Delivery & Returns Policy

Delivery

All orders are “made to order” meaning from the order date there will be a production time to produce the goods you have ordered. An estimate production time is listed in the description of the item, however during busy periods these times may be longer. Please contact info@charlieborrow.com to confirm a production timeline for your order. On completion of the order the item/items will be dispatched either via Courier or Royal Mail 1st class signed for delivery. Please be sure that the address given is correct and that there will be someone trusted to "sign for" the item at that address. Any item "signed for" at the given address will be considered received by the customer, and CHARLIE BORROW cannot be held liable for losses. Delays are unlikely, but where they happen, they remain the responsibility of the Delivering Company. CHARLIE BORROW’s responsibility for the item finishes upon handing over the item to the shipper/courier.

Domestic shipping will be fully insured and trackable. You will be emailed a tracking or delivery number along with courier/shippers details for your records and corrospondence.

International orders will be shipped where possible via a door to door courier/shipper however to keep shipping prices competitive this isn’t always a possibility, in which case your items may pass through the hands of more then one shipper. International orders are not dispatched fully insured unless requested by the client. Please bear in mind that customs, import, and other duties may be applied, and are payable by the customer.You will be emailed a tracking or delivery number along with courier/shippers details for your records and corrospondence.

Collect in store if you wish to do this please select this option at the check out and you will be contacted via email when the order is complete and a time for the collection will be booked in.

Returns Policy

When you buy goods from us online you have a number of rights as a consumer. All items are “made to order” for the client meaning they are returnable for an EXCHANGE, CREDIT or REFUND minus P&P so long as the goods are returned back to us in their original condition and packaging within 14 days of receipt. If your order was shipped free of charge this was a gesture of good will however the full cost of P&P will be deducted from your refund unless the item was damaged, wrong or faulty. Shipping prices may be subsidised from time to time to keep prices competitive, the full cost of P&P will be deducted on returned items with subsidised shipping. Any “personalised, customised or bespoke” items are non returnable. Please contact Info@charlieborrow.com to notify us that you are un happy with your order prior to returning the item.

Returning parcels are the customer’s responsibility until they reach us and a refund will not be given until we have received them. We recommend that you send your returns using a recorded or signed for service post and that you retain the proof of postage. For international returns, clearly label your parcel as ‘RETURNED GOODS’ to avoid further handling and customs fees.  Failure to do so is the sole responsibility of the customer.

Refunds are normally processed within 7 working days and all refunds will be made to the method of payment originally used when placing your order. It can take up to 10 working days to receive the funds in your account.

We have the same returns policy for Collect in Store orders placed online.

CHARLIE BORROW will only refund the cost of delivery if your order is incorrect or faulty. If the item was faulty when you receive it, please notify us within 14 days of receipt.

Return Address

Charlie Borrow, 59 Virginia Road, London, E2 7NF, UK