FAQ
Q: Do you ship overseas?
A: Yes, we endeavour to ship everywhere. If your destination is not listed, please email us at Hello@SharlandEngland.com for a bespoke quote.
Q: How long will it take to dispatch my order?
A: If received by 2pm, we aim to dispatch your order same day. If your order is received after 2pm, it will be dispatched the following day. However, due to occasional short-staffing in the Coronavirus pandemic, this cannot always be guaranteed. Please note that no orders are dispatched during the weekend.
Q: How long will it take to get my order?
A: Once dispatched, UK orders will aim to arrive on the next working day. Please note, Sharland England will not be held responsible for any postal / courier delays, which would be out of our control. For international deliveries, timelines will vary per country, please refer to your personal tracking information, which will be emailed after purchase.
Q: What about customs charges?
A: When a package is delivered internationally, it may be subject to duties, taxes, customs duties, and / or handling fees by the destination country. These charges are typically due once the package arrives in the destination country. The customer is responsible for paying these charges, which may be done through your local customs office. If left unpaid, or if a customer rejects their item at customs, the shipping cost to return that item to Sharland England, will be deducted from the original product price customer refund.
Q: What if my item arrives damaged?
A: We understand how disappointing this can be and are happy to help resolve. Please email pictures, a brief description of the damage, the order number and your shipping information to Hello@SharlandEngland.com We will follow-up with next steps to determine the best resolution. Please note that antique or vintage items will display wear consistent with age and may not be returned, as stated in more detail here. It is important you thoroughly check your items for any damage at the point of delivery, if this is impossible then please sign for them as ‘Not Seen’.
Q: My tracking number says my order is delivered, but I cannot find it.
A: If your package has not arrived on the desired delivery date, please contact your courier to open a case using the tracking information emailed to you right after dispatch. Once you have registered the delay with your courier, please contact us at Hello@SharlandEngland.com with the relevant information. We will follow-up with you within 2-3 business days with updates and next steps. In addition, we recommend checking with your neighbours to see if they accidentally received your package. It can take up to two weeks to replace lost merchandise while we investigate. Sharland England is not responsible for lost packages reported more than 3 weeks past the delivery date.
Q: Can I exchange an item?
A: Sharland England does not issue exchanges. Please return your item for a refund (following instructions and terms below) and make a separate transaction for the new item.
Q: How is my gift card delivered?
A: You will receive an email with a gift card code within 24 hours of purchase. Unfortunately, Sharland England is not responsible for gift cards delivered to incorrect email addresses.
Q: How is my credit card information saved?
A: We do not store any of your credit card information on our website or servers. We use one of the most reputable and secure payment processors available on the web, for processing all of our online credit card transactions. Your credit card information is saved by replacing it with an algorithmically generated number called a token.
Q: How do I use my promotional code?
A: Enter the code when prompted at checkout. Please be aware that promotional codes are only valid for certain dates, so do check the terms.
Q: I’d like to purchase an antique but would like to know more about the product’s condition before buying.
A: Vintage items tend to have flaws and imperfections reflective of their age. We think this makes them even more beautiful and charming! All items have been photographed in high res to show their true condition, and any wear and tear is described as accurately as possible. If you would like further details on any particular antique, please email Hello@SharlandEngland.com
Q: I ordered a product in a pre-order, what happens next?
A: By purchasing a product as a pre-order, customers agree to a longer wait time than usual. Pre-orders are for products that are currently being hand-crafted or being shipped to the UK.
All pre-orders are non-refundable and cannot be cancelled or credited.
All orders placed that contain pre-order merchandise in conjunction with in-stock items, will ship once the pre-order stock arrives. If you require the in-stock items sooner, please place your orders separately. If you do not place the orders separately, an additional shipping fee will be incurred.
