Shipping & Returns | Charlotte & Tess

SHIPPING

Complementary shipping on all orders over £299

Standard 3-5 Working Days £5.95

Express Shipping 1-2 Working Days £9.95

Ireland

Complementary shipping on orders over £299

Standard 3-5 Working Days £6.95

Express Delivery 1-2 Working Days £9.95

INTERNATIONAL DELIVERY

Standard 7-10 Working Days £12.00

We aim to have your parcel delivered within 7-10 working days.

This may vary during busy times and official holidays. Please note U.K. postal strikes may also affect shipping times.

RETURNS

Our RETURNS EMAIL ADDRESS is charlotteandtess20@gmail.com.

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 within 14 days of receiving your purchase. Unfortunately outlet and sale purchases may not be returned they are sold on an exchange only basis.

Once you have received your returns approval email you have 14days to return your purchase.

We recommend that you use a tracked service to return your order.

*Please note that the order is the customers responsibility whilst in transit.

To make a return please submit your returns request below.

RETURN POLICY

To be eligible for a return you must return your item within14 days of receiving your order. All items must be returned in their original condition, unused and in perfect condition. Evidence of make-up/tan deems the product used and ineligible for a refund. We reserve the right to refuse a refund for items returned that are not in a re-saleable condition. Please note, that if there is any issue with your product on arrival to you we kindly ask that you notify us of this upon receipt so that we can resolve the issue for you immediately. A refund for all items included will only be made to the method used to pay.

SENDING BACK YOUR RETURN:

Once we have emailed you a 'Return Approval', you have a further 14 days to send your qualifying items back to us*.

Please package these securely -in original packaging, where possible.

Buyer is responsible for return postage -we advise the use of a tracked service.

The responsibility of the return falls on you the buyer until it reaches us.

Once we have received your return the item will be inspected by our fulfilment team. We aim to process your refund as soon as possible, however this may take up to 3-5 working days once the refund has been processed it may take several business days to reflect on your account.

*Returns Approvals are automatically cancelled after a 14 day period if items have not been received at our warehouse. The buyer will then be responsible for the return postage for the item to be sent back.

If you wish to contact us please use the following email Charlotteandtess20@gmail.com we aim to respond within 48 hours.

RETURN ADDRESS:

Charlotte & Tess
46 Derryoghill Road
Moy
County Tyrone
BT71 7JJ

FAQs

Can I cancel my order?

You have 14 days from your order date to cancel your order with us. Please do so in writing to info@charlotteandtess.com. In the instance of a cancellation of an order that has already been shipped, please visit our returns centre above and apply for a refund. Please note the buyer is responsible for return postage of a cancelled item which has already shipped.

Can I cancel my pre-order?

Pre-orders must be cancelled within 2 hours of placing the order as these items are made to order soon after receiving your request. Our pre-orders work on a fast turnaround ensuring you receive your goods in a timely manner. We have access to orders 24 hours a day and arrange pre-orders as a priority when they are placed. Cancellation requests on pre orders outside of the 2 hour window will only qualify for store credit.

What if an item is faulty?

Our items are quality checked, and each item is inspected carefully by our team on selecting and again during packing. On the rare occasion you should discover a fault we ask this is reported to us within 7 days of receipt. Faults discovered after14 days but within 3 months will be repaired or replaced.

Where is my refund?

We try our best to process your return ASAP, however on busy periods it may take up to 14 days for your return to be processed in full. On receipt of your approved return, you will receive an automated email containing the details of your refund -please be aware that it can take your bank a further 2-10 days for funds to appear back in your account depending on the card/payment issuer.