Orders and payment
When will I receive my order confirmation?
An order confirmation is sent to the email address used at checkout. If it does not arrive, check your junk folder and contact us.
Can I change or cancel an order?
Contact us as quickly as possible. If dispatch has not started, we will try to help. Your statutory cancellation rights are explained in our Returns & Refunds Policy.
Delivery
How long does delivery take?
We normally process orders in 1-2 working days. Standard delivery then usually takes 4-7 working days. These are estimates; the checkout and dispatch email will show the available service for your address.
Will everything arrive together?
Multi-item orders may arrive in separate packages or deliveries. Tracking details will show each consignment where available.
Furniture and assembly
Will my furniture fit?
Check the product dimensions and measure doors, stairways, lifts and the final position before ordering. Allow space for packaging and turning large items.
Is assembly included?
Assembly requirements are stated on each product page. Unless an assembly service is explicitly shown at checkout, products marked self-assembly are delivered flat-packed for you to assemble.
Returns
What if an item arrives damaged?
Photograph the packaging and item, keep all packaging, and contact us promptly at care@charlottevane.co.uk. This does not affect your statutory rights.