Shipping & Returns

Shipping & Returns

At Carter Dangerfield we try to keep this simple, fair and very clear. No weasel words, no disappearing small print.

Below is our standard policy for UK customers buying directly from us online. It’s written to comply with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, but in plain English.

Shipping

Where we ship

  • We currently ship to the UK as standard. It's free.
  • For overseas orders, please contact us before ordering and we’ll confirm if we can ship to you and at what cost.

Shipping options & prices

Exact prices and carriers may change from time to time – current options and costs are always shown at checkout. Typically:

  • Standard UK delivery – Royal Mail / courier, tracked.
  • Express UK delivery – contact us.

Any delivery timeframes shown are estimates, not guarantees, but we’ll always do our best to get your piece to you quickly.

Dispatch times

  • In-stock items: Usually dispatched within 1–3 working days.
  • Made-to-order / bespoke items: Production time will be shown or confirmed before you pay. As a guide, allow additional time for engraving, finishing and QC – we’d rather ship it right than ship it rushed.

If there’s a delay, we’ll let you know as soon as reasonably possible and give you options.

Customs & duties (outside the UK)

If we agree to ship outside the UK, you are responsible for any local taxes, import duties or handling fees charged by your country’s customs or postal service.

Returns & Refunds

We want you to be happy with what arrives – not just “it’ll do”. The following sits on top of your statutory rights, which we fully honour.

1. Your legal rights (UK)

  • If an item is faulty, damaged, not as described or not fit for purpose, you are legally entitled to a repair, replacement or refund, depending on the circumstances.
  • These rights apply to both standard and bespoke items.

Nothing in this policy affects your statutory rights.

2. Change of mind – standard (non-bespoke) items

For standard, non-personalised items bought online:

  • You have a 14-day cooling-off period from the day after you receive your order to cancel for any reason.
  • You then have another 14 days to send the item back to us.

Conditions

To qualify for a full refund (excluding any upgraded delivery you chose):

  • The item must be unused, in resaleable condition, and returned with all original packaging, accessories and documentation.
  • You are responsible for the cost of return postage unless we’ve made an error or the item is faulty.
  • We strongly recommend a tracked, insured service – the parcel is your responsibility until it reaches us.

Once we receive and inspect the item, we’ll process your refund to your original payment method within 14 days of receiving the return.

3. Bespoke & personalised items – our upgraded policy

Normally, in UK law, bespoke and personalised items are not refundable if you simply change your mind.

We choose to go further.

For Carter Dangerfield bespoke and personalised products:

  • If the item is faulty, damaged, or we’ve made a mistake (wrong engraving, wrong spec), we will repair, remake or refund – our cost, our problem.
  • If you simply change your mind, we will accept returns on bespoke items, subject to the following:

Conditions for returning bespoke items

  • You must contact us within 14 days of receiving the item to request a return.
  • The item must be returned in unused, as-new condition, with all original packaging and documentation.
  • Because we cannot re-sell most bespoke items at full value, a restocking / re-finishing fee may apply. This will be clearly explained and agreed with you before you send the item back.
  • You are responsible for the cost of return postage unless we have made an error or the item is faulty.

We’ll always discuss options first – sometimes a small adjustment, polish or re-engrave is all that’s needed.

4. Faulty, damaged or incorrect items

If your order arrives damaged, faulty or not what you ordered:

  1. Email us as soon as reasonably possible with:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging (if damaged in transit)

  1. We will:

  • Arrange a repair, replacement or refund, as appropriate
  • Cover reasonable return postage where we ask you to send the item back

Where possible we’ll repair or replace first; if that’s not possible, we will refund.

5. How to start a return

To start any return:

  • Contact us at us@carterdangerfield.co.uk with:

  • Your name
  • Order number
  • Item(s) you want to return
  • Reason for return

We’ll reply with return instructions, including the correct return address and any reference you should put on the parcel.

Please do not send items back without contacting us first – it slows things down and makes tracking harder.

6. Condition of returned items

We treat you like an adult, but we have to say this bit:

  • If an item comes back used, damaged, altered, or in a condition that means we can’t reasonably resell or rework it, we may:
  • Offer a partial refund, or
  • Return the item to you without a refund, if the condition is significantly worse than when supplied.

We’ll always be straight with you, and we’ll share photos and a clear explanation if this happens.

7. Exchanges

If you want to swap an item (for another size, style, etc.):

  • Let us know in your return email.
  • We’ll confirm availability and any price difference.
  • In most cases, we’ll process the return as a refund and ask you to place a new order, which keeps everything clean for both of us.

8. Proof of purchase

We need proof of purchase (order number, invoice or receipt) for all returns and warranty claims. If you can’t find it, contact us – we’ll try to locate it our end.

9. Contact

If you’re unsure about anything on this page, or you want to sanity-check something before ordering... email us: us@carterdangerfield.co.uk

We’re small enough to care, and serious enough to do things properly.