How To Return & Exchange.
Every Studio by Charlotte piece is carefully inspected and lovingly wrapped by Charlotte herself — because unboxing something truly beautiful should feel like a gift, every time. Each order a reflection of the care and devotion put into every piece we create. On the rare occasion something isn't quite suitable, please find our returns information and form below.
OUR POLICY
Returns &
Exchanges
We hope you absolutely love your new Studio by Charlotte piece. However, should your order be unsuitable for any reason, you are welcome to request an exchange or refund within 14 days of delivery, provided your item is returned in its original condition.
To be eligible, every aspect of the item must be free from signs of use, wear, and odour, with all original packaging, ribbons, dustbags, and security ribbons intact and untampered with.
Please note, a £5 processing and handling fee applies to all returns, which will be deducted from your refund total. We do not cover the cost of return
postage.
REQUIREMENTS
Return
Conditions
To ensure your return is accepted, please kindly ensure all
of the following conditions are met:
Item(s) must have the security ribbon still intact and untampered with
Item(s) must not have been used, worn, altered, or washed
Item(s) must be in their original condition, fitted with all original tags and security ribbon
All original packaging must be included - ribbons, dustbags, and boxes
All handbags must still have the protective clear seals on all the gold hardware, rubber protectors on both the feet and prong, felt protection, leather tag, padlock and both keys in place
All clutch bags must still have protective clear seals on all the gold hardware, rubber protector on the prong, and felt protector in place
Item(s) must be free from markings, stains, make-up, fake tan, or deodorant, including any scent such as deodorant, perfume, washing powder, or cosmetics
Shoes must only have been tried on a clean surface
We reserve the right to refuse a return if any of the above conditions are not met. In this instance, you may choose to have the item(s) returned to you at your own expense.
GOOD TO KNOW
All returns must be requested within 14 days of delivery. Items outside of this window are non-returnable.
We advise all returns are sent via a tracked and signed-for service, as Studio by Charlotte cannot accept responsibility for items lost or damaged in transit. All items remain the customer's responsibility until received by us.
For further queries, please contact us at hello@studiobycharlotte.com — we are always happy to help.
EXCHANGES
UK
Exchanges
If you would like to exchange your item, please include the full details of your exchange request both on your return form and within your package when returning it to us.
All exchanges are subject to current stock availability. We will always do our best to accommodate your request and will be in touch should your chosen item be unavailable
WORLDWIDE
International
Returns & Exchanges
All return conditions above apply to international orders. Please note that we are unable to offer exchanges on international orders. The simplest way to ensure you receive the piece you love is to return your item and place a new order once your return has been approved.
To return your parcel internationally, we are happy to provide a DHL return label. As your parcel will be classified as a returned item, no additional duties will apply on its journey back to us. The cost of return shipping will be equivalent to your original delivery cost and will be deducted from your refund total.
Alternatively, you are welcome to arrange a courier of your choosing. We are happy to advise on customs form completion should you wish — please note we are only able to provide a PO Box address. Please be aware that original and return shipping costs are non-refundable.
All items remain the responsibility of the customer until they are received by Studio by Charlotte.
PROCESSING
Your
Refund
Once your return has been received and approved, your refund will be credited to your original payment method, minus the £5 processing and handling fee and any applicable shipping costs.
We aim to process all refunds within 14 days of receiving your return, and you will receive an email confirmation once this has been completed. Please allow 5–7 working days for the refund to appear in your account, as processing times may vary between banks.
Please be aware that we have no control over your bank's processing times once a refund has been issued.
EXCLUSIONS
Non-Returnable
Items
For hygiene and safety reasons, pierced jewellery and hair accessories are non-returnable.
All items purchased through our Outlet are considered final sale and are not eligible for return, exchange, or store credit. Items purchased during our sample and one-off exclusive sales are also final sale.
Items purchased during promotional periods follow our standard returns policy, unless they are marked as final sale within our Outlet or sample sale and one-off exclusives.