CHARLOTTE OLYMPIA DELIVERY, RETURNS & EXCHANGE POLICY

CONTENTS

Where there is a discrepancy or inconsistency between this Delivery, Returns and Exchange Policy (including the Charlotte Olympia Standard R&E Policy and the DSRs) and our Terms & Conditions, the Terms & Conditions shall prevail.

1. DELIVERY

COUNTRY Shipping fee VAT Customs & Duties
United Kingdom(including Jersey and Guernsey) FREE INCLUDED INCLUDED
United States, Canada FREE N/A INCLUDED
Europe*
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
FREE INCLUDED INCLUDED
Other countries**
Albania, Andorra, Anguilla, Antigua and Barbuda, Argentina, Australia, Bahamas, Bahrain, Barbados, Belize, Bermuda, Bolivia, Bosnia and Herzegovina, Brazil, Cayman Islands, Brunei, Chile, China, Colombia, Cook Islands, Costa Rica, Dominica, Dominican Republic, Ecuador, El Salvador, Faroe Islands, Fiji, French Guiana, Gibraltar, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guyana, Haiti, Honduras, Iceland, India, Israel, Jamaica, Japan, Jordan, Kazakhstan, Korea Republic (South), Kuwait, Lebanon, Liechtenstein, Macau, Macedonia, Malaysia, Marshall Islands, Martinique, Mexico, Micronesia, Moldova, Monaco, Montenegro, Montserrat, Nepal, New Caledonia, New Zealand, Nicaragua, Norway, Oman, Panama, Paraguay, Peru, Philippines, Qatar, Saint Kitts and Nevis, Saint Lucia, Samoa, Saudi Arabia, Serbia, Seychelles, Singapore, South Africa, Sri Lanka, Suriname, Switzerland, Taiwan, Thailand, Trinidad and Tobago, Tunisia, Turkey, Turks and Caicos Islands, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Venezuela, Vietnam, Virgin Islands, British, Virgin Islands.
€40.00 N/A NOT INCLUDED

* Europe shall mean the UK (unless otherwise indicated) and the other countries in the European Union, from time to time.

** Certain countries, may, from time to time, be subject to further restriction and international sanctions. We recommend that you contact your local authorities to determine if there are any additional restrictions and any such taxes or costs with such purchase and import price prior to submitting your order.

Note that, subject to your country of purchase, free shipping charges over a certain specified purchase amount may apply and you should refer to the website accordingly.

These time periods apply to products in stock and run from and including the date of dispatch of the products. Note that longer time periods may apply during sale periods or other circumstances of heavy demand.

Deliveries are made between 9am and 6pm on working days and require a signature on delivery. Please contact customer care prior to ordering if you have any queries. If the first delivery attempt is missed, the courier will leave a calling card for the receiver's attention detailing clear instructions of how to arrange a re-delivery. Please contact customer care by telephone on +44 (0) 203 5982 955 (open from Monday to Friday, 9am to 6pm GMT) or via email at customercare@charlotteolympia.com should you have any queries or do not receive a calling card.

2. GIFT WRAP

If you are buying a gift, simply check the gift-wrap option at check out and your order will arrive beautifully packaged in Charlotte Olympia wrapping paper as shown below. If you need assistance please contact customer care on +44 (0) 203 5982 955 (open from Monday to Friday 9am to 6pm GMT) or email customer care at customercare@charlotteolympia.com.

3. SHIPPING RESTRICTIONS ARE APPLICABLE TO EXOTIC SKINS

Due to international trading agreements and regulations, Charlotte Olympia must adhere to particular shipping restrictions. As a result, we are unable to send exotic skins such as snakeskin and crocodile outside of the Europe. If you add a product to your shopping bag that we are unable to ship to your country, it will be automatically removed from your shopping bag at check out. Alternatively, you can change your shipping address to a delivery address in the Europe; as such, restrictions do not apply for delivery in the Europe.

4. VAT, IMPORT DUTIES AND TAXES

4.1 VAT

You agree to pay VAT on the price, delivery charges and any other charges we may make in respect of purchased products, at the applicable rate, at the same time as payment of such price, delivery charge or other charge. VAT means UK Value Added Tax or any other local or regional, value added, sales or consumption tax, levies or any other charges to be paid in any part of the world where the products are being delivered to.

Where the purchased order is to be delivered to a consumer in Europe, then prices, delivery charges and other charges are (unless otherwise stated) inclusive of VAT. For delivery to the Rest of the world (which shall be all other countries to which ship excluding Europe), prices, delivery charges and any other charges are (unless otherwise stated) exclusive of VAT.

