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Contact Us

CharacterWise

Unit 30
Mackley Industrial Estate
Small Dole
Henfield Road
BN5 9XR

 

TEL: 01273 491035

EMAIL: [email protected]

Enquiry Form

FAQ’s

How much does UK delivery cost?

Delivery information

How much does International delivery cost?

Delivery information

Can I exchange an item?

To avoid any confusion, we would prefer that you return your item for a full refund (see refund policy below) and then place a new order on our website for the item you would like instead.

How do I stop receiving marketing emails?

Emails we send will have an 'unsubscribe' option at the bottom of the email. 

What is your refund policy?

If you are not happy with your purchase, items can be returned to us within 14 days. Please e-mail us within 7 days of receipt, stating reason of return. Returned items should be in original perfect condition, unused and in the original sealed packaging, complete with tags where applicable. Return postage cost is to be paid by customer and is not refundable. It is advisable to obtain proof of posting as we cannot be held responsible for goods which do not arrive.

 Faulty/damaged/incorrect items: In the unlikely event of an item being faulty, damaged, or incorrect, we will issue a replacement and refund any return postage costs. If a replacement is not available then a full refund will be processed. Please contact us here within 30 days of your purchase. If we are not notified within 30 days of the purchase date, we reserve the right to refuse a refund.

When can I expect a reply to my call or email?

We will respond to all email within 24 hours, and will usually respond much faster. Our opening hours for calls are 10am-4pm on weekdays.

An item is showing as out of stock. When will it be available again?

If an item is out of stock, we will already be in the process of re-stocking the item. This will not take any longer than 1-2 weeks so please check back soon.

Do you offer gift wrap?

Sorry, but no we don’t currently. However, this service will be available on Characterwise soon.

Do you offer gift receipts?

Sorry, but no we don’t currently. However, this service will be available on Characterwise soon.

Can I change my order once it has been placed?

If you would like to add to your order,  simply purchase these items through the CharacterWise website. If we have not yet dispatched your previous items, we will refund any additional postage costs that you have paid.

If you would like to cancel your order, please contact us to send a cancellation request ASAP, and please include your order number with the request.

Can I place on order over the phone?

Sorry, but no we are currently only accepting orders that are placed on the CharacterWise website. However, this service will be available on Characterwise soon.

My item looks different to what I ordered. What do I do?

We’re very sorry if there has been a mistake with the order. Please contact us here and we will get back to you with a resolution ASAP. If possible, please include a photo of the item in question.

I have a question about the product. How do I ask it?

Please contact us here and quote the product code? For the item in question (this can be found…). We will do our best to respond to your query as quickly as possible.

Is your site secure?

Our website is 100% secure, please view our privacy policy here for more information.

How long does a refund take?

Refunds will be processed straight away by us, and should appear on your statement in 2-3 days (or often much sooner).

What do I do if a product is faulty or damaged?

We’re very sorry if any fault or damage with your item. Please contact us and we will get back to you with a resolution ASAP. If possible, please include a photo of the item in question.

 

 

 

 

 

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