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FAQs

Does chartwellandg manufacture in England?

Yes. Where possible, all fabrics and materials are proudly sourced in England, including our plaited leather belt, signature packaging, tissue and swing tags.

Our pieces are handmade in England with the exception of the Panama Hat, which we source in England, but is handmade by skilled artisans in Ecuador.

chartwellandg has been awarded the Butterfly Mark for our commitment to, but not limited to, manufacturing locally from responsible and verified sources, and preserving and nurturing artisanal skills and craftsmanship. Powered by Positive Luxury, the Butterfly Mark offers wordless reassurance that chartwellandg is a brand to trust. For further information please click here.

 

What is chartwellandg's ethical policy?

Our collection is made from conception to construction in England. 

As provenance is important to us, all fabrics and materials used within the chartwellandg collection are proudly sourced and consciously constructed in England, including the accessories and signature packaging.

Our supply chain is compact. Our practices are sustainable, and our team of skilled artisans are paid fairly.

 

What is chartwellandg's environmental policy?

chartwellandg recognises that it has a responsibility to the environment beyond legal and regulatory requirements.

We are committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods, with regular review points.

We will encourage customers, suppliers and other stakeholders to do the same.

To read our full policy, click here.

chartwellandg has been awarded the Butterfly Mark for our commitment to, but not limited to ensuring recycling is embedded in packaging. Powered by Positive Luxury, the Butterfly Mark offers wordless reassurance that chartwellandg is a brand to trust. For further information please click here.

What is a Butterfly Mark?

chartwellandg has been awarded the Butterfly Mark for our commitment to, but not limited to, manufacturing locally from responsible and verified sources, preserving and nurturing artisanal skills and craftsmanship and ensuring recycling is embedded in packaging. Powered by Positive Luxury, the Butterfly Mark offers wordless reassurance that chartwellandg is a brand to trust. For further information please click here.

How do I order?

You can place an order online via our website, or via email and telephone.

T +44 (0)20 3691 0118

E service@chartwellandg.co.uk

Purchasing goods from the chartwellandg website is straightforward and safe.

Browse the shop, add the items you wish to buy to the Basket and click Checkout when you have finished shopping. In order to provide you with a better service, you will be required to set up an Account. You can create an Account here.

You will be directed to a payment site hosted by Cardstream where you will be asked for a few further details necessary to complete your order. Once the transaction has been processed and cleared, or in case of a problem, you will be redirected from Cardstream back to our website.

For your security, please be aware that first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card.


What payment options do you offer?

We accept the following payments methods:

American Express, Maestro, Mastercard, Visa, Visa Debit, Visa Electron

All payments are processed in GB Pounds sterling. Payment in any other currency will be calculated by your payment provider and converted to your local currency on your card statement.

We use a secure encrypted connection when dealing with your payment details to ensure its safe to use your card over the Internet, and orders are subject to verification and acceptance before shipping. 


Who do I contact if I have a problem with my order?

chartwellandg aims to give you outstanding customer service and 100% customer satisfaction at all times. You may contact us with any questions or queries via email or telephone at:

T +44 (0)20 3691 0118

E service@chartwellandg.co.uk


Where do you deliver to and how much does it cost?

We deliver via a reliable courier service and via Standard Air Mail (tracked) to addresses across the world. Delivery costs £10.00 for UK orders, £20.00 for European orders, and £30 for the rest of the world.

Please note that we automatically deduct UK VAT for orders being delivered outside of the European Community.

Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.

How long does it take to deliver my order?

An indicative delivery time-frame is listed on each individual product page, however all products are subject to availability. We will inform you as soon as reasonably possible in the event that the goods you have ordered are unavailable. In the event that the goods that you have ordered are unavailable a full refund will be offered.

Please note that chartwellandg is not responsible for any delays caused by customs clearance.

What is your returns policy?

While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund or exchange.

We aim to make the returns/exchange process as straightforward as possible and customer satisfaction is always our top priority. As such we handle each query on an individual basis to the best of our ability.

