Return and Refund Policy

If you would like to return an order, contact Charbie Chloe within 30 days after delivery. The information below explains how to request a return, where it goes and when an approved refund is issued.

Returns at a glance

• Return request window: 30 days from delivery.
• Condition for a change-of-mind return: Unused, with the original packaging, labels and included accessories.
• Inspection: Within 3 business days after we receive the returned item.
• Approved refund: Issued within 7 calendar days after approval, to the original payment method.
• Restocking fee: None.
• Return shipping: Paid by the customer for a change-of-mind return. If the return is due to an error on our part, we cover the return shipping cost.

Which items can be returned?

For a change-of-mind return, send your request within 30 days of receiving the order. The item must be unused and include its original packaging, labels and supplied accessories. It is the date you contact us to request the return that must fall within this window.

Requests outside that window, or items that do not meet these change-of-mind conditions, are not eligible under our voluntary return policy. If we cannot accept a return, we will explain the reason.

The 30-day window and unused-condition requirements do not limit any rights you have for faulty, damaged or incorrectly supplied goods. Please contact us if there is a problem with your order, even if you have opened or used the item to discover it.

How to request a return

1. Contact us. Email info@charbiechloe.com or use our contact form. Include your order number, the item you wish to return and the reason for your request.
2. Wait for the return instructions. We will confirm the correct return address and the next steps for your order. Please contact us before sending an item so it reaches the correct destination.
3. Pack the item securely. Include the packaging and accessories required for your return and follow the instructions provided.
4. Send the return. For a change-of-mind return, you arrange and pay for return shipping. Keep your shipping receipt and any tracking details. If the return is due to an error on our part, contact us for instructions before paying to send it back.

Return destination and costs

We provide the return address and instructions by email after you contact us to arrange your return. Please use the address in those instructions rather than assuming that the business address shown on this website is the return destination.

For a change-of-mind return, check the shipping for the destination provided before sending your package.

There are no restocking fees. The customer-paid shipping rule for change-of-mind returns does not remove any rights that apply to faulty, damaged or incorrectly supplied goods.

Inspection and refunds

We inspect your return within 3 business days of receiving it. Business days are Monday–Friday. We will email you the result of the inspection and confirm whether your refund has been approved.

For an approved return, we issue the refund to the original payment method within 7 calendar days after approval. No restocking fee is deducted. Your bank or payment provider may take additional time to display the credit after we issue it.

If you need an update, contact us with your order number. We can confirm whether your return has arrived, whether the inspection is complete and whether the refund has been issued.

Damaged, defective or incorrect items

If your order is damaged, defective or different from what you ordered, email info@charbiechloe.com with your order number and a description of the issue. Photos of the item and packaging, where available, help us understand the problem.

We will review the issue and explain the appropriate remedy and any return instructions, including the costs involved. A replacement or refund may be appropriate depending on the issue and your applicable rights. We do not require a faulty item to be unused simply because you needed to open or use it to discover the problem.

Exchanges

If you would prefer another item, contact us with your order number and the product you would like instead. We will explain the available options and the steps to take before you return anything.

Order cancellations

If you need to cancel, contact us as soon as possible. We will check whether we can stop your order before it is handed to the carrier. If the cancellation is confirmed, we will promptly refund the payment to your original payment method. Once the carrier has received it, we generally cannot intercept it; you can request an eligible return after delivery.

If we cannot dispatch your order within the promised time, you can decline the revised dispatch date and cancel the unshipped order for a full refund. We notify you if the order cannot be fulfilled or if consent is needed for a further delay. Where an unshipped order is canceled because we cannot dispatch on time, we issue the refund promptly, within seven business days of cancellation. No returned item or inspection is required.

See our Shipping Policy for preparation, delivery and delay information, and our Terms of Service for the terms that apply to purchases.