Delivery & Returns

Delivery

Delivery cost will vary depending on destination of the recipient and total weight of package.

Please allow 5-7 working days for UK deliveries on items that are in stock. Delivery time for international deliveries will vary.

Charlotte Jade currently only ship to these international countries: United Kingdom, United States, Australia, New Zealand, Spain, Portugal, Germany, Netherlands, Italy, Greece, Croatia, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Norway, Poland, Romania, Slovakia, Slovenia, Sweden, Switzerland, Turkey, Russia and Malta. If you require delivery to any other international destination please do get in touch, info@charlotte-jade.co.uk

Charlotte Jade are not responsible for import duties for International shipments.

Additional time scales / deliveries will apply to bespoke services due to the specifications being a tailored service.

Quoted delivery times are given as an estimate.

All goods are dispatched suitably packaged for transit purposes only.

Products will be sent via tracked Recorded Delivery, providing you with the most reliable delivery service. It is very important, therefore, that you provide an address where someone is able to sign for your delivery.

Charlotte Jade will not be liable for any order which has been misplaced in the post. Wherever possible we will obtain a proof of postage.

Damaged goods

Items must be thoroughly checked for damage at point of delivery. After goods have been accepted / signed for, Charlotte Jade can accept no responsibility of damage to your item.

If your item does arrived damaged, please do not accept the delivery and contact Charlotte Jade immediately for a replacement either by telephone on +44 (0) 7743134343 or email info@charlotte-jade.co.uk.

Proof of damage (for example a photograph of the damage) may be required. Upon return of damaged/incorrect good, the full price of goods will be refunded through the payment method used to purchase the goods.

Charlotte Jade take extreme care when packaging products. Charlotte Jade will hold no responsibility for loss or damage to your order once it has been dispatched. Charlotte Jade shall not be held responsible for any late delivery.

Charlotte Jade do not take responsibility for goods that have been damaged after delivery as a result of poor handling or storage.

Bespoke Deliveries

Additional time scales and delivery time scales will apply to bespoke services due to the specifications being tailored to the buyer.

Please allow 12 weeks for our bespoke design service. To avoid disappointment please do get in contact as early as possible.

For products specified as a 'Bespoke Product' on our website, please allow the estimated delivery date specifically stated in the product details.

If possible, Charlotte Jade will always try to accommodate tighter timescales. This may however incur a greater cost for your bespoke design. Please advise on your timescales when you make your initial enquiry with Charlotte Jade. Please contact info@charlotte-jade.co.uk.

Charlotte Jade take extreme care when packaging products.

Please see Deliveries section below for delivery information, terms and conditions.

Bespoke goods tailored to your projects which are delivered as described and are in good condition will not be refundable.

Returns and Cancellations

Non-bespoke products may be returned. Returns will only be accepted if the product is unopened and undamaged and we are notified of this return within 7 days of delivery date. Customers are entitled to a full refund once we receive your returned goods. Accounts will be credited within 7 working days.

Customers wishing to return items must notify Charlotte Jade in writing via email: info@charlotte-jade.co.uk.

Customers are solely responsible for the arrangement of and costs of delivery and/or collection of any returned goods.

Returns must be sent to: The Barn Goldingtons, Church Lane, Sarratt, Hertfordshire, WD3 6HE and must include all documentation you received with the purchase.

If you receive an incorrect item, Charlotte Jade must be notified immediately upon delivery. Replacement orders will be sent free of charge providing we are notified within 7 days of delivery date. No claim will be accepted outside this time. In this instance, returned delivery cost will be refunded, provided receipt of postage is proven.

You are entitled to cancel your order, providing your order has not been dispatched. If you do wish to cancel your order, Charlotte Jade must be notified by email at info@charlotte-jade.co.uk.

Refunds will not be given on any wallpaper that has been hung.

If there is a fault with the wallpaper, Charlotte Jade advises you to stop hanging immediately. Please contact Charlotte Jade immediately and we will consult with our suppliers for analysis. Upon consulting with our suppliers, if they agree to the fault, we will issue replacement wallpaper. If the customer proceeds to hang the faulty wallpaper, we cannot take any responsibility for the wallpaper and will not provide replacement wallpaper or a refund. Charlotte Jade would never encourage a faulty product to remain in your home/business.

Charlotte Jade will not be held responsible for third party contracting/hanging fees on any circumstance, including if the wallpaper is faulty. We must be notified before any wallpaper is hung if there is any issue.