Shipping Information

At Charlies Chapters, we aim to process and dispatch all orders as quickly and reliably as possible. Delivery times can vary depending on the item ordered, the handling time shown on the product page, the delivery address, courier availability and seasonal demand.

Handling Time

Each product may have a different handling time. The estimated handling time for an item is shown within the product/item description or product delivery information.

Handling time is the time we need to prepare, source, pick, pack and dispatch your order. This is separate from the courier delivery time.

For example, if an item has a handling time of 5 days, this means the item is expected to be dispatched within that timeframe. Courier delivery time should then be added after dispatch.

Delivery Time

Once your order has been dispatched, delivery time will depend on the courier service used and the delivery location.

As a general guide, please allow additional time for:

• courier transit after dispatch;
• weekends;
• UK bank holidays;
• public holidays;
• remote or rural delivery addresses;
• high-demand periods such as Christmas;
• severe weather or courier network delays.

Delivery estimates are provided as a guide only and are not guaranteed unless clearly stated.

Couriers We Use

We use a range of trusted couriers and postal services depending on the size, weight, value and destination of the parcel.

The courier used may vary depending on:

• the type of item ordered;
• parcel size and weight;
• delivery location;
• courier availability;
• the most suitable service for the order.

Orders may be sent using services such as Royal Mail or other recognised UK courier networks.

Working Days

Unless otherwise stated, working days are Monday to Friday and do not include weekends or UK bank holidays.

Orders placed at weekends or on bank holidays will usually begin processing on the next working day.

Multiple Item Orders

If you order more than one item, your order may be sent in separate parcels. This can happen when items have different handling times, are dispatched from different locations, or require different parcel services.

Separate parcels may arrive on different days.

Delivery Address

Please make sure your delivery address is correct before placing your order.

We cannot be responsible for delays, failed deliveries or lost parcels caused by an incorrect or incomplete address supplied at checkout.

If you notice an error in your delivery address, please contact us as soon as possible. We will do our best to help, but we cannot guarantee changes can be made once an order is being processed or has been dispatched.

Failed Delivery Attempts

If a courier attempts delivery and no one is available, they may leave a card, deliver to a safe place, deliver to a neighbour, or take the parcel to a local collection point.

It is the customer’s responsibility to follow the courier’s instructions and collect or rearrange delivery where required.

If an item is returned to us because it was not collected, refused, or could not be delivered due to address issues, we may need to charge additional postage to resend the item.

Tracking Information

Where tracking is available, tracking details may be provided after dispatch.

Some lower-cost or standard delivery services may have limited tracking or delivery confirmation only.

Delayed Orders

Most orders arrive within the expected timeframe, but delays can occasionally happen once an item is in the courier network.

Please allow reasonable additional time during busy periods, poor weather, bank holidays or courier disruption.

If your order has not arrived after the expected delivery period, please contact us with your order number and we will investigate.

Lost Parcels

If a parcel appears to be lost, we will investigate with the courier where possible.

A refund or replacement may be offered once the courier confirms the parcel is lost, or once a reasonable investigation period has passed.

Delivery Costs

Delivery costs, where applicable, will be shown at checkout before you complete your order.

Delivery charges may vary depending on the item, parcel size, delivery location and selected delivery service.

International Delivery

Where international delivery is available, delivery times can vary significantly depending on the destination country, customs processing and local postal services.

Customers outside the UK may be responsible for any customs duties, import taxes, handling fees or local charges applied by their country.

Our Aim

We aim to provide clear delivery information, reliable dispatch and helpful customer service. If you have any questions about delivery before or after placing an order, please contact us using the contact form on our website.

Returns & Refunds Policy

At Charlies Chapters, we want our customers to be happy with their order. If you need to return an item, please contact us and we will guide you through the returns process.

Change of Mind Returns

You may cancel your order within 14 days of receiving your item. After telling us you wish to cancel, you then have a further 14 days to return the item to us.

Returned items should be unused, undamaged and in the same condition as received. Please package the item carefully so it is not damaged in transit.

As a goodwill policy, we may accept returns up to 30 days after delivery, provided the item is returned unused, undamaged and in a resaleable condition.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective or incorrect, please contact us as soon as possible with your order number and details of the issue.

We may ask you to provide clear photos of the damage, defect or incorrect item. This helps us resolve the matter quickly and decide whether a refund, replacement or return is required.

Where an item is confirmed to be damaged, defective or incorrect, we will offer a suitable resolution, such as a replacement or refund.

Return Shipping Costs

For change of mind returns, customers are responsible for the cost of returning the item to us.

If the item is damaged, defective or incorrect, we will provide return instructions and, where appropriate, cover the return postage cost or provide an alternative solution.

We recommend using a tracked or proof-of-postage service when returning items, as we cannot be responsible for returned items lost in transit.

Refunds

Once we receive your returned item, we will inspect it and process your refund as soon as possible.

Refunds will usually be made to your original payment method. Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.

Where a full order is cancelled and returned under your cancellation rights, we will refund the item price and any standard delivery charge paid. Additional delivery upgrades or premium delivery services may not be refunded in full.

We reserve the right to reduce the refund amount if an item has been used, damaged, or returned in a condition that reduces its value.

Free Gifts and Promotional Items

Free gifts, such as bookmarks or other promotional items, have no cash value and are not refundable.

Late Delivery

We always aim to dispatch and deliver orders within the estimated times shown on listing and on your order confirmation.

Delivery estimates are not guaranteed unless specifically stated. We do not normally offer financial compensation for delays, inconvenience, or external costs caused by late delivery. This does not affect your statutory rights.

How to Start a Return

To request a return, refund or replacement, please contact us using the contact form on our website.

Please include:

• Your order number
• Your name
• The item you wish to return
• The reason for the return
• Photos, if the item is damaged, defective or incorrect

We will reply with return instructions.

Your Statutory Rights

Nothing in this policy affects your statutory rights.