Refund Policy
All returns and exchanges must be made within 14 days from delivery.
You will be refunded within 5-7 working days after your return has been received and accepted. Please note that refunds may take longer to process during peak periods. 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. Delivery charges, where applicable, 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.
For additional details, please see our Returns section in the FAQ below.
Need help?
Frequently Asked Questions
If you are based in the United Kingdom, you are now able to use our new self-service Easy Returns Portal and following the steps.
A return label will be automatically generated, and the order must be returned within the refund/exchange window. All you need is your order number and email address to start your return. The return cost of £3.99 will be deducted from your final refund amount. Exchanges and Faulty items are returned free of charge.
We are also now able to accept returns at our London store during opening hours.
Refunds and exchanges are processed on a weekly basis at our Online Returns department. 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, 102 Muswell Hill Broadway, London N10 3RS - 0208 883 9151
It is really easy to return your order to us. You are now able to use our new self-service Returns Portal and following the steps. A return label will be automatically generated, and the order must be returned within the refund/exchange window. All you need is your order number and email address to start your return.
The return cost will be shown at the checkout, and it depends on where you are based; the cost will be deducted from your final refund amount.
You can print the label and drop off your parcel at your nearest pickup shop location. 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.
Please note that we are unable to offer exchanges for international orders.
If you're having any issues with your return request, please contact our Customer Care team at
mailto: estore@charli.co.uk, and we'll be happy to assist you.
We are able to offer store credit for your gift item. Please use the Returns Portal and follow instructions, you will receive a returns label via email and once your item is received at the warehouse you will be emailed your store credit voucher code details. If there are anything else we can assist you, please email our customer services team at estore@charli.co.uk
If you have received the wrong item, or if it is faulty or damaged, we’re really sorry! If based in the UK, use the Returns portal and let us know if it is damaged/wrong item was received and whether you would like an exchange or refund. If it is damaged we will ask you to upload a photo, then please wait for a member of our customer services team to approve the request and then email a return label. If you are based in the EU/International country and your item is faulty (i.e. received damaged or manufacturing fault) or different to the one ordered. Please apply your request on the returns portal for a refund. If you would like a replacement, please contact our customer care team at: estore@charli.co.uk
Our customer care team is available from 9am to 5pm, Mon – Fri on: +44 (0)203 576 5419 or estore@charli.co.uk
Shipped by us from London
Free tracked UK shipping
Quick customer service and easy returns