Customer Care

Delivery & Returns

Shipping

UK: 1-2 working days from date of dispatch

EUROPE SHIPPING:  1-3 working days from date of dispatch

WORLDWIDE SHIPPING: 3-5 working days from date of dispatch

Orders will begin to be dispatched once the drop closes on the 8th of December, we endeavour to dispatch all orders within 10-12 working days. Please bear I mind that time frames are an estimation and can sometimes take a little longer than expected during the Christmas period or due to global delays that are out of our control. Upon dispatch, please follow the delivery times above.

All items and shipping prices on our website for delivery to countries outside of United Kingdom are not inclusive of any customs or import duties and may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the delivery is the Importer of Record in the destination country and is responsible for all Import duties and taxes.

Please note that we do not have control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order or contact us at info@charlottesimone.com if you have any questions or concerns. 

You must comply with all applicable laws and regulations of the country which the Products are destined. We will not be liable or responsible if you break any such law.

Cancellations

If you changed your mind about your order, you have up until 1 hour following the receipt of your order confirmation to cancel the order by emailing our customer care team on: info@charlottesimone.com

Returns

If you are not happy with your purchase please return it within 14 days of receipt and we will either send out replacement goods or refund you the price of the item purchased but not the cost of shipping. After the 14 days have lapsed, any returns or exchanges will be accepted at the discretion of Charlotte Simone. Due to the nature of the product Charlotte Simone will offer you a refund provided that it is returned in its original and unworn condition and all tags, cards, boxes and/or pouches sent with your order are included with your return. Any items returned to Charlotte Simone that have been worn with tags removed will not be accepted for a refund and returned to the Customer. 

Refunds are only made to the card used to purchase any Charlotte Simone item. 

Banks may take up to 10 working days to make credit/debit card refunds. Charlotte Simone does not accept liability for the length of time a bank make take to process refunds. 

Please notify info@charlottesimone.com on the day of reciept of your order if any item has been delivered without tags or is faulty.

Please be aware that all 'Import Fees' (refer to above) are not refunded for shipments being returned from outside the United Kingdom. It is the customers responsibility to guarantee all returning orders arrive in the Charlotte Simone London showroom within the 14 day return time-frame. 

If you return an item from within the EU, you should be entitled to a VAT & Duty refund if you contact your local customs office with proof of return.

How to return your order:

Please complete all relevant fields on the return card that was included in your order, enclose it in the package and arrange for the return. 

Please note, all returns are at the customer's cost unless faulty/damaged items are received by the Customer. Parcels that are returned to us remain the customer's responsibility until received at the Charlotte Simone London showroom. The refund/exchange will not be processed until we have received the package back at our London showroom. Please note, Charlotte Simone does not accept liability for returned goods. To this end, we would suggest using a trusted courier and keeping your tracking details until we have confirmed a safe receipt. 

One your return has been safely received in our studio we will examine it for any signs of wear or damage, only after these checks have taken place will we issue the refund. Please allow up to 5 working days from the date of receipt in our studio for this to take place. 

All returns can be sent to:

CHARLOTTE SIMONE
26 NOTTINGHAM PLACE, THE BASEMENT, LONDON
W1U 5NN 

Faulty Items

If your item is faulty when you receive it please notify info@charlottesimone.com as soon as your order is received, within our 14 day policy. If you inform Charlotte Simone after the 14 day period of items being faulty, we will endeavour to fix your item as soon as possible but are NOT able to offer an exchange or refund.

Faulty items returned to us within our 14 day policy will be reviewed by our in house quality control team and the customer will be notified of an update within 3-5 working days. Any items deemed to subject to fair wear and tear will not be accepted as faulty. 

Faulty items will be replaced if a replacement is in stock and available. If the item is out of stock we will be in touch with the Customer, whether they would prefer to receive a refund or to exchange for an appropriate alternative.

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