If you have any questions about shopping with us, your orders or our products then feel free to get in touch. We have a dedicated Customer Service team that will help assist with all your Charles Bentley queries. We’d love to hear from you but before you go through the trouble of contacting us, you may find the answer below in our FAQ's.

It’s simple! Just contact us here with your original order number and we’ll send over a copy of your invoice.
We accept most major credit and debit cards (except American Express), as well as PayPal. But if you’re having problems with making a payment online, don’t worry. Just contact us here and we’ll do the rest!
With our Standard UK Delivery service, we’ll dispatch your order within 2 business days of receiving order confirmation and payment clearing. Then, we’ll deliver your product within 3-5 working days between 8am and 6pm. Need your items sooner? Then choose our Next Day Delivery service. Please note that our delivery charges vary depending on how big or small your products are. If they’re on the larger side, our delivery will be through a helpful pallet company who will contact you to sort out the best date and time for kerbside delivery. We carefully select all our couriers to make sure that your products are in the best hands. They are professional, insured and like us, want to make sure you get your delivery as soon as possible!
Of course! Once your order has been dispatched, we’ll send you an email with all the tracking information, so you can keep up to date with the progress of your order. Please note that this service is not currently applicable for Royal Mail and pallet services.
We’re sorry about the delay! Please feel free to contact us here and we’ll find the tracking information to locate it for you. Unfortunately, smaller items which are sent via Royal Mail 48 do not have tracking information, but they should arrive within 2 working days from dispatch. However, we’d recommend allowing just a little longer and checking with your neighbours or local post office, just in case they have signed for your order on your behalf.
Yes, just choose ‘Customer Collection from Warehouse’ at the checkout once you’ve entered your delivery address. We’ll send you an email when your order is ready to be collected from our Outlet Shop. It’s really quick – usually the following working day! Charles Bentley Outlet Shop North Road Loughborough Leicestershire LE11 1QJ Our Outlet Shop is open for collections Monday to Friday from 7am - 3pm, so you can collect your order at the best time that suits you. Please note, all orders must be placed and paid for online before collection.
With our Next Day Delivery service, we aim to get your order delivered as quickly and efficiently as possible. All we ask is that you help us by placing your order before 1pm. Please note, Saturday, Sunday and Bank Holidays are not classed as working days. Orders placed before 1pm on a Friday would be dispatched that afternoon for delivery on the following Monday. If you place your order later on in the day (including on a Saturday or Sunday), it would be dispatched on the following Monday for delivery on the Tuesday.
Our Next Day Working Day Delivery charges are calculated at the checkout and vary depending on how big or small your products are. If they’re on the larger side, our delivery will be through a pallet company who will contact you to sort out the best date and time for kerbside delivery.
Yes, we ship all over mainland Europe. All you have to do is enter your country when you’re at the checkout, and we’ll work out the delivery price of your item.
Unfortunately, we are unable to ship to BFPO, PO BOX addresses or any islands off Mainland Europe like Malta or Cyprus.
Of course, it’s no problem! You can make changes to your order up to 24 hours after it has been placed by contacting us here. The sooner you do this would really help us and if you’ve placed an order using the Next Day Delivery service, you will need to contact us within an hour of ordering. We pride ourselves on our quick and efficient delivery and sometimes, we might be unable to stop your order from going through the dispatch process. This would mean that we’d be unable to make your changes and your order would be shipped accordingly. If this happens, don’t worry. Once you receive your order, you’ll still have the option to return it.
Don’t worry, the courier will leave a handy calling card so you know exactly where your parcel has been taken. The chances are that this may either be to your local depot or post office! Couriers including Yodel, Hermes, DX and Pallex will re-attempt delivery. Please note that Royal Mail and Yodel items can be delivered anytime between 8am and 6pm. Yodel and DX items will need signing for. Large, palatalised orders will be delivered on the date that has been previously booked in with the courier. As these items will be of a high value, the courier will require a signature.
At Charles Bentley, we sell great value, high quality products that all go through a quality control process before being dispatched from our warehouse. However, if your item has arrived damaged, we’d recommend you take photos of the damage to both the product and the packaging and then send them to us here (please also include your order number). This will help our damages department to launch a claim against the courier company in question. They’ll assess the level of damage, meanwhile our customer service team will contact you with all the available options.
If you’ve changed your mind and wish to cancel your order, please contact us here as soon as possible so that we can stop it from being dispatched. If your item is shipped before the cancellation is made, we can contact the couriers in order to have this returned. However, if you accept and sign for the order when it’s delivered, there will be a small charge to have this returned.
Please send these back to our business address as soon as possible. Once this arrives back with us, we’ll refund you in full! Please note, we do not cover the cost of posting back the item.
You will need to reject the item at the time of delivery and it will then be automatically returned to us. Once the item arrives back at our warehouse, you will be refunded the order total.
We will contact the courier directly to request an immediate return. Once this is delivered back to our warehouse, you will be refunded the order total?
We offer a hassle-free 60 day returns policy on all our products. It’s simple, you can do this yourself or by arranging a courier collection (this will be charged for). Just remember to 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. If you have any further queries, please feel free to contact us here.
If your item is faulty, please contact us here within 12 months of purchase and we’ll see if this comes under the manufacturer’s warranty. We’d recommend you send photos highlighting the fault where possible, as well as an in-depth description of the problem. We will then pass this on to our manufacturers and technical team for support. The fault will be diagnosed as soon as possible so that we can provide you with the best solution.
Good or bad, we always appreciate honest customer reviews. So, why not leave one via Trustpilot on our site? Everything you say will help us make our products and customer service even better!
If something does go wrong or you’re not 100% happy, please contact us here and we’ll do everything we can to put it right.
Your refund will be issued once your item is returned to our warehouse. Please allow up to 3 working days for this to enter your account..
Don’t worry, simply contact us here and we will resend all the information you need
Our Address:
Customer Services Team Charles Bentley & Son Ltd 1 Monarch Way Loughborough Leicestershire LE11 5TP