Shipping policy

 

What are The Home of Characters Shipping Options? 

We aim to process your order by the next working day after it's placed, but it can take up to 3 business days (Mon-Fri) at busier times.

Currently we offer 48hr tracked package shipping for deliveries in UK (excluding Ireland) and this delivery option aims to be delivered within 2-3 business days.

The Home of Characters uses Royal Mail and DPD to get your delivery safely into the hands of you or your special someone. 

We charge a flat fee of £3.99 for UK delivery. The charge will be auto calculated when you checkout. If you spend over £25 after any discount, we will provide FREE shipping. 

 

RETURNS

What if I change my mind about the product? 

If you are not happy with your item for any reason other than damage or fault, please return to us with a note including your name, order number and the product code/name of the items(s) you are returning, which you can get from your email confirmation.

You will need to address the parcel to: 

TIP: Make sure you unpack your gifts carefully and you should be able to re-use the original parcel and a bit of parcel tape to send it back. 

If you return within 28 days of receipt, we will refund the cost of your purchase.  

Please note you will be liable for return shipping costs (unless the item is damaged or faulty – see below). If the item is misplaced during the return shipping process you will be liable. Please make sure you use a shipping method that guarantees your delivery to avoid unnecessary costs to you. 

 

What if my item is damaged on arrival? 

If your item arrives damaged, please send a clear photo of the damage to enquiries@thehomeofcharacters.com and we will provide a free replacement or a full refund. 

Please note, items damaged after receipt will not be refunded. 

 

What if my item is faulty? 

If your purchase doesn’t function as it is supposed to, please contact enquiries@thehomeofcharacters.com. If we can’t help you resolve the problem, we will provide a full refund or replacement. 

 

Can I return clothing? 

Yes, so long as you have not worn the item or removed the tags. 

Clothing cannot be returned after being worn. This includes socks, baby garments and bath robes.  

Please inspect your clothing item prior to removing tag labels as we must assume unpackaged clothing has been worn. 

Please follow care instructions on clothing to avoid damage.