CUSTOMER CARE
If you have any questions or concerns, we are always ready to help!
Shipping Policy
Returns Policy
UK Orders
We offer free shipping within the UK on orders over £75 and made directly through our website. All domestic orders are sent via Royal Mail 24-Hour Tracked Service, ensuring your item arrives quickly and safely. Once dispatched, your order should reach you within 24 hours. You will receive a tracking number so you can monitor your package every step of the way.
International Orders
For customers outside the UK, we ship via Royal Mail International Tracked. Delivery usually takes 5-7 business days within Europe and 7–10 business days worldwide, from dispatch. Customs processing, local postal delays, or weather may extend this timeframe. Customs or import duties apply, and these costs are the responsibility of the customer. Please ensure that someone is available to receive your parcel, as we cannot be responsible for items lost or stolen after delivery.
Shipping to the USA
We now ship to the USA with all customs fees included (DDP – Delivered Duty Paid). This means any tariffs, including the 10% customs fee, are prepaid before your order leaves the UK. You should not incur any additional charges upon delivery.
European Union Member Countries
We regret to inform we are not currently selling to European members of the EU.
Returns
You may return items within 14 days of delivery.
Items must be unworn, unopened, and in their original packaging.
Buyers are responsible for return shipping costs.
International Returns
For international customers returning goods you MUST mark the parcel and returns form as a "Return" in order to correctly avoid customs charges. Should you/we encounter customs charges upon the entry of your parcel into the UK we will not be responsible for paying these and your goods will be returned to you. In most cases the courier will not refund your postage costs. If you are returning an item from outside the UK, you are responsible for the postage costs.
Non-Returnable Items
Underwear, lingerie, or custom-made items cannot be returned for hygiene and bespoke reasons.
How to Return
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Contact us via email to notify us of your return.
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Package the item securely in its original packaging.
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Ship back to the address provided.
Refunds
Once we receive and inspect your return, we will process your refund to the original payment method. Please note, it may take several days for your bank or card provider to reflect the refund.
Privacy & Website Terms and Conditions
Your privacy is important to us. Any personal information you provide when placing an order, signing up to emails, or contacting us (such as your name, email address, and shipping details) is used solely to process your order, respond to enquiries, and provide customer support. We never sell or share your data with third parties for marketing purposes.
Payments are processed securely through trusted third-party payment providers. We do not store or have access to your full payment details.
By using this website, you agree not to misuse its content. All designs, images, and written content remain the intellectual property of Charlotte Sinclair and may not be copied or used without permission.
For any questions about your data, orders, or this website, please contact us directly via email.