1. Do you have a physical store ? 

 

At the moment we don't have a physical store that can be visited and we are purely based online at www.charlesandcoacc.com

We occasionally run Sample Sales where you can come and shop with us in person and these are advertised on Social Media and via the newsletter. 

You can sign up for the newsletter at the bottom of the webpage - www.charlesandcoacc.com and you can follow us on Social Media @charlesandcoofficial on Instagram and @charlesandcoacc on Facebook. 

 

 

2. My order has been cancelled.

If  you have received an email from us stating that your order was canceled due to suspect fraud, please email our support team on - info@charlesandcoacc.com - and they will be able to help you out further with this situation. 

We have a very talented fraud team in place that analyse each and every order to protect you and ensure your card hasn't been used fraudulently and your details are safe and secure. If there is any suspicious activity on the order and it has been flagged as high risk to us, then there is a chance that this might be cancelled. 

We do have the right to cancel and refund any order that we wish if we believe there to be fraudulent activity on it. 

All orders are subject to fraud analysis. 

 

3.How to Safely Place and Order

All transactions are processed via Shopify Payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you.

We work closely with Verified by. Visa & MasterCard Secure Code to provide you with a safer shopping experience when using your card online.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.  Additional validation and fraud checks are carried out internally.

We have a very talented fraud team that will analyse all orders before they are shipped to make sure your card hasn't been used fraudulently. 

 

Here are some tips to make sure you order goes through correctly first time: 

- Make sure your billing address is the correct billing address of where your card is registered too

- Make sure the billing address is correct line for line to what is shown on your bank statments 

- Do not use a proxy connection on the device that you are using to place the order

- Make sure that your home/work address hasn't been blacklisted by a previous tenant/employee 

- Try not to place multiple orders in a short period of time 

- Don't use more than one card to try and pay for an order if the payment fails 

 

If you are struggling to place your order or have any concerns, please email us on info@charlesandcoacc.com  and we will be able to help you as best as we can. 

 

4.I have received a faulty item

In the unlikely circumstance that you have received an item that is faulty, please email us at info@charlesandcoacc.com  so we can either refund or replace the item, once this has been deemed as faulty. 

Once the return has been approved, please fill in your returns form fully, stating return reason 5 and writing a little explanation about the fault and where this can be found. 

If your item is deemed as faulty, we will send you a link for you to print a free shipping label.

Please keep a proof of postage postage receipt

Once we have received your item back to our warehouse, we will let you know via email. 

 

5.I want to cancel an order

If you change your mind shortly after placing your order and want to request for your order to be cancelled you must do so by e-mailing info@charlesandcoacc.com  . Please include your full name, order number and e-mail address within your request. Our Customer Service Specialists will check if it is possible to cancel your order before this is dispatched and if so, will confirm your cancellation via e-mail. 

As we work around the clock to dispatch your parcels as quickly as possible we may not always be able to cancel your order once this has been placed. If this is not possible you will need to return this back to our warehouse once delivered for a refund. 

 

 

6.How do I return an item ?

If you would like to return or exchange your item(s) purchased please send these back to our warehouse for a refund or exchange. Refunds are offered on all full priced items and store credit is offered on an e-gift card for sale items.

Your return needs to arrive back at our warehouse within 14 days from the date your parcel is delivered. It is your responsibility to send the item(s) back to Charles & Co' Warehouse.

We offer refunds to your original payment method on all full priced items returned to us within 14 working days from the date of your delivery.  Store credit on an e-gift card is offered for any returned sale item or items purchased using a discount code *this does not include unique discount codes issued by our customer service team

ALL returns made after 14 days but before 30 days can only be exchanged or refunded onto an e-gift card. We cannot accept returns after 30 days.

To process a return, please follow these simple steps:

Just send an email with the Subject "Return" and we will reply with further details

Mail your return to:  

Charles & Co Accessories 

   73 Greentree Dr #333 , Dover, DE 19904

 

7. How long will Return Process Take ?

Once your return or exchange has arrived back to us, we will refund or despatch your exchanged order within 2-3 days.

In SALE periods, due to the increase in volume, this process can take up to 7 working days.

If you have checked your tracking number and your return has arrived back to us and it has surpassed the 7 working days, please drop us an email at info@charlesandcoacc.com

 

 

8. Shipping 

USA

UPS 2-3 DAYS  FREE EXPRESS SHIPPING ON ALL ORDERS , Order must be placed before 12PM EST.

CANADA

UPS 2-3 DAYS FREE EXPEDITED SHIPPING  Order must be placed before 12PM EST.

Europe

UPS 2-3 DAYS EXPEDITED SHIPPING $15. Order must be place before 12PM EST.

 

9. Custom and import Duties  Overseas

All of our orders are shipped from the USA

If your country is within the EU, then you MIGHT have to pay customs or duties at the moment. 

 

We can not change the value of your order for customs reasons, and the true value of your order will be shown on the outside of your parcel. 

The price of your order does not include Customs and Duties and customs will get in touch with you in regards to how to pay your customs fee.