Shipping policy

We deliver to most countries worldwide. However, shipping prices and delivery times will vary depending on your delivery location. We aim to dispatch goods that are in stock within 1-3 days from the order date, 3-5 days for international shipments.

In order to receive a bespoke shipping quote and lead-time, please email luli@charlesorchard.com or call us on +44 7872 647782 with your delivery address and chosen items.

Tax and Duties

Please note that we ship all international orders on a ‘Delivered At Place’ (DAP) basis.

Your order may be subject to charges or fees imposed by your local customs authority. Payment of these will be necessary to release your items from customs on arrival. Please note: we have no control over these charges and cannot predict their amount or offer a refund for them.

We recommend that you contact your local customs office for details on how these charges are assessed and applied to your delivery. It can often be a much smoother process if you instruct an import/shipping broker to act on your behalf and liaise with our shipping agent – this can save time and any unexpected charges.

If you are a business customer outside the UK and need further tax relevant information for your order, please don’t hesitate to contact us on luli@charlesorchard.com.

Accepting Your Delivery

Please ensure you thoroughly check your items for any damage at the point of delivery. If this is impossible then please sign for them as ‘Not Seen’.

Once goods are accepted from the courier and signed for, no responsibility can be taken by Charles Orchard Ltd. for any loss or damage. In the unusual event that your item arrives damaged, please contact us on luli@charlesoharlesorchard.com. NB: All goods must be signed for by an adult aged 18 or over on delivery.

Damaged Deliveries

We do our best to ensure that our products are wrapped sufficiently to survive its journey to you but we do have to rely on third party companies to deliver your goods to you and breakages unfortunately can happen from time to time.

On the rare occasion that items arrive damaged, we may issue a replacement or a full refund. Please contact luli@charlesorchard.com within 14 days of the item delivery and we will do all we can to help. Please include as much photographic evidence as possible for damage to the package and the item – this way we can investigate the cause quickly and find a resolution for you. Please report any visible damage to the outer packaging to the drivers immediately. Items are considered faulty if they are received damaged. Wear and tear is not considered faulty. Please accept our apologies for any inconvenience this may cause you. 

Delivery Timelines

Recent national and international transport challenges and COVID restrictions may negatively impact delivery times beyond our control. If a delivery is not made within the expected timeframe, you will not automatically be eligible for a refund. Rest assured that we are working hard to get orders out as soon as possible and we aim to deliver within a reasonable time, however if you wish to discuss a cancellation or refund for a delayed delivery, please email us at luli@charlesorchard.com. We will do our very best to assist you and will consider your request in accordance with the Consumer Contracts Regulations 2013.

Pre Orders

Please be sure to check all the product details on the items you have purchased as there may be lead times specified on the product page. We will do our best to speed up the lead times where possible and communicate with you as much as possible during the process.