Return & Exchange Policy

Once you have placed your order, you agree and understand that it is a custom product that goes into production immediately and that there is no window of opportunity to make further changes.

If you need to change the delivery address, please send us an email with your order number, the current delivery address and the address you want to change. We can change the address until your order leaves our facility! There is only usually a 1 day to contact us and change the address, as once the item has been shipped from our warehouse, we are unable to change the details. Please still do contact us after 1 day as we may still be able to change the address.

If the product arrives defective, we will reprint the item and return it free of charge. Please contact us at support@charleslaurier.com with a photo of the item and the order number. We will reprint your item and return it to you within seven working days. In accordance with EU law, a customer has the right to cancel and return their order within 14 days of receiving their order without informing us of the reason for the return. If 14 days has passed after you've received your package, no refund will be given unless the item is damaged.

Damaged/incorrectly printed items can only be replaced within 1 month from the original order date. After this month, Charles Laurier is no longer responsible for the replacement of damaged or incorrectly printed items.

Please note that while we make every effort to photograph our products accurately and describe them in detail, due to changes in screen resolution we cannot guarantee that every photo in production will accurately reflect the actual colour of the goods. Please contact us before purchasing if you have any questions about the colour, material or size of an item.

If your parcel is lost in transit, we will gladly replace it and ensure that your order reaches you, this is providing the correct address is selected at checkout. If you do not want the parcel replaced, we will have to wait 14 days before refunding the order if the parcel finds its way to you and is delivered. Our customer service team will check on your order regularly during the two weeks to track its progress and provide you with accurate information.

If you wish to cancel your order, you must do so within 1 hour of placing your order as we only require one day for production. As your personalised products are unique and made just for you, a charge of £9 per item is included in your purchase. If you need to cancel your order within 3 hours of purchase, we will refund the full cost of your item minus the £9 customisation fee.