Welcome to Charles Bentley Customer services. We are here to help you no matter what your query.
Frequently Asked Questions
Payment & Checkout
• How can I obtain a VAT/Tax invoice?
If you require a VAT/tax invoice, please email your request to firstname.lastname@example.org along with your original order number and we will forward a copy on to you.
• How do I pay for my item online?
You are able to pay for an order with most major credit and debit cards (except American Express) as well as Pay Pal. You can also set up a 30 day account. If you are having problems making a payment online, please contact us by emailing email@example.com.
Delivery & Shipping
• Do you ship outside of the UK?
Yes we ship all over Europe, please contact our customer service team at firstname.lastname@example.org for more details.
• Is there anywhere you are not able to ship to?
Unfortunately, we are unable to ship to BFPO and PO BOX addresses. We also cannot ship to any islands off Mainland Europe such as Malta or Cyprus.
• Can I make changes to my order?
It is still possible to make amendments to an order up to 24hours after the order has been placed, however the sooner you contact us the better. To make changes to your order please contact us as soon as possible by emailing email@example.com.
If we are unable to prevent your order from going through the dispatch process we will not be able to make any changes at this point and your item will be shipped accordingly. Under, these circumstances you will be to return the goods by using the returns process mentioned below.
• My item has been delivered to me damaged, what do I do?
On the rare occasion that an item is delivered damaged, we would firstly recommend that you send us a series of photographs by email highlighting both the damage to the product and the packaging. This will enable us to launch a claim against the courier company in question. Our damages department will then assess the level of damage and offer you a suitable solution. Our customer service team will contact you with all the available options. All of our items go through quality control before being dispatched from our warehouse.
Returns & Refunds
• How do I cancel my order?
To cancel an order you will need to contact us as soon as possible so we can stop the order from being dispatched.
If an item is shipped before the cancellation is made, there will be a charge incurred.
For small Royal Mail items please send these back to our business address as soon as possible. You will be refunded in full once this arrives back with us however; you will not refunded postage costs.
For medium items sent via courier, you will need to reject the item at the time of delivery. The goods will then be automatically returned to us. Once the item arrives back at our warehouse, you will be refunded the order total minus a £10.00 cancellation fee.
For large items, shipped on a palletised delivery service, we will contact the courier directly to request an immediate return. Once this is delivered back to our warehouse, we will refund the order total minus a £25.00 cancellation fee.
• The item I have received isn’t as I expected, how do I go about returning this?
We are 100% committed to selling high-quality products we hope you’ll enjoy using but we also understand that there may be a time when you need to exchange or return something you’ve bought from us. Please make sure that you check your items thoroughly before they are used as we cannot accept a return once it is not in its original saleable condition. You will also be required to return the goods to us in their original, undamaged packaging. Please keep your receipt or order number safe (which can be found on your order confirmation email) as this may be needed as proof of purchase in the event of any after-sales queries. Goods must be returned to us within our 21 day returns policy for a full refund. If you have any further queries, please feel free to email customer services at firstname.lastname@example.org
• My item is faulty, what can you do to help?
If your item happens to become faulty, we provide a 12 months warranty period on all of our products against manufacturing faults. Please send us photographs by email to email@example.com highlighting the fault where possible. Please include an in depth description of the problem so we can pass this on to our manufacturers and technical team for support. The fault will be diagnosed as quickly and as efficiently as possible whether this means sending out a replacement part or arranging for the return of the goods for repair or replacement.
If you still have any unanswered questions feel free to email our customer service team at – firstname.lastname@example.org
Our Address Charles Bentley & Son Ltd, 1 Central House, Monarch Way, Loughborough, LE11 5TP, UK