Terms & Conditions

Terms & Conditions of Sale

By using our website you are agreeing to abide by the following terms and conditions. By purchasing goods on our website, you are entering a legally binding contract between yourself and Charlotte Keating England.

Payment & Availability

We accept credit/debit card payments by VISA, American Express and MasterCard or you may checkout using your PayPal account If you have one.

Or you can pay over the phone using our secure Square payment system.

Unless otherwise agreed between Charlotte Keating and the purchaser, all items must be paid in full before the purchaser's order is processed. Once payment has cleared, the purchaser's items will be dispatched. We accept payment through the PayPal secure payment facility.  You may checkout by logging in with you PayPal account or by simply using one of the accepted credit or debit cards. You don't need to have a PayPal account to purchase from us. 

PayPal, Amazon Pay and Shopify Pay are our Payment Service Providers. We pass on some of your details to for the sole purpose of processing your order. 

All prices are quoted in Pounds Sterling and are exclusive of excise duty where applicable.

Delivery costs will be estimated at the first checkout stage and added once you have inserted your delivery address details. You will then be able to complete your order with the confirmed shipping charges.  

Prices relate to Internet purchases only. While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

The purchase of goods is subject to availability. Each garment lists the stock status. Where your selected product is not available, we will notify you as soon as possible. A full refund will be given where you have already paid for the goods.

Once your order has been received by Charlotte Keating, you will receive an email from us thanking you for your custom and providing details of the items in your order for your reference. Please save or print a copy for your records.
When you pay using a credit card, you will receive an additional email from our payment service provider, PayPal, providing a receipt of your payment.

For the avoidance of doubt, receipt of an order via our website does not constitute acceptance of an order.

Delivery Information

You can choose your delivery service and speed at the checkout stage.  Orders will be sent by Royal Mail service

  • Royal Mail Signed For® 1st Class which aims to deliver next working day including Saturdays and requires a signature upon delivery.
  • Royal Mail Signed For® 2nd Class which aims to deliver within 2-3 working days including Saturdays and requires a signature upon delivery.
  • Royal Mail Special Delivery Guaranteed® which guarantees delivery of your order before 1.00pm the next working day to 99% of the UK and requires a signature upon delivery.

We also deliver Worldwide however please be aware that local import duties may be payable on receipt.

All product prices are exclusive of delivery charges which will be presented separately and calculated at time of checkout.

Paintings: due to the awkward nature of shipping paintings and whether or not you wish to add a custom frame,  please select "Collect in Person or Email for Delivery Quote (to be invoiced separately)" at checkout. You may request a delivery quote in advance of making your purchase or cancel your purchase with 14 days if you no longer wish to proceed with the purchase upon receiving the delivery invoice. No items will be shipped until shipping invoice has been paid. We ship smaller items by Royal Mail and larger Canvases with UPS. 


We aim to dispatch small artwork, jewellery and home decor accessories within one working day upon receipt of your order. For larger artwork, please allow up to a week for dispatch although we'll aim to get them shipped  much sooner if we can. If you need something quick, just call and we'll see what can be done to accommodate you. 

Delivery dates specified by Charlotte Keating  are approximate and any claims arising as a result of our inability to meet specified dates are excluded. Charlotte Keating England is entitled to make delivery of the goods in installments.

Time for the delivery will not be the essence of the contract. We cannot be held responsible for losses or inconveniences caused as a result of delays in deliveries by us or our suppliers.

All item prices are exclusive of delivery charges which will be presented separately and calculated at time of checkout. We currently deliver worldwide however delivery dates may very for locations out-with the UK and local import duties may be payable on receipt. In the event that you require delivery to an address out-with the UK, we will advise you of an approximate delivery date.

All products are sent by a carrier of our choice. A signature will be required to acknowledge delivery on all insured delivery options. The signature of the person accepting delivery at the delivery address will be proof that the person to whom the order is addressed has received the delivery.

Delivery is deemed sufficient if the courier of our choice has attempted delivery when the purchaser or purchaser’s representative is not at the delivery address at the time of delivery. In most cases where a signature is required, the courier will leave an ‘attempted delivery’ notification for the purchaser. Should it prove necessary, it will be the purchaser’s responsibility to arrange for re-delivery of goods or collection of goods from the mail depot.

On delivery of the goods the purchaser of the goods becomes responsible for any losses or damages arising as a result of their use however they may arise.

Passing of Property

The title of the goods does not pass to the customer until the full payment has been made by the customer, received by us and the goods delivered.

Passing of Risk

The risk in the products will pass to the customer on delivery. The risk in this context is taken to mean any damage or cost arising as a result of the purchased products to either the purchaser, the purchasers property or to any other third party or property.


You have 7 working days, from the date of placing your order, in which to cancel your order. To cancel an order, please write to us at:

Charlotte Keating,
7 Claremont House,
High Street,
GL15 5DX,

or email customerservices@charlottekeating.com, quoting your full name and address with order number. You will promptly receive a written confirmation of your cancellation with full refund where applicable.


If, for any reason, you are unhappy with the items you have ordered, we will offer a refund (other than in respect of goods made to your specification or clearly personalised) provided the goods are received by Charlotte Keating undamaged and in a re-saleable condition with all tags within 14 days of receipt (7 days for sale items).

Please note that it is your responsibility to pay for all return postage charges. 

Please note that on returning discounted goods/sets, your discount will no longer be applicable and you will receive the difference between the offer price and the total cost.

If you wish to return goods to us, please complete the returns form accompanying your order and enclose it with the returned goods, unworn and unwashed with all labels intact to:

Charlotte Keating,
Claremont House,
High Street,
GL15 5DX,

within 14 days of delivery of your goods. No goods shall be returned to Charlotte Keating unless they are in no less condition that when Charlotte Keating delivered them.

For the 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.

We will contact you as soon as we receive the goods and arrange a full refund.
Please allow at least 20 working days for receipt of refund.

In cases where the rejection or cancellation is due to a defect or 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.

This provision does not affect your statutory rights relating to faulty or mis-described goods or your right to cancel orders under the Consumer Protection (Distance Selling) Regulations, further details of which are available from your local Trading Standards Department or Citizens Advice Bureau.

We do not accept returns on made-to-measure, custom made or personalised items, unless they are found to be defective in excess of normal commercial tolerances, as we can not resell such uniquely made garments.


Please direct all complaints to:

Charlotte Keating ,
Complaints Department,
7 Claremont House
High Street,
GL15 5DX,

or email complaints@charlottekeating.com.

Privacy Policy

All the information you provide us with through our website or through correspondence with us is used to operate and improve the service we offer you. We will only use your personal information for:

  • Processing orders and administrating accounts for the supply of our goods and services.
  • Promoting products and special offers only when you register for our e-newsletter.
  • The disclosure of your information, as requested, where required by law.

By using our website or by placing an order with us, you consent to the information you provide being processed for any of the purposes set out above.
If you have registered to receive our newsletter, you can unsubscribe at any time by clicking on the ‘unsubscribe’ link within any received email.

You have a right to access the personal data that is held about you. Please send an email to info@charlottekeating.com to obtain a copy of the personal information we hold about you. You can have your personal details removed from our database at any time by writing to us at:

Charlotte Keating,
7 Claremont House,
High Street,
GL15 5DX,

Other Websites

This Site may contain links to other sites of third parties. We are not responsible for the content or privacy practices of those other sites.


A technology called "cookies" may be used during your time on this site. A "cookie" is a tiny element of data that a website can send to your browser, which may then be stored on your hard drive so you can be recognised during your session on the site.

Cookies will be used to ensure that items are placed into your Shopping Basket and orders are processed correctly when you use the PayPal payment system. You may be able to set your browser to notify you when you receive a cookie.

No recognisable personal information is stored in the cookie that can link it back to an individual.

Payment Security & Data over the Internet

The Internet is a global network. Therefore there are cases where your data travels internationally, which may include places outside the European Union. We want you to know that if you visit or shop with Charlotte Keating England, you are agreeing and authorising us to process data in this way. In the event that information is transferred outside the UK, we will ensure the security of that information.

Any card details that you send through the Internet when purchasing with us are encrypted using the industry standard Secure Sockets Layer (SSL) encryption protocol. This is a tried and tested method for protecting your personal information and is very secure. A padlock icon displayed in your browser indicates that you are on a secure website that uses SSL to encrypt the data that you input.


The reproduction of colours on the website is as accurate as the photographic and production process will allow.

These terms and conditions may be revised at any time and we reserve the right to do so. You are therefore advised to keep up to date with the contents of these terms and conditions as revisions are binding upon you.

If any part or parts of these terms and conditions are deemed invalid, void or unenforceable, then that part or those parts will be considered severable from these terms and conditions thereby not preventing the remainder from being enforceable or effective.


Your local authority Trading Standards Department, Citizen's Advice Bureau or equivalent can provide further information about your statutory rights.

Governing Law

Your use of this Site and any purchase by you on this Site of any products will be governed by English Law and will be deemed to have occurred in mainland United Kingdom.

The UK law is the applicable law.

Purchaser s default

In event of any breach of contract by you the purchaser, we will take appropriate legal action against you and if as a result of which we incur any legal fees, such reasonable fees are to be borne by you.


© All designs are subject to protection under copyright and may not be reproduced or copied in any way.