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. 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.
CARING FOR YOUR VINYL
High-density vinyl (PVC) is a strong, sculptural, and luxurious material — but it deserves the right care to keep it glossy, smooth, and long-lasting. Here’s how to protect your Charlotte Sinclair pieces so they stay beautiful for years.
1. General Care
Store your vinyl pieces flat or hung to maintain their shape.
Keep away from direct sunlight and high heat sources.
Avoid folding tightly, as creases can form over time.
Vinyl softens slightly with body warmth — this is normal and part of the wearing experience.
2. Cleaning
Wipe gently with a soft, damp cloth after wearing.
Use lukewarm water — never hot.
Deeper Cleaning
Mix a small amount of gentle soap with water and wipe the surface.
Rinse with a damp cloth to remove residue.
Pat dry with a microfiber towel.
What NOT to Use
No alcohol-based cleaners
No acetone
No harsh chemicals
No abrasive cloths or scrubbing pads
3. Shining Your Vinyl
To restore the ultra-glossy finish:
Buff gently with a microfiber cloth
You can use a vinyl-safe shine spray or a silicone-based latex shiner (check it on a small area first)
Avoid oil-based products on transparent vinyl, as they may cause hazing or markings.
4. Storage
Store in a cool, dry place.
Keep vinyl separate from latex, leather, or dark fabrics that may transfer colour.
If hanging, choose padded or wide hangers so straps don’t distort.
For structured items (collars, harnesses, cinchers, bags), store them standing or laid flat to preserve shape.
5. Handling Hardware
Your pieces may include premium hardware such as spikes, rings, studs, and buckles:
Wipe hardware dry after cleaning to avoid water spots.
Avoid storing in damp areas.
Check rings and buckles occasionally — hardware is durable, but keeping it clean preserves shine.
6. Wearing Tips
Put vinyl on after lotions, oils, perfumes or deodorants have dried — these can mark the material.
If the fit feels firm initially, allow the garment to warm to your body; high-density vinyl softens slightly with heat and becomes more comfortable.
Avoid excessive pulling or yanking buckles and straps — treat them like you would structured leather.
7. Long-Term Maintenance
Vinyl is extremely durable when treated well.
If your piece develops slight surface marks, gentle buffing usually removes them.
Store items with spikes or claws away from softer pieces to prevent accidental scratching.
Need Repairs?
We offer repairs and adjustments on Charlotte Sinclair pieces.
Contact us through the website for help with hardware replacement, strap adjustments, or wear-and-tear fixes.