Returns & Exchanges
RETURN POLICY
If you cancel before your order is dispatched, your payment will be refunded and the items will not be delivered.
We offer refunds or exchanges on orders within 30 days of the date of delivery. In order to receive a refund or exchange, the item(s) must be unworn and in perfect condition, with all garment tags still attached and in their original packaging. Refunds will be made via the original payment method.
Please try items on with care. If you decide to return something, please ensure that it is in perfect condition, with all tags still attached. This means that is must be clean (no deodorant or fragrances), unworn and unwashed. Items returned to us in a non-sellable condition, will not be refunded and will be sent back to you.
HOW DO I RETURN AN ITEM?
UK Customer Returns
UK customers can create a return using this link. £3.50 will be deducted from your refund when using this service. Charlotte Muse order number and delivery postcode are required. Please obtain proof of postage as we do not accept responsibility for parcels lost in transit.
Please note returns can take up to 14 days to reach us and be processed.
When returning an order outside of our return service, please contact us in advance with the order number. We recommend sending all packages via recorded delivery as we do not accept any liability for packages lost in transit.
If using any other postal service to return, customer must cover the cost of the postage. Please obtain proof of postage as we do not accept responsibility for parcels lost in transit.
Please complete the returns form which was included in your delivery and include it with the return.
Returns outside of UK
Orders returned from outside of the UK must be shipped at customer expense. When returning an order, please obtain proof of postage as we do not accept responsibility for parcels lost in transit. To return an item please complete the returns form included in your delivery and send your item back to our office:
Returns Address:
Charlotte Muse, Unit 13, Gunnels Wood Park, Gunnels Wood Road, Stevenage SG1 2BH
We are not able to offer exchanges on orders outside of the UK. All returns will be refunded once received. Please place a new order if you require a new size.
Please note returns can take up to 28 days to reach us and be processed outside of the UK.
HOW LONG DOES IT TAKE FOR A REFUND TO BE ISSUED?
The refund will be processed as soon as we receive your package and we will then email you to confirm it’s arrival. Please allow 10-14 working days for your refund to be received.
ARE DELIVERY CHARGES AND RETURN COSTS REFUNDABLE?
Delivery charges are non-refundable. Return costs are valid only on the occasion of a faulty item being delivered.
HOW DO YOU EXCHANGE AN ITEM WITH CHARLOTTE MUSE?
In order to exchange an item, please contact us to request the new item you wish to exchange for. Return the original item using the return instructions provided in your order. Requested item will be shipped once returned item has been received. Please note that exchanges are subject to merchandise availability. We will inform you if we are unable to fulfil your order. There are no additional charges on first exchange on UK orders. Returns outside UK will be refunded. Customers will need to place a new order as exchanges are not available outside of UK.
WHEN WILL I KNOW MY REFUND HAS BEEN PROCESSED?
You will receive an email notifying you that your refund has been processed. If your refund has not been processed please do not hesitate to contact us at info@charlottemuse.co.uk.