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FAQs

Questions
  • An item I purchased from Charles Ford has been stolen/damaged and I need to claim from my insurance. How can you help?
    If you have misplaced your receipt we would be more than happy to write a letter confirming your purchase and purchase date. Please customercare@charlesfordlondon.com or call +44 207 607 6222 for further assistance.
  • Can I add items to an existing order?
    Once an order has been placed it is not possible to add further items to it or to combine it with another order for a single delivery. If you would like to have items on separate orders delivered together you will have to cancel your existing order(s) and place a new order that contains all of the products you wish to purchase. However, all orders placed before 3pm Mon-Fri will be dispatched for the next (working) day delivery service, therefore multiple orders placed before this deadline will be received on the same day, although not in the same order.
  • Can I cancel my order before it is dispatched?
    You can cancel your order at any time before it is dispatched.
  • Can I change my shipping address after my order has been dispatched?
    No, unfortunately once your order has been dispatched you cannot amend the delivery details.
  • Can I complete my order by phone?
    We do not take payments over the phone, however you can call our Customer Care line if you have any queries relating to a purchase or product.
  • Can I get my suitcase repaired even if I have not purchased it from Charles Ford?
    We will only repair damaged item if they have been purchased through Charles Ford. For products purchased elsewhere please contact the retailer from whom the purchase was made.
  • Can I track my order?
    Yes. This can be done via the order confirmation email you receive upon placing your order. This will include a tracking number and a 'Track My Order' field where you can input your tracking number to monitor the delivery progress of your order.
  • Do I need to set up an account to place an order?
    You do not have to be registered with Charles Ford to place an order. If you would rather not register then make your purchase using the 'Guest Checkout' option. Should you wish to register, you can do this at the checkout stage by simply providing your full name and email address. Once you are registered, your details will automatically appear upon checkout, making future purchases quicker and easier. If you wish to change your account details, you can manage your shipping and billing addresses, change your password or update your email address by logging in at the SIGN IN link.
  • Do I need to sign for my order?
    Yes, you will need to sign for your parcel upon delivery. Parcels that can fit through your letterbox will not need to be signed for provided they are not high value items. For more information, see our Dispatch and Delivery page.
  • Do you sell the product I am looking for?
    If you know the name of the product you would like please type this into the Search field in the top right side of the website and submit your search. If we sell the product it will show up in the search results.
  • Does Charles Ford have seasonal sales?
    Charles Ford holds seasonal sales as well as special/specific promotions. The details of these can be seen on our promotional home page banners.
  • Does Charles Ford offer a repair service?
    All our products are covered by their respective manufacturer's warranty. Please check the details of the item's warranty to see what the specific details are for that product. Details can be found on our Brand Guarantees page.
  • Does Charles Ford ship to multiple addresses?
    Charles Ford does not currently offer this service but this is something we have planned for the future.
  • Does Charles Ford ship to post office boxes or freight forwarding addresses?
    Unfortunately we are unable to deliver to post boxes or freight forwarding addresses.
  • How can I find out what the warranty on my item is?
    Warranty information about any item sold on Charles Ford can be found on the product page under the heading 'Delivery & Returns' on the right side of product image.
  • How can I tell the status of an item?
    If a product has limited stock or is on promotion, it will be flagged as 'LOW STOCK', 'SOLD OUT' or 'ON SALE' on its product page.
  • How do I create a wish list?
    To create a Wish List you will need to be registered on Charles Ford and signed into your account. Use the 'Add to Wish List' button to add your desired items to your list and manage your list at any time by clicking on your name to review your listed items.
  • How do I exchange or refund an item in the UK?
    If you are not completely satisfied with your purchase, you can return your order within 14 days, free of charge. Simply call our Customer Care line on +44 207 607 6222 and we will be more than happy to arrange a collection. If you are exchanging an item please make sure you state which item you would like instead. This can be done in the 'Desired product' field on the return packing slip. Please ensure that all items being returned are unused and in their original packaging, with all original labels intact. All returns must be sent back with their corresponding invoice. Once we have received the item(s), we will issue a refund to the credit or debit card used to place the original order. Please allow up to five working days for the refund to appear in your credit or debit account.
  • How do I know if an item is in stock?
    All products that do not display an 'Out of Stock' notice, are in stock and can be purchased immediately.
  • How do I know that the products you sell are authentic?
    Charles Ford is an authorised online retailer for all of the brands we feature. We guarantee that all the products we sell are 100% genuine.
