Returns and Refund Policy

Returns Policy

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 it is unused, unwashed, unaltered and in its original packaging.

We are not able to give exchanges for items but are happy to make a refund, which will go onto the card that was used to make the purchase. You should allow up to 10 working days to receive your refund once the items have been receipted back into our warehouse.

Ways to return your items

Return to store

Return to one of our 30 stores branded Julian Charles or Rectella or stores nationwide

 

1. Return your items to store

Bring your items to store along with your completed Returns Note

2. You're Done

We'll inspect your items and process a refund within 2-3 working days

 

Find your nearest store with our: Store Finder

Please note:

  • Refunds are not made directly at store – they are processed from the Customer Care team within 2-3 working days of you returning your items.
  • We do not except returns to any of our concession stores.

Return via DPD for FREE

If you don't have a local store then you may return your items FREE of charge via the DPD Network. There are over 2,500 locations across the UK

 

Find your local shop using DPD's: Pickup Shop Finder

1. Contact us

Contact our customer care team on 0345 609 3339 to obtain a returns number

2. Print your label

Our Customer Care team will email you a label to print and stick to your package

3. Prepare your package

Wrap items carefully to avoid damage in transit. Remember to include the completed Returns Note

4. Return for FREE

Return your item to your chosen DPD return location and your items will be with us within 2-3 working days

5. Track your return

Receive regular updates on your parcel location and receive confirmation on arrival. Details will be emailed to you

6. Refund processed

We'll inspect and refund your items within 10 working days

 

Return via the Post Office

If you wish, you may return the goods to us via the Post Office at your own cost to our distribution centre

 

Please use the following address:

  • JulianCharles.co.uk Returns
  • Great Bear Distribution Ltd
  • Unit 2
  • Tenth Avenue, Zone 3
  • Deeside Industrial Park
  • Deeside
  • CH5 2UA

1. Contact us

Contact our customer care team on 0345 609 3339 to obtain a returns number

2. Prepare your package

Wrap items carefully to avoid damage in transit. Remember to include the completed Returns Note

3. Return via Post Office

We'll inspect your items and process a refund within 2-3 working days

 

FAQ'S

More information you may wish to know

 

How do I track my return?

When you call our customer care team for a label, we'll request your contact details so DPD can keep you updated on your return progress. 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.

What should the package contain?

  1. The item(s) you purchased that you wish to return in their original condition – please refer to the refunds policy for more information.
  2. You're Return Note complete with your returns number, clearly stating which item(s) you are returning and the reasons why you are returning the goods.

What if items are damaged in transit?

We are unable to accept any responsibility for items that are lost or damaged in the post.

Can I get an exchange by post?

Please note that we are not able to give exchanges for goods returned by post.

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.

I'm sending via the Post Office – which service shall I use?

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.

If you need advice on returning by post, please contact our customer services team on 0345 609 3339 or via e-mail at cs@juliancharles.co.uk

Refunds Policy

Goods bought from the Julian Charles website may be returned by post or to one of our own branded stores – please refer to the returns policy for more information. Please note we do not offer an exchange service by post. We reserve the right to refuse to refund goods that are not returned within 30 days of delivery by post.

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.

If your payment card expires before we process your refund please contact our Customer Care team by telephone on 0345 609 3339 with your sort code and account number so we can refund you via BACS payment.

We will refund your original delivery charge if:

  1. we made an error in our despatch or
  2. if the item received is faulty, unfit for purpose and has been unused / unwashed or
  3. you have returned the order in full or
  4. if you are cancelling within 14 days of receiving the order

Our refunds policy is in addition to your statutory rights.