Terms & Conditions

CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS 2000

  • You must notify customer care in writing of your wish to cancel the contract for your entire order under the DSRs within seven working days of receiving your items.
  • Email customerservice@charlotteolympia.com or write to us at Charlotte Olympia, 56 Maddox Street, London, W10 5BN.
  • On receipt of your notice of contract cancellation, Customer Service will email you with confirmation that the return is authorized.
  • Please note that you must cover the cost of the return shipment and insure the goods as our free collection service does not apply to orders cancelled under the Distance Selling Regulations.
  • All items must be returned unused, in their original condition and from the country that the order was delivered to.
  • If we do not receive the cancelled order, we will arrange to have it collected from you at your cost
  • Your refund will be credited to the original purchaser’s payment type and will include shipping costs for faulty items or for orders cancelled under the DSRs only.
  • If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, custom duties and sales taxes are non-refundable through charlotteolympia.com. However, you may be able to recover these by contacting your local customs bureau directly.
  • Please note card refunds may take up to 10 business days for your bank to complete, depending on the processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Return address:
Charlotte Olympia Returns Department
Argyle House
1 Dee Road
Richmond-upon-Thames
TW9 2JN
United Kingdom
+44 (0) 845 319 0888

Purchasing & Payment:
Charlotteolympia.com excepts payments through the following methods: VISA, Mastercard, American Express, Maestro, Visa Debit and Visa Electron.


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.

 

FAULTY GOODS
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within three months of purchase. Please note that all items that are damaged as result of wear and tear are not considered to be faulty.
For all faulty items outside our Returns policy please contact customerservice@charlotteolympia.com.
Once returned and authorized as faulty, any shipping costs will be refunded.

COLOURS
We have made every effort to display as accurately as possible the colours of our products that appear on charlotteolympia.com. However, as computer monitors may vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
All shoes are handmade in Italy using the finest materials. Please note that natural leathers and textiles are not flawless.
Please note that the service offered on charlotteolympia.com may differ from the service in our Charlotte Olympia boutique.