FAQs
Do you have a showroom?
We’ve chosen not to open a showroom as most of our customers are comfortable buying online only. This has allowed us to offer a much larger range of products while being able to offer the most competitive prices.
How do I get in touch with customer service?
Simply visit the Contact page where you can send an email or you can give us a call on 0131 224 0075 during weekdays.
How do I place an order?
You can place your order using the website or give us a call and we can take your details and payment over the phone.
Why has payment been declined?
If you find your card isn’t working, please check the following:
- The long number, expiry date and CVV number match the card
- Your name is correct
- Your billing address matches the one used for your card
If everything is correct, please check with the organisation that issued your card and/or try an alternative card.
How do I use a discount code?
Once you’ve added items to your cart and click the “Check out” link, you will be taken to the checkout page where there will be a field in which you can type your discount code. This is usually located above the “subtotal” part of the checkout.
Why is my discount code not working?
The majority of our discount codes are single use and so if they’ve been used before then they won’t work a second time.
Also, they can’t normally be applied to items which are already on sale or have been discounted.
If that doesn’t apply to your code or you’re unsure, please contact customer support who will be happy to help.
Where can I get more information about a product?
If you have questions about any of our products, please contact customer support using your preferred method:
1. Emailing support@southcharlotte.co.uk
2. Phoning 0131 224 0075
3. Using live chat.
Do you price match?
We are confident you will already have the best price around but please contact us before ordering if you find a better price and we’ll do everything we can to meet or beat the price you’ve found. Please see our price match terms and conditions here INSERT PRICE MATCH Ts AND Cs.
Can I cancel or change my order or address?
You can only make changes to your order before it’s been dispatched.
If you need to make a change, please contact customer service with your order number and email address and we’ll do what we can to help.
However, any ‘made to measure’ or bespoke orders which are unique to you cannot be cancelled after payment has been made.
How do I report a missing item?
Orders with more than one product will sometimes be delivered in separate packages and on different days. There will normally be two or more tracking numbers.
If, when you receive your products, you believe there is something missing from the box, please contact customers support as soon as you can.
What is your returns policy?
You have up to 28 days from the date you received your order to return an item.
Please note that it’s essential the item you wish to return is fully complete, unused and in its original packaging.
Please contact customer support BEFORE sending it back so we can approve the return and provide you with details of where to send it.
Customers are responsible for return costs.
Do you deliver to Ireland and other countries?
We don’t currently deliver to countries out with the UK.
Do you deliver to Northern Ireland?
Yes, but we quote for that on a case-by-case basis due to border fees and other costs. If you wish to make a purchase that’s sent to Northern Ireland, please contact customer support with a list of the products you wish to purchase.
Can I track my order?
Yes, you will be sent a tracking number which you can use on our TRACKING PAGE to check the progress of your order.
Please note that, with certain couriers, you will only receive tracking information when it’s out for delivery.
If you’re at all unsure or aren’t receiving any information from your tracking number, please contact customer support.
What if my delivery arrives damaged?
It’s highly unusual for any of our deliveries to have problems.
However, if you’re unlucky and the package is visibly damaged when the courier arrives, we would ask you to refuse delivery.
If you only notice damage once you’ve accepted delivery, please take a photo of it and contact customer support within 24 hours of receipt.
We will arrange for the damaged item to be collected and for a replacement to be sent out.
Can I get my delivery on a specific date?
We can sometimes arrange for delivery on a specific date but we will require notice and it’s possible there will be an additional charge.
Contact customer support before placing an order and we’ll do what we can to help.
Can I collect my order from your offices?
We do not currently offer that service.
How do I return an item?
If, for any reason, you wish to return an item, please contact customer support as soon as possible and within 14 days of delivery.