  • How do I make a purchase?
    You can shop by category (LUGGAGE, BUSINESS, CASUAL, ACCESSORIES or WALLETS & PURSES), browse by brand or if you know exactly what you are looking for, enter the product name in the Search bar. Once you have found your desired item, select a colour and a quantity and click the 'ADD TO BAG' button.You can review your shopping bag at any time by clicking the 'SHOPPING BAG' link at the top right side of page. To remove items from your bag, click the 'REMOVE FROM BASKET' link. Once you are satisfied with your purchase click on the 'PROCEED TO CHECKOUT' button to complete your order.
  • How do I track my order?
    In order to track order you will receive an email and/or SMS message (depending whether you registered both means of communication with us when placing order) from the carrier on the evening of day of your purchase and of the morning your parcel is due for delivery. The emails and/or SMS messages will contain links to our carrier’s website, which will allow you to input your tracking reference number and then you will then able to locate where your parcel is in the delivery process. If you have any issues tracking your order please feel free to get in touch with our Customer Care team either by email customercare@charlesfordlondon.com or telephone +44 207 607 6222.
  • How long will it take to repair my item?
    Repairs can take anything from 1 - 6 weeks to be returned, depending on the damage. The average turnaround time for repairs is 2 weeks. All repairs are subject to parts availability.
  • How much will it cost to repair my item?
    Damages covered by the manufacturer's warranty will be repaired free of charge. If the product is outside the warranty then there may be a fee applied. The cost of the repair is dependent on the type of damage, however you will be contacted to confirm your acceptance of the cost before any repair work is carried out.
  • How soon will I get my order and how much will it cost?
    If you would like to find out more information on delivery and shipping charges please view Dispatch and Delivery
  • How will I know when you receive my order and when will payment be deducted?
    You will receive an email from Charles Ford confirming your purchase. On the rare occasion that your order item(s) are no longer available you will receive an email from our Customer Care team and you will only be charged for the items that you will receive.
  • I have registered for the discount coupon but I have not received an email with code?
    If you have not received an email from us please re-submit your email address, ensuring that you have entered your details correctly. If you have tried again and still have not received an email please call our Customer Care team on +44 207 607 6222 or email customercare@charlesfordlondon.com for further assistance.
  • I have set my combination lock and it still not opening, what should I do?
    You will need to return the item to us or take the item to a verified repair centre where the lock can be replaced. Always refer to the instruction manual when setting your combination as methods vary.
  • I made my purchase on Saturday and I have still not received it on Monday?
    All items are dispatched Mon-Fri before 3pm, so if you made a purchase after 3pm on Friday it will not be dispatched until Monday, the next business day.
  • I would like to supply goods to Charles Ford. how do I contact the buying department?
    If you would like to supply goods to Charles Ford please contact our Buying and Merchandising department at buying@charlesfordlondon.com Please be sure to include the following information to give us a better understanding of your collection: What other retailers stock your brand? Product images What is the price range of your product and where does it sit in the market? Are you offering exclusivity to Charles Ford?
  • Is it safe to use my credit card details on Charles Ford?
    Charles Ford treats your personal online security is with the utmost importance. We use the latest SSL encryption technology to safely transmit credit card information - your details are not stored and all orders are processed through Sage Pay Europe Limited, a safe online payment service, accredited by all the major banks. For your added security, we also confirm that the billing address you provide matches the address your credit card company has on record for you.
  • Is my package insured?
    Every item shipped out by Charles Ford is insured against theft and accidental damage while in transit from Charles Ford to the shipping address. However once your item(s) have been delivered and signed for, they are no longer covered by insurance.
  • Is my personal information kept private?
    Charles Ford keeps all our customers' personal information private and confidential. We will never sell, rent or give your information to third party companies. We require your name, email address and mailing address in order to register you and we require your billing address, shipping address, telephone number, credit card number, expiration date and CV2 digits in order to process your purchases
  • Is there a chance you will not be able to repair my item?
    If your product is irreparable then we will notify you immediately. Damage caused by a third party e.g. Misuse in transit or general wear and tear may not be covered by your manufacturer's guarantee, so please refer to the product warranty before returning your item to us. If your item needs to be repaired as a result of third party damage this may be chargeable. Please note that if your item is damaged during transit then you must get a claims report at the relevant carriers office immediately. Do not wait until you have left the departure point as this may affect your claim for third party damage. Damage to luggage such as cracked shells or tears to the main body are usually irreparable, and are normally caused as a result of misuse during handling or transit, so please ensure to check your product immediately after being handled by a third party and make a claim there and then, as most carriers will have a damaged luggage protocol to adhere to.
