Do your prices include VAT?
Yes, as we are a registered UK company, all prices on our website are inclusive of VAT.
How do I know if my order has been successful?
After you have completed checkout, an email or text message will be sent to confirm that we have received your order. When the order has been prepared and ready for collection from our couriers a further message will be sent confirming the tracking number.
How much do you charge for delivery?
Good news, all of our orders are shipped free of charge
What do I do if the item I want to purchase is out of stock?
If a product is out of stock you can request an email notification to let you know when we will have new stock available.
If I change my mind, can I cancel or alter my order?
To cancel your order, you must contact firstname.lastname@example.org in writing via email. It is very difficult to cancel an order once it has been dispatched from our warehouse.
How long does it take for my order to arrive?
Our fulfilment centre is open from Monday to Friday. All of our orders are dispatched on a 24 hour service with either Royal Mail, DPD or UPS. All orders received before 2pm are dispatched the same day. Orders received after 2pm are dispatched the following day.
We are experiencing a few delays in our network due to COVID-19, please allow a few extra days for delivery.
Do you deliver internationally?
Yes, we have opened a fulfilment centre in the USA. However, at the moment we can only ship the Safety Snood and Comfy Fit Copper Gloves. We are planning to increase the range in the next few months.
Do you have a wholesale price list?
If you are a business and looking to purchase a large quantity, please contact email@example.com or call 0800 086 9841 and we can discuss your requirements.
Do you send out VAT Invoices for business orders?
Yes, please send an email to customer services with you order number. We aim to send requests for VAT invoices within 24 hours.
What happens if I need to return a product?
Please contact customer services to organise a return. As soon as the returned order has been received by our fulfilment centre, the refund is processed. Please allow 48 hours for the funds to reach your account. Please include the packing slip with your return.
The address for returns is as follows
C/o Character Mailing Services
What happens if my order does not arrive?
If you do not receive your order within 7 days of you making your purchase, please email or call our customer service team on 0800 086 9841.