When do I need to order by for Christmas? When are you open?
Click here to see our Christmas Opening Hours/Delivery Information.
I sent an item back for refund but haven't received any repayment
We normally process refunds within 10 days of return. If you are still waiting for your refund after this time please click here to send us an email with the date you returned and full name used on the returns form so we can check this for you.
How do I return my item?
We want you to love our products as much as we do but if you don't then you can send them back to us within 90 days of purchase. We will be happy to offer a full refund or exchange it for another product. If you want us to exchange the item then you don't pay any postage for the replacement. The returns note that came with your parcel has full instructions of how to return your item.
You need to complete the returns note with details of the items you are returning. If you no longer have this then a brief note giving us your name, address, postcode and email will be sufficient. Make sure you tell us whether you would like an exchange or refund. It would also be helpful if you could tell us why you are returning the item so that we can better understand what our customers want and make any necessary improvements to our products.
Returning an item is at your own cost. We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us. Please send back to us in a resalable condition.
You don't need to contact us to tell us you have returned the parcel.
Our returns address is:
Fashion Empire Limited (Returns)
92 Lockwood Road
Please allow up to 10 days for us to process your return, as stated on the back of the returns form.
I haven't received my item
We are very sorry to hear about this. 99% of these cases result from the postman not leaving a card through your letterbox if they attempted to deliver whilst you weren't home. Please check with your neighbours, the local sorting office, and any designated safe places first. If there is still no sign, we are happy to replace or refund the item. Please click here to contact us and be sure to include your order number starting 74000 in the message.
My voucher code isn't working
Firstly, please check the expiry date to ensure the voucher code isn't out of date. The code needs to be entered at our checkout page before paying. There is a special section for this, headed "Promo Code". Once you have entered the code, please click the blue arrow to enable the code. Only one code can be used per transaction. Still not working? Please click here to contact us, and send any information and screenshots if appropriate to email@example.com
I have received a partial shipment notification
Please e-mail us to let us know which item you did not receive and we will offer you an alternative item. If you would prefer a refund for the unavailable item, we can do so.
My item is damaged / faulty
We are very sorry to hear that you have received a faulty item. At Charles Wilson, our Quality Control measures during manufacture are very strict, but the odd defective item can slip through our fingers. Simply send us a picture of the faulty item to firstname.lastname@example.org and we will refund or replace this for you with no need to return the original item.
When will you get X back in stock
As much as we would love to be able to let individual customers know when their favourite products are back in stock, this is simply not possible. Please subscribe to our mailing list to be notified when new stock arrives.
I want to buy 100 polo shirts, what is the best price that you can do?
Unfortunately, we do not do wholesale pricing. The prices we have on our website are the same for everybody. If you subscribe to our mailing list, we have different offers on every week and we invite you to take advantage of these. Also, if you spend more than £30 with us, we'll give you free UK delivery.
Your website isn't working properly
If any part of our website isn't working correctly, please inform us straight away so that we can let our developers know about the issue. It is very important at Charles Wilson that our customers have a pleasant experience when using our website. We can be contacted by clicking here.