Bali By Charlotte -

Terms & Conditions:

Last updated: February 2026

These Terms & Conditions outline the agreement between you (“the customer”) and Bali By Charlotte (“we”, “our”, “us”) when purchasing products or using our website. By placing an order, you agree to the following terms.

1. About Our Products

All Bali By Charlotte pieces are handcrafted by skilled artisans in Bali using natural materials and slow, considered techniques. Because of this, each item is unique.

Natural variations may include:

  • Differences in colour, grain, and texture

  • Slight variations in size or finish

  • Individual characteristics inherent to natural materials

These distinctions are not considered faults. They are part of the authenticity and character of artisan‑made furniture. No two pieces are identical.

We work exclusively with trusted suppliers who share our commitment to craftsmanship, quality, and responsible production.

2. Timber Legality & Sustainability

Indonesia operates a strict timber legality system known as SVLK.
Every export shipment we receive is issued with a V‑Legal certificate, confirming that the wood used is responsibly and legally sourced.

This certification ensures:

  • Ethical and legal harvesting

  • Full supply‑chain traceability

  • Compliance with international export standards

We are committed to sourcing materials that respect both people and the environment.

3. Orders & Lead Times

All furniture is made to order unless otherwise stated.

Lead times vary depending on the piece and production schedule. Estimated lead times will be provided at the time of enquiry or order. Because each item is handcrafted, lead times are approximate and may vary slightly.

4. Payment

Payment is required in full at the time of order unless otherwise agreed in writing.

Payments are processed through secure third‑party providers. We do not store or have access to your full payment details.

5. Shipping & Delivery

We ship from Bali to the UK & Hong Kong using trusted freight partners.

Delivery includes:

  • Export documentation

  • V‑Legal certification

  • Freight and customs clearance

  • Delivery to your address or chosen location

Shipping times will be provided at the time of order.

Shipping Costs
Shipping is calculated based on the size, weight, and destination of each item. As a general guide, shipping typically represents around 12-15% of the total order value, although this may vary depending on the specific items selected.

Certain pieces may require specialist handling or oversized delivery. If so, we will contact you in advance to confirm the details.

6. Damaged Items

We take great care to ensure your pieces arrive safely. All shipments are insured.

If an item arrives damaged:

  • Notify us within 48 hours of delivery

  • Provide clear photographs of the damage and packaging

  • We will assess the issue and arrange a replacement

A replacement will be sent in the next shipment, or a refund will be offered if a replacement is not suitable. We may request that the damaged item be returned or collected.

7. Returns & Cancellations

All Bali By Charlotte pieces are handcrafted to order by our artisan partners in Bali. As each item is produced specifically for you, it falls under the “made‑to‑order” exemption of UK consumer law.

For this reason:

  • We cannot accept returns or exchanges for change of mind, size, or suitability

  • Items cannot be returned to our artisans in Bali and cannot be resold

  • We encourage customers to review all measurements, finishes, and details carefully before placing an order

Cancellations
Orders may be cancelled within 24 hours of purchase. After this time, production begins and cancellations are no longer possible.

If your item is faulty or damaged on arrival, please refer to Section 6.

We are always happy to support you with measurements, finish guidance, and styling advice before you place your order to ensure your piece is perfect for your space.

8. Product Care

Natural materials require gentle care. We recommend avoiding harsh chemicals, direct heat, and prolonged exposure to moisture or sunlight.

Care guidance is available on request.

9. Website Content

All images, descriptions, and content on our website are for general guidance. Colours and textures may vary slightly depending on screen settings and the natural materials used.

10. Liability

We are not liable for:

  • Delays caused by customs, shipping partners, or events outside our control

  • Variations inherent to natural materials or handmade processes

  • Damage caused by improper use or care

Our liability is limited to the value of the order.

11. Contact

For any questions, support, or order enquiries, please contact:

info@balibycharlotte.co.uk
Cheshire, United Kingdom