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Refund policy

RETURNS POLICY

We really hope that you are happy with your purchase from Charlotte & Tess. However, if you wish to make a return, you must do so strictly within 14 days of receiving your purchase.
Please note that outlet and sale purchases are exchange only and cannot be refunded.

To request a return, please submit your return request via the link below:

👉 Click here to request a return

Once your return request has been approved, you will have 14 days to return your item(s) to us.

We recommend that you use a tracked service to return your order.
Please note that the order is the customer's responsibility while in transit.

If you have any issues with your order, or wish to contact us, please reach out using hello@charlotteandtess.com


RETURN POLICY – FULL TERMS

To be eligible for a return:

  • Your item must be returned within 14 days of receiving your order.
  • Items must be returned in original condition, unused, and in perfect resaleable condition.
  • Items showing signs of use (e.g. make-up or tan marks) will not be accepted for refund.
  • If your item arrives damaged or there is an issue, please notify us immediately upon receipt.

Refunds will only be issued to the original payment method.


MADE TO ORDER - FULL TERMS 

Our made-to-order pieces are handcrafted specifically for each customer and are created especially for your order. As these items are bespoke, we are unable to accept returns, exchanges, or cancellations once production has begun. Please ensure you carefully review your order, including sizing and product details, before placing your order.

This does not affect your statutory rights. If your made-to-order item arrives faulty, damaged, or not as described, please contact us as soon as possible so we can resolve the issue.

 

SENDING BACK YOUR RETURN

  • Once your return has been approved via the portal, you will have a further 14 days to send your item(s) back.
  • Please package securely – original packaging where possible.
  • You must include your order number and full name inside the package, so we can identify your return.
  • Buyer is responsible for return postage – tracked shipping is strongly advised.
  • The item remains your responsibility until it reaches us.

Once we receive your return, it will be inspected by our fulfilment team.
Refunds are usually processed within 3–5 working days of receiving the return. Please allow additional time for the refund to appear on your account.

Return approvals are automatically cancelled after 14 days if your return has not been received.


RETURN ADDRESS:

Charlotte & Tess
The Frame House
Linen Green Moygashel
County Tyrone
BT71 7HB


Need help?
Email us at charlotteandtess20@gmail.com – we aim to respond within 48 hours.

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