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Delivery & Returns

Every order is beautifully gift wrapped in our custom printed tissue, sealed with our hummingbird sticker and mailed in our gorgeous speckled egg printed biodegradable mailing sacs or securely bubble wrapped and packaged in a cardboard box. 

Delivery Service

You can choose your delivery service and speed at the checkout stage. 

    We deliver Worldwide however please be aware that local import duties may be payable on receipt. For international delivery, please contact us in advance of purchasing so that we may advise you of appropriate postage costs and alter the listing accordingly for you. All product prices are exclusive of delivery charges which will be presented separately and calculated at time of checkout.

    We ship smaller items by 2nd Class Signed For Royal Mail and larger Canvases with UPS. 

    Dispatch

    We aim to dispatch within 1-2 working days upon receipt of your order although some larger canvases may take a little longer to package up and arrange a courier (but we would keep you updated on the progress and endeavour to ship asap). 

     

    Returns

    NEED TO RETURN ITEMS?
    No problem. If you wish to return any items to us, please complete the returns form enclosed with your order and include it with the items your are sending back. Please reuse our resealable biodegradable mailing sac to post back your returns!

    In order to keep our prices affordable, it will be your responsibility to pay for all return postage charges and ensure the parcel reaches us. For your protection, we recommend that you obtain a certificate of posting, which will enable us to action your refund or replacement should the returned goods be lost or delayed in the post. Goods returned to Charlotte Keating are returned at the purchaser's risk. You can either do this by visiting your local post office or arranging collection by an affordable courier like MyHermes who will happily collect from you.

    We're happy to offer a refund provided the products are received by us undamaged and in their original condition within 14 days of receipt (7 days for sale items). No goods shall be returned to us unless they are in no less condition that when we delivered them. 

    In cases where the return is due to a discrepancy in the order, you will not be responsible for the return delivery charge. When the return arrives back at our premises it will be assessed and should we conclude that the products are faulty or that there was a discrepancy in the order, the return delivery charge will be credited back to you.

    Once we have confirmed that the items are in resaleable condition, any refunds will be credited to the original payment method within 20 days. Please note that on returning part of a set, your discount will no longer be applicable to the remaining items. 

    HOW TO RETURN
    1. Please complete the returns form and enclose it with the items you are returning within 14 days of receipt to Charlotte Keating, Returns Department, 7 Claremont House, High Street, Lydney, Gloucestershire, GL15 5DX, England.
    2. Ensure the items are undamaged and secured in their original packaging.
    3. Package the items safely for postage. You can reuse our re-sealable mailing bags for this.
    4. If you do not know your order number (if you have received a gift for example) and you require an exchange, please also provide your name, a delivery address and the gift givers name so we can action the exchange.