HOW TO RETURN AN ORDER?
In order to exchange or return an item, please email us via firstname.lastname@example.org with the following information:
- Order number
- Reason why you would like to return the shoes.
Any additional information that you provide us with, will be very valuable. We will get back to you as soon as possible.
WHAT ARE THE CONDITIONS FOR A RETURN?
- In a regular return, shipping costs are at the customer’s expense and L’Atelier de Charlotte will assume all customs fees.
- If you wish to make returns or exchanges this has to be done within a 14 day period after receiving your order. Returns processed after this period will not be accepted
- Any special order which has been produced exclusively for the customer and under their request will not be accepted for return.
- It may take up to 20 business days before your return is received and then processed.
- Items must be returned to L´Atelier de Charlotte in perfect condition for resale, in their original state (packaging, accessories, instructions, etc.), properly protected.
ARE SIZE OR MODEL EXCHANGES AVAILABLE?
- If you wish to make a size exchange or model exchange this has to be processed within a 14 day period after receiving your order. Exchanges processed after this period will not be accepted.
- In case of model exchanges, the exchange will only be possible for models with the same or lower price than the one initially purchased.
- In case of model and size exchanges, the return shipping costs will be assumed by the client. L’Atelier de Charlotte will assume the costs of shipping the new purchased pair/the size change.
WHO IS RESPONSIBLE FOR THE RETURN SHIPPING COSTS?
* In countries with a return cost, the amount will be deducted from the refund, L’Atelier de Charlotte will process the collection with the corresponding transport company. In no case will L’Atelier de Charlotte be responsible for the costs caused by customs or the possible retention in them. Shipments with destinations that require customs processing may need 1 (one) additional day.
HOW TO PREPARE YOUR RETURN?
The items must be returned in perfect condition, inside their box and inside the transport box with which we delivered them to you. The products must be returned in the same state in which they were delivered to you, with all the accessories, and the box should not be written or painted. You can close it with a seal. If you do not keep the transport box with which we sent you the shoes, you can return them without problem in any other box, as long as it is well closed.
HOW TO GET A REFUND?
Once we receive the item we will proceed to do the refund (between 15-20 days to see it reflected in your account, depending on the bank). Return shipping costs, if there are any, will be deducted from the refund. Please, for more information on return shipping costs depending on the country or region refer to the table in section 4.