  • Mailing list - can you add me to your email list?
    Please fill in your details for registration to our monthly newsletter here. By doing this you will be sure to receive the latest news, product launches, sales promotions and all other things Charles Ford.
  • My suitcase has arrived without a lock?
    Not all suitcases have locks or padlocks but most will have an integrated lock on the top or side of the suitcase and some may include a spare padlock inside. If you believe your item should have been delivered with a lock please contact our Customer Care team at customercare@charlesfordlondon.com.
  • Refund policy - what is Charles Ford's refund policy in the UK?
    You have 14 days to return an item. Complete the returns form giving your reasons for return and ensure that the item is unused and in a saleable condition, including original packaging and labels. Once the item has been returned to us we will issue the refund via your original method of payment. Credit and debit card payments may take up to 5 days to process.
  • Sale – when is your next sale?
    We have three main seasonal sales per year. These are in Spring, Summer and Winter. Customers will be notified of seasonal sales as well as flash sales and special promotions via our newsletter, on our home page or on our social networks.
  • The coupon code I was sent does not work. What should I do?
    Please check the email you received the coupon in to ensure that the coupon has not expired and that the code has been correctly entered. If neither of these is an issue and the coupon still does not work please call our Customer Care team on +44 207 607 6222 or email customercare@charlesfordlondon.com for further assistance
  • What are cookies? Should I be worried about them?
    Many websites store tiny text files called cookies on your computer, these help to track your use of the site and to personalise your browsing journey. Cookies are stored so that a website's server can use that information to tailor your experience of the site on future visits. Charlesfordlondon.com is no different, we use cookies to help you shop our website more effectively. We keep you safe by not storing personally identifiable information in our cookie data. We also carefully selected 3rd party suppliers to enhance your online experience and they will also place cookies on your computer in order to best assist us. Cookies are perfectly safe and are not harmful to your computer. Almost all web browsers have cookie storage enabled as a default. However, all browsers also have the option of disabling cookies should you wish. Please be aware however that disabling cookies means you will be unable to shop online at charlesfordlondon.com as we use cookies to process our orders. Disabling cookies will also reduce functionality across many websites. Legislation passed by the European Union means that all websites must provide clear and transparent information about their use of cookies and Charles Ford is in full support of this.
  • What are the maximum luggage dimensions allowed on my flight?
    Please check with the airline before flying to ensure that you adhere to the latest regulations for your carrier.
  • What are your customer care phone line operating hours?
    The Customer Care phone line is between Monday-Friday 10am-6pm.
  • What do I need to do to get my suitcase repaired?
    If the item was purchased from Charles Ford then please send the item in to the following address for repair: UNIT 5, 303 HOLLOWAY ROAD, LONDON N7 8HS Please include your proof of purchase, returns address and contact number as well as a description of the issue/damage.
  • What does IATA size mean?
    IATA is the International Air Transport Association. Luggage that has IATA-sizing meets the organisation's sizing regulations for cabin or onboard luggage.
  • What is a TSA lock?
    TSA (Transport Security Administration) locks are approved by the TSA and therefore make travel to and around the USA easier as these locks will not have to be broken to access the suitcase's contents during random luggage searches. Many of our luggage brands include suitcases fitted with TSA-recognised combination locking systems for your added security and convenience.
  • What is a wish list?
    Please check with the airline before flying to ensure that you adhere to the latest regulations for your carrier.
  • What payment methods does Charles Ford accept?
    We accept Visa, Mastercard, American Express, JCB and Diners Club cards.
  • When does my discount coupon code expire?
    This will be stated in the email you received the code in.
  • Where do I enter my promotion code?
    Your promotion code can be applied at the 'Shopping Bag' stage just before checkout. This is located in the 'order summary' box.
  • Where is my order?
    We aim to dispatch orders within 24 hours of order confirmation. Please use the estimated delivery times we provide as a guide only. We offer various Delivery Services for you to choose from, you can see them here: Dispatch and Delivery
  • Which countries does Charles Ford ship to?
    We currently only ship within the UK.
Need more help?

Speak to our Customer Care team for further advice on how to get the most out of your Wish List.
Email customercare@charlesfordlondon.com or call us on +44 207 609 6222 Monday – Friday 10am-6pm.