CHARLOTTE OLYMPIA FREQUENTLY ASKED QUESTIONS

CONTENTS

ANSWERS

 1. DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You can shop on the Charlotte Olympia website without creating an account by checking out as a guest. However, if you register an account with us you will be able to enjoy the following benefits:

Request a return or exchange directly from your account.
Add products you love to your wish list which you can share with your with friends and family.
Preview our new collections and register your interest on product waiting lists.
Save your address and card details so you can shop even quicker and easier next time.
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 2. IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential and at no point will we sell it to a third party for marketing purposes. For more information, please read our Privacy Policy published on our website in full.
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 3. I HAVE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

To re-set your password, follow the “FORGOT PASSWORD?” instructions on the “SIGN IN” page. Please note, for security reasons we are unable to send your old password via email.
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 4. WHAT PAYMENT METHODS DOES CHARLOTTE OLYMPIA ACCEPT AND WHAT SECURITY MEASURES DO YOU EMPLOY?

We may require that first-time orders must be sent to the cardholder's billing address or work address. This process is not only for your security but so that we can verify your details. To ensure that you do not experience any delays to your order, please make sure all your details are entered correctly. If you would prefer to place an order by telephone, you can call customer care on +44 (0) 203 5982 955 (Monday to Friday 9am to 6pm GMT) or via email at customercare@charlotteolympia.com.

Payment can be made by such payment cards as are stated on our site from time to time. As at the date of the Terms & Conditions, these are VISA, MasterCard, American Express, Maestro, Visa Debit and Visa Electron.

In submitting an order or pre-order, you agree that this immediately authorises Charlotte Olympia to debit your card with the order or pre-order payment upon submission of your order or pre-order and that you offer to pay Charlotte Olympia if your order is accepted. Payment will be debited and cleared from your account at the time your order or in the case of a pre-order, when your pre-order is fulfilled as an order and your order is allocated and filled by us. If you later withdraw your order or pre-order before we have accepted it or we do not accept your order or pre-order, this payment will be refunded to the card as soon as possible.

When placing an order or a pre-order you are confirming that the credit or debit card that is being used is yours or that you have been specifically authorised by the owner of the credit or debit card to use it. All credit or debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to Charlotte Olympia, we have the right to reject the order or pre-order, notifying you by email.

We take care to make our site secure all credit or debit card transactions on this site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. To help ensure that your shopping experience is safe, simple and secure. Charlotte Olympia uses Secure Socket Layer (SSL) technology. Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure.
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 5. HOW CAN I CHOOSE THE CURRENCY I PAY IN?

You will be shown the appropriate currency dependent on the location and/or country you are viewing our website from. Customers from a location in the UK will be billed in GBP, customers from a location in the Americas will be billed in US Dollars and customers from Europe (other than the UK) and all other international destinations will be billed in Euros.

If you are a customer whose credit or debit card is not denominated in the currency of the order, you should note that your card issuer will charge you for any currency exchange at the exchange rate applied by your card issuer at the time your card issuer processes the transaction. You should check with your card issuer what you can expect to pay in your own currency, before submitting your order.
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 6. CAN I HAVE MY ORDER GIFT WRAPPED?

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.
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 7. WHICH COUNTRIES DOES CHARLOTTE OLYMPIA SHIP TO?

Charlotte Olympia ships to 135 countries worldwide. The full list of countries that we ship to is set out in our Terms & Conditions. Please note that when we refer to Europe, we mean the UK (unless otherwise indicated) and the other countries in the European Union, from time to time and the Rest of the World shall mean all other countries to which we ship excluding Europe.
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 8. HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?

For information on delivery and shipping charges to your destination, view our Delivery, Returns & Exchange Policy and our delivery and returns charges section on our site, as amended from time to time.
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 9. DO I NEED TO SIGN FOR MY ORDER?

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.
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 10. HOW ARE DUTIES AND TAXES TO BE PAID?

All prices and delivery charges for products being delivered to a customers in Europe, US and Canada and the Rest of the World (excluding the US and Canada), respectively as well as the applicable policies in place are set out in our Terms & Conditions. 

  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, 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. 
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 11. DOES CHARLOTTE OLYMPIA SHIP TO MULTIPLE ADDRESSES?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination. Once your order has been dispatched, we are unable to redirect your delivery to another address.
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 12. WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?

