Return Policy

At Charlotte Mayes London, we take great pride in the quality of our products and the satisfaction of our customers. However, we understand that there may be occasions when you wish to return an item.
This policy outlines our return process and conditions clearly and transparently.

1. Conditions for Returns

To be eligible for a return, please note the following conditions:

  • You may only request a return after you have physically received the item.
  • Return shipping costs, including any international delivery or customs fees, are entirely the responsibility of the customer.
  • Items must be unused, unwashed, undamaged, and returned in their original packaging with all tags and labels still attached.
  • Trying on items is permitted, but wearing them beyond fitting is not allowed.
  • Bulk size testing (ordering multiple sizes with the intent to return some) is not accepted.

Please ensure that all returns meet these conditions to qualify for a refund.

2. Return Procedure

To initiate a return, please follow these steps:

  1. Contact us at support@charlotte-mayes.com within 14 days of receiving your item to register your return.
  2. You will receive the return address of our supplier (based in China) once your request has been reviewed.
  3. Ship the item at your own expense, ensuring all customs declarations and shipping fees are properly handled.
  4. We strongly recommend using a tracked shipping method to avoid lost parcels.

3. Refunds

Once your returned item has been received and inspected, you will be notified by email.
If approved, your refund will be processed within 30 days, and the amount will be credited via your original payment method.
Please note that return shipping costs are non-refundable.

4. Liability and Address Accuracy

  • Charlotte Mayes London is not responsible for parcels lost in transit when the courier’s tracking confirms delivery to the address provided by the customer.
  • It is the customer’s responsibility to ensure that the delivery address is entered correctly at checkout.
  • Any address errors must be reported to us within 24 hours of placing the order.
  • We cannot issue refunds or replacements for orders shipped to an incorrect address provided by the customer.

5. Contact Information

For any questions regarding returns or refunds, please contact us:

Charlotte Mayes London
📧 support@charlotte-mayes.com