Refund policy
Order Confirmation
As soon as you (our customer) place an order, we will pre-authorise your card but it won't be charged until we contact our supplier to confirm that the product(s) you purchased can be delivered within the advertised timeframe.
Once confirmed, we will process the payment and your order will be placed immediately.
If there is any delay, such as an item being on backorder or the materials not being available for it to be handmade, we will void the pre-authorisation and contact you to let you know.
If only part of your order is available within the timeframe advertised on our website, we will contact you immediately to find out if you still wish to proceed with the order and present alternative options.
If we are unable to contact you within 48 hours, we will cancel your order.
Time Period And Criteria For Returning Standard Orders
In ALL cases, please contact customer support BEFORE returning your order so we can provide you with the correct return address.
The time you have to decide if you want to return an item, which is in perfect condition and can be resold is 28 days.
Please note that this timescale applies to all standard orders which have NOT been customised to your personal requirements.
If you wish to return an order within the highlighted return period, please ensure that your purchase is:
- In new condition without any marks, scratches, blemishes or damage of any kind
- Returned in its original packaging with everything that came with it
Please note that you are responsible for return shipping costs and we strongly recommend you take out postal insurance for the return of the item in case of damage during transit.
We will supply details of the returns address but it will be up to you or your courier apply the correct label and postage to the package.
Exchanges
We are happy to exchange the item you don't want for another that we have available.
To make that happen, we will need you to return the order you don't want so we can check its condition and return it to stock.
Only once we've been able to do that will we be able to dispatch the replacement item.
If you have any quesitons, please don't hesitate to contact Support.
Damaged Goods
We ask customers to thoroughly inspect all items as soon as they're delivered.
If the package has been damaged - over and above minor scuffs and scrapes to the outside box - we would ask you to refuse delivery.
If you discover the iterm(s) in your order have been damaged after you've accepted delivery, please take clear photos of:
- The damaged item(s)
- The delivery box and any damage that's visible
Email these pictures and full details to support@southcharlotte.co.uk so that we can open an insurance claim on your behalf.
If you have any questions about any part of our Return and Refund policy, please contact Support.
Christmas Returns 2025
Orders between 1 and 24 December have until Tuesday, 27 January, 2026, to return an unwanted or damaged item.
Please contact Support for more details.
Refund Processing Time
Please allow up to 7 days for us to process returns and arrange for refunds to be made.