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Shipping, Returns & Refunds

DESTINATION COUNTRY DELIVERY TIME (WORKING DAYS)
Poland 1
Belgium, Czech Republic, Estonia, Germany, Hungary, Latvia, Lithuania, Luxembourg, Netherlands, Slovakia 2
Austria, Denmark, France, Romania, Sweden 3
Bulgaria, Croatia, Finland, Ireland, Italy, Liechtenstein, Portugal, Slovenia, Spain 4
Greece 5

ORDER PROCESSING & DISPATCH

We aim to acknowledge and process all orders within the same working day. During peak periods, order acknowledgement and dispatch may extend into the next working day.Orders are processed based on the information provided at the time of purchase. Once an order has entered processing, amendments may not be possible.Upon dispatch, customers will receive confirmation together with tracking information for courier and freight shipments. Tracking details are included on the invoice issued at the time the goods leave our warehouse.

DELIVERY TIMES

All delivery times shown for European regions represent estimated working day delivery times only and are provided for guidance. Once goods have been dispatched and transferred to the appointed courier or freight agent, delivery is subject to the shipping provider’s transit schedules and operational conditions. While we will assist with reasonable enquiries, we cannot accept responsibility for delays or disruptions once goods are in the carrier’s possession.

Order Accuracy & Confirmation

Customers are responsible for ensuring that all order details are accurate and complete prior to submission, including product specification, quantities, delivery address, and contact information. Receipt of payment and order confirmation constitutes confirmation that the customer has reviewed, verified, and agreed the details of their order as placed.

Delivery Issues & Claims

Customers should inspect all goods immediately upon receipt. Any issues relating to delivery damage, shortages, or discrepancies must be notified within 7 working days of delivery, where reasonably practicable, to allow us to raise a claim with the relevant shipping agent. Failure to notify within this period may affect our ability to pursue claims with the carrier.

Returns for Incorrectly Ordered Goods

Where goods are ordered incorrectly by the customer (including incorrect product selection, specification, size, or quantity), returns are accepted at our discretion. In such cases: Return shipping costs are the responsibility of the customer Goods must be unused, in original packaging, and in a condition suitable for resale Any applicable restocking fees may apply

Quality Issues & Non‑Conforming Goods

Any concerns relating to product quality or non conformance should be reported as soon as reasonably possible after receipt. All reported quality issues will be investigated. Where a defect or non conformance is confirmed, an appropriate remedy will be offered at our discretion, which may include repair, replacement, or a credit to the customer’s account. No remedy will be offered where damage or defects arise from misuse, incorrect handling, or circumstances outside the intended use of the product.

Your right to withdraw

Under applicable consumer protection laws, you have the right to withdraw from your contract within 14 days without giving any reason. The withdrawal period will expire 14 days after the day on which you (or a third party indicated by you) receive the goods.

To exercise your right of withdrawal, you may:

  • Click the link found within your order confirmation email; or
  • Complete and submit the online withdrawal form available by clicking here

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, you must return the goods to us without undue delay and, in any event, no later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired.

You must return the goods in their original condition, complete and undamaged, subject only to handling necessary to establish their nature, characteristics, and functioning. We may make a deduction from any refund for loss in value of any goods supplied if the loss is the result of unnecessary handling.

Unless otherwise agreed or stated prior to purchase, you will be responsible for the direct cost of returning the goods.

We will reimburse all payments received from you, including the costs of standard delivery (excluding any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

Customer Service

Mon-Fri, 9:30am - 17:00pm CET

MAIN OFFICE

+44 (0)1905 830734

Get in Touch

exports@charlesfaram.co.uk

Address

4 Lubomirka, 24-313 Wilkow, Poland