10 (Printer Required)
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. Please include inside the parcel your name, order number and the reason for return. Enclose this information inside the parcel and attach your returns label to your package.
3. Package Collection
Await your DHL Express Collection. Your items will usually arrive back to us 2-3 working days after they are collected.
You can also choose to drop off at DHL service point. You can find your nearest DHL drop off point here.
4. Refund Processed
We'll inspect and refund your items within 10 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.
Selected Lights
You should have received a sticker for a 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 and Furniture
You have the right to cancel your order within 14 days of receiving it. Please note that you will be responsible for the return shipping costs. Please contact us to obtain the correct returns address. Some mattresses and beds are not eligible for return outside of this 14 day period.
Made To Measure Curtains
Made to measure curtains are non returnable. They are made bespoke for your windows and are not a product that can 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.
Personalised products
As these items are personalised and made to order, they are non-returnable. 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 item is faulty, what should I do?
We are sorry to hear your item is faulty, please contact us here.
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?
Please allow up to 10 working days to receive your refund once the return has been received back into our warehouse.
Refunds Policy
We reserve the right to refuse to refund goods that are not returned within 30 days of delivery. Any orders returned after the 30th day will be issued with a credit note upon receipt of the return, of the same value as the item(s) returned to spend on the website.
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 without any refund.
Unfortunately, we are not able to offer refunds for goods purchased from any of our Julian Charles stores or concessions. In the event of a problem with goods bought in a 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.
