Delivery & Returns

 

Delivery Information

Offering you first-class customer service is a key part of our business and this is reflected in our delivery. Please see below for details on our delivery methods and options.

 

Delivering to UK Mainland

We offer FREE DELIVERY to UK Mainland addresses for all orders over £50.

All orders take between 1-10 working days to be processed and dispatched.

Items are usually delivered between Monday to Friday, 8am - 8pm.

We endeavour to process and deliver your items as quickly as possible. Because of this, please inform us of any specific delivery instructions at the checkout stage.  

Depending on the dimensions, weight and value of your order, it will be dispatched using either Royal Mail First Class (£1.99) or a signed-for courier service (£4.99). We will calculate the correct delivery method for your order and state the delivery method on the ‘Delivery’ page.

Gift Vouchers are delivered via Royal Mail Signed For, and must be signed for by the customer – the delivery cannot be left in a secure place or with a neighbour.

 

Delivering Outside the UK

We are happy to offer our customers delivery outside of UK mainland.

All deliveries are shipped via courier and are trackable and signed for.

Please read the tables below for process and delivery times to UK Non-Mainland and selected European destinations:

UK Non-Mainland Delivery 

Location

Delivery Cost

Delivery Time

Channel Islands

£16.99

3-20 working days

Ireland (Northern & Republic)

£16.99

3-20 working days

Isle of Wight

£16.99

3-20 working days

Isle of Man

£16.99

3-20 working days

Scotland (Highlands & Islands)

£15.99

3-20 working days

Scilly Isles

£16.99

3-20 working days

European Delivery

Location

Delivery Cost

Delivery Time

France

 £29.99

3-20 working days

Germany

 £24.99

3-20 working days

Belgium

 £24.99

3-20 working days

Luxembourg

 £24.99

3-20 working days

Netherlands

 £24.99

3-20 working days

Delivery times for all locations outside UK mainland are approximate.

If you wish to have an order dispatched outside of the listed locations please contact us via email at web@candh.co.uk or alternatively call us on 0845 269 8352 for a quote.

Please be aware on orders to countries outside the EU, there maybe additional duties or charges due for which the receipient is responsible. C&H have no control over these charges therefore we are unable to provide any information on these processes.

Additional Delivery Information

In rare circumstances Special Order* items may take longer than the estimated time calculated on our website as stock levels can vary. If this occasion arises a member of our web team will contact you via telephone or email as soon as possible inform you of the correct delivery date.

In order to ensure you receive your order as quickly as possible, on rare occasions we may split your order into separate parcels. You will not be charged extra postage in this case.

Please note that when sending our Gift Vouchers, it is the responsibility of the customer to ensure their delivery address is correct as Gift vouchers sent to an incorrect address cannot be cancelled or refunded. Closs & Hamblin will not be responsible if a Gift Voucher is lost, stolen, damaged or destroyed or used without permission.

If you have a query about a delivery method or cost please contact our delivery & returns team via orders@candh.co.uk or alternatively call us on 01273 764299.

*Special order items (products which are not held in stock by Closs & Hamblin, but ordered directly from the supplier) are listed as such on product pages, and include but are not limited to certain fabrics, ready-made curtains, blinds, and PVC tablecloths.

 

 

Returns & Exchanges

We offer our customers the facility to return or exchange items purchased online via our website, or in a Closs & Hamblin high street store (excluding concessions). Please read below for the full options. Please read the Additional Information at the bottom of this section for details of items that are non-returnable, unless faulty or damaged.


If Your Goods Arrive Damaged or Faulty

If your order arrives damaged or your goods are faulty, please inform us within 7 working days by email to the web team at orders@candh.co.uk or call us on 01273 764299. You have the option of returning the goods for exchange or a full refund. In some instances, we will require proof the item is faulty (e.g. a photo).

In the case of goods arriving damage or faulty our web team will organise a suitable date and time for our courier to collect the goods from you. When we have received the returned items, we will refund the full amount of the order back to you.

 

If You Change Your Mind

If your goods are not faulty but you wish to return them, either for an exchange or refund, you must inform us within 30 days. Please email the web team at orders@candh.co.uk or call us on 01273 764299. If you wish to exchange your items please confirm via email which items you would prefer, and our web team can endeavour to process the exchange as quickly as possible. Items returned in this case must be unopened and in their original packaging.

 

Returning Your Items via Post

Items must be returned unused and in their original packaging. Please also include the completed Returns Form included in your initial delivery. If you have misplaced or not received a Returns Form you can get download a new one here or contact the web team on orders@candh.co.uk to request one.

Please note, when returning goods via Royal Mail or a courier of your choice, the customer will retain responsibility of the parcel until receipt is confirmed by Closs & Hamblin. In the event you are returning a damaged or faulty order, please include your postage receipt and our web team can refund these costs back to you.

If you would like us to organise collection of the goods to be returned from you, please contact our delivery & returns team at orders@candh.co.uk or call them on 01273 764299. This will incur a £9.99 charge to the customer which the web team will need to take prior to organising collection.

If you require a refund and return your items via post, the refund may take up to five working days to process. If after five working days you have not received your refund, please contact our web team on orders@candh.co.uk or 01273 764299.

 

Please Note: Where items are being returned but are not faulty or damaged, the initial delivery charges will not be refunded

 

Returning Your Order to a Closs & Hamblin Store

Items must be returned unused and in their original packaging. The goods will need to be accompanied by the completed Returns Form included in the initial delivery. If you have misplaced or not received a Returns From you can get download a new one here or contact the web team on orders@candh.co.uk to request one.

The store will also require a proof of purchase, including purchase date, which can be the Invoice supplied in your original order, or the Order Confirmation email received on placing the order. Please ensure you have this information prior to visiting a store or else the store may not be able to process your refund.

The Closs & Hamblin staff member will check the goods against your Invoice / Order Confirmation and Returns Form, and then process the exchange or refund through a till as necessary. If a refund is required, this will need to be issued back onto the original payment card so please ensure you have this card with you.

Please note: Unfortunately, we cannot process returns within any Closs & Hamblin concession. You may return your unwanted or faulty items to a C&H concession, unused, in their original packaging, alongside the returns note and proof of purchase. The concession will then send your items to our web team who will process your refund or exchange. It may take up to five working days to process your refund. If after five working days you have not still received your refund, please contact our web team on orders@candh.co.uk or 01273 764299.

 

Additional Information and Exceptions

Items are to be refunded as per their price on the proof of purchase.

Certain items, which are sent directly from supplier, will not contain an invoice or returns note within your parcel. In this case, if you wish to return these items please download and print out a returns form, found here. Alternatively, inform our web team when you advise us you wish to return the order, and request one to be sent via email.

Please read below the list of products that cannot be returned for exchange or refund unless faulty or damaged: 

  • Special Order Fabrics
  • Special Order PVC Tablecloths
  • Special Order Curtain Poles
  • Knitting and Sewing Patterns
  • Earrings
  • Gift Vouchers

We regret that fabrics and PVC tablecloths that have been cut to length form a roll will only receive a 50% refund as can only be resold as a half price remnant. For this reason, we recommend that you order a fabric sample from us before ordering a large amount.

Please note that the above terms will not affect your statutory rights. Please read our Terms & Conditions for more information.

 

 

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