FAQ

ORDERS

How to place an order?

To place an order, simply select the product you want and add it to your cart. You can continue shopping or edit your cart before proceeding to checkout.

Is my credit card information saved?

We do not store any of your credit card information on our website. We use the most reputable and secure payment processors available to independently process all of our online transactions.

How fast will my order be processed?

We will ship your order as soon as possible! Our process time is around 1-3 business days after the order is placed. Please note that we do not process or ship orders on Saturdays, Sundays or Holidays. Business days are Mondays through Fridays, excluding holidays.

Can I cancel or change my order?

We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us immediately after placing your order at support@charlotteandme.com. We cannot guarantee that we will be able to cancel or modify. We will try our best but note that once your order has been packed, it can be collected from our warehouse and we can no longer interrupt the delivery.

SHIPPING

What is the shipping time?

Delivery time varies by location. Our shipping time is generally 3-10 business days for the United States and 7-14 business days for International orders. Timelines after leaving our warehouse. All shipping times exclude clearance/customs delays. Please keep in mind that processing and shipping times may increase during specific collection launches, holidays, and other peak seasons.

Please keep in mind that processing and shipping times may increase during specific collection launches, holidays, and other peak seasons. Some orders may be subject to customs clearance, which may cause delays beyond provided delivery estimates.

Once your order has been shipped, you will receive a tracking code by email to follow each step of the shipment.

What countries do you deliver to?

We ship worldwide. However, there are some locations we are unable to ship to. If you encounter any issues while trying to place your order, please contact us.

What about custom fees, taxes, and duties?

Depending on your country, import/customs fees may be applied to your order. All applicable custom fees, taxes and duties are the sole responsibility of the customer. Customs authorities can require that we state the value of the order directly on your package. It is at the sole discretion of customs agents to release your package, depending on the laws and guidelines applied in each country.

What to do if I received my order and an item was damaged?

We do our best to ensure that this does not happen, and we double-check before shipping. But if you identify any problems, please e-mail photos of the damaged products, a brief description of the damage and the order number to support@charlotteandme.com. We will follow-up with next steps as soon as possible.

Some items from my package are missing. What should I do?

In most cases, the items might still be in the box. Before you get worried that some items are missing from your parcel, make sure you have thoroughly checked the packing materials. In some cases, some items are shipped separately and you would receive different tracking numbers.

If a product is really missing, please e-mail photos of the shipping label and the box with the items received, a brief description of the situation and the order number to support@charlotteandme.com. We will follow-up with next steps as soon as possible.

You can tell us about your missing item within 14 days. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or reship.

RETURNS & REFUNDS

How do I make a return?

To return your product, you should contact our support at support@charlotteandme.com and they will assist you with your return. Please state the reason of your return and your order number.

How do I make an exchange?

If you need to exchange a product, send us an email at support@charlotteandme.com with your enquiry.

How do I get a refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within some days. Some banks or credit card companies may have different processing times, and the refund may be faster or take a little longer to arrive in your account.

* Still have questions? Please consult our complete policies at the footer of the site.