Payment: All online payment is secure and managed by Sagepay, (Visa, Visa Debit, Mastercard, Visa Electron and American Express). Paypal is also available. You don’t need a Paypal account to pay online, just use one of the Paypal approved credit cards as detailed on the payment pages.

Product descriptions and availability: Every care has been taken to ensure accuracy of description, specifications, colour and price of all products, however these may change due to circumstances beyond our control. Please be aware that handmade items are subject to variations in size, colour and shape owing to the unique nature of the product. All items are offered subject to availability. Postage and packing is an additional charge, for details please see Postage and Packing section below.

Delivery, postage and packing: Please allow 14 days for delivery, however we will endeavour to despatch your order by the following day. We will inform customers if there is any expected delay on out of stock items. A postage charge will be added to your bill – See detailed Postage section below.

Postage: Postage includes packaging and shipping. The costs per item is determined by weight and divided by UK costs, Europe costs and Rest of world costs. If you feel that the shipping rate is over what it should be to where you live, then please contact info@charcoalandgrey.co.uk or telephone 0044 208 9618943 and we can check the costs to your exact location and offer you a better shipping rate. We always choose the safest and fastest shipping option so your package can be with you as soon as possible.

Guarantee & returns: If you are not entirely satisfied with your purchase you may return it within 14 days of invoice date (UK customers), 21 days (Europe), 28 days (rest of the world) as long as it is in the same condition as you received it, complete with tags and original packaging. Please indicate if you would like to exchange the goods or would like a refund. Refunds will be issued 28 days from the date we receive the returned goods. Please note that we are not liable to pay for the postage for returns unless the goods are faulty or the wrong goods were mistakenly issued. There are situations where we are happy to pay for the cost of a return for example if the colour or size is not fitting, however please ask for this option when ordering by contacting us directly. Please ensure that all returns are sent registered delivery and make sure you ask your Post Office for proof of posting as we cannot be held responsible for loss of items returned in any other way.

All orders are now taken by telephone – Please call 0208 961 8943 during office hours Mon – Sat