Frequently Asked Questions

ONLINE ORDERING

How do I place an order?

Click on the button next to a product.

How do I cancel an order?

Simply call us on +44 (0) 208 983 7400 or e-mail us through our contact form. Our sales team will be able to advise you further.

RETURNS & REFUNDS

How do I return an item?

We hope that you will be delighted with your order, however if for any reason you change your mind please return the goods back to us within 14 days for a refund. The goods must be returned to us un-used and in their original condition; along with your proof of purchase. Please be aware that for hygiene reasons we are unable to refund or exchange aromatics products that have been opened, however this does not affect your statutory rights.

Refunds will only be issued in the same form as payment.

All returned goods must be wrapped securely and should be returned to us by registered delivery for proof of postage. Postage and packing is non-refundable if you have changed your mind about a purchase.

Returns should be sent to:

Czech and Speake
244-254 Cambridge Heath Road
London
E2 9DA

Bathroom items made to your personal specifications ie, Any handbrushed finish or Bath Tub or heated Towel Rails cannot be refunded or exchanged if you have simply changed your mind. However this does not affect your statutory rights

How long will a refund take to process?

We will process your refund within 30 days. An E-Mail notification will be sent to you once the refund has been processed.

DELIVERY

Which countries do you ship to?

All of our products can be shipped worldwide

How much will freight be?

For Aromatics delivered to:

UK – Free of charge
Europe – from £23.50
Worldwide – from £25

For Bathroom delivered to:

UK - From £19.98
Europe – From £23.50
Worldwide – from £25

All freight prices are calculated as you shop. You will be able to see exactly how much the freight will be as soon as you enter your delivery address.

Which courier company do you use?

We usually use Royal Mail for UK and Fedex for the rest of the world, but this may vary.

How long will delivery be?

Aromatics

Delivery to the UK usually takes between 3 – 5 working days from receipt of order. For delivery to Europe and the rest of the world please allow 5 – 7 working days pending clearance through customs.

Bathrooms

A member of our team will contact you once we have received the order to advise you of the lead time.

Do I have to pay import charges?

When ordering goods for delivery outside of the EU, you may be asked to pay import duties and taxes once the package reaches your country. These duties and taxes and any additional customs clearance charges must be borne by you. As customs policies and charges vary greatly from country to country Czech and Speake cannot predict and have no control over what they might be. We therefore recommend that should you have any concerns you contact your local customs office prior to placing an order.

GENERAL

Is the site secure?

Strict policies and security measures are in place to ensure all personal and financial information you give us is protected.

All information sent to us comes as a secure encryption

I have forgotten my password?

If you enter your e-mail address with the wrong password at the checkout, you will be given the option to have a password reminder e-mailed to you.

PAYMENT

What methods of payment do you accept?

We accept Visa, Mastercard, Amex and Switch/Maestro.