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Customer Care

FAQ

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. 

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 for an additional £5, which includes tissue paper, a dust bag and gift bag. If you wish you can also include a personalised hand written gift card, which will be included in the package. 

Does the next day service deliver on a Saturday or Sunday?

No, the DPD next day service delivers Monday to Friday only. Orders placed before 2pm on Friday will be delivered on Monday and orders placed after 2pm on Friday, Saturday or Sunday will ship on Monday for next-day delivery on Tuesday. If you would like your order delivered on a Saturday please get in touch with our Customer Care team who can help organise this for you.

Do I have to pay local taxes?

Orders delivered outside the EU may be subject to local taxes in the country of delivery.

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 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. 

What is the discount code for my first purchase on Charlotte Simone?

Sign up to our newsletter to receive 10% off your first purchase. 

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?

S- UK 8, M- UK 10, L-UK 12

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