Refund policy

Important Information:

We want you to be completely satisfied with your purchase. If this is not the case, you will find information about our return, refund, and exchange process below.

Return period: 30 days from delivery date
Restocking fee: None
Refund processing time: Up to 7 days
Return shipping costs: Paid by the customer

Start a Return

You have 30 days from the delivery date to return products without providing a reason. Returns will not be accepted if more than 30 days have passed since the delivery date.

To start the return process, please contact us at support@charliechloe.com. Please make sure that the products are unused, unwashed, and in their original packaging with all tags attached. Then carefully package them and return them using a reliable shipping provider.

Please note that return shipping costs are borne by the customer.

If the return is due to reasons attributable to the customer, the customer is responsible for the return shipping costs. The exact cost depends on the selected shipping provider.

If the reason for the return is due to an error on our part (damaged or incorrect items), the customer will not be charged return shipping costs.

Return Process

Please contact us first: Send an email to support@charliechloe.com with your order number and the reason for the return. Returns without prior authorization will not be accepted.
Follow instructions: After approval of the return, you will receive detailed instructions for sending the item back.
Pack the product securely: Make sure the product is securely packaged for transport.
Return shipping costs: Paid by the customer

Refunds

Once the return has been received, the product will be inspected. After the refund is approved, the refund will be issued to the original payment method. This process can take up to 7 days. No restocking fees are charged.

Exchanges

Would you like to exchange an item? No problem. Contact us at support@charliechloe.com and let us know which item you would like to receive instead. We will guide you through the exchange process.

Order Cancellation

If you wish to cancel your order, please contact us within 2 hours of placing the order at support@charliechloe.com. After 2 hours, cancellation is no longer possible. In this case, you may return the item after receiving it in accordance with our return policy.

Damaged or Incorrect Products

If you have received a damaged or incorrect product, we will be happy to assist you. Please take a photo of the issue and send it to support@charliechloe.com.

We will ensure that you receive the correct item or a replacement.

Customer Support Hours:
Monday – Friday: 10:00 AM – 7:00 PM

Email: support@charliechloe.com
Phone: +420 538 880 706

Charliechloe is operated by SKO Ecom s.r.o., a company registered in the Czech Republic.

Company number: 17544092

Address:
Stromského 1338/9
716 00 Ostrava