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 times and method
Including Northern Ireland, Guernsey, Jersey, Isle of Man, Scottish Highlands, Scottish Islands
Standard Shipping - Royal Mail Tracked 48 (2 - 3 working days): £3.95
DPD UK Next Day – Premium Tracked Service (order before 2.00pm Monday-Thursday) : £5.95
DPD Saturday Guaranteed Delivery – (order before 2pm Friday) : £12.95
UK Orders of £130 or over are dispatched for free on a premium DPD Next Day.
For orders qualifying for free shipping to non UK mainland and Northern Ireland, Royal Mail Tracked 24 will be automatically selected.
International Shipping - European Union
Flat Rate Tracked Shipping to the EU (3 - 5 working days): £12.00
The price shown is inclusive of all charges including duties and taxes. Orders are shipped via Royal Mail and a their nominated local courier/post partners.
This includes; Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden
International Shipping - Outside EU
Canada: £20.00 via UPS Tracked International
United States: £18.00 via UPS Tracked International
Australia: £30.00 via UPS Tracked International
United Arab of Emirates & Saudi Arabia: £60.00 via UPS Tracked International
Standard International Shipping/Rest of World: £30.00
Tracking your order
Once your parcel has been accepted by DPD/DHL/UPS or Royal Mail, you can track it at any moment on the DHL, DPD, UPS or Royal Mail websites 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/UPS/Royal Mail 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.
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,
We are also now able to accept returns at our London store 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, 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 email@example.com.
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 firstname.lastname@example.org.