Shipping and returns

Shipping

UK delivery
All UK orders are sent via Royal Mail. Orders over £100 are sent via a tracked or recorded service.

Dispatch times
Ready to ship items are usually dispatched within 2 to 3 working days.

Bespoke items
Bespoke items are made to order and will be dispatched within 7 working days of purchase.

Returns & Refunds

Can I return an item?
Yes. You can return an item within 30 days of receiving your order, provided it is unused, in the same condition you received it, and in its original packaging.

You can choose a refund, exchange, or store credit. Original postage costs are non-refundable.

Bespoke items
We do not accept returns on bespoke items unless they are faulty.

Sale items
Sale items are non-refundable.

After 30 days
If more than 30 days have passed since your purchase, unfortunately we cannot offer a refund or exchange.

Proof of purchase
A receipt or proof of purchase is required to complete your return.

Refunds

Once your return is received and inspected, we will email you to confirm receipt and let you know whether your refund has been approved.

Approved refunds will be processed back to your original payment method within a few working days. Please note that processing times can vary depending on your bank or card provider.

Late or missing refunds
If you have not received your refund, please:

• Check your bank account again

• Contact your credit card provider, as processing can take time

• Contact your bank for further information

If you have done all of the above and still have not received your refund, please contact us at hello@charlotteluisa.co.uk.

Exchanges

We only offer exchanges for items that are faulty or damaged. If you believe your item is defective, please email hello@charlotteluisa.co.uk with details and photographs where possible, and we will arrange a replacement.

Gifts

If your item was marked as a gift and shipped directly to you, you will receive store credit for the value of the returned item once it has been received.

If the item was not marked as a gift, or was shipped to the purchaser to give later, any refund will be issued to the original purchaser.

Returning an item

To arrange a return, please email hello@charlotteluisa.co.uk before sending anything back.

Return postage costs are the responsibility of the customer and are non-refundable. We recommend using a tracked service, particularly for items with a value over £50, as we cannot accept responsibility for items lost in transit.

Delivery times for exchanges may vary depending on your location.