4.2 IMPORT DUTIES AND TAXES

All prices and delivery charges for purchased products being delivered to a customer in Europe are inclusive of the costs of any customs formalities to import the products into the country or region where the products are to be delivered. Prices and delivery charges for products being delivered to the US or Canada are also inclusive of costs of any equivalent customs formalities but delivery to the Rest of the World (excluding the US or Canada) to which we deliver, will not include any such costs. You will also be required to pay applicable and relevant duties, taxes, levies or other charges required to be paid to import or payable on import of the products into the country or region where the products are to be delivered or to obtain the release of the products by any import agent, customs or other local or national authority, to the extent not already included in the prices and delivery charges. The above are all referred to as "import taxes and costs" in herein. 

By purchasing from the site you are accepting that you will be responsible and liable to pay all duties, import taxes and costs as may be determined by the country or region that the order is shipped to and accept that the products may be retained by our delivery company or any customs or any other government authority until full payment of such import taxes and costs by you. We are not liable to pay any import taxes and costs and we shall be entitled to charge you any additional costs incurred by Charlotte Olympia to you and you shall pay us for such additional charge for any import taxes and costs we pay.

Please be aware that if you choose to not pay such import taxes and costs and these import taxes and costs then fall to Charlotte Olympia, we shall be entitled to charge you any additional costs incurred by Charlotte Olympia to you and you shall pay such amount in full to us, in addition to the price and delivery charges, any import taxes and costs, which we may pay. We recommend that you contact your local customs authority to determine the import taxes and costs and a landed cost price prior to submitting your order. 

When we refer to Europe, we mean the UK (unless otherwise indicated) and the other countries in the European Union.

5. CHARLOTTE OLYMPIA STANDARD R&E POLICY

This paragraph 5 sets out our standard policy for returns and exchanges for purchased products (the “Charlotte Olympia Standard R&E Policy”) for the UK, Europe (except where the CRs apply) and all other countries that we deliver to outside the UK and Europe (the “Rest of the World”) and we agree to allow you to return your purchased products for a refund or exchange in accordance with the following policy. This is an alternative to cancellation under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2014 (“CRs”), covered by paragraph 6 below. The CRs shall automatically apply to all customers in the UK, Europe or where a purchased order is being sent to a European address. If you are such a customer, we will assume you are cancelling under the CRs , however if you request a return authorisation code we will assume you are cancelling your order under the Charlotte Olympia Standard R&E Policy.

5.1 Returns

When you request a return, you must either specify that you would like a refund or an exchange within 14 days from the day you receive your ordered product, in accordance with Paragraph 5.3 (Delivery and Collection of Returns and Exchanges) below. All purchased products being returned must be returned (including those being exchanged) in full including in their original condition, unused, undamaged, unsoiled, unaltered and complete with all original Charlotte Olympia packaging. In the case of the ABC collection or any other products which a customer may be able to customise or personalise, these must be returned in an unsued, undamaged, unaltered, uncustomised and unpersonalised condition, and in the condition as originally received including with all original Charlotte Olympia packaging or any bespoke packaging for such product and without goods having been customised or personalised by customer. All boxes, dust bags, heel tips, polaroids and all other things included in your purchase should be included with your return and are deemed part of the product. All shoes should only be tried on a carpeted surface until you are certain you are keeping them. We are not obliged to accept returns that do not meet the above conditions and we may (a) refuse a refund in such case and (b) send such products back to the customer or require the customer to arrange for their collection from us, in each case at the customer's cost.

Unless you have asked for an exchange, we will refund to you the price, for the returned purchased products, within 14 days of receiving the products back at our warehouse in compliance with the return conditions above, less any shipping charges and your refund will be credited to the original payment card. Card refunds may then take up to 10 business days for your bank to complete, depending on their processing time. You will receive a notification email upon completion of your refund.

Unless the products were received by you damaged or faulty, we will not be obliged to refund to you any shipping or any amounts paid by you to us with respect to export or import taxes and costs. Further, import taxes and costs, whether paid by you directly or paid by you to us, may be non-refundable. You may however be able to recover import taxes and costs by contacting your local customs bureau directly. 

Returned products, to the extent your purchased product was paid using a virtual gift card, will not be refunded in cash and will be refunded only as value to the virtual gift card or as a separate virtual gift card.

EUROPE AND THE REST OF THE WORLD: Different delivery charges will apply for addresses in Europe and the Rest of the World. Such delivery and collection charges are set out on our site.

