We accept payments via credit card (MasterCard, Visa, American Express), Paypal, ApplePay, KLARNA or bank transfer.
For some payment options you’ll be taken to either the PayPal or KLARNA, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.
We aim to process refunds within three days after we received it.
Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund.
We’ll contact you by email to let you know when your refund has been processed.
Yes. You can place an order as a guest with no obligation to create an account.
We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account.
Just visit https://www.charlottew.de/register and follow the instructions on-screen.
This is automatically sent to your email address when you place an order.
If you haven’t received your order confirmation within 24 hours, please get in touch at contact@charlottew.de just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel.
Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via contact@charlottew.de, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.
Orders that require shipping within Germany will be delivered within one to three days, depending on your preferred shipping method. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
Currently, we are only able to ship to Germany. However, with your assistance, we can expand our shipping capabilities and deliver to your country in the near future!
Subscribe to our Newsletter and be the first to receive updates on shipping zones!
We provide free shipping to Germany. We offer different types of shipping, like GLS, DHL or DHL Express.
You can find all information on page "Shipping".
Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.
You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. You can find more answers on page "Return and Exchanges".
We are also happy to offer exchanges if you are not happy with the styles you ordered. Please feel free to reach out to us at contact@charlottew.de for any assistance.
Please contact our customer service team via contact@charlottew.de.
Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return label by email.
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via contact@charlottew.de with the details.
We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached. Please check our side "Returns and exchanges" for more information.
This depends on the carrier or shipping method when returning your item. Once we receive your return, we’ll notify you by email.
We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card. If it takes more than 14 days, please send us an e-mail to contact@charlottew.de.
Yes, we do, please send us a message at contact@charlottew.de and we will send you a voucher digital via e-mail or via mail.
Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply purchase a gift voucher instead, available for 50,00€, 100,00€ or any desired amount.
