Returns Policy
Important: Please read our Returns Policy carefully before placing an order. By placing an order with Charles & Dorothy, you agree to the terms outlined below.
Charles & Dorothy is an online retailer operating exclusively online. We work with international fulfillment partners and do not currently operate a physical retail store.
Cancellations
If you would like to cancel your order, you may do so free of charge as long as the order has not yet been processed or dispatched.
Orders are processed quickly, usually within approximately 4 hours, so please contact us as soon as possible with your order number and cancellation request.
Please note that once an order has been processed or dispatched, it can no longer be cancelled due to our automated fulfillment system.
Returns
Returns sent without first contacting us and receiving approval will not be accepted. In these cases, we cannot guarantee that a refund can be issued.
Timeframe: You may request a return within 30 days of receiving your order. After the 30-day return period has passed, we are unfortunately unable to offer a refund or exchange.
Conditions: Returned products must be unused, undamaged and returned in their original packaging.
For hygiene-sensitive products, additional return restrictions may apply. Certain hygiene-sensitive items may be excluded from returns where applicable.
How to Return an Item
If you would like to return an item, please contact us first through our customer service email or contact page.
Please include:
- Your order number
- The reason for your return
- A photo of the product if it arrived damaged or defective
- Your contact details
To ensure your return can be processed correctly, please contact us and wait for approval before sending your package.
Once your return request has been approved, we will provide you with the necessary return instructions and return address.
Please note: Our returns are processed through an international warehouse. As a result, approved returns may need to be shipped to our logistics facility in China.
Important: Return shipping costs are the responsibility of the customer unless the product was damaged, defective or incorrectly delivered due to an error on our part.
The exact return shipping cost depends on the courier you choose. We strongly recommend using a shipping service that includes tracking.
Shipping Risk & Tracking
Return shipments are sent at the customer's responsibility. Charles & Dorothy cannot be held responsible for returned packages that are lost, delayed or affected by circumstances such as customs processing.
Always use a return shipping method that provides a valid track & trace number.
Without tracking information, we may be unable to verify that your return was sent or received, which may prevent us from processing your refund.
Refunds
Once your return has been received and inspected, you will receive an email informing you whether your refund has been approved or rejected.
If your refund is approved, the amount will automatically be returned to your original payment method within a maximum of 30 days.
If you have not received your refund after 30 days, please check your bank account or payment provider first. If the refund is still missing, contact our customer service team for assistance.
Costs & Responsibility
Return costs: If the return is requested for reasons attributable to the customer, such as ordering the wrong size, color or item, the customer is responsible for the return shipping costs.
The exact cost will depend on the shipping provider you choose. We strongly recommend returning your package using a tracked shipping service.
Damaged or incorrect item received? If you receive a damaged, defective or incorrect item because of an error on our part, we will cover the applicable return shipping costs and provide a replacement item free of charge.
No Hidden Costs
No additional processing or administration fees will be charged for approved refunds.