Refund and Delivery Policy
Stock permitting, all orders placed with Charlotte Simone before 2.00pm GMT are dispatched the same day orders are received.
We endeavor to dispatch all orders placed after 2.00pm GMT on the same day the order is received. However are unable to guarantee the delivery timings above.
All items and shipping prices on our website for delivery to countries outside of the European Union ("EU") 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 Fees.
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 firstname.lastname@example.org 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' card, 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:
26 NOTTINGHAM PLACE, THE BASEMENT, LONDON
Shipping and handling charges are non-refundable. If you request a refund, you will be refunded for the price of the item purchased and tax (if applicable) 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 EU. 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 your item is faulty when you receive it please notify email@example.com 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.