Returns and exchanges
You don't like the product you ordered? No problem!
We offer free returns within 14 days of receiving your order.
We are also happy to offer you a free exchange of the goods. The usual deadline of 14 days after receipt of the goods also applies to this.
For any concerns regarding returns or exchanges, please email us at contact@charlottew.de . You will then receive a message from us and we will send you a return label.
Your refund will be made to your chosen payment method as soon as the return has arrived and been processed.
We only accept returns of goods in their original condition. This means the goods are unwashed, unworn, have a label and hangtag and are in the original packaging.
RETURN POLICY
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Our right of return applies for 14 days from receipt of the goods. If you have had our goods for longer than 14 days, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. The item must also be in the original packaging.
The following products cannot be returned:
- Gift vouchers
In order to complete your return, we need the delivery note that you received when you received the goods. Please do not send the purchased items back to us without prior registration.
Only partial refunds are granted in certain situations:
- Items that are no longer in their original condition, are damaged or are missing parts for reasons not due to our error
Refunds
When we have received and inspected your return, we will send you an email to inform you that we have received the item you returned. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed. After a few days, your credit card or original payment method will automatically be credited.
Late or missing refunds
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 for your refund to be credited.
Next, contact your bank. There is often a processing time for a refund to be posted to your account.
If you have done all of this and still have not received a refund, please contact us at contact@charlottew.de.
Offer items (SALE)
A refund can only be given for regular priced items, sale items are not eligible for refund. In this case you will receive a voucher from us.
Exchange
If you would like to exchange an item for the same or a different item, send us an email to contact@charlottew.de. An exchange can only take place after prior registration and agreement.
Gifts
If the item was marked as a gift when purchased and sent directly to you, you will receive a voucher equal to the purchase value when the item is returned. As soon as we have received the returned item, you will receive a voucher by email.
If the item was not marked as a gift upon purchase or sent to the gift giver, a refund will be made to the gift giver and the gift giver will be notified of the return.
Shipment
To return your product, send us an email to contact@charlottew.de.
We will send you a free shipping label for your return within 14 days of receiving the goods.
The time it takes for the exchanged item to arrive may vary depending on shipping volumes.
Information about revocation can be found on the following page: https://charlottew.de/pages/widerruf