Customer Care

Delivery & Returns

UK Standard

Processing Time: 10-12 working days from date of dispatch

Delivery: 1-2 working days from date of dispatch

Europe Shipping

Processing Time: 10-12 working days from date of dispatch

Delivery: 1-3 working days from date of dispatch

Worldwide Shipping

Processing Time: 10-12 working days from date of dispatch

Delivery: 3-5 working days from date of dispatch

Orders will begin to be processed once the drop closes, we endeavour to dispatch all orders within 10-12 working days. Please bear in mind that processing and delivery time frames are an estimation and can sometimes take longer than expected due to global delays that are out of our control.  Order delivery time depends on shipment courier and destination. Charlotte Simone delivers worldwide. Please allow 24 hours for your tracking number & shipping label to update.

All items and shipping prices on our website for delivery to countries outside of the United Kingdom are not inclusive of 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. If you refuse a shipment from Charlotte Simone, you are responsible for the original shipping charges, any Import Fees that are incurred on the package and the cost of returning the package to Charlotte Simone. 

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 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. 


If you changed your mind about your order, you have up until 1 hour after order placement to cancel the order by emailing our customer care team on:


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 initial 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 without authorisation. 

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 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:

If you wish to return your item for a refund please download this form and fill out all relevant fields, enclose it in the package and arrange for the return within 14 days from receipt of your package. We do not provide return shipping labels, customers are responsible for return shipping costs. 

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. 

Once 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 7 working days from the date of receipt in our studio for this to take place. 

All returns can be sent to:

W1U 5NN 

Returned to Sender/Refused Packages

Orders refused or deemed undeliverable by DPD or DHL will be returned to Charlotte Simone. We will contact the customer via email or phone a total of three times before cancelling the order. Customers who still want to receive the package must pay for a new shipping label. 

Faulty Items

If your item is faulty when you receive it please notify 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 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.

Archive Drop/Sample Sale Pieces

All Archive Drop/Sample Sale sales are final, no refunds or exchanges are granted. Items are either original samples, prototypes, salesman samples, press samples or end of line stock. The items may have slight defects which reflect in the price. 

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