Return Policy

Refund and Return Policy for CharlieRose.London

We aim to make your shopping experience enjoyable and worry-free. If something doesn’t work out, don’t worry—we’ve made our return and exchange process simple and straightforward. If you have any questions, feel free to reach out to us at [info@charlierose-london.com]. We’re here to help!

What Sets Us Apart

At CharlieRose.London, we’re committed to providing a seamless shopping experience. Here’s why our customers love shopping with us:

  • Easy Exchanges: Need a different size or style? We’ve made exchanging items straightforward and hassle-free. Customers are responsible for the return shipping cost, but we’ll cover the cost of sending out the exchanged item.
  • Flexible Return Policy: With an extended 30-day return window, we provide you with extra time to decide if your purchase is right for you.
  • Customer-Centric Support: Our team is always here to assist you, ensuring that any issues are resolved quickly and efficiently.

1. Your Rights and Options

Right to Cancel

You have the right to cancel your order within 14 calendar days of receiving it without giving any reason. To exercise this right, please contact us at [info@charlierose-london.com] with your order number to start the process.

Return Timeframe

Once you notify us of your decision to cancel, you have 14 calendar days to return the item.

Extended Return Policy

In addition to your statutory rights, we offer an extended return window of 30 days from the delivery date. If you return an item under this policy, you must ship it back within 7 days of receiving return instructions.

Model Cancellation Form
(You may use this form to cancel your order, but it is not mandatory.)

To: CharlieRose.London
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Order Number:
Ordered on [date]/received on [date]:
Name of Consumer(s):
Address of Consumer(s):
Signature of Consumer(s) (if sent on paper):
Date:

2. How to Return or Exchange an Item

Step 1: Email us at [info@charlierose-london.com] with your order details to request a return or exchange.
Step 2: Wait for our return instructions, including the correct return address. Please do not send items to the address printed on the package, as this is not our return address.
Step 3: Use a trackable shipping service to send your item back within the timeframe provided.

3. Return Conditions

Your item must meet the following conditions for a return or exchange:

  • You may handle the item to the extent necessary to establish its nature, characteristics, and functioning. Excessive handling or use may result in a deduction from your refund to reflect any reduction in the value of the item.
  • Includes all parts, components, and any accessories provided.
  • If hygiene-related, the product must be unopened, or cleaned appropriately where applicable.
  • Faulty items must be reported immediately upon receipt.

4. Exchanges

We aim to make exchanges as easy as possible. If you need a different size or style, follow the steps in the “How to Return or Exchange an Item” section.

  • Customers are responsible for the cost of returning the original item.
  • For exchanges requiring international shipping, we may request a contribution toward the shipping cost of the exchanged item.

5. Refunds

Refunds will be processed within 14 calendar days of receiving your returned item or proof of return, whichever is earlier. Refunds will be issued to the original payment method, excluding original shipping costs (unless the item was faulty or misdescribed).

6. Return Shipping Costs

  • Customers are responsible for the cost of returning items, except in cases where the item is faulty or misdescribed.
  • For international returns, we recommend using a trackable shipping method and retaining proof of postage.
  • In cases where return shipping costs are disproportionately high, we may offer a partial refund or store credit. This will be assessed on a case-by-case basis.

7. Faulty or Incorrect Items

If you receive a faulty or incorrect item:

  • Email us at [info@charlierose-london.com] with photo evidence.
  • We will provide instructions for a free return and send a replacement or issue a refund as appropriate.

8. Items That Cannot Be Returned

The following items are non-returnable unless faulty or misdescribed:

  • Personalized or custom-made items.
  • Hygiene-related products (e.g., undergarments) if the protective seals are removed.
  • Perishable goods.

9. Late or Lost Returns

  • Items sent to the wrong address or returned late may not qualify for a refund or exchange.
  • If an item is not returned within 7 days of receiving return instructions, we reserve the right to consider the return request as closed unless otherwise agreed in writing.

10. Return Address – Asia Warehouse

To ensure efficient processing, all returns must be sent to our central warehouse in Asia. This address will be provided in your return instructions. Please note that our registered business address is for administrative purposes only and does not process returns.

11. Local Return Options

We are working on local return solutions to help reduce costs. Contact us at [info@charlierose-london.com] for updates or assistance.

12. Contact Us

For any questions or assistance, please get in touch:

13. Disclaimer

This policy does not affect your statutory rights under UK law, including your rights under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

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