5.2 Exchanges

If you ask for an exchange of your purchased product, you may only exchange your product for the same colour product, but of a different size. You may not exchange your product for a different product or the same product of a different colour, unless we agree on a case-by-case basis, in our sole discretion, at the time. Exchanges will be subject to stock availability. We will notify you if an exchange is possible.

Exchanged products will be dispatched to you upon our warehouse having received the original products (or any previous exchanges) in the return condition required above in the first paragraph of Section 15.1, which shall be incorporated herein, and all other delivery and collection charges have been paid by you. Where there is difference in price between the exchange products and the original products, either you must pay the difference before we are obliged to supply the exchanged products using the original payment card or we must refund you the difference in accordance with the refund terms above, less any deductions or withholdings we are entitled to make, each as the case may be. In respect of further exchanges, we may, at our sole discretion, refuse such further exchanges for a product after the first exchange, particularly, if we have reason to suspect that you are not acting in good faith.

REST OF THE WORLD: Exchanges delivered to destinations to the Rest of the World outside of Europe will be processed for customs clearance and therefore any relevant import duty and tax charges will apply. This means that you will be responsible for paying for import taxes and costs for the exchange products and arranging for their import in accordance with your payment and delivery obligations as detailed herein and in the Terms & Conditions.

5.3 Delivery and Collection of Returns and Exchanges

The following shall apply for all returns and exchanges under the Charlotte Olympia Standard R&E Policy and not where the cancellation of an order is under the CRs. In order to return or exchange a purchased product, you must request a return collection within 14 days from the day you receive your ordered products by emailing or speaking to Charlotte Olympia Customer Care, the details which are set out immediately below. Otherwise, you will cease to have any right for a refund or exchange under the Charlotte Olympia Standard R&E Policy. A returns arrangement can be requested and returns can be arranged by emailing customercare@charlotteolympia.com or contacting Charlotte Olympia customer care by telephone on +44 (0) 203 5982 955. All returned products should include the any authorisation or identification codes provided by Charlotte Olympia Customer Care as well; unidentified returns may be returned to the sender and the Charlotte Olympia Standard R&E Policy will cease to apply to such products. You must allow us to collect your unwanted products from you or return your unwanted products to us, as directed by us, within 7 days of arranging your returns with from us or by such later time as we may allow.

Where you are returning the purchased products, the unwanted order must be returned to Three14 Limited c/o Alpi UK, Charlotte Olympia Ecommerce Returns, Alpi UK Ltd, Alpi House, Miles Gray Road, Basildon, SS14 3HJ, United Kingdom. Except for the first successful collection attempt of an original product, which is offered free of charge, such products and the costs associated with their return to us, including shipping costs will be at your own expense including any attached VAT, customs or duties charges that may be charged on your returned purchased products being sent back to the UK (from outside of the EU). If you arrange for such return, and your return incurs VAT, customs or duties charges, these costs will be billed to you, whether at first instance or charged at a later date to you by Charlotte Olympia, who has initially borne such costs on your behalf. Further such products will remain your full responsibility and at your risk until accepted at our warehouse. We recommend that you return the products to us by secure means to ensure that they reach us in good condition and insure the return shipment, as you are under a duty to take reasonable care of the products and will be liable for damage to them until we receive them at our warehouse. For these reasons, we strongly recommend that you arrange the collection of your returned purchased products through Charlotte Olympia Customer Care and our courier services as set out below.

Where Charlotte Olympia collects the returned purchased products, the following terms shall apply. Our customer care team will contact you to arrange collection and schedule the collection time with you. You must strictly observe the collection time agreed. Collection will be from the same address the ordered products were delivered to, but, at our sole discretion, you may nominate another reasonable collection address (e.g. a work address). Except for the first successful collection attempt of an original product within the UK, which is offered free of charge, all costs for collection of any products you are returning, including original products supplied to you under your order and any exchange products you are returning under your order and any collection attempt fails (other than due to our fault), shall be at the customer’s expense. The applicable collection charge will be the collection charge as stated by our courier company at the time you make your return request.

EUROPE AND THE REST OF THE WORLD: The returned purchased products will remain at your risk until they arrive at our warehouse (except for any loss or damage caused by our acts or omissions or those of our carrier). Different collection charges will apply for Europe and the Rest of the World addresses, as set out in our delivery and collection charges on our site.

