FAQ

  • Prints Size Guide
  • I have entered the wrong information
  • Can I return an item?
  • Where do you ship from?
  • Where is my order confirmation?
  • How soon will my order be dispatched?
  • Can I exchange my order?
  • How do personalised prints work?
  • How will my order be packaged?
  • Do you do custom prints?
  • My order has arrived but it’s not as I expected. What can I do?
  • Can I alter my order?
  • Where is my refund?
  • How do I cancel my order?
  • What quality paper do you use?
  • My order is a gift, can I send it straight to the recipient with a note?
  • Does my print come with a frame?
  • I haven't received my order
  • Do you ship worldwide?
  • Does my print have a white border?
  • How long does delivery take?
  • What is the cost of shipping?

Products

Prints Size Guide

Please see below for size chart of our prints. If you would like a size that isn't listed please pop us a message in the live chat or via the contact us page. We aim to get back to you within 24 hours to discuss.

7 x 5 13cm x 18cm 7" x 5"
A4 21cm x 29.7cm 8.3" x 16.5"
A3 29.7cm x 42cm 11.7" x 16.5"
A2 42cm x 59.4cm 16.5" x 23.4"
50 x 70 50cm x 70cm 19.7" x 26.6"

How do personalised prints work?

Our personalised prints are super easy and make perfect personal gifts to loved ones (or yourself). Simply add the print of your choice to your cart taking note of how you would like it personalised and when you are ready to purchase add a note in the textbox at checkout of what personalisation you would like and we will take care of the rest.

Do you do custom prints?

We sure do! Just pop a message through the live chat or through the contact us page with as much information about your idea as possible. We aim to get back to you within 24 hours to discuss your idea.

If you have seen a print that we currently stock but would like to change it to match your taste then same again - just pop a message through the live chat or through the contact us page with as much information about your idea as possible. We aim to get back to you within 24 hours to discuss your idea.

Please Note: Not all custom requests are automatically accepted – we will discuss your ideas with you to see how we can best help you/ if we are able to bring your visions to life.

What quality paper do you use?

All prints are printed on beautiful 260gsm Professional Grade Gloss Paper to give them a real luxury feel and ensure they are long lasting.

Greetings Cards are 100% Recycled 260gsm white card stock in A6 (105 x 148mm) and are accompanied with an all white envelope. 

Planners are 90gsm uncoated paper on a cardboard backing and consist of 50 pages.

Does my print come with a frame?

Unfortunately not, all prints are uframed as we have not yet found the perfect frame supplier with the quality that you deserve at a fab price (if you know one or are one hit us up!)

Does my print have a white border?

If the image shows a white border then yes, if not then no – if you would like a border adding then please contact us using the live chat or through the contact us page. We aim to get back to you within 24 hours to chat about your options.

Packaging & Shipping

Where do you ship from?

We are based in Sheffield, UK and ship from our studio here – all orders are checked and packaged by us with love and gratitude and delivered via Royal Mail.

How soon will my order be dispatched?

3-5 working days as standard from receiving your order for greetings cards, planners and prints up to size A3 however we do try to get them dispatched as soon as possible for you.

Please allow a longer dispatch time of 5-7 working days for larger prints (A2 and 50x70) as we outsource printing of these and so must allow time to get the print in, quality check it over and then package and post this ourselves but again we try out best to get everything sent out as soon as possible.

We will let you know via email as soon as your order has been dispatched.

How will my order be packaged?

All orders are gift wrapped in our branded eco-friendly tissue paper and recycable sticker and sent with a ‘with love’ thank you card and our free affirmation 6x4 print which changes monthly.

Planners are gift wrapped and sent in a card backed envelope.

Greetings Cards & Prints up to A4 are packaged with a recyclable card backing board within a biodegradable cello bag for protection, gift wrapped and posted in a card backed envelope.

Prints A3 and over are gift wrapped in a cardboard mailer tube.

Please recycle all packaging. 

My order is a gift, can I send it straight to the recipient with a note?

Of course! All of our orders are gift wrapped as standard and if you would like to add a note just let us know in the text box in checkout that you would like us to add the note and what you would like it to say.

Why not take it up a notch and buy a card from us as well? We could fill in the card for you and package that up with the gift? Again, just let us know exactly what you want us to write in the text box at checkout.

Do you ship worldwide?

Yes!

We ship using Royal Mail,

Our Shipping Rates are:

UK - 2nd Class £1, 1st Class £2

Europe - International Standard £4.50

Rest of World - International Standard £6.50

How long does delivery take?

From the dispatch date delivery should take 3-5 working days for Second Class. However, please allow up to 7 working days before contacting us regarding delays. For First Class delivery 1-3 working days is standard however again, please allow up to 5 working days before contacting us regarding delays.

We will always do all that we can on our side to ensure your order arrives as soon as possible however once we have dispatched the parcel it is in the hands of Royal Mail. We will always try and rectify a late or lost delivery so please don’t hesitate to contact us if you have any issues but please allow the extra couple of days for general delays.

What is the cost of shipping?

Shipping is £1 for Second Class and £2 for First Class as Standard. 

Orders

I have entered the wrong information

Please pop us a message as soon as you can via e-mail at customerservice@charlou.co.uk, live chat or through the contact us page with what information has been entered incorrectly and the correct information and we will get that changed for you.

Please note: if this is not rectified by you before dispatch we are in no way liable for any items that are dispatched wrongly and another order will need to be placed in order to receive a replacement.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at customerservice@charlou.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I alter my order?

You can change your order until it is dispatched. Once it has been dispatched there is no way to change your order.

To change your order please contact us as soon as possible via live chat, contact us page or e-mail at customerservice@charlou.co.uk with your order number and the changes you would like to make.

How do I cancel my order?

You can cancel your order until it is dispatched. Once it has been dispatched there is no way to cancel.

To cancel your order please contact us as soon as possible via live chat, contact us page or e-mail at customerservice@charlou.co.uk with your order number and we can cancel the order for you and refund you the full amount.

I haven't received my order

If you haven’t received your first class delivery after 5 working days or your second class delivery after 7 working days after dispatch then please contact us via the live chat, contact us page or e-mail at customerservice@charlou.co.uk, we will pick it up within 24 hours and look into how we can resolve the issue by either refund or sending out a replacement free of charge.

Returns

Can I return an item?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it.

Certain types of items cannot be returned, like custom products (such as special orders or personalised items) or sale items. Please get in touch if you have questions or concerns about your specific item.

To start a return, you can contact us at customerservice@charlou.co.uk. If your return is accepted, we’ll send you a return address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@charlou.co.uk or via the live chat function of this website. We aim to get back to you within 24 hours.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Can I exchange my order?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you have any queries or your order hasn’t been dispatched yet then pop us a message via the live chat or through the contact us page and we will get back to you as soon as we can to see if the item has been printed yet.

My order has arrived but it’s not as I expected. What can I do?

We always do our best to ensure there are no issues however we are all human and sometimes things do just happen so please let us know as soon as possible if you have any sort of problem and we will do our best to rectify it as soon as possible for you.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and contact us via live chat, the contact us page or e-mail customerservice@charlou.co.uk and we will aim to get back to you within 24 hours to discuss further.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.