Customer Service
Shipping & Delivery
All deliveries for large items are made using experienced and professional delivery teams. Deliveries are usually arranged between 9am and 4.30pm Monday - Friday apart from bank holidays. All orders are carefully checked before loading and our drivers will place the furniture in the room and remove the packaging where possible.
Our smaller items and accessories are delivered either via DHL or Royal mail. In this instance, we regret that we are unable to dispose of packaging & wrapping material.
In the case of furniture delivered for self assembly it is not possible for our drivers to wait while each part is unwrapped and we regret that only in this instance we would be unable to dispose of the wrapping.
We deliver all items free of charge to all of the UK mainland apart from the Scottish Highlands.
Outside of these areas delivery is possible but a charge would apply. Please contact us either by phone on 01202 422428 or e mail info@mrcharles.co.uk and we would be please to provide a quotation for this.
We rely on the information you give to us in order to provide a trouble free delivery service. If you have restricted access to the front of your property or into the room where the furniture is to be delivered you must advise us of this by contacting us when you place an order.
The delivery or lead times indicated on our web site for a particular product are approximate only and Mr Charles cannot be held liable if, due to circumstances beyond our control such as factory strikes or material shortages, a delay is incurred. However, we will strive to deliver your order as soon as possible once it has been received at our warehouse.
Privacy & Security
It is your responsibility to ensure that you only enter your own details onto our web site and that these details are true, accurate and complete. If information relates to another individual you must obtain the consent of that individual. You must notify us immediately of any changes to the details you have provided us.
It is our responsibility to ensure that we treat all information as strictly confidential. We will use your personal information to process your order, process your payment and for statistical purposes for the improvement of this web site.
We will not trade or sell your personal information to a third party.
We may however, use your address and or e mail address to send you details of our special offers and new products, although you may request to have this information removed from our mailing list at any time.
Returns & Replacements
Stock Items
Orders for products which we hold in stock for immediate delivery and as such are not made to your colour or specification can be cancelled within 7 working days of delivery either by phone (01202 422428) or by e mail info@mrcharles.co.uk We cannot accept the return of either mattresses or pillows where the packaging has been opened. If you decide to return a stock item to us after delivery you must return the item at your own cost. We will then refund the price of your order less any deductable charges as outlined below by crediting your card within 30 days of the date on which you gave notice of your cancellation. If you do not return the product within 30 days of the date of notice of cancellation you will be deemed to have accepted the product. To qualify for a full refund, your returned product and packaging must be in a saleable condition and both the product and its packaging must be in an unmarked condition. We reserve the right to withold up to 25% of the refund value of the returned goods if the product or packaging is in a condition which would result in the item being cleared at a reduced resale price.
Non-Stock Items
These are goods which have been ordered specifically to your specification from our suppliers and as such are subject to a delivery or lead time to allow the product to be manufactured to order. For all non stock items you are entitled to cancel your order either by phone (01202 422428) or e mail info@mrcharles.co.uk at any time within 72 hours of submitting your order without charge to you. After 72 hours of submitting your order you cannot cancel your contract for a not stock item as the factory will have commenced manufacture.
Damaged Or Incorrect Items
If we deliver incorrect or damaged goods we reserve the right to provide the correct product or provide a replacement part or item from the supplier. You must notify us within 7 days of an incorrect or damaged product by either telephoning us on 01202 422428 or via e mail info@mrcharles.co.uk
Ordering
Payment, Pricing & Promotions
You can pay by Mastercard, Visa, Delta or Switch / Maestro. The price payable for the products are clearly displayed on the site. All prices are in pounds sterling (£) and are inclusive of any excise duty and VAT unless otherwise stated. The price of some large items of furniture over 15 KG in weight to an address outside of our free delivery area do not include the price of delivery which will be charged at the delivery rates displayed in our delivery section of this site and will be added at the point at which you submit your order. Authority for payment is given at the time you submit your order and payment will be taken in full at the time of the order. Your card details are encripted to prevent the possibility of unauthorised access or disclosure.
In the event of an incorrect price for a product shown at the time of order placement we reserve the right to cancel the order before delivery and offer you the opportunity to purchase the product at the correct price.
Viewing Orders
You are able to view your existing and past order history by creating an account on this web site using a personal password and e mail address. The account also allows you to edit your personal contact information at any time. All information on your account is treated as confidential and protected by the Data Protection Act.
If you require an update on the delivery or progress of a current order please contact us either by telephone on 01202 422428 or e mail info@mrcharles.co.uk
Updating Account Information
This is possible by either creating a personal account on our web site or by contacting us by telephone on 01202 422428 or via e mail info@mrcharles.co.uk
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