FAQ

Postage & Packaging

CHRISTMAS DELIVERY DATES

Wednesday  18th December 2019        Free Standard Delivery *Please read below

Friday           20th December 2017        First Class Delivery *Please read below

All orders must be received by 11AM on Wednesday, 18th December to qualify for our Free Standard Delivery. For orders placed after this time will be despatched using First Class service with postage charge of £5.50 (this includes orders over £75). First class orders must be received by 11AM Friday, 20th December. Orders after these dates may still be posted using Special Delivery - we ask you contact us here first.

FREE UK Delivery - Spend over £25.00

Standard UK Delivery - £3.95
Tracked Delivery for Europe Orders- £15.00                        

 We aim to deliver our items within 3-5 working days. Please note that during busy holiday period, delivery may take a little longer - please allow 5-7 working days for delivery during this period.  We may occasionally offer free delivery to our customers within the United Kingdom. For any international delivery enquiries, please email us to get a quote.

The delivery charge will be paid for by the buyer in the amount displayed at checkout at the time of purchase. If an item is lost during delivery, the total cost of item, including delivery, will be refunded. If an item is damaged during delivery, please contact us.

Orders over the £25 spend, are sent out in our luxury 'Yours Truly Charley' gift box. Please check the product description as some gifts are sold without a gift box.

Return policy

We want you to be happy with your order but if you’ve changed your mind, please e-mail us within 14 days of receipt of your order. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

 

To be eligible for a return, your item must be unused, complete and in the same condition you received it. It must also be in the original packaging and unopened. This means all seals on packaging must be intact and not broken.  Due to the perishable nature of goods such as food, chocolate or tea - these cannot be returned for health and safety reasons and are exempt from being returned. We will inform you if you are due a partial refund.


Please note that parcels are returned at your own cost.  We do not refund postage charges. We strongly recommend you use a secure delivery service and obtain a certificate of postage from the Post Office as we are responsible for your parcel only once it has been received and signed for at the returns address.  We do not accept responsibility for parcels damaged or lost in transit. Lost parcels will not be treated as returned. 

 

Once we receive your order, we will inspect it e-mail you to confirm we have received your returned order.  We also notify you of your approval or rejection of your refund. If your refund is approved, a credit will be automatically applied to your original method of payment. Please remember that it can take 3-5 business working days after we have processed a refund payment for it to appear on your credit/debit card statement. If you have any questions on how to return your item to us, please contact us.

Our returns policy does not affect your statutory right to cancel contracts for the purchase of goods made online or your statutory right in relation to faulty or mis-described products. If you do receive an item that is faulty, please email us at hello@yourstrulycharley.co.uk within 3 days of receipt of your order.

Payment Method

We accept the following credit and debit cards: MasterCard, Maestro, Visa, Delta and Visa electron. We also accept payments through PayPal. We do not accept cheques. 

Payment will be taken when you place your order. We must receive full payment both for the price of the good and any applicable delivery charge. If payment is not received or payment method is declined, the buyer forfeits the ownership of any items purchased. If no payment is received, no items will be posted. 

Ordering

Once you place an order with us, we will send you an email confirmation of your order, usually within 24 hours. If for any reason we are unable to fulfil your order, we will let you know at the earliest opportunity. If we have already received payment for such order, we will endeavor to refund the applicable amount using the same method of payment you provided.

Cancellation

Your order may be cancelled up until payment has been processed. Once payment has been processed, the buyer is responsible for payment. Get in touch if you need to cancel an order.

Other Queries

If you have any other questions or queries, please email us.

Connect with us

  • Pinterest - Grey Circle
  • Grey Facebook Icon
  • Grey Instagram Icon

COPYRIGHT ©2019 YOURS TRULY CHARLEY

SCOTLAND, UK