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from Monday to Friday
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    Here is a list of the most frequently asked questions.
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    Please read our Privacy and Return Policy carefully
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Returns and Refunds


We have made every effort to display as accurately as possible the colors of our products that appear on the Charlotte Olympia Online Store. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.

All items are quality controlled and checked for any faults before they are dispatched to customers.

Should you receive an item that is not in perfect condition please contact us immediately.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.


If you received defective products purchased online, you have the right to ask for a repair, a full or partial refund or a coupon for a future order, in accordance with the UK’s Sale of Goods Act 1979. Please email with images of the defective item.

Products are ‘defective’ if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products sold must correspond to their description and be of satisfactory quality.

Special points to note: If your purchased products become faulty within 6 months of your receiving them, then the law will treat them as having been faulty when you received them. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you ask for a refund, we may be entitled to offer a gesture of goodwill in the form of a coupon rather than a replacement or a refund. We regret to inform you that we do not offer exchanges If you ask for a repair, we will do so only where possible and not disproportionate


If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection Distance Selling Regulations 2000 (DSRs). Alternatively, you may prefer to return items using our free returns collection service.


We kindly remind you that if for any reason you are not satisfied with the products purchased on our website, you may request a free return within 15 days from delivery of the items, following these simple steps:

1. Access the “Return Authorization” section on the website by clicking here, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order. Complete the online form with the information requested, including: the details of each item, the quantity of items that you would like to return and the reason for the return.

2. Attach the adhesive label received in the original package, which includes our return shipping address, to the outside of box. If the a shipping label is needed, please contact our Customer Service.

3. Inside of the parcel you also received a Return Proforma Invoice; please fill in, sign a copy and put it inside of the box. If you need a copy of the Return Proforma Invoice, you can download an empty copy here. If you are returning your package from outside the European Union, you will need to complete 4 copies. These documents are necessary for Customs clearance and have to be handed to the courier. Call the courier to schedule the collection of the parcel.


Please click here for information on how to read your pre-paid label.

UPS: You can contact UPS via telephone by calling the UPS centre dedicated to your country at the following link. Alternatively you can make your return through the website or by going to one of our UPS access points, which can be found at this link.

DHL: You can contact DHL via telephone by calling the DHL centre dedicated to your country. Alternatively you can book the collection through the website.

FEDEX: You can contact FedEx via telephone by calling the FedEx Customer Care 199.151.119. Alternatively you can book the collection through the website.

DHL Paket: You can contact DHL Paket via mail using this address (24h before collection). Alternatively you can book the collection through the website or you can take your package to the nearest DP shop.

OTHER COURIERS: You may select the courier of your preference, however, in this case the return shipping costs will be at your expense and will not be reimbursed. Please keep in mind that choosing to use your own courier can slow down the return process and the resulting refund.


  • The Level Group Srl
  • Charlotte Olympia Online Store
  • C/o Geodis - Block I2
  • Via Dogana Po, 2/A
  • 29015 Castel San Giovanni (PC)
  • Italy

You will be notified by email once your return has been received and processed.

If you wish to follow the progress of your return, simply Login anytime, visit the Orders section in your 'My Account' and type in the aforementioned Return Authorization Number.

Customers from outside the EU should fill in 5 copies of the Returns Proforma invoice with item descriptions and unit values. These forms are necessary for Customs clearance and will have to be handed into UPS. You will find an empty copy inside your package or you can simply download an empty copy here.


If you are based in the EU under the Consumer Protection Distance Selling Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 14 (fourteen) working days of receipt.

You must notify Customer Service in writing of your wish to cancel the contract for your entire order under the DSRs within 14 (fourteen) working days of receiving your items. please contact us by visiting our Customer Service area or write to us at:

  • The Level Group s.r.l.
  • Piazza Arcole 4
  • 20143, Milan
  • Italy

On receipt of your notice of contract cancellation, Customer Service will email you a Return Authorization Number (RAN) number. Please complete this on the Returns Proforma Invoice that you received with your order, and include it with your return so we can process your refund promptly. In the case you have lost the Return Proforma Invoice, download it using the link you find on the Return Authorization email you received from our Customer Service or download it here.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us, and that you retain proof of sending, in case of a dispute.

Please note that you must cover the cost of the return shipment, 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. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note that you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 14 (fourteen) working days of receiving the order, as described above.


We cannot accommodate exchanges at this time.

Send your return from the same Country in which you’ve placed your order. We will not be able to accept returns from different Countries.

Returns which do not respect the conditions above or with missing or incomplete Customs documentation will be refused and returned to the Shipper.

Your return package will be accepted within 14 working days from the delivery date at our warehouse.


After our warehouse has received your return and verified that all of the conditions have been met, you will be refund within 30 days.

Your refund will be credited to the original purchaser's credit card or on the bank account you provided (in case you selected C.O.D. payment) and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded for items returned using our free collection service.

If your order has been sent to a destination within the EU, all sales taxes (VAT) will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through the Charlotte Olympia Online Store. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note credit 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.