Returns & Refunds
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you need to contact us at support@charlotteandme.com. If your return is accepted, we’ll send you the instructions on how and where to send your package. All returns are directed to our warehouse in Portugal, which serves as a central point to meet global demand. Items sent back to us directly to the sender address, or without first requesting a return, will not be accepted.
* Please note that only the product cost is eligible for a refund, as shipping costs are non-refundable.
** Return shipping, as well as any reverse duties and fees associated with shipping the item(s) back to our warehouse in Portugal, are the responsibility of the customer. Additionally, as customs fees need to be covered by the receiving party (Charlotte & Me), the respective costs will be deducted from the refund.
*** We always suggest considering using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive the returned item.
You can always contact us for any return question at support@charlotteandme.com.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (like beauty products). Additionally, underwear and intimate apparel (including panties and other items intended for direct contact with intimate body parts) are non-returnable due to hygiene reasons. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please reach out if you have any questions about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@charlotteandme.com.
Outbound shipping fees from the original order are non-refundable, with only the value of the product(s) being eligible for a refund.