6. CANCELLATION RIGHTS UNDER THE CONSUMER CONTRACTS (INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS 2013

This paragraph 6 sets out our policy in relation to cancellations using cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CRs”). This is an alternative to cancellation under the Charlotte Olympia Standard R&E Policy under paragraph 5 above and shall only apply automatically to customers in the UK, Europe or where the order is being sent to a European address. The CR cancellation rights are not applicable to customers outside the UK, Europe or where an order is being sent to a non-European address or where goods have been “personalised” as referred to in the CRs (such being any goods including the ABC collection or any other product which the customer may be able to customise or personalise). Where the CRs are not applicable, the Charlotte Olympia Standard R&E Policy shall apply. If you are a customer in the UK, Europe or where a purchased order is being sent to a European address, we will assume you are cancelling under the CRs , however if you request a return authorisation code from us or through your account on our website we will assume you are cancelling your order under our Charlotte Olympia Standard R&E Policy. Once you have chosen to cancel under the CRs, the Charlotte Olympia Standard R&E Policy shall not apply.

The CRs are only available to you are resident in a country in UK and Europe or the products purchased are for delivery in Europe. To exercise your right, you must give us written notice of cancellation at any time after your order has been placed, within 14 days from the day after the day on which you receive the products you ordered and return the cancelled order within 14 days of such cancellation notice. Notice should be provided in the form set out below and must be given in writing to: Charlotte Olympia, Unit 1C & 1D, Phoenix Brewery, 13 Bramley Road, London W10 6SZ, United Kingdom, or by email customercare@charlotteolympia.com.

Three14 Limited (trading as Charlotte Olympia)
Unit 1C & 1D, Phoenix Brewery
13 Bramley Road
London W10 6SZ
United Kingdom
Phone: +44 (0) 203 5982 955
Email: customercare@charlotteolympia.com

I, [customer to insert name] hereby give notice that I cancel my contract of sale of the following goods ordered on [date to be inserted by customer] and / or received on [date to be inserted by customer].

[detail of goods to be inserted by customer]

Name of the customer:

Address of the customer:

Signature of customer
 

You may use the above model cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

You are obliged to take reasonable care of the products and keep them in your possession. All products must be returned in full complete with all packaging. All boxes, dust bags, heel tips, polaroids and all other things included with your purchase should be included with your return and are deemed part of the product.

For purchased orders cancelled under the CRs, you will be refunded the amount you paid, including delivery charges for the original order and refunds will be given as soon as possible upon receiving the cancelled goods and in any event within 14 days of our receiving your cancelled goods or (if earlier) 14 days after the day you provide evidence that you have returned the goods. Import taxes and costs paid by you may not be covered by the above refund (unless you paid us for those import taxes and costs). You may however be able to recover import taxes and costs by contacting your local customs bureau directly. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

Where you are returning the purchased products, you must return the entire order to us at your cost, you are liable for return shipment costs and the products remain your full responsibility and at your risk until such products arrive at and are accepted at our warehouse. You will need to return the products to us using our nominated courier by secure means to ensure that they reach us in good condition, at your own cost. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the products and will be liable for damage to them until we receive and accept such products at our warehouse. In case of dispute, we also recommend you retain proof of sending. If you return the products at our expense, we may re-charge you such expense. Products should be returned to us promptly and within 7 days of giving us your notice of cancellation and returned to Three14 Limited c/o Alpi UK, Charlotte Olympia Ecommerce Returns, Alpi UK Ltd, Alpi House, Miles Gray Road, Basildon, SS14 3HJ.

Where Charlotte Olympia collects the returned purchased products, the following terms shall apply. We may at any time arrange to have the products collected from you. You must also allow us to collect your unwanted products from you on written request from us. We may deduct from any refund any costs of returning the products to us we are entitled to charge above, including where you return the products at our expense or we collect the products at your request.

If you cancel your order, we will reimburse to you all payments received from you, including the costs of delivery (except, to the extent relevant, for the supplementary costs arising if you chose a type of delivery other than the least expensive type of delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

7. FAULTY PRODUCTS

If you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund, in accordance with the UK’s Sale of Goods Act 1979. Please email customercare@charlotteolympia.com with images of any of your purchases, which you consider have been delivered faulty.

Products are "faulty" if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products sold must correspond to their description and be of satisfactory quality.

Special points to note: If your products become faulty within 6 months of your receiving them, then the law will treat them as having been faulty when you received them. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you ask for a refund, we may be entitled to reduce any refund to take account of any use you have had of the products since they were delivered to you. If you would like to exchange a faulty product instead of obtaining a refund, we can only replace it for the same product in the same size as those purchased and any exchange is subject to availability. If you ask for a repair, we will do so only where possible and not disproportionate. If you ask for a repair or replacement and we do not provide one in a reasonable time or have reason for not providing one (other than due to your fault), then you will be entitled to exercise your right to ask for a reduction in price or refund.