ORDER
Learn more about what happens after you place an order, how cancellations work, and what to expect while your order is being prepared.
Once your order is complete, you’ll receive a confirmation email with the items you selected, your shipping details, and your order information.
Charles and Dorothy will then carefully prepare your order for shipment. Once it has been dispatched, you’ll receive a tracking number by email so you can follow your package on its way to you.
If anything isn’t quite right when your order arrives, simply contact us and we’ll be happy to help.
Cancellation is possible as long as your order has not yet been processed. Because orders at Charles & Dorothy are prepared quickly, it may sometimes no longer be possible to cancel an order even shortly after it has been placed.
The quickest way to request a cancellation is through your customer account. Open the relevant order and select the cancellation option. Please note that you can only request cancellation for all items included in a scheduled delivery.
If your order has been divided into multiple scheduled deliveries, you will need to submit a separate cancellation request for each delivery you wish to cancel. Unfortunately, individual items within a scheduled delivery cannot be cancelled separately.
Once your request has been submitted, you’ll receive a separate email confirming the status of your cancellation request.
SHIPPING AND DELIVERY
Information about shipping costs, estimated delivery times, available shipping options, tracking, and frequently asked questions about your delivery.
Products that are available for immediate shipment are generally delivered within 4–8 business days.
Products that are not immediately available have an estimated delivery time of approximately 8–12 business days.
You can find the estimated delivery time for your order in your order confirmation email.
Once your order has been successfully completed, you’ll receive an order confirmation by email.
If you have created a customer account, you can also log in to the website and view your order under Orders.
If you have any questions or have not received your confirmation email, you can always contact Charles & Dorothy customer service for assistance.
Of course. Your order can be delivered to an address that is different from your billing address, such as your workplace or another preferred delivery address.
Simply enter the address where you would like your order delivered in the Shipping Address section during checkout.
RETURNS AND REFUNDS
Information about our return, refund and exchange policies, including eligibility, processing times and frequently asked questions.
If your order is eligible for return, please follow these steps to begin the return process:
Contact us through the Contact Us section of our website.
Please include the following information in your message:
Order number
Reason for your return request
Photo of the product if it arrived damaged or defective
Your first and last name
Your address
Once we receive your request, we’ll contact you with the correct return address and further instructions.
Once we have received and inspected your returned item, your refund will be processed within 14 days.
The refund will be issued using the same payment method you selected when placing your order.
If you return your order in full, you will receive a refund for the purchase amount.
Please note that return shipping costs are not refunded and are normally the responsibility of the customer.
If an item you receive is damaged, defective, or otherwise not as expected, please contact us and submit a complaint.
Where applicable, the item can be returned free of charge using the return instructions we provide.
Please include a clear photo of the damage or defect when contacting us so we can review the issue as quickly as possible.
At Charles & Dorothy, you may return eligible items within 30 days of receiving your order.
Further information regarding cancellations and returns can be found in our Terms & Conditions and Returns & Refunds Policy.
Please note that returns must be sent using the return instructions provided by us.