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
- 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.
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.
How to Return or Exchange an Item
- Email us at [info@charlierose-london.com] with your order details to request a return or exchange.
- Wait for our return instructions, including the correct return address. Important: Customers must contact us before returning any item to ensure it is sent to the correct return address. Items sent to the wrong address cannot be processed or retrieved, and refunds will not be issued in such cases.
- Use a trackable shipping service to send your item back within the timeframe provided.
Return and Refund Conditions
Refunds for Exchanged Items
- If an item has been exchanged and you decide to request a refund within 14 calendar days of receiving the exchanged item, you are entitled to a refund under UK consumer law. Refunds will only be processed once the exchanged item has been returned to our centralised processing facility in Asia.
- Shipping costs associated with the replacement may be deducted from the refund unless the item was faulty or misdescribed.
Transit Replacements
- Once a replacement item is dispatched, it cannot be cancelled. However, you may return it upon receipt for a refund. Return instructions will be provided upon request.
Return Conditions
- Items must be returned with all parts, components, and accessories provided. While returning the item in its original packaging is preferred, it is not mandatory. Please ensure the item is securely packaged to avoid damage during transit.
- If hygiene-related, the product must be unopened or cleaned appropriately where applicable.
- Faulty items must be reported immediately upon receipt.
Multiple Exchanges
- We aim to accommodate customer needs, but we reserve the right to limit the number of exchanges per order. Additional exchanges beyond the first may incur an administrative fee to cover processing and shipping costs.
- If a customer requests multiple exchanges for the same item, we may offer a refund or store credit instead, at our discretion, provided the item meets the return eligibility criteria.
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).
Return Shipping Costs
- Customers are responsible for all costs associated with 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.
- If a refund is requested after an exchange, shipping costs for the exchanged item and replacement may be deducted from the total refund amount unless the product was faulty or misdescribed.
Faulty or Incorrect Items
If you receive a faulty or incorrect item:
- Email us at [info@charlierose-london.com] with photo evidence within 14 days of delivery with photo evidence.
- We will provide instructions for a free return and send a replacement or issue a refund as appropriate.
Reporting Missing or Undelivered Items
If your order is missing or has not been delivered, you must notify us within 14 days of the delivery date by contacting [info@charlierose-london.com].
Please include your order number and any relevant details when submitting your report. Claims made outside this timeframe may not be eligible for investigation, replacement, or refund.
Items That Cannot Be Returned
The following items are non-returnable unless faulty or misdescribed:
- Personalised or custom-made items.
- Hygiene-related products (e.g., undergarments) if the protective seals are removed.
- Perishable goods.
Late or Lost Returns
- Items returned to an incorrect address due to failure to contact us for return instructions will 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.
Return Address – Asia Warehouse
To ensure efficient processing, all returns for refunds 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.
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.
Contact Us
For any questions or assistance, please get in touch:
- Email: [info@charlierose-london.com]
- UK Virtual Address (For Correspondence Only): 3rd Floor, 86 – 90 Paul Street, London, EC2A 4NE
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.
