What is your return policy?

Unwanted items. ‘Tailor made’ and'made to order’ items cannot be returned. CES may be able to return other items back to the supplier but only if the supplier accepts a return – please email our customer service team in advance to get authorisation before making any arrangements. 

CES will refund all monies to the client which we are refunded by the supplier.  Not all suppliers accept returns, and those that do may charge a restocking fee, which is deducted from any refund we receive.  

The client is responsible for shipping back all unwanted goods to CES in the UK.  Any goods returned which are not in their original condition (including packaging) may not be refunded, and the client will still be liable for the shipping.

Damaged, incorrect, or missing items. We check all your goods received into our warehouse to ensure they are in perfect condition when we ship your goods and equally make every effort to ensure they are protected in transit.  However, errors can occur, and goods may still get damaged in transit.

Please let us know within 10 business days for core orders (20 business days for projects; see definition in section 10) of receiving your items if any goods are damaged, incorrect, or missing. 

Please email your Customer Service contact with the CES order number and include the following:

• For Damaged items: include a picture of the damaged item/s.
• For incorrect items: include a picture of the incorrect item with the packing label.
• For missing Items: highlight the item that is missing.
  
  

We will confirm receipt of your email and launch an investigation within 2 business days. For missing or incorrect items our first step is to double check with our warehouse and export teams to verify the shipment prior to checking with our suppliers.

If the goods have been damaged in transit, we insure goods worth £100 or over on your behalf and we can claim on this policy on your behalf.  For items under £100 we can issue a credit note. Until a claim is settled, we cannot issue a credit note and should you wish to re-order the goods this would be chargeable (refunded upon settlement).

Upon completion of the investigation, you will be given the choice whether you would like to re-order the item to add to a subsequent shipment or take a credit note.  The client is responsible for any freight charges for replacements.