Return & Refund Policy

Returns, Refunds & Cancellations Policy

At Charlotte Bristol, we want your shopping experience to feel clear, simple and reassuring. Please read our returns, refunds and cancellations policy carefully before placing an order.

This policy does not affect your statutory rights.

1. Return Period

You may request a return within 30 days of delivery, provided the item meets the return conditions listed below.

To begin a return, please contact our customer support team before sending any item back. Returns must be approved first so we can provide the correct return instructions.

2. Return Conditions

To be eligible for a return, the item must be:

  • Unworn, unused and undamaged

  • In its original condition

  • Returned with all original labels, tags and packaging where applicable

  • Requested within the 30-day return period

  • Approved by our customer support team before being sent back

You may try on clothing and footwear for fit, as you would in a shop. However, items that show signs of wear, washing, damage, perfume, make-up marks, stains or other use may not be eligible for a full refund.

If an item has been handled beyond what is necessary to check the fit, style or condition, a reduction in refund value may apply.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible so we can review the issue and help resolve it.

Please include:

  • Your order number

  • Clear photos of the item

  • Clear photos of the packaging, if relevant

  • A short description of the issue

Once reviewed, we may offer a replacement, refund, partial refund or another suitable solution depending on the circumstances.

Please do not return a damaged, faulty or incorrect item before contacting us, as this may delay the resolution.

4. Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns for certain items unless they are faulty. This may include:

  • Underwear

  • Shapewear

  • Swimwear where the hygiene seal has been removed

  • Earrings or pierced jewellery

  • Personalised or custom-made items

  • Items damaged through misuse, washing or improper care

If a product has specific return restrictions, these will be considered as part of the return review.

5. Return Shipping

Customers are responsible for the cost of return shipping unless the item received was faulty, damaged or incorrect.

We recommend using a tracked shipping service and keeping proof of postage until your return has been received and processed.

Charlotte Bristol is not responsible for return parcels that are lost, delayed or sent to the wrong address.

6. Return Address

Returns must only be sent to the return address provided by our customer support team after your return request has been approved.

Please do not send returns to our business address unless we specifically instruct you to do so. Returns sent to an unapproved address may not be processed.

7. How to Start a Return

To request a return, please contact us at info@charlottebristol.com with:

  • Your order number

  • The item or items you wish to return

  • The reason for your return

  • Your full name and delivery address

  • Photos, if the item is damaged, faulty or incorrect

Our customer support team will review your request and provide the next steps.

8. Order Cancellations

If you would like to cancel your order, please contact us as soon as possible after placing it.

We will do our best to help, but once an order has been fulfilled, dispatched or handed over for processing, it can no longer be cancelled.

If your order has already been fulfilled, you may request a return after delivery in accordance with this policy.

Charlotte Bristol does not charge cancellation fees.

9. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be issued to the original payment method used at checkout within 10 business days. Please allow time for your bank or payment provider to process the refund after it has been issued.

We aim to process approved refunds as quickly as possible and in line with applicable consumer regulations.

Original delivery costs, where applicable, may not be refundable unless required by law or unless the item was faulty, damaged or incorrect.

10. Discounts and Promotional Offers

If your order included a discount, bundle offer or promotional saving and you return part of the order, your refund may be recalculated based on the items you keep.

For example, if returning an item means the order no longer qualifies for a bundle discount, the refund may be adjusted to reflect the final qualifying order value.

11. Failed Delivery or Incorrect Address

Please make sure your delivery details are correct before completing your order.

If a parcel cannot be delivered due to an incomplete or incorrect address provided at checkout, or if a parcel is refused or left unclaimed, please contact us so we can review the situation.

Where possible, we may help arrange a redelivery or another suitable solution once the parcel status has been confirmed.

12. Exchanges

We may be able to assist with an exchange depending on stock availability and the condition of the returned item.

If you need a different size, colour or style, please contact us and our customer support team will advise on the available options.

13. Policy Updates

Charlotte Bristol may update this policy from time to time. Any changes will apply from the date the updated policy is published on our website.

14. Contact Information

If you have any questions about returns, refunds or cancellations, our customer support team will be happy to help.

Email: info@charlottebristol.com
Phone: +31630474943

Business Information

Store name: Charlotte Bristol
Company name: NeoCommerce
Company number: 98278630
Business address: De Bunders 4, 5427HD Boekel, NB, The Netherlands