DO YOU DELIVER TO MY COUNTRY?

Chara Studio currently ships to several countries, including the UK, USA, and Canada, as well as the following:

Cambodia, China, Hong Kong SAR, Indonesia, Japan, Jordan, Kazakhstan, Lebanon, Malaysia, Singapore, South Korea, Åland Islands, Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mayotte, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Turkey, Vatican City, Cameroon, Barbados, Trinidad & Tobago, U.S. Outlying Islands, Argentina, Brazil, Australia, Cook Islands, New Zealand, Vanuatu.

If your country isn't listed, unfortunately, Chara Studio cannot currently ship to your location.

WHEN WILL MY ORDER BE SENT OUT?

Chara Studio strives to dispatch all orders from their studio within 1 business days. If there are any delays in processing your order, you'll receive an email notification. Please note that framed prints may take a bit longer to prepare as they are customised.

WHAT IS THE ESTIMATED DELIVERY TIME AND COST?

Once your order has left Chara Studio, typically within 1-3 business days, the estimated shipping times and costs are as follows:

Destination Timescale* Cost UK Standard 1-2 business days £2.50 | FREE for orders over £50 UK Tracked 1 business day £4 USA & Canada Standard 5-10 business days £6.50 | FREE for orders over £50 USA & Canada Express 2-4 business days £12.50 Rest of World 7-15 business days £8.5 | FREE for orders over £50

*These delivery times are provided by Chara Studio's courier services and may not account for unexpected delays.

CAN I TRACK MY ORDER?

If your order includes tracking, you will receive a tracking number and a link in your shipping confirmation email. Generally, domestic (UK) orders and international orders with a value under £20 are shipped without tracking, while international orders valued over £20 will include tracking. Express delivery always comes with tracking.

WILL I INCUR CUSTOMS OR IMPORT FEES?

Customs and import fees vary depending on your country, so it's advisable to check local laws to determine if you'll be subject to these charges. If your parcel does incur customs taxes or duties, you, as the receiver, are responsible for covering these costs. Please be aware that Chara Studio cannot provide specific advice on the exact fees as they vary.

If you choose to reject the delivery, you may still be responsible for the initial customs fees or import duties and the return shipping cost to Chara Studio. Unfortunately, rejected deliveries are not eligible for a refund.

WHAT SHOULD I DO IF I SUSPECT MY ORDER IS MISSING?

Firstly, double-check the shipping address on your order. If the address is correct and your order includes tracking, verify the tracking information. If, after doing this, you believe your order is lost, please contact Chara Studio, but only after 4 weeks for international orders or 2 weeks for domestic (UK) orders have passed since the dispatch date.

In the rare event that your order is confirmed as lost in transit, Chara Studio will send a replacement to the original address if it has not arrived after 4 weeks.

RETURNS?

If you are dissatisfied with your product, please inform us within 5 days of receiving it. We are happy to facilitate a refund or replacement as long as the items are in their original packaging and condition, accompanied by the receipt as proof of purchase, and returned within 14 days of receipt. Kindly contact us via email before initiating any returns at: laura@chara.studio

Items can be returned to:

Returns Department, CHARA STUDIO OFFICE, 29 Heath road, Ramsden heath, Billericay CM11 1ND

On non-faulty items, please note that we are unable to refund the postage paid for the initial delivery from us to you, or the cost of returning the item to us. We cannot be held responsible for any loss or damage during the return process.

Kindly ensure that the goods are returned in an unused condition, still in their original packaging. If we find that the product has not been returned in fully resalable condition, we reserve the right to refuse a refund for the item.

For the safety of the returned items, please package them securely, as we cannot be held responsible for any breakages during transit. When returning an item, obtain proof of postage from the post office as we cannot be held liable for items that are lost or damaged during transit.

In case an item you receive is damaged or defective, please notify us within 3 days of delivery so that we can arrange for a replacement to be sent, if possible. We reserve the right to request that faulty items be returned to us before issuing an exchange or refund.

Delivery charges and postage for returns will only be refunded if the item is found to be faulty.

Once we have agreed to replace or refund any items, this will be processed within 24 hours, and the replacement will be sent within our standard shipping times. Refunds will depend on the processing times of your bank.

A full refund, excluding any delivery charges, will be issued to the card used for placing the order. Please allow 5-15 days for a full refund from the date we receive the goods.

Please note that the cost of returning the goods and ensuring their safe return is your responsibility until the order is received at our returns depot. We, therefore, recommend using a recorded delivery service for returning items.

*Please note: Customised items are excluded from this policy. These items are non-refundable and cannot be exchanged. This policy does not affect your statutory rights.