Customer Care

Delivery & Returns


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

We endeavour to ensure orders are dispatched in a timely manner however are unable to guarantee the delivery timings above. Please allow 10-14 working days for your order to be dispatched from the date the drop closes, however subject to demand and current global issues please be patient.  

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 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 following the receipt of your order confirmation 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 purchase price. 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. Any orders returned outside of the 14 day return policy will not be accepted.

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

How to return your order:

Included in your Charlotte Simone package is a 'Return Me' slip, please fill this out completely and include it in the return package. If we don't receive the 'Return Me' card we may be unable to process your return.

Shipping and handling charges are non-refundable, and the customer is responsible for return shipping costs unless faulty/damaged items are received by the Customer. Parcels that are returned to us remain the customer's responsibility until receipted 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.

Please allow 3-5 days working days for your money to show up in your account. We recommend that you send your returns using a recorded or signed for service post and that you retain proof of postage. Charlotte Simone cannot accept responsibility for return orders lost in transit.

All returns can be sent to:


Shipping and handling charges are non-refundable. If you request a refund, you will be refunded for the price of the item purchased but not the cost of shipping.

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. 

Archive Drop and One-Of-A-Kind Items

Archive Drop sales are final, no refunds or exchanges are granted. Items are either original samples, unique styles, one-of-a-kind pieces, salesman samples, prototypes, press samples or end of line stock. The items may have slight defects which are reflected in the price. We aren't able to make any exceptions, all items are sold as seen and defects will be noted in the description of each product.

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 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.

Pre-Order Items

Pre-order items are not currently in stock. Pre-order is placing an order in advance and 100% payment will be processed at the time of purchase.

When you pre-order an item we guarantee availability and then reserve the item for you.

Please make sure you have read and understood all the conditions written here before submitting your orders and are happy with the delivery schedule. However subject to demand and current global issues please be patient and expect delays.

All pre-ordered items are final, non-refundable and non-returnable as it is made to order.

Personalised Items

Please note that personsalised items cannot be exchanged or returned. 

Handmade Items

Please note we do not accept returns or process refunds on any handmade pieces. Please allow up to ten working days for delivery. Once your order has been dispatched, please follow the lead times above.

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