Returns Policy

Extended Christmas Returns: 

Any item purchased between 1st October 2024 and 31st December 2024 can be returned, in accordance with our normal return policy below, up until the 31st January 2025.

We at Character.com are pretty confident that you’ll be very happy with the products that you bought from our online store. We do appreciate that sometimes you might want to return your new products back to us. You can return your purchase to us in its original condition within 30 days of the date you received the products, with any packaging, wrapping, tags and labels intact and attached.

We will issue a full refund for the price you paid for the item.*

Please note that we reserve the right to send back items to you that have been returned to us after 30 days.

If you are thinking of returning an item:

• Ensure that all tags, packaging, wrapping and anything that made up the whole of the original product is all included in the package and in original condition.
• Include a covering note with the package clearly stating your name, address, and order number. Also, briefly state the reason of return and provide contact details in case we need to get in touch with you about your return.
• We recommend you use a tracked service for your return and keep a copy of your proof of postage until we have confirmed receipt of your return.

Please send items to:

Character.com Returns

Unit 5 Celtic Trade Park
Bruce Road
Swansea
SA5 4EP

 

This returns policy does not affect your statutory rights.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of the products on www.character.com. But we regret that we also cannot accept cancellations of contracts for the purchase of underwear including boys and girls’ briefs, boxer shorts, and socks where the item has been unsealed and therefore assumed to be worn.

Please note that we cannot accept returns if you deliver them to us by hand. We recommend that you use a recorded-delivery service if the value of the return is more than 20 pounds. We will not be responsible or refund any monies if the package fails to reach us by standard post. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.

You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us. (e.g. Gift wrapping) As soon as we receive notice of your cancellation of the order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge within 7 days.

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website. For more information on your statutory rights, also visit the department of trade and industry's consumer website.

 

* For orders placed from outside the UK please be aware that currency exchange rates can fluctuate over time. As a result, there may be minor discrepancies in the refunded amount due to changes in exchange rates between the time of purchase and the refund processing. We cannot be held liable for any such discrepancies. 

Any currency conversion fees imposed by your bank or payment provider at the point of purchase are beyond our control and responsibility and we are unable to refund those costs incurred.