Returns and refunds

Your satisfaction is our priority

At MICHELLE, your satisfaction is the most important thing for us. Therefore, we are happy to help you if you wish to make exchanges or returns on your purchases. You have a period of up to 30 days after the delivery date to do so.

 

How to Make Exchanges or Returns in 5 Easy Steps

  • Please contact us by sending an email to support@charlottesydney.com to inform us if you wish to exchange or return your product(s). We will send you our return form.
  • Fill out the return form provided with your package. Please clearly specify which items you wish to return and whether you would like to exchange them or request a refund.
  • Deliver your package to the carrier of your choice within 30 days of receiving your order.
  • Once we receive your return shipment in our warehouse, we will process the return within 10 business days. Our returns team will keep you informed via email.
  • Please note that if a customer rejects the package upon delivery, an additional fee of €15 will apply for further processing of the package and retrieval of the requested items.

Frequent questions

  • What are the repayment terms? Our return policy allows you to return your order within 30 days of receipt without needing justification. Items must be in unused, unwashed condition and suitable for resale, with tags still attached. We do not accept returns on items purchased during raffles or sales, and shipping costs are non-refundable.
  • What are the return costs? Return costs are the responsibility of the customer and vary depending on the carrier and the country from which the package is returned.
  • How long does it take to make a product change? If you choose to exchange a product when registering your return, we will begin processing it immediately to ensure a quick resolution within a few days.
  • What to do if the exchange product is no longer available? If the product you want to exchange is not available, please contact our customer service and we will inform you of future availability or find an alternative solution.
  • Where to find the order number to register a return? The order number can be found in the confirmation email you received after making your purchase. It is a five-digit code. If you have trouble finding it, our customer service will be happy to help you.
  • What to do if you receive a defective or damaged product? If you unfortunately receive a damaged or defective product, we are here to fix it. Please send a message to support@charlottesydney.com with a photo of the complaint, and our customer service will contact you as soon as possible to find a solution.
  • What to do if I want to return my order after the return period? Remember to make your return within 30 days before the return period expires. If this is not possible, please contact us and we will explore options such as a replacement or voucher. Please consult our customer service for more details.
  • How long does it take to process a refund? We strive to process returns as quickly as possible. After receiving your return at our warehouse, we process the refund within 10 business days. Please note that it may take up to 3 days for the refund to appear in your bank account.

Important note:

  • Customers can cancel orders within the first 24 hours of placing the order.
  • To cancel an order, please contact our customer service team via the email address in the footer or via our contact form, and provide the details of your order, including your order number. , your name and your contact information.
  • If the cancellation request is received within the first 24 hours, we will process the cancellation and issue a refund to the original payment method within 10 to 12 business days.
  • If the cancellation request is received after the first 24 hours, we cannot guarantee that it will be accepted and a cancellation fee may apply.
  • In the event of cancellation, all discounts or promotional offers applied to the original order will be lost.
  • If the order has already been processed in our warehouse or shipped, it cannot be canceled.
  • If customers refuse a delivery, refund requests will not be approved and a €15 penalty will be applied to cover logistics costs and possible lost packages.

*Please note that this policy is subject to change at any time without notice.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.