Frequently Asked Questions

Are my credit card details safe?
Yes, we'll always keep your details secure. We only keep limited payment card details which are used for verification and fraud prevention. We do not retain your credit card number, other than the last four digits which will appear on your invoice.

Can I have Next Day delivery?
Yes we now offer Next Day delivery to orders in mainland UK so long as you place your order before 2pm. Orders placed after 2pm on Thursday will be delivered the following Monday providing it's not a bank holiday. This costs £5.95.

Can I order a product as a gift?
We can deliver to addresses other than the address associated with your payment card. We're sorry but we don't offer a gift wrapping service at the moment. To keep up to date on the latest developments with our website, subscribe to our e-mail newsletter here.

Can I order in store for home delivery?
We are not able to support ordering in store for home delivery at the moment. To keep up to date on the latest product information, subscribe to our e-mail newsletter here

Can I order online and collect in store?
Yes, you may order online and collect from any of our branded Julian Charles / Rectella stores. Orders are despatched from our warehouse and delivered within 2-3 working days.

Can I pay using Rectella or Julian Charles vouchers or credit notes?
It is not currently possible to pay using Rectella vouchers or credit notes. To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

Can I place a bulk order for my business?
Whilst we welcome business orders, the products sold from this website are intended for sale to and use by domestic customers. They are not necessarily suitable for non-domestic or commercial use. There is no specific method for placing a bulk order, but if the quantity of items you want is available you will be able to order it. We reserve the right to charge an additional delivery charge for very large orders. If we intend to do this, we will contact you to discuss this.

Can I pre-order an out of stock item?
We don't offer pre-ordering of out of stock items. To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

How are your products priced?
Our prices are listed in pounds sterling, and are inclusive of VAT. The price you are charged will always be the current selling price for the items you have ordered.

How can I change my e-mail address?
If you want to change your e-mail address you can do this using the My Account section of the website. Alternatively, if you have not registered an account, you can contact Customer Services to change your communications preferences. Customer Services can be contacted by phone on 0345 609 3339 or via e-mail at cs@juliancharles.co.uk. To ensure that you receive your reply, please make sure that you include cs@juliancharles.co.uk on your list of friends.
You can write to customer services at: Julian Charles Website Customer Services, Julian House, Cobra Court, 2 Blackmore Road, Stretford, M32 0QY  (This address is not a returns address.)

How can I change my e-mail preferences?
If you have registered for an account you can change your preferences using the My Account section of the website. If you have not registered for an account, you will need to contact Customer Services if you wish to change your e-mail address or mailing preferences. . Customer Services can be contacted by phone on 0345 609 3339 or via e-mail at cs@juliancharles.co.uk. To ensure that you receive your reply, please make sure that you include cs@juliancharles.co.uk on your list of friends.
You can write to customer services at: Julian Charles Website Customer Services, Julian House, Cobra Court, 2 Blackmore Road, Stretford, M32 0QY. (This address is not a returns address.)

How can I contact customer services?
We hope that our FAQs and help pages will provide the answers to your questions, but don't hesitate to give our friendly customer service team a call or email to chat to a member of our team.
Call: 0345 609 3339 Monday- Thursday 8.30am- 5pm; Friday 8.30am – 1.30pm or via e-mail at cs@juliancharles.co.uk.

Alternatively, you can write to us at:
Julian Charles Website Customer Services, Julian House, Cobra Court, 2 Blackmore Road, Stretford, M32 0QY.  (This address is not a returns address.)

How can I find my password?
If you have forgotten you password, you can use the password recovery function on the login screen to request a reminder. Please note that customer services are not able to reset passwords or provide them to you.

How do I cancel my order?
Once your order has been placed, it is not possible to cancel it prior to delivery. You will need to accept the delivery and return the goods to us. Please click here for details of how to return items.

How do I return an item?
Please click here for details of how to return items.

How long will it take for my order to be sent out?
Once you place your order, we will normally pick your items from our warehouse the next day, and pack them for dispatch. For latest delivery information please click here.

How long will it take?
For latest delivery information please click here.

How much does delivery cost?
For latest delivery information please click here.

I e-mailed customer services, but I haven't had a reply.
There are occasions when we receive higher volumes of queries and we aim to answer your email as soon possible. It might also be useful to check the settings of your e-mail client or webmail account to make sure that our reply has not been blocked by your spam filter. To avoid this, you can add cs@juliancharles.co.uk to your list of friends.

I have a query about a Rectella or Julian Charles store.
Customer services will be happy to help you. You can contact customer services by telephone on 0345 609 3339 or via e-mail at cs@juliancharles.co.uk. To ensure that you receive your reply, please make sure that you include cs@juliancharles.co.uk on your list of friends.
Alternatively, you can write to us at: Julian Charles Website Customer Services, Julian House, Cobra Court, 2 Blackmore Road, Stretford, M32 0QY.  (This address is not a returns address.)

I've received the wrong products.
We’re sorry about that.  For information on our Returns and Refunds policy please click here.

I've seen an item in store, and I want to order it from the website.
Our website stocks most of the Rectella and Julian Charles range with some extra online exclusive items that you won’t find in our stores.  You may on occasion find products in store only as we change our ranges.
To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

My item has been damaged in transit.
We’re sorry about that.  For information on our Returns and Refunds policy please click here.

My order hasn't arrived.
For latest delivery information please click here. You can track your order from the link on your order dispatch email. If you cannot find your parcel details, or you have another query, we will be happy to help you. You can contact customer services by telephone on 0345 609 3339 or via e-mail at cs@juliancharles.co.uk. To ensure that you receive your reply, please make sure that you include cs@juliancharles.co.uk on your list of friends.
Alternatively, you can write to us at:
Julian Charles Website Customer Services, Julian House, Cobra Court, 2 Blackmore Road, Stretford, M32 0QY.  (This address is not a returns address.)

What are my statutory rights?
You will find information on your statutory rights within our Returns and Refunds policy  - please click here.

What happens if the product I've ordered isn't in stock?
Our website system is designed to ensure that stock levels are always accurate, and that only products that are showing as available can be added to your basket and ordered. Unfortunately, there may sometimes be errors, and occasionally products which are available from our website may be out of stock in our warehouse. If this happens, we will only ship you any items from your order which are in stock. You will not be charged for out of stock items.

What happens if you can't deliver to my address?
Sometimes there may be problems delivering to the address that you have given us. If this happens, we will contact you to discuss this.

What payment options are there?
We accept the following payment types:

  • Visa
  • Visa Electron
  • MasterCard
  • Delta

It is not currently possible to pay using any other payment method and we will only accept your offer to purchase a product or products from us where payment for such product or products is being tendered by a credit card or debit card which is registered in the United Kingdom. To keep up to date on the latest developments with our website, subscribe to our e-mail newsletter here.

When is payment taken?
Payment is taken at the point of dispatch. You should receive an e-mail confirming that your parcel has been dispatched, and payment will be taken shortly afterwards.
For PayPal orders your account will be charged as soon as we receive your order but payment not taken until your order is on its way to you.

When will my payment card be charged?
We do not charge your payment card until your order is being dispatched from our warehouse. For PayPal orders your account will be charged as soon as we receive your order but payment not taken until your order is on its way to you.

Where do you deliver to?
We can deliver to any part of the United Kingdom. At this stage we are not able to deliver to locations outside of the UK, including the Republic of Ireland or Mainland Europe. Sometimes there may be problems delivering to the specific address which you have given us. If this happens, we will contact you to discuss this.

Why do I need to give you an e-mail address?
We need your e-mail address in order to send you important information about your order, including order confirmations and parcel tracking details. If you do not provide an e-mail address, you will not be able to order.

Will I get a receipt?
Every order we send out will be accompanied by an itemised delivery note, which is also your VAT receipt. You will need your delivery note if you wish to return an item.