Customer Care

FAQ

Do you have a gift service?

Charlotte Simone's fluffy accessories are the perfect gift for any occasion. If you need any help or advice choosing a gift, please get in touch with our Customer Care team at info@charlottesimone.com. All gifts can be beautifully gift wrapped, which includes tissue paper, a custom sticker and pale pink gift box. If you wish you can also include a personalised hand written gift card, which will be included in the package. 

When can I expect my order?

Our small team is working as quickly as we can, whilst taking extra precautions to ensure our teams safety. I would allow up to 7-10 working days for your order to be dispatched. One your item has been dispatched UK orders are shipped on a next day service and international packages take between 1-5 working days from the date of dispatch.

Do you ship Interntionally?

Yes we do! Just choose your shipping country from the dropdown menu at checkout. Please review our policy on local taxes below for all international orders.

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.

How do I return my fluff?

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

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. We aren't able to make any exceptions. 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. For all US orders, you can go directly to the FedEx website and use your tracking number to locate the package. If we are not shipping to the US, you can track your package using your tracking number on the DHL website. 

How do I track my UK order?

All UK orders are sent via DPD. Using your tracking number, which can be found in your Shipping Confirmation email, you can track your package on the DPD website. 

How long does it take to get a refund?

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

How do I exchange my order?

Please email Customer Care at info@charlottesimone.com to help arrange an exchange. 

Where do I enter my discount code?

Once you are on the shipping page of the Checkout process, it will allow you to enter your gift card or discount code.

I have not received a confirmation email after placing my order, has it gone through?

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

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. 

If my item breaks, do you offer a repair service?

We offer a free repair service. Please email Customer Care with your Order Number, the reason for repair and an image in order for us to book it in for repair for you. 

What are your size guidelines?

XS: UK 6-8, S: UK 8-10, M: UK 10-12, L: UK 12-14

Where are your clothes manufactured?

Charlotte Simone pieces are made in China, we work very closely with our trusted manufacturers and the team visit frequently to ensure strong partnership. 

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