Refund policy

Returns & Refund Policy

Please note: we do not offer free returns. The cost of returning an item is the customer's responsibility.

Can I return my order?

Yes. If you're not satisfied with your purchase, you may request a return within 30 days of receipt, provided the return meets the following conditions:

All parts, components, and packaging are included, exactly as the product was received.
The product is in its original, unused condition. Damage caused by careless handling is not covered.
Items where hygiene is a factor must be clean before being returned.

We reserve the right to refuse returned items if there is evidence they have been used or damaged beyond normal inspection.

How do I start a return?

If your order meets the conditions above, email us at support@charlotte-london.co.uk with:

Your order number
The reason for the return
A photo of the item (if it arrived damaged or faulty)
Your full name and address

Our team will then reply with the correct return address. Please wait for this address before sending anything back — do not return items to the sender address on the parcel. As the customer, you are responsible for the cost of return shipping.

Refunds

Once we receive and inspect your returned items, your return is processed within 7 business days. If all conditions are met, we will reimburse all payments received from you — excluding the original delivery costs — without undue delay, and no later than 14 days from the day we are informed of your decision and have received the goods.

Refunds are issued to the original payment method. You will not be charged any fee for the refund. Depending on your bank or payment provider, it may take a little longer for the funds to appear in your account.

Changing or cancelling an order

If your order has not yet shipped, changes or cancellations may still be possible. Please contact us as soon as possible after ordering and we'll do our best to help. Once an order has shipped, we're unable to stop it in transit — in that case, please wait to receive it and then follow the return process above.

Right of withdrawal

As a consumer, you have a statutory right to withdraw from your purchase within 30 days of receiving the goods. To exercise it, notify us of your decision by a clear statement (for example, by email at support@charlotte-london.co.uk). The cost of returning the goods is borne by the customer. This does not affect your statutory consumer rights.

Damaged or faulty items

If your item arrives damaged or faulty, contact our customer care team with photos and a clear description of the issue. If we confirm the fault is on our end, we'll arrange a replacement at no cost to you.