Order Completed

Once you have completed your order, you will be directed to a completed order page with details of your order, including your order reference number.

Order Confirmation Email

We will also send you an automated email with your order details. Please keep this email for your records. Check your spam or junk email folder in case you do not receive your order confirmation email.

Order Processing

We process all new orders at 9am every weekday. When your order is processed, it will be moved to the “Picking and Packing” stage. You will receive an automated email to notify you of this.

Picking and Packing

All the items that you have ordered should be in stock and available for picking, but in the event that they are not, those items will be substituted or removed, depending on which of those two options you chose during the check out process.  Once all your items have been picked, we will pack your order carefully and securely in a recycled box for delivery.

Taking Payment

We only take payment for your order once it has been packed and is ready to be dispatched. This is to make sure that you are charged the correct amount for your completed order, including any items that have been added or removed.

Dispatching

Our carrier services collect all packed orders from our office every weekday. You will receive an automated email from us confirming that your order has been dispatched. If your order is being delivered by courier, you will receive tracking details with which you can monitor the progress of your delivery.

Order Delivered

Depending on the delivery method chosen and your delivery address, you can expect to receive your order either the following working day, or within a few working. Please note that deliveries to the Scottish Highlands, Channel Islands, Northern Ireland, Isle of Man and Isles of Scilly may take longer to arrive with all delivery services.

Payment Methods

Debit Card, Credit Card, or Paypal

We accept payment by debit card, credit card, or Paypal. 

Failed Payments

We only charge your card for payment when your items have been packed and are ready to be dispatched. This means that a payment may fail when we are ready to dispatch, rather than when you place your order. You will be automatically notified by email if payment fails.

Out of Stock Items

 Substitute for a similar item:  If any of the items in your order is not in stock, it will be substituted for something that is very similar. A similar item is chosen by our team of experienced staff, usually a different brand or slightly different size. Should the substitute item cost less, it will be reflected in the order total. In case there is no substitute, the original item will be removed from your order. You will be notified by email if this happens. Please note that discounted items cannot be substituted with full price items.

– Remove item from order:  If you choose this option, we will remove any items from your order that are not in stock and send the rest of the order as soon as we can. You will be notified by an automatic email if any items are removed from your order and you will NOT be charged for the removed items. If more than half of your ordered items are not available, we will contact you to ask you how you would like to proceed.

Refunds & Returns

Cancel or Amend Your Order

It is possible to cancel or make changes to your order before it is dispatched.
– To cancel your order, please contact us and we will cancel the order for you immediately.
– To make changes to your order, please contact us and let us know the changes you require.
– If the new total cost of your order is above the original total cost (in the case of adding items) the payment details you originally provided will become invalid. We will therefore contact you and ask you to provide your payment details over the phone.

Returning Unwanted Items

chinacentreuk.com operates a returns policy in accordance with the UK Distance Selling Regulations allowing you to return any item within 14 days of receiving delivery of your order. Please note that any postage costs incurred when returning your items during this period will be at your own cost, unless the item is damaged, or was sent in error.

This policy does not extend to any items which have been opened or whose seal has been broken, perishable items (such as frozen, chilled, bakery or vegetable items), and also does not include the refund of services carried out by chinacentreuk.com as part of your contract (e.g. handling costs). Items must be returned in pristine and resalable condition. This policy does not affect your statutory rights.

Please note that any refunds made for incorrectly ordered items are subject to a processing charge per order. This is to cover the processing fee that is charged by our payment service provider, Braintree.

After the 14 day period we will be more than happy to accept items for return in any of the following cases:

The item was found to be damaged or faulty. We will either replace the item or give you a full refund (including postage costs). Please state which option you would prefer. If you require a replacement, we will wait to receive the faulty copy from you before dispatching a new one.

The item was incorrectly supplied. If we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given.

It must be in pristine and resalable condition.

It must be accompanied by a copy of the delivery note or receipt.

Please send your returns to:
Unit 6 Glengall Business Centre, 43-47 Glengall Road, London SE15 6NJ

Damaged Items

While we are very careful when we pack the boxes, delicate items can occasionally get damaged during transit. If you have received any damaged items, please accept our apologies and contact us as soon as possible so we can arrange a refund or to resend the item.

Missing or Incorrect Items

If you find that any item(s) are missing from your order:
– Please first carefully check the full contents of your parcel. Our packing staff will sometimes wrap items in packing paper or use cardboard supports. Some small items may be hidden within this packaging.
– If you still cannot find your missing item(s), please contact us immediately so that we can arrange either a full refund or to resent your item(s).

If you have received an incorrect item(s):
– Please first carefully check your delivery note and see if your incorrect item(s) are not substitutes for out of stock items.
– If you are sure the item(s) are incorrect, please contact us immediately so that we can send the correct item(s).
– We may ask you to return the incorrect item(s). If this is the case we will cover any return postage costs.