Returns & Refunds
Returns Overview
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Return Eligibility
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, contact us at support@charlotteandme.com. If approved, we’ll provide detailed instructions on how and where to send your package.
All returns must be sent to our central warehouse in Portugal. Items sent back without authorization will not be accepted.
Return Shipping Costs
Return shipping, as well as any reverse duties or fees, are the customer's responsibility. We recommend using a trackable shipping service or purchasing shipping insurance.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect. We’ll evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (food, flowers, plants)
- Custom-made or personalized products
- Personal care or hygiene products
- Underwear and intimate apparel (for hygiene reasons)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns on sale items or gift cards.
Exchanges
The fastest way to receive a different size or product is to return your item and make a new purchase once the return is accepted.
European Union 14-Day Cooling-Off Period
If your order was shipped into the European Union, you have the right to cancel or return your purchase within 14 days, for any reason and without justification, as long as it meets the eligibility conditions above.
Refunds
We’ll notify you once we’ve received and inspected your return. If approved, you’ll be refunded to your original payment method within 10 business days. Please allow additional time for your bank to process the refund.
If more than 15 business days have passed since approval, please contact us at support@charlotteandme.com.
Outbound shipping fees from the original order are non-refundable. Only the value of the returned product(s) will be refunded.
If a package is refused by the customer, a refund will be processed once the item is received back at our warehouse. Original and return shipping costs will be deducted from the refund.
Common Agreement
By placing an order with Charlotte & Me, you acknowledge and agree to these return and refund terms.