Returns and Refund Policy
Last updated: Today
At Charlotte & Co., we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds, and our 30-day money-back guarantee work.
This policy applies to purchases made through charlotte-and-co.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee.
If you are not happy with your order or something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty, or incorrect
- Any details that help us understand how we can assist you
Our team will review your request and reply with the next steps.
Return approval
Please do not send any items back before contacting us.
All returns must first be approved by Charlotte & Co. by email.
If your return is approved, we will provide the return instructions and the correct return address.
In some cases, returns may need to be sent directly to our supplier, which may be located outside Canada, including in China.
Return shipping costs
For change-of-mind returns, size changes, or items that are no longer wanted, the customer is responsible for the return shipping costs.
If the approved return address is with our supplier in China or another country, the customer is responsible for arranging and paying for return shipping to that address.
We recommend using a tracked shipping service. Charlotte & Co. cannot confirm or complete a return until the returned parcel has been received by the supplier or designated return location.
Tracking required for returns
For an approved return, the customer must provide valid return tracking details.
A refund can only be processed after the returned item has been received and inspected by the supplier or designated return location.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to process the refund.
Condition of returned items
To be eligible for a return, the item should be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with its original tags and packaging where possible
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks, or alterations may not be accepted.
Items that may not be eligible for return
Some items may not be eligible for change-of-mind returns, including:
- Gift cards
- Final-sale items, where clearly stated
- Personal-care or hygiene-related items
- Items that have been worn, washed, or used
- Items returned without prior approval
This does not limit any rights you may have under applicable Canadian consumer protection laws.
Faulty, damaged, or incorrect items
If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photos of the item and its packaging.
We will review the issue and work with you on a suitable solution.
Your rights under applicable Canadian consumer protection laws are not excluded or limited by this policy.
Canadian consumer protection rights
Nothing in this policy limits any mandatory rights or remedies you may have under applicable federal, provincial, or territorial consumer protection laws in Canada.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund, cancellation, or another appropriate remedy if a product is defective, unsafe, materially different from its description, or otherwise fails to meet applicable legal requirements.
Refund processing
Once your return has been received and inspected, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow additional time for your bank, card issuer, or payment provider to process and display the refund.
Original shipping costs and return shipping costs are generally non-refundable unless required by applicable law or otherwise confirmed by us in writing.
Exchanges
We may offer an exchange or another suitable solution depending on the circumstances and product availability.
Please contact us at:
We will review your request and let you know which options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible. You may need to follow the return procedure after receiving your order.
Contact us
For questions about a return, refund, exchange, cancellation, or order, please contact us at: