Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will offer you a full refund or exchange.

Delivery area

The delivery area for the charli.com online store covers each country in the world. Our online store offers you the choice of a postal delivery to the address of your choice. Clients outside the UK will be contacted by DHL or their nominated partner for clearance of duties charges which vary by state. We offer flat rate International Shipping for £20.00. Orders to Canada is a flat rate International Shipping for £25.00. Orders to United States & Australia is a flat rate International Shipping for £30.00.

Delivery times and methods

The Charli online store uses DPD for delivery on orders over £100. We offer free next day delivery in the UK for each order processed before 2.00 pm. The average delivery time is approximately 3-5 days depending on the country of destination. Deliveries take place from Monday to Friday between 9 am and 6 pm. On orders under £100 we use DPD for next-business day for a flat fee of £4.95

Tracking your order

Once your parcel has been accepted by DPD/DHL, you can track it at any moment on the DHL & DPD website using the tracking number sent to you by e-mail in confirmation of your order. If you are not at home, a delivery notice will be left by DHL/DPD to reschedule delivery.

Procedure for returns or exchanges

In accordance with national and European legal provisions for consumer protection, you have 14 full days from the date you receive your order to exercise your right of withdrawal without having to provide any justification or pay any penalties. 

For all purchases made in December 22 we are extending our returns period to 30 full days from the date of delivery. 

Please complete the return form attached to your parcel and return it with the items to the address below:

Online Returns
Charli London
N°1 Textile House
Cline Road, Bounds Green N11 2LX,
United Kingdom

We are also now able to accept returns at our two London stores during opening hours.

Refunds and exchanges are sent on a weekly basis back to our Online Returns department, so it may take up to 7 days to process the return.

We are unable to exchange any item purchased online for an item in-store.

Charli, 54 Rosslyn Hill, Hampstead, London NW3 1ND

0207 794 2812

Charli, 102 Muswell Hill Broadway, London N10 3RS

0208 883 9151

My item is faulty or different to the one I ordered

If your item is faulty (i.e. received damaged or manufacturing fault) or different to the one ordered, we can offer alternatives such as repair or exchange. Charli will cover all return costs. For more information, please contact our customer care team at estore@charli.co.uk.

Refund policy

You will be refunded within 5-7 working days maximum after your return has been received and accepted. The refund will be made using the same payment method chosen for the order: you will be re-credited for the amount of the returned items. Delivery charges you may have paid will not be refunded.

No return will be accepted if the item has been worn and washed. The item should be in its original packaging (plastic sleeve) and accompanied by the label on the clothing and the protective film. 

Please note: The cost of any returns or exchanges will be at the customers expense.

Contact customer care services

Our customer care team is available from 9.00 am to 6.00 pm during week days at (+44) 208 440 1321 or estore@charli.co.uk.