Terms & Conditions

About Us
SUZANNE CHARLES are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

Our Contact details:

SUZANNE CHARLES
Units 22 & 24
High Barns Farm
Roxton
Bedford
Bedfordshire
MK44 3ET
United Kingdom

Phone: 01234 871901
Office opening hours - Monday to Friday - 9am till 5pm

Office closed for the Seasonal break from 20th December.
Open as normal from Monday 6th January 2025.

Email: Info [at] suzannecharles [dot] co [dot] uk
VAT No. GB 265 2003 35

Making A Purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept Visa, MasterCard, Debit cards and Cheque payment. You may send your credit card information via phone, mail or over the Internet.

We accept credit card payment from EU and International shoppers. Place your order and your credit card company will convert the transaction to your own currency. Please note a small charge may be taken by your card provider for the currency conversion.

Please note that delivery is by Royal Mail Tracked 48 and delays can occur beyond our control due to your local sorting office. Card payments are automatically processed at the time of the order.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling
All UK orders are despatched using Royal Mail Tracked48 Post.

UK orders - Post & Pack charge per order = £3.95, FREE on all UK orders over £60.
EU orders - Post & Pack charge per order = £10.00.
Non EU orders - Post & Pack charge per order = £15.00.

International orders are supplied without UK VAT charges. Please note, the customer is liable for any local tax, duty, and custom charges that are applicable in the country of destination. This includes all EU countries from 1st January 2021. We are unable to predict or calculate what fees will be applied.

Please Note: All EU and Non EU orders are sent Tracked or Signed where available.

Delivery Schedule
We always aim to deliver your order right away. Most orders will be shipped in 1 to 3 working days.
If your item has to be made or go on back order we will normally send your order to you within 5 to 7 business days. International orders are generally received in under 14 days.

Back Orders
If your item is not in stock, we will back order the goods for you. You will be emailed if we have not shipped your order within 5 to 7 business days with the option to cancel your order if you would rather not wait.

Tax Charges
All prices are inclusive of VAT at 20% on UK orders, international orders are exclusive of VAT.

Credit Card Security
Credit card payments are processed using Sagepay. We utilise 3D secure fraud protection for Maestro, Visa and Mastercard.
We are Fully PCI DSS Level 1 compliant for security.

Guarantee
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee.

Reaching Us
If you need to reach us, please email us using the link on the store page, alternatively,
you can call on 01234 871901
(International +44 1234 871901)

or write to us at :

Suzanne Charles
Units 22 & 24
High Barns Farm
Roxton
Bedford
MK44 3ET
United Kingdom

Returns Policy

We have extended our returns policy for Christmas orders.
All orders placed from 1st October 2024 to 20th December 2024 can be returned up to 14th January 2025.

At Suzanne Charles we aim to provide excellent customer service enabling customers to exchange or return goods where necessary.
Unfortunately we are unable to accept returns of garments that have been specially made to order.
Due to hygiene standards, we do not accept the return of briefs and items that are marked, worn or washed.
In the event that the goods supplied are not suitable, please return within 30 days in the same condition they were received with all original tags still attached for an exchange or full refund of the goods value. International orders can be returned for a refund of the goods value but we are unable to offer an exchange service.

It is up to the customer to pay the cost of returning products to us. Royal Mail returned - please ask for a free proof of postage. We recommend that you use a form of recorded or signed for service as we are not accountable for returns that are lost in transit.

Your rights to return goods are protected please see - https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations