REFUND POLICY

REFUND POLICY

Charlie and Brooke

Order Confirmation & Policy Agreement
By placing an order on the Charlie and Brooke website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing a purchase, you:

  • Confirm that you accept our return conditions and timeframes
  • Agree to follow the return procedure outlined below
  • Acknowledge that in the event of a payment dispute or chargeback, this policy and all related order records may be used as supporting evidence

Returns
If you are not completely satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.

Return Eligibility
To qualify for a return:

  • Items must be unused, unworn, and unwashed
  • Items must be returned in their original condition and packaging
  • Only standard inspection and handling should have occurred
  • Return shipping costs are the responsibility of the customer

Once your return is received, it will be reviewed and processed within 7 business days. We reserve the right to refuse returns that show signs of wear, misuse, or damage not caused by us.

How to Request a Return
To initiate a return, please follow these steps:

  1. Email us at info@charliebrooke.com within 30 days of delivery
  2. Include the following information:
    • Order number
    • Reason for return
    • Photos of the item (required if damaged or defective)
    • Full name and shipping address
  3. Wait for return approval and instructions before sending the item

Do not send items back without authorization. Unauthorized returns may be refused.
We recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.

Defective or Damaged Items
If your item arrives damaged or defective, contact us within 2 days of delivery at info@charliebrooke.com.

Please include:

  • Order number
  • A short explanation of the issue
  • Clear photos or a short video showing the problem

After verification:

  • A replacement may be offered depending on availability
  • In some cases, a return may not be required

Replacement items are typically processed within 7–14 business days.

Lost, Refused, or Unclaimed Orders
If your package appears to be lost in transit:

  • Contact us with your order number and tracking details
  • We will assist with an investigation and arrange a replacement or refund if confirmed

If a package is refused, unclaimed, or returned due to an incorrect address provided at checkout, a €30 fee will be deducted from your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal
You may request to cancel your order before it has been shipped.

Please note:

  • Orders cannot be canceled once they have been shipped
  • If your order is already in transit, you may request a return after delivery
  • Cancellation requests must be sent as soon as possible to info@charliebrooke.com

Return shipping costs remain the responsibility of the customer.

Chargebacks & Disputes
If you experience any issue with your order, please contact us first so we can resolve the matter efficiently.

In the event of a chargeback or dispute, we may provide the payment provider with relevant documentation, including:

  • Order confirmation
  • Shipping and tracking information
  • Email communication and submitted evidence

Filing a chargeback without prior contact may delay resolution and may affect future purchasing eligibility.

Important Information

  • Approved returns must be sent to our fulfillment partner
  • Return shipping costs are not covered
  • We are not responsible for customs delays or clearance issues
  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted
  • Returns are not free and may involve shipping and handling costs

Contact
If you have any questions about this Return & Refund Policy, please contact us:

Charlie and Brooke
Email: info@charliebrooke.com