Customer Care

FAQ

How can I order?

We release limited edition drops throughout the year. Please sign up to our Mailing List or follow us on Instagram to stay up to the minute on future drop dates and more. 

When can I expect my order?

Please allow 7-10 working days for your order to be dispatched. 

Do you ship worldwide?

Yes we do! Please review our policy on local taxes and duties for all orders shipped outside of the United Kingdom. 

Do I have to pay local taxes?

If you order products for delivery outside of the UK, your order may be subject to import duties and taxes upon arrival in the destination country. Please note that we do not have control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. 

Please note you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach of any such laws.

Do you accept returns?

We offer a 14 day returns policy. Please refer to our Returns Page for further information on how to return your order: www.charlottesimone.com/pages/delivery-returns

Do you accept exchanges?

All items are produced in limited quantities. We will try to accommodate your exchange but cannot guarantee the item's availability. 

Please email Customer Care at info@charlottesimone.com.

Will certain items ever be restocked?

All products are produced in limited quantity, working towards a more considered and sustainable approach to fashion. You have got to get it or regret it! 

Can I return an Archive Drop/Sample Sale order?

All Sample Sale/Archive Drop 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. Please refer to the following link for more information: www.charlottesimone.com/pages/delivery-returns

Can I return something without a returns card?

You can return your order without a returns card however before returning your item, please email Customer Care at info@charlottesimone.com to notify them and include a small note inside your package with your Order Number and Reason for return. 

How do I track my International order?

All Shipping Confirmation emails will include a tracking number for your reference. You can go directly to the DHL website and use your tracking number to locate the package.

How do I track my UK order?

All UK orders are sent via DPD. You can find your tracking number in your Shipping Confirmation email. 

How long does it take to get a refund?

Please allow 3-5 working days for your refund to be received, this depends on your payment providers processing times. 

I have not received a shipment confirmation email, has my order been shipped?

Please check your junk mail, if you have still not received it, please email Customer Care at info@charlottesimone.com. 

What size should I order?

Please refer to the size guide on the product page of the item you are interested in. 

Do you have a gift service?

If you need any help or advice choosing a gift, please get in touch with our Customer Care team at info@charlottesimone.com. 

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