Shipping and Returns Policy
Prices of individual items do not include delivery charges. Delivery will be charged in accordance with the delivery method displayed on our Website. We employ third-party courier services to deliver your items. Although we provide an indication of typical delivery times, specific delivery times or dates cannot be guaranteed. Claims for non-delivery must be made within 21 days for a 100% Money Back Guarantee. All address information must be accurate, including the postcode where appropriate, and the recipient’s telephone number. Charles and Patricia Lester cannot accept responsibility for late or non-delivery if recipient address and telephone details are insufficient or incorrect. Delivery will be made by Courier or Royal Mail to the address you have specified at the time the order was placed. You will be asked to sign for any goods delivered. At this point responsibility will be passed to you. We shall not be liable for any loss resulting from any lateness of delivery to you. There is no minimum order value. If an item is out of stock at the point of order, the customer will be advised as soon as possible and will have the option of awaiting stock availability or of selecting an alternative stock. Orders placed will be dispatched within 7 days unless it is a special order which will normally take between 6-8 weeks unless otherwise stated.
Delivery charges will apply to all orders. The delivery charge is calculated using the current rates as charged by the chosen couriers. The costs reflect the estimated weight of the total order.
Delivery in United Kingdom
Expected date of delivery is next working day from the date of despatch, but this is not guaranteed. Customers will be notified should there be any unforeseen delay – if known by the suppliers. Delivery outside UK All items shipped outside the United Kingdom will not be charged UK VAT since international customers do not have to pay local UK VAT. However, non-UK customers may be required to pay local import tariffs. Shipping Insurance All items are insured for delivery. The responsibility for which passes to the buyer upon delivery of the goods.
Delivery Outside UK
All items shipped outside the United Kingdom will not be charged UK VAT since international customers do not have to pay local UK VAT. However, non-UK customers may be required to pay local import tariffs.
Signed for Delivery
Customers are expected to provide a delivery address at which there is someone present to accept the parcels on the expected delivery day as all deliveries will require a signature.
It is possible to ship items to more than one address. Please ensure that you submit full and correct details of all addresses.
Limitation as to Damage
The Company shall not in any way be responsible for any personal injury of damage to property howsoever caused. The Company will not be held responsible for the actions of the courier company when delivering items.
If you are unhappy with your goods and would like a refund or exchange, you must contact us within 14 working days of receiving your delivery. Items can be returned for a refund or exchange ONLY within 14 days of receipt. Please follow the relevant Returns Procedure set out below. Any stock item which is available for immediate despatch is eligible for our 100% money back guarantee. Please note that special orders and bespoke pieces cannot be returned for a refund or an exchange.
The product you return must be in new, unused and unworn condition with all the original packaging and garment tags still attached. New and unused means that there are no marks on the item or any wear on the tags and we will not accept any item with any indication that it has been used or worn. In such cases, the item will be returned to the purchaser without refund and shipping costs will be charged to the customer. Customers are requested to ensure that they are NOT wearing strong perfume when trying on the garments as it can quickly permeate through most fabrics. Before you send the item back to us, you must contact us by email or telephone. Exchanges are possible if the requested item is available. If you wish to exchange, please make this clear when contacting us. Faulty items will only be accepted if the goods are damaged at the time of receipt and the Company is properly notified of the fault. Charles & Patricia Lester do not take any responsibility for reimbursement and compensation in the event that any return packages are lost, stolen or mishandled. For further information you can contact us and we will be happy to talk you through the returns procedures.
For UK Customers
If you are located in the UK, we recommend shipping using your local registered postal service for insured parcel post to the Company address. Alternatively, you can return items using your preferred courier service. All the charges and paperwork will be your responsibility. Please retain the postage receipt to ensure that your package can be traced. All return shipping charges must be prepaid. You must ship the item(s) back to us in the original packaging. We will credit the credit/debit card used for your original transaction with the purchase value of the item(s) successfully returned in accordance with the terms set out above. Original shipping charges are non-refundable
For non-UK Customers
All items returned from outside of the United Kingdom MUST be marked as “Goods being returned to original manufacturer” Packages which are not marked in this way will become liable for UK VAT duties. The customer will be liable for these charges. We recommend you return items using your local registered postal service for insured parcel post to the Company address. Alternatively, you can return items using your preferred courier service. All the charges and paperwork will be your responsibility. Please retain the postage receipt/airway bill to ensure that your package can be traced. All return shipping charges must be prepaid. We will credit the credit/debit card used for your original transaction with the purchase value of the item(s) successfully returned in accordance with the terms set out above. Original shipping charges are non-refundable.
Some sale items can be returned at the discretion of the Company. Return of sale items will follow the procedure outlined in our Returns & Exchanges Policy.
Who to contact to arrange return of goods?
If you have any queries about returning an item or items, then please contact the office using the contact details provided below.
When are refunds processed?
Refunds are only issued upon return of the items purchased which have been inspected.
Can Credit notes be issued?
Credit notes can be issued should customers wish to exchange items instead of being issued with a refund.
Can items be exchanged?
Customers can opt to exchange an item. Please get in touch for more details. When should items be returned? Goods must be returned within 10 days of delivery.
What if items arrive damaged or the parcel has been damaged in transit?
If the goods are damaged, the Purchaser should contact Charles and Patricia Lester within 3 days of receipt of goods. Damaged goods must be returned to Charles and Patricia Lester, Llanfoist House, Llanfoist, Abergavenny, Monmouthshire, NP7 9LR suitably packaged. Charles and Patricia Lester will replace or refund the items concerned. All original packaging must be returned as it forms a part of the evidence required for insurance purposes. If goods are considered to be of faulty manufacture, please contact us immediately with the problem so that we can ascertain the cause of the potential fault and whether it is due to the manufacturing process. The Company reserves the right to decide whether any perceived faults are due to manufacturing error.