Delivery & Returns

Deliveries are made between 8AM – 6PM and will require a signature to ensure safe and secure delivery. Delivery times apply to orders placed BEFORE 4PM that day.

* Some areas in Scotland & Ireland will experience 2 days delivery time. Please contact customer service prior to ordering if you have any queries.

Missed 1st deliveries receive a calling card for the receiver's attention detailing clear instructions of how to arrange a re-delivery. Please contact customerservice@charlotteolympia.com should you have any queries or do not receive a calling card.

GIFT WRAP

If you are buying a gift, simply check the gift wrap option when adding product to your bag. Your order will arrive beautifully packaged in Charlotte Olympia wrapping paper, as shown below.

Please note gift wrap options will only be available on non-sale items.

For further information simply email Customer Service: customerservice@charlotteolympia.com or T: +44 (0) 207 5614 990 between Monday – Friday 9AM – 6PM GMT.

RETURNS AND EXCHANGES PROCEDURE:
For all returns, exchanges and refunds please follow the below procedure:

• Submit written notification to customerservice@charlotteolympia.com within 7 days of receiving your order.
• Clearly explain why you would like to return your item(s) and if an item is faulty, please provide us with images via email.
• If you would like to exchange the size or style, please inform us of the replacement style name and size.
• To request a refund the original payment method will be used.
• You will receive a confirmation email that your request has been authorised.
• All item(s) must be returned within 7 days of receiving authorisation.

For UK ONLY our customer service team will notify you of the scheduled collection time. Please inform us should you have a desired collection date or address.

• For UK ONLY we will make one attempt to successfully pick up the goods, after which the client will pay £15 per attempt.
• For UK ONLY collection will be from the same address delivered to unless you have nominated another collection address i.e. Work Address.
• Exchange of size(s) or style(s) will be sent to you once your original shoes have been received in their original, re-saleable condition at our warehouse.

UK, EUROPE & INTERNATIONAL RETURNS:

• Returns can be arranged via: customerservice@charlotteolympia.com

EUROPE

For all returns, exchanges and refunds please follow the above procedure:

• For any return in Europe the client will bare all costs and the goods remain the clients’ full responsibility until accepted at our warehouse.
• If an exchange in size is needed, we will offer a £25 collection service and the client will be contacted, prior to sending out the replacement, to process payment for re-shipping. We will notify you of the scheduled pick up date and if an exchange in size is possible.
• We will make one attempt to successfully pick up the goods, after which the client will pay £25 per attempt.

INTERNATIONAL

For all returns, exchanges and refunds please follow the above procedure:

• For any return or exchanges internationally the client will bare all costs and the goods remain the clients' full responsibility until accepted at our warehouse.
• Charlotte Olympia can arrange the collection on behalf of the client. In which case the client will be contacted, prior to sending out the replacement, to process payment for re-shipping. We will notify you of the scheduled pick up date and if an exchange in size is possible.
• We will make one attempt to successfully pick up the goods, after which the client will pay £25 per attempt.

REST OF WORLD

For all returns, exchanges and refunds please follow the above procedure listed in RETURNS AND EXCHANGES PROCEDURE.

INTERNATIONAL DELIVERIES:

Delivery outside the EU may be subject to local import taxes, which are the customer’s responsibility where they apply. If so, the shipping company will either contact you by telephone once your items are in customs to let you know the cost, delaying your delivery time as goods held at customs.

Alternatively the courier service will require payment of import or customs duties upon delivery. It will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don’t choose to pay the import taxes we reserve the right to charge any additional costs incurred by Charlotte Olympia to you.

For all returns & exchanges please address the items to:

Charlotte Olympia Returns Department,
International Logistics Group Ltd, Logistics House,
Charles Avenue,
Burgess Hill,
West Sussex RH15 9TQ.

RETURNS & EXCHANGES:

• Items should be returned new in their original Charlotte Olympia packaging.
• Returns that are damaged, worn or altered will not be accepted and may be sent back to the customer.
• All shoes must be tried on a carpeted surface until you are certain you are keeping them.
• All items returned must be authorized via email from customer service. Unidentified returns may be returned to the sender.

REFUNDS

• Your refund will be credited to the original purchaser's payment type. It will include shipping costs for faulty items or for orders cancelled under the DSR's only. Shipping costs will not be refunded for items returned using our free collection service.
• Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this. Your card will be refunded once the shoes have been returned in their original condition to our warehouse. You will receive a notification email upon your refund.

GIFT CARDS

Charlotte Olympia Virtual Gift Cards are sold subject to the following terms and conditions:

1. Gift Cards are valid for 12 months from date of purchase.
2. Gift Cards can be redeemed against all products on Charlotteolympia.com.
3. Gift Cards are non transferable and may not be returned or redeemed for cash.
4. If your order total is less than the value of the Gift Card, the remaining balance will be credited to your Charlotte Olympia account and will be redeemed against subsequent orders. You may check your Gift Card balance online via your My Account page.
5. If your order exceeds the value of the Gift Card and you have existing credit on your account, this will automatically be redeemed to cover the remaining balance. All remaining balances exceeding the value of your gift credit or store credit must be paid by credit or debit card.
6. If you return products you have purchased using a Gift Card, the remaining balance will be credited to your account as credit and will be redeemed against subsequent orders. You may check your Online Credit balance online via your My Account page.
7. Virtual Gift Cards will be e-mailed to the recipient once the full order has been processed and payment has been taken. A copy will also be sent to the sender as confirmation of dispatch.
8. Charlotte Olympia is not liable for delivery of a Virtual Gift Card to an incorrect or non-existent email address. This is the sole responsibility of the purchaser.
9. Charlotte Olympia is not responsible if a Gift Card is lost, stolen, destroyed or used without permission.
10. Charlotte Olympia reserves the right to cancel a Gift Card if we deem such action necessary.
11. Promotion codes cannot be applied to the purchase of Gift Cards with the exception of free shipping codes which can be applied to Printed Gift Cards orders.
12. Sales tax, import duties and shipping costs are applicable on any products purchased with a Charlotte Olympia Gift Card.

PROMOTIONAL CODES

Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the expiry date.

• Gift cards cannot be returned or exchanged for cash.
• All returned items that were paid for with a gift card will be refunded and a discount code will be generated for future purchases.
• If you return an item paid by both gift card and credit card, you will be refunded on your credit card up to the amount of your initial card payment and the remaining amount will refunded by a discount code.
• To return an item that you have purchased with a gift card, see our returns procedure above.
• For more information, please see our Terms and Conditions.