Returns.
​
At Studio by Charlotte all items are very carefully inspected to a high standard prior to dispatch and
wrapped by Charlotte herself to ensure you receive your new pieces in the most perfect condition.
​
​
We hope you absolutely love your new Studio by Charlotte piece(s),
however, if for any reason your order is unsuitable, you may request an exchange or refund within 14 days of delivery as long as your order is returned in the same original condition you received it in. Every aspect of the garment must be free from signs of wear and odour.
​
To be eligible for a return, your item(s) must meet the following conditions to be accepted:
​
​
-
Item(s) must have the security ribbon still intact and it must not have been tampered with.
-
Item(s) must not have been worn, altered or washed.
​
-
Item(s) must be in its original condition still fitted with all original tags and security ribbon.
​
-
Shoes must be tried on where the surface is clean.
​
-
Item(s) must be free from any markings/stains. E.g, Make-up, Fake Tan or Deodorant.
​
-
Item(s) must not smell of deodorant, washing powder, perfume or cosmetics.
​
-
Package must contain all ribbons, dustbags and boxes.
​
-
Gaia and Darcy handbags must still have the protective clear seals on all the gold hardware, felt protection to still be in place and rubber protectors on the prong and feet, we reserve the right to refuse a return if the Gaia or Darcy handbags do not meet these conditions.
​
​
We reserve the right to refuse a refund if the item(s) do not meet these conditions, in this instance, you may choose to have the item(s) sent back to you at your own expense.
Once your return has been received and inspected, we will process your refund. A £2.95 return processing fee will be deducted from your refund total. We will notify you by email that your refund has be processed and a credit will automatically be applied to your credit card or original method of payment. We aim to process your refund within 14 days of your item(s) being received by us.
Please see full returns information below.
​
To request your exchange or return please contact us either via email studiobycharlotte@gmail.com
including your full name and order number, or alternatively fill out of the the form below
and we will instruct you on how and where to send your package.
​
Items sent back to us without first requesting an exchange or refund will not be accepted.
​
​
PLEASE READ
​
We kindly ask that you choose just one method of contact, as multiple messages do cause a backlog.
​
Once you have requested your exchange / return please allow up to 48hours for us to get back to you.
​
Thank You
PLEASE NOTE
​
​
£2.95 return processing fee will be deducted from your refund total.
​
We do not offer free returns and so the original and return delivery fee are not covered by Studio by Charlotte.
We advise all packages are sent using a tracked and signed-for return method that provides you with a tracking number and proof of postage as
we cannot take responsibility for items damaged or lost in transit.
​
All items remain the responsibility of the customer until they are received by Studio by Charlotte.
​
Items which are outside of our 14 day return policy are non-returnable.
EXCHANGES
​
If you require an exchange please state the full details on both your request form / email and your return note
which can be found within your package,
please make sure you return this inside your package prior to sending to us.
All exchanges are subject to current stock levels.
INTERNATIONAL EXCHANGES
​
Unfortunately we don't offer exchanges on any international orders,
the fastest way to ensure you get the pieces you want is to return the item(s) you have,
and once the return is accepted, make a separate order for the new item(s).
INTERNATIONAL RETURNS
​
The same conditions above apply to international returns.
The simplest way to return your parcel is for us to send you a DHL return label, you won’t need to repay any duties for it to come back to us as it will be classed as a returned parcel. The importing shipping cost of returning it back to us will be the same as what you originally paid for the shipping of exporting it to you, please note this cost will be deducted from your refund total. If you wish to proceed with this option you’ll just need to print out the returns label, attach it to your parcel and arrange a return with DHL through the link we will provide.
​
Alternatively you are very welcome to arrange a courier of your choice to return the parcel back to us and we will happily advise you on how to complete the customs forms if you wish. Please note we can only provide a PO Box address. Unfortunately you will not receive a refund for any incurred handling along with the original and return shipping costs.
​
All items remain the responsibility of the customer until they are received by Studio by Charlotte.
​
​
CUSTOMS AND DUTIES
​
All international deliveries are sent on a DAP basis, this means you as the buyer are responsible for any customs clearance charges, import duties, VAT and tariffs imposed by your country for importing consumer goods. You as the buyer are charged once the parcel reaches its destination country and these charges must be paid by the recipient of the parcel. We do not collect this beforehand and unfortunately are unable to provide an estimate of the cost as charges vary around the world. However, you may want to contact your local customs office for further information.
Please take this into consideration when placing your order.
If custom fees and charges are refused at the time of delivery your order will be returned to us as the sender.
Unfortunately you will not receive a refund for any incurred handling along with the original and return shipping costs.
UNDELIVERABLE PARCEL(S)
​
If you're unable to take delivery of your parcel from DHL Express then a delivery card will be left for you to arrange redelivery / collection. Your parcel(s) will be held for a defined period of time, if uncollected parcel(s) exceed this limit they will be returned to us as the sender. Unfortunately you will not receive a refund for any incurred handling along with the original and return shipping costs.
​​JEWELLERY AND HAIR ACCESSORIES
​
Pierced jewellery and hair accessories are non-returnable due to hygiene reasons.
OUTLET ITEMS
​
Please note, all items purchased in our outlet are final sale and therefore we do not accept returns, exchanges or store credit on any of these items.
Outlet items will be packaged differently.
​SALE ITEMS
​
All item(s) purchased in the sale have the same returns policy as usual unless the item(s) are in our outlet section and are marked as final sale. We do not accept returns or exchanges on any of these item(s).
Sale item(s) will be packaged differently.
​​SAMPLE SALE ITEMS
​
Please note, all items purchased in our sample sale are final sale and therefore we do not accept returns, exchanges or store credit on any of these items. Sample sale items will be packaged differently.
PROMOTIONAL EXCLUSIVES​
​
All item(s) purchased during promotional periods have the same returns policy as usual unless the item(s) are in our outlet or sample sale section and are marked as final sale. We do not accept returns or exchanges on any of these item(s).
Promotional item(s) will be packaged differently.
​​​​REFUNDS
​
Once your package has been received back by us and has been approved,
refunds will be credited back to the original payment method minus the shipping cost and the £2.95 return processing fee.
Refunds are processed as soon as possible after they have been received by us, however please allow up to 14 days during our busy periods.
You will receive confirmation immediately, however please allow
5-7 working days for any refunds to appear back on your original payment method.
Please be aware we have no control over your banks processing times which can vary.
Please contact us at studiobycharlotte@gmail.com if you have any further queries
​