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.

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 full details & images where necessary. 
• 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. For International returns we ask you kindly return your order via a track-able means.
• 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 three attempts to successfully pick up the goods, after which the clients will bare all cost and the goods remain the clients’ full responsibility until successfully accepted at our warehouse.
• 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 & INTERNATIONAL RETURNS:

• Returns can be arranged via the following link below:
• http://www.inilex.co.uk/returns.php

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 if an exchange in size is possible.

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.
T: 01444 237132

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.