Please note that you are not able to return or receive a refund for any bespoke products.

Further details of our returns policy can be found here.

 

How do I make a return?

Please contact us at service@chartwellandg.co.uk within 7 days of receiving your order. We will provide you with a Returns Number and instructions on how to proceed with the return/exchange.

Please note that you are not able to return or receive a refund for any bespoke products.

 

Can I exchange an item?

Yes you can exchange an item, unless it is a bespoke product.

Please contact us at service@chartwellandg.co.uk within 7 days of receiving your order. We will provide you with a Returns Number and instructions on how to proceed with the exchange.


How do I cancel my order?


If you are based in the European Union, under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within seven working days of receipt. You must notify us, in writing, of your wish to cancel the contract for your entire order under the DSRs within seven working days of receiving your items.

Either email service@chartwellandg.co.uk or write to us at: Notice of Contract Cancellation, Client Services, Chartwell and G Ltd, 20-22 Wenlock Road, London, N1 7GU, United Kingdom.

On receipt of your notice of contract cancellation, customer care will email you a Returns number. Please complete this on the returns pro forma invoice that you received with your order, and include it with your return so we can process your refund promptly.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure, trackable service to return your order to us. Email us at service@chartwellandg.co.uk and we will provide the address that accepts parcels. Please retain proof of sending, in case of a dispute.

Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the Distance Selling Regulations.

All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.


How secure is your website?

Credit card and order data is encrypted and secure. Our website is Level 1 PCI compliant and uses 128 bit SSL certificates to keep order details secure.


Can I place an order by telephone?

Yes, you can place an order by telephone. Please call us on +44 (0)20 3691 0118.


When should I expect to receive my refund?

All successfully returned items will be credited to the account used to originally purchase the items, less any taxes or import duties incurred. The original shipping charges will not be refunded.

If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us:

T +44 (0)20 3691 0118

E service@chartwellandg.co.uk


How do I update my personal details?

Please email service@chartwellandg.co.uk with details of the changes you wish to make to your personal details, or call us on T +44 (0)20 3691 0118.


Do I need an account to place an order?

Customer satisfaction is always our top priority, and in order to be able to provide an outstanding service to each customer, we ask that an Account is set up. You can create an Account here.

 How do I know my order has gone through online?


You will receive an email confirming your order.


Do any tax charges apply?


VAT is included in our prices and therefore, for sales within the European Union no further tax charges apply. For sales outside the European Union, VAT will automatically be removed during the purchase process.


What delivery options do you offer?


We deliver via a reliable courier service and via Standard Air Mail (tracked) to addresses across the world. Delivery costs £10.00 for UK orders, £20.00 for European orders, and £30 for the rest of the world. and offer a free returns service.


Who do I contact to provide feedback on the service I have received?


If you have any feedback about the service you have received, the handling of your order, returning goods or anything relating to chartwellandg, please email us at service@chartwellandg.co.uk or call us on +44 (0)20 3691 0118.


Where do I find size and fit information?


Click here to view our size charts and fit information.


What fabrics do you use?


Our garments are made with the highest quality, washed 100% pure silk crepe de chine which is sourced in England.

 

Do you offer a gift wrapping service?

Your chartwellandg purchase will be carefully wrapped in tissue and placed in our signature white box, topped with our custom wax seal. If you would like a gift card with a message, please contact us via email service@chartwellandg.co.uk or call us on +44 (0)20 3691 0118.


How do I launder my garments?

Ideally you should use a quality Dry Cleaning specialist to launder your garments.

However, our silk is washed before our pieces are hand-crafted, and if you prefer, you can carefully hand wash in cool water. Please ensure you remove the plaited leather from the Cover-up or Maxi-dress prior to washing in water.

To launder your chartwellandg silk garments, please hand wash them carefully with cool water and delicate non-biological liquid and lie flat in the shade to dry. You can carefully iron your silk on a cool setting. Do not bleach or tumble dry.

For further information, please refer to our Care Guide here.

 

 

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