FAQ

FAQ

What is your return policy?

You have 30 days from the receipt of your order to return an item if you are not satisfied. Returned items must be in perfect condition, unworn, and with their original tags attached.

As we aim to process orders as fast as possible, you must request any changes or cancellations within 48 hours of ordering. After this timeframe, orders are automatically processed in our system and requests after this time will be denied. Your order can be returned for a full refund after it is received.

How can I return an item?

To initiate a return, please contact our customer service by email at info@charlotte-newyork.com to obtain a return number and detailed instructions. Return shipping costs are the customer's responsibility unless the item is defective or there was an error on our part.

When will my order be delivered?

Orders are usually processed within 1–2 business days (Monday – Friday). Shipping takes approximately 3–5 business days (Monday – Friday). The total delivery time is 4–7 business days (Monday – Friday).

What are your delivery costs?

We offer free delivery on all orders across the United States.

Do you ship internationally?

Currently, we deliver only within the United States.

Which payment methods can I use?

At Charlotte New York, we offer you secure and convenient payment options. You can choose from:

  • American Express
  • Apple Pay
  • Google Pay
  • Mastercard
  • Shop Pay
  • Visa
  • PayPal

Part of my order is missing — what should I do?

For larger orders, your items may be shipped in multiple packages for logistical reasons. In this case, you will usually receive the missing products within 1 to 3 business days after the first package.

How can I track my order?

Once your order has been shipped, you will receive an email with a tracking number, allowing you to monitor the delivery status of your package.

How can I contact customer service?

We aim to respond to all inquiries within 24 hours.