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 Europe. If you add a product to your shopping bag that we are unable to ship to your country, it will be automatically removed at check out. Alternatively, you can change your shipping address to a different destination within the Europe where these restrictions do not apply.
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 13. CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Before your purchases have been prepared for dispatch we can cancel a product, change the size or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed, you will need to place a new order. If you need to make any amendments, please call customer care on +44 (0) 203 5982 955 (open from Monday to Friday, 9am to 6pm GMT) or email us on customercare@charlotteolympia.com.
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 14. CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays in receiving your order, please ensure you check you have provided the correct shipping address when placing your order.
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 15. HOW CAN I TRACK MY ORDER?

Once your order has been dispatched, please call customer care on +44 (0) 203 5982 955 (open from Monday to Friday, 9am to 6pm GMT) or email us on customercare@charlotteolympia.com to follow the progress of your delivery of each order.
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 16. HOW DO I RETURN OR EXCHANGE AN ITEM?

You can request a return or exchange under the Charlotte Olympia Standard R&E Policy, making a return or exchange of your purchased products is easy. You have 14 days to decide whether to keep your purchased products and we can arrange a collection for you. The first collection is free, as is the first delivery of any exchange product, after which you will be required to pay our charge for subsequent collections and deliveries as stated on our website at the time. If you have registered, you can request a returns authorisation code from your account. Alternatively, our customer care can assist you either by telephone on +44 (0) 203 5982 955 (open from Monday to Friday, 9am to 6pm GMT) or via email at customercare@charlotteolympia.com.

If you are in Europe or the order is being sent to a European address, as an alternative to the Charlotte Olympia Standard R&E Policy, an order may be cancelled under the United Kingdom Consumer Contract (Information, Cancellation and Additonal Charges) Regulations 2013 (“CRs”)

Please note that you can only exchange for the same type and colour of product, but of a different size.

Please see full details in our Terms & Conditions and Delivery, Returns & Exchange Policy set out on our site.
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 17. WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be issued to the original credit or debit card used to place the order. Shipping costs are not refunded for products using the Charlotte Olympia Standard R&E Policy (which includes a free first collection of an original order service), unless your products are faulty. If your order is cancelled under the CRs (as defined in the response to question 16 above) cancellation rights, then you will be refunded shipping costs, but will be expected to return the products at your cost or pay for our collection costs.

Note that if you have paid any import taxes or costs for import of the products into your country, these will not be refundable, but you may be able to recover these costs by contacting your local customs bureau. The only exception is if you cancel under the CRs and you paid the import taxes or costs to us rather than customs or any other third party.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately, we are unable to influence this.
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 18. WHAT IF MY ORDER IS FAULTY OR DAMAGED?

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 United Kingdom 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 must correspond to their description and be of satisfactory quality.

Special points to note: If your purchased 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 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.
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 19. HOW DO I BUY A VIRTUAL GIFT CARD?

Charlotte Olympia virtual gift cards can only be purchased from the Charlotte Olympia website and are only redeemable against purchases our site in the same currency as the gift card and cannot be redeemed against purchases in any of our stores.

The virtual gift cards can be purchased in GBP, Euros or US Dollars by following these steps:

Select "VIRTUAL GIFT CARD" from the top navigation menu in the "COLLECTIONS" drop down.
Enter the amount that you would like to purchase on the virtual gift card, please note we have a minimum amount of £50 / €50 / $50, depending on the chosen currency.
Enter the recipient's name and email address. Please ensure you type in all of these details correctly, as Charlotte Olympia is not liable for delivery of a virtual gift card to an incorrect or non-existent email address.
You can include a personal message of up to 450 characters and then add the virtual gift card to your shopping bag.
All virtual gift cards are emailed directly to the recipient with a unique code, which is required to be entered in the virtual gift code box at check out to be redeemed.
You will receive an email confirming your purchase.
The recipient needs to keep a record of the unique virtual gift card code in order to redeem the value on their order.
When placing an order for an amount that is less than the value of the virtual gift card code, the remaining balance will remain on the original virtual gift card code and can be redeemed against subsequent orders.

The full terms of any purchase of a virtual gift card is set out in the Terms & Conditions set out on our website.

For further assistance of placing an order for a virtual gift card 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.
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 20. HOW DO I REDEEM A PROMOTION CODE?

From time to time, we may run offers using promotion codes. When placing your order, simply follow these steps to redeem a promotion code:

Please type in the code in the promotion code box on the payment page and click "APPLY".
Check that your discount has been applied under the order summary on the payment page and then click "PLACE ORDER".

Promotion codes cannot be used in conjunction with any other promotion code or offers, other than virtual gift cards, and must be redeemed by the date published, if provided. For further assistance 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.
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