Terms of service

1. Refund & Return Policy

At Charlotte & Wren, we want you to love every piece you order.

If you’re not fully satisfied, you may request a return within 14 days of receiving your order.

To be eligible:

  • The item must be unused, unworn, and in its original packaging.

  • Returns must be approved by our team before being sent back.

Once your return is received and inspected, a confirmation email will be sent to you.

Approved refunds will be processed to your original payment method.

⚠️ Please note:

  • Return shipping costs are the customer’s responsibility.

  • For hygiene reasons, earrings and intimate items are non-refundable.

  • Sale or discounted items are eligible for store credit only, unless faulty.

📩 To initiate a return, please contact us at info@charlotte-wren.com with your order number and reason for return.

2. Shipping Policy

We ship worldwide with trusted carriers.


Processing Time: 1–3 business days

Delivery Time (UK & EU): 5–10 business days

International Orders: 10–15 business days

All orders are trackable once shipped.

Please ensure that your delivery details are correct before placing your order — we cannot reroute parcels once they are dispatched.

In rare cases of customs delays or postal disruptions, we kindly ask for your patience and understanding.

 

3. Cancellation Policy

Orders can be cancelled within 12 hours after purchase.

After this period, your order may already be processed or shipped and therefore cannot be cancelled.


If your order has already been dispatched, please refer to our Return Policy above.

To request a cancellation, email info@charlotte-wren.com with “Order Cancellation” and your order number in the subject line.

4. Damaged or Incorrect Items

We carefully check each item before dispatch, but in the unlikely event that your item arrives damaged or incorrect, please contact us within 48 hours of delivery.

Include:

  • A clear photo of the issue

  • Your order number

  • A short description of the problem

We’ll prioritise a replacement or refund based on your preference.

📩 info@charlotte-wren.com

5. Privacy Policy

Your privacy matters to us.

All personal information collected through Charlotte & Wren is used solely for order processing, customer communication, and legal compliance.

We will never sell or share your information with third parties.

All payments are processed securely through encrypted payment gateways.

For further details or data access requests, contact info@charlotte-wren.com.

 

6. Terms of Service

By placing an order on Charlotte & Wren, you agree to:

  • Provide accurate delivery and contact details.

  • Accept that handmade or boutique items may show minor variations in colour or finish.

  • Understand that Charlotte & Wren is not responsible for delays caused by customs or courier services.

We reserve the right to update these policies at any time to improve customer experience and legal compliance.