Shipping & Returns
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.
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 European Union 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 £15.00
Delivery times and methods
The Charli online store uses DHL for delivery. We offer next day delivery in the UK for each order processed before 2.00 pm. Then the average delivery time is approximately 48 hours depending on the country of destination. Deliveries take place from Monday to Friday between 8 am and 7 pm.
Tracking your order
Once your parcel has been accepted by DHL, you can track it at any moment on the DHL 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 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 orders placed December 2017 - our returns period is extended to 30 days
Please complete the return form attached to your parcel and return it with the items to the address below:
N°1 Textile House
Cline Road, Bounds Green N11 2LX,
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 firstname.lastname@example.org.
You will be refunded within 24 hours 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.
Our customer care team is available from 9.00 am to 6.00 pm during week days at (+44) 208 440 1321 or email@example.com.