Returns and Refund 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 your item is unused, unwashed and in its original packaging.

We are not able to offer exchanges for items but are happy to issue a refund, which will go onto the original payment method that was used to make the purchase. Please 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

DPD - FREE - UK Mainland Only

We offer a free of charge return service for UK mainland.

There are over 2,500 locations across the UK. Find your local shop using DPD's: Pickup Shop Finder

1. Request Your Return

Simply click here to visit our returns portal to register your return and obtain your DPD returns label. To arrange your return you will need your order number and the email address you placed your order with.

Your 9 digit order number can be found on your order confirmation email. It is also shown on your delivery note as Cust Order No – you will only need the 9 digit number that follows the letters WEB.

Simply use the portal to select the items you wish to return, your reason for return, and select DPD as your returns method. Then print off your returns label and item slip.

2. Prepare Your Package

Package items carefully to avoid damage in transit. Enclose your item slip inside the parcel and attach your label to your package.

3. Return Your Package

Return your item to your chosen DPD return location and your items will usually arrive back to us within 2-3 working days.

4. Refund Processed

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

^†For rugs, you are responsible for arranging your return and paying the return costs.

DHL Express Collection - £3

1. Request Your Return

Simply click here to visit our returns portal to register your return and obtain your DHL returns label. To arrange your return you will need your order number and the email address you placed your order with.

Simply use the portal to select the items you wish to return, your reason for return, and select DHL as your returns method. Pay the collection fee, print off your returns label and arrange your collection with DHL.

†For rugs, you are responsible for arranging your return and paying the return costs.

2. Prepare Your Package

Package items carefully to avoid damage in transit. Enclose your item slip inside the parcel and attach your label to your package.

3. Package Collection

Await your DHL Express Collection. Your items will usually arrive back to us 2-3 working days after they are collected.

4. Refund Processed

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

^†For rugs, you are responsible for arranging your return and paying the return costs.

Return to Store - FREE

Return to one of our Julian Charles stores nationwide.

Please note, orders paid by American Express card are not able to be returned to stores.

†Rugs are not eligible for return to store.

1. Return Your Items to Store

Bring your items into store along with your dispatch note and order confirmation email.

You can search for your nearest store here.

2. You're Done

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

Please note:

Refunds are not made directly at store – they are processed from the Customer Care team within 10 working days of you returning your items.
We do not accept returns to any of our concession stores.

FAQ'S

I do not know my order number to return my goods?
Please contact our customer care team at cs@juliancharles.co.uk who will be able to assist you with this.

What should I do if I don't have access to a printer?
Process your return request through the returns portal, and then contact our customer care team at cs@juliancharles.co.uk with your returns number/reference. They will be able to assist you with this.

How do I track my return?
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?
The item(s) you purchased that you wish to return in their original condition and your item slip stating which item(s) you are returning and the reasons why you are returning the goods.

Can I get an exchange?
We do not offer exchanges for items purchased online. Unwanted items need to be returned and a refund will be issued. You can then place a new order for the correct item you require.

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.

Can I return items at my own cost via the Post Office or another courier?
o use your own method of return, please contact our customer care team at cs@juliancharles.co.uk to obtain the correct returns address. 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.

How do I return a rug?
For rugs you are responsible for using your own method of return. Please contact our customer care team at cs@juliancharles.co.uk to obtain the correct returns address. 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.

Refunds Policy

We reserve the right to refuse to refund goods that are not returned within 30 days of delivery.

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.

We will only refund your original delivery charge if:

we made an error in our despatch or you did not receive your order
if the item received is faulty, unfit for purpose and has been unused / unwashed
if you cancel your order before it has been despatched

Our refunds policy is in addition to your statutory rights.