Returns & Refunds
Unwanted items: Please choose carefully. Our products are handmade especially for you, so we cannot offer refunds for unwanted items.
Parcels damaged in transit: We offer full refunds or replacements for any items that got damaged during transit - it happens! If you believe you are eligible to claim a refund or replacement, please email charlie@charliewashere.com within 14 days and we'll get back to you with the nitty-gritty bits of our returns procedure within 3 working days. Before doing that though, it'd be great if you could take a picture of the damage done to your item(s). Please also make sure you keep the item(s) in the original packaging and have your proof of delivery handy.
Parcels lost in transit: We offer full refunds or replacements for any items that got lost during transit. If you believe your item may have been lost, please email charlie@charliewashere.com as soon as you can. We will process a refund or replacement as soon as the carrier has conducted an investigation and deemed the parcel lost.
Incorrect orders: If you receive an item that is completely different to the one you ordered, let us know immediately and we'll hunt the perpetrator down so we can dock their pay to cover the refund (kidding). As above, if you believe you are eligible to claim a refund or replacement, please email charlie@charliewashere.com within 14 days and we'll get back to you with the details of our returns procedure within 3 working days. Once again, it'd be great if you could take a picture of your item(s). As always, make sure you keep the item(s) in the original packaging and have your proof of delivery handy.
Refunds: Refunds will be credited to your original payment method. Unfortunately, if you no longer have access to that payment method, you will need to contact the bank or agency for that payment method in order to claim the funds after the refund is sent.
Return delivery reimbursement: Provided packaging and shipping receipts (delivery & return) accompany any claim for faulty orders, return delivery cost will be reimbursed if/when the claim is honoured.
Policy restrictions: Our policy lasts 30 days. If you haven't returned your damaged or incorrect item(s) within 30 days of delivery, we may not offer a refund. Similarly, if you haven't notified us your item is missing within 30 days of the estimated delivery date on the tracking advice, we may refuse to honour your claim.
