Refund Policy
Last Updated: 12 April 2026
Return Eligibility
We want you to feel confident in your purchase. If you are not completely satisfied, you may request a return within 30 days of delivery.
To be eligible for a return, items must meet the following conditions:
- Unworn and unused
- In original packaging
- All original tags attached
- Accompanied by valid proof of purchase (e.g. order confirmation email)
- Free from perfume, deodorant, makeup stains, or any visible marks
As we specialise in dresses, we kindly ask customers to try garments on carefully to avoid cosmetic marks or damage. Items that do not meet these conditions may not be eligible for a refund. Please try garments carefully over undergarments or with a protective layer to avoid transfer of cosmetics.
How to Start a Return
We want to make your return process as smooth as possible. To ensure your return is tracked and processed quickly, please follow these steps:
- Notify us: Send an email to info@charlotte-newyork.com with your order number and the reason for the return. For damaged items, please attach a photo so we can assist you faster.
- Receive Instructions: Our team will respond within 24 hours with the correct return address and detailed instructions on how to send your package back.
- Ship your item: Following these instructions helps us identify your package immediately upon arrival and prevents delays in your refund.
Please note: To ensure your refund is processed correctly, we recommend contacting us before shipping, as returns sent to the wrong facility may experience significant delays.
Return Shipping Costs
- For change-of-mind returns, return shipping costs are the responsibility of the customer.
- If your item is defective, damaged, or incorrect, we will cover the return shipping cost and provide a replacement at no additional charge.
We recommend using a tracked shipping service for all returns.
Restocking Fees
We do not charge any restocking fees on returned items.
Refund Processing
Once your return is received and inspected, we will notify you of the outcome.
Approved refunds are processed within 5 business days to your original payment method. Please note that while we process refunds within this timeframe, your bank or payment provider may require additional time for the funds to appear in your account.
Original shipping costs are non-refundable, except in cases where the return is due to a defect or error on our part.
We do not deduct any restocking fees from approved refunds. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@charlotte-newyork.com.
Exchanges
We do not offer direct exchanges.
If you would like a different size or style, please return your item following the return process and place a new order through our website.
Order Cancellations
Orders may be cancelled within 48 hours of placing your order, provided the order has not yet entered processing or been dispatched.
Once processing has begun or the order has shipped, cancellations are no longer possible. After delivery, you may initiate a return in accordance with this policy.
Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery.
Include clear photographic evidence of:
- The item received
- The packaging
- The shipping label (if applicable)
Upon verification, we will arrange a suitable resolution, including return shipping at our expense and a replacement item where applicable.
Sale Items
Sale items are eligible for return under the same 30-day return window, provided they meet the return conditions outlined above.
Lost Packages
If your order does not arrive within the estimated delivery timeframe plus 3 additional business days, please contact us so we can initiate an investigation with the shipping carrier.
Undeliverable Packages
If a package is returned to us due to an incorrect address, refusal of delivery, or failure to collect from a pickup location, we reserve the right to charge additional return and reshipping costs.
Updates to This Policy
We may update this Return & Refund Policy from time to time to reflect operational changes or legal requirements. The most current version will always be available on this page.
Contact Information
- Store Name: Charlotte New York
- Company Name: Charlote Capital, LLC
- Company Address: 214 Willow Avenue, Suite 3B, Hoboken, NJ 07030, United States
- Company Nr.: 0002985411
- Phone: +1 (201) 987-7468
- E-mail: info@charlotte-newyork.com
Customer Service Hours:
Monday to Friday | 09:00 – 17:00 (EST)
Weekends | 10:00 – 16:00 (EST)
We aim to respond to your inquiries within 24 hours.