Shipping and returns


Shipping

Shipping within the UK is sent via Royal Mail 1st class, orders over £100 are sent via recorded delivery

We ship internationally from the UK. Shipping is calculated on checkout, and there is a shipping calculator for your convenience. 

Items outside the UK are sent via Royal Mail Airmail. No tracking codes are available for this service. We aim to ship out your order within 3 days of purchase.

Depending on your location items can sometimes take up to 21 days to arrive (this is for Australia and the USA), however it's generally around 5-7 days.

Bespoke items

Bespoke items will be despatched within 7 working days of the order. 

Returns & Replacements

Can I return an item?

Yes you can. Simply return the item unused, in the same condition that you received it and in its original packaging within 30 days for a refund, credit note or exchange. We cannot refund the postage on returned items. 

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


Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@charlotteluisa.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@charlotteluisa.co.uk to arrange your exchange.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, please email us at returns@charlotteluisa.co.uk to arrange your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.