Frequently Asked Questions

Access the Returns portal here to initiate your return.

Please request all returns within 14 days of receiving your order. All you need is your order number and email to start your return. The return cost of £3.99 will be deducted from your final refund amount.

If you're having any issues with your return request, please contact our Customer Care team at estore@charli.co.uk, and we'll be happy to assist you.

For more details, view our full Returns, Refunds & Exchanges Policy here.

Access the Returns portal here to initiate your return.

Please request all returns within 14 days of receiving your order. All you need is your order number and email to start your return. The return cost of will be deducted from your final refund amount, the cost will be shown in the Returns Portal.

If you're having any issues with your return request, please contact our Customer Care team at estore@charli.co.uk, and we'll be happy to assist you.

For more details, view our full Returns, Refunds & Exchanges Policy here.

All returns and exchanges should be requested within 14 days from delivery.

You will be refunded within 5-7 working days after your return has been received and accepted. The refund will be made using the same payment method chosen for the order and you will be credited for the amount of the returned items

For International returns: UPS Access Point locations are a convenient option for returning your items. These locations are shops that offer drop-off services. You can find your nearest location here.

You can view our full return/refund/exchange policy here.

• If you are based in the UK, you can exchange for a different item or the same item with a different size, the exchange is free of cost.
  
• Unfortunately, we are unable to exchange items for international orders at the moment.
• We are unable to exchange any item purchased online for an item in-store.

Please apply for an exchange on our Returns portal here.

Yes, we ship worldwide. Shipping fees vary depending on your location, and delivery times may differ. Feel free to check our shipping policy here.

European Shipping (EU): From €14.95

International Connect Plus | Fedex Tracked (Up to 5 business days)

No duties or taxes to pay. 

Canada: From $29.99

International Connect Plus | Fedex Tracked (Up to 5 business days)

Please note: Local sales tax and duties are applicable and will be charged prior to delivery

United States of America: From $13.95

International Connect Plus | Fedex Tracked (Up to 5 business days)

No duties or taxes to pay. 

United Arab of Emirates & Saudi Arabia: From £30.00

International Connect Plus | Fedex Tracked (Up to 5 business days)

No duties or taxes to pay. 

International Shipping - Outside EU: From £30.00

Standard International Shipping/Rest of World: 

International Connect Plus | Fedex Tracked (Up to 5 business days)

Please note: Local sales tax and duties are applicable and will be charged prior to delivery

UK Shipping

Including Northern Ireland, Guernsey, Jersey, Isle of Man, Scottish Highlands, Scottish Islands

Royal Mail Tracked 48 - 2 to 4 business days

Royal Mail 24 Tracked Service - 1 to 2 Business Days

UPS UK Tracked Delivery - Next Business Day (for orders placed before 12:00pm)

European Shipping (EU)

Tracked Shipping to the EU - 3 - 5 working days

International Shipping - United States and Canada

Canada: 3 to 5 business days

United States of America: 3 to 5 business day

International Shipping - Outside EU

Standard International Shipping/Rest of World: 5 to 10 business days.

United Arab of Emirates & Saudi Arabia: 5 to 10 business days.

Please check our Delivery page here for further information

You will receive an email once your order has been dispatched, including a tracking number. You can use this number to check your delivery status on the courier’s website.

If you wish to cancel or modify your order, please send an email as soon as possible to estore@charli.co.uk. We will try to accommodate your request, but once an order has been submitted we cannot guarantee the purchase can be cancelled or modified.
If your order has already been dispatched, we’re unfortunately unable to cancel it. You can still return the order to us once it arrives by following our standard returns process. Please note: if the order is refused at delivery and returned to our depot, a £3.99 fee will be deducted from your refund to cover the return shipping costs.

European Shipping (EU):

No duties or taxes to pay. 

United States of America:

No duties or taxes to pay. 

United Arab of Emirates & Saudi Arabia:

No duties or taxes to pay. 

Canada: 

Local sales tax and duties are applicable and will be charged prior to delivery

Please note: If customs, taxes or delivery is refused, the amount charged by your local authority to Charli will be deducted from your refund.

International Shipping - Outside EU:

Local sales tax and duties are applicable and will be charged prior to delivery

Please note: If customs, taxes or delivery is refused, the amount charged by your local authority to Charli will be deducted from your refund.

A pre-order lets you purchase an item when it is in production. We’ll reserve it for you and dispatch it once it arrives, on the date shown on the product page.

• When will my pre-order be shipped?

Each pre-order item has an estimated dispatch date on its product page. We’ll ship your order as soon as the item is ready.

• Can I order in-stock items and pre-order items together?

Yes, but please note: if you place them in the same order, everything will ship together once the pre-order item is ready.

If you’d like in-stock items sent right away, please place separate orders.

• Can I cancel my pre-order?

Unfortunately, pre-orders cannot be cancelled. As soon as your order is placed, it’s automatically confirmed and sent to production, especially for you.

• What if I change my mind after ordering?

If you no longer wish to keep the item, you’re welcome to return it once you receive it, following our standard returns policy.

• Can I change the size, colour, or shipping address after ordering?

We’ll do our best if you contact us quickly, but changes aren’t guaranteed because production begins soon after your order is confirmed.

• Will I get updates about my pre-order?

Absolutely! We’ll email you with any important updates, and once your order is dispatched, we'll send you a